Complaints

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase of fully refurbished Lumenis Duet Yag/SLT laser with 1 year warranty on 12-12-22 from *********************/Used eye Equipment, *** for $28,000.00. We did not receive the laser until 4-27-23 and installed by ****. The laser stopped working on 6-8-23 after only a few laser treatments were done. **** sent **** back on 6-8-23. He was unable to repair the machine and said it just needed fuses. He came back on 6-19-23, still unsuccessful on repairing the machine. **** returned again on June 19 and July 13 still with no resolution stating more parts were needed. 7-20-23 a different repair person, Javan, was sent. He seemed to know more about the machine, took it apart in more detail than **** did. He spent several hours trying to get it to work. He stated he needed a special cable and would be in contact with **** to order it. **** did not order the cable until almost 1 month later on 8-15-23. ***** returned on 8-18-23 with the cable and tried to repair the laser and was not successful. Stated that he now needed a programming cable and talked with ******* (the company who makes the laser) who could overnight it but he needed **** to order it and he could have it on August 22, 2023 and he could return on 8-23-23 to work on the machine again. I was in contact with ***** almost daily until the end of August who kept telling me "**** is working on it." Not sure what **** was working on when the part could have been shipped overnight on 8-22-23 and repaired on 8-23-23. At this point we brought in a different company for a second opinion as we have been unable to treat patients for almost 9 months. They came in, opened up the laser to find that it had not been refurbished at all, wires were rerouted, parts had been soldered in appropriately, parts were missing and it was dangerous. They were able to get the necessary parts and fix and calibrate the machine to Lumenis standards. **** had not sold us a refurbished machine at all for which we paid for.

  Customer response

  11/22/2023

  We are requesting that ********************* / Used Eye Equipment, *** reimburse us the cost to get the laser machine in working condition, $9645.00, as he was unable to get it repaired in a timely fashion.  I sent him a letter requesting reimbursement but he has ignored me.  We purchased a "refurbished" piece of equipment with a one year warranty.  This laser was clearly not refurbished or the items that were wrong and the parts that were missing inside the machine would have been corrected.  

   

  Thank you,

  ***************************

  Business response

  11/30/2023

  This is a complaint against *********************/Used eye Equipment, *** who sold this customer used ********************.

  Lumenis had absolutely NOTHING to do with this transaction and is not connected to ANYTHING in this complaint.  

  Lumenis Be ***. would be happy to sell this customer a new Lumenis Duet Yag/SLT laser with 3 year warranty...

  Let me know.

  **************************, Esq.

  Lumenis Group AGC 

  Business response

  12/22/2023

  It is very sad to receive this complaint. I will review the facts and actual service and events provided by my technicians that serviced the laser and reply with such. *********************

  The Customer, ****** *******, representing Eye Associates Medical Group, purchased a Lumenis duet 2nd Gen laser, and after some use, she advised us that it is not working. Based on the error, it was probably blowing fuses. I quickly sent a laser tech specialist with 25 years of experience who lived a few hours away to troubleshoot the problem on the date ****** agreed to. We advised ****** to avoid scheduling patients if we needed more time to order parts and determine what was causing the error. The tech found that a fuse had blown. We advised ****** that it would take time to locate it since it was an exceptionally uncommon fuse, and she said she would not wait for my tech to return. Instead, she insisted on ordering the part herself and installing it. My tech told ****** that by doing that, it was at their own risk, and we did not recommend it. ****** is not a laser technician, nor do we know who else from their facility may work on it, and we advised her not to.
  They used tools, tried to repair it themselves, and even ordered components to attempt to repair the main CPU board. In her action,
  I could have voided the warranty since I did not authorize them to do anything on their own to the laser. In good faith, I continued to work on it.
  After this, she reported that it was not the fuse. 
  
  On the tech's next visit, he placed the proper fuse, and a new error appeared, indicating that one of the boards was not communicating with another board. After several attempts, this tech was unavailable on the dates ****** requested. I scheduled another ophthalmic laser tech specialist to continue going through all the steps needed to reach the source of the problem as quickly as possible.
  After five visits, following step by step, he found the SLT attenuator and shutter assembly had a short in the end circuitry, which could have been damaged when ****** attempted to fix the CPU board.
  The tech installed a new attenuator and found that, somehow, the system calibration data had been erased. The system would need a full calibration and a special cable from the manufacturer. We purchased the cable, advised ******, and scheduled to go back to complete the repair. The day before he was scheduled to go, I received a text from ****** stating that her boss could not wait any longer for us to fix the laser and was having someone else fix it that day. ****** should have notified me earlier. I advised ****** that I did not authorize anyone else to work on the laser and that the warranty would be void. Therefore, my company is not obligated to pay for a repair we did not do or authorize. 
  As for the  "rigged parts"  found, neither tech had seen any of them on all of their visits, leading us to believe that they were there as a result of the company ****** hired. If loose parts or connectors are inside the laser, they in no way endanger patients. Any danger they face depends on the user applying the laser beam properly or improperly into their eye. These lasers are designed to stop or shut down if there is a mechanical problem, as this laser did and could not be used.
  In addition, I spoke with Lumenis, and they unequivocally told me that they do not authorize any third-party company to work on their behalf. 

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