• Report: #874380

Complaint Review: Cynosure

  • Submitted: Thu, April 26, 2012
  • Updated: Mon, July 30, 2012

  • Reported By: Benjamin — Salt Lake City Utah United States of America
5 Carlisle Road Westford, MA 01886 United States Westford, Maine United States of America

Cynosure Cynosure Inc. Price Gouging. One price quoted then charged double for the part. Westford, Maine

*Consumer Suggestion: Let's be fair...

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Cynosure sells lasers. I spent $140,000 purchasing an Elite laser. Cynosure then wants you to buy a $10,000 service agreement each year to keep them running. I decided to have a second party certified technician servicing the laser instead. Recently a part broke that only Cynosure sells. Here is the tale from Salt Lake City, Utah.

When I called to buy the part Cynosure quoted me $6000. I said great send me one. Cynosure then informed me that was the cost for their customers if their tech installed the part. If I wanted my tech to install the part it would cost me $12,000 (double). Sounds like price gouging. I asked them if they sold reconditioned parts and they said no.

I pursued other options, trying to have the part reconditioned, which was ultimately unsuccessful. I scheduled Cynosure's technician to come and service the Elite Laser and replace the part. They sent me a quote for $8,800.

When Cynosure's tech arrived, the old part was not in the machine. Cody immediately turned on the machine, spilling water (the coolant) everywhere. After drying up the floor, he then informed me the cost for the part would again be doubled (12,000) as there was no core to exchange. I explained when I called to get prices, they said they didn't sell reconditioned parts and hence an exchange shouldn't matter. Oh but it does.

I then spoke to Cynosures Western Regional Manager, Dan Denton, complaining that my quote didn't say exchange and I wanted some of the parts to have as back-up anyway. He said too bad. No exchange, double the price. I told Dan I could get the old chamber and return it. Dan said no as he wasn't sure what had been done to it. They only way to proceed was with the price of the part doubled. New quote, $13,571 and now warranty on the work (because they don't know what has been done tothe laser).

Having no alternative, I had the part installed. After installation, when Cody (the laser service technician) went to check the laser out to make sure it was working right, suddenly the power-supply was bad. When he flooded the machine by turning it on without the part in place, he blew-up the power supply.

Another discussion ensued. The result, the only way Cynosure would do anything for me is if I payed $10,000 for their service contract, and and additional $8500 for the part (power-supply) that their technician Cody just blew up.

Needless to say, I felt their customer service was awful because of the part pricing issue. That was before the service technician Cody came to my office and cost me thousands more by blowing up my power supply. Cynosure will take NO responsibility.

No matter how good Cynosure's lasers seem to be, I would stay away. The initial investment is insane, but it gets even worse if you need service. Hope this will help others not get worked over the way I have been.

This report was posted on Ripoff Report on 04/26/2012 03:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cynosure/Westford-Maine-01886/Cynosure-Cynosure-Inc-Price-Gouging-One-price-quoted-then-charged-double-for-the-part-W-874380. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

Let's be fair...

AUTHOR: CRC Biomedical Services - (United States of America)


First of all let me state that I am very sorry to hear about your ordeal. With that said, Cynosure acted in a way that is consistent with the actions of any medical device manufacturer. When you are given a price for most parts, the supplier by default assumes they will be replacing the part, and will include a core charge discount in the quoted price. The reason the price was double when you said you would like a third party to install it is for that very reason- they would not receive the core charge. When Cody arrived, he did not expect to find the laser with the power supply missing. His actions, and the actions of his manager are consistent with industry standards- you do not repair a device that has been tampered with, and if you do, you charge the maximum possible due to the liability involved with completely refurbishing the unit to cover any possible mistakes made by the tampering.

With that said... you paid way too much for the laser to begin with. Though the service agreement price is in line with industry standards, medical lasers are the fastest electronic device you can purchase to diminish in value. Next year, your $140,000 laser will be worth about $40,000.

Rather than avoiding Cynosure or Cynosure systems, what I would suggest to anybody is to, first, familiarize themselves with the technology they are considering purchasing. Second, you must look at what these units are selling for in the used market. If Cynosure Apogee Elites manufactured between 2008-2011 are selling on the used market for $35,000-50,000, then you should NOT spend $140,000 on a brand new one. Third, you should secure third party servicing before you purchase ANY medical device. Ensure this third party has proper documentation, tools, and follows the regulations (21 CFR 1040.10-11).

New devices are great for putting more equipment on the market, but dealers love when you default on a loan, end your lease contract, or simply get fed up with OEM service, and they are all waiting to low ball you on your laser. Cynosure didn't really do anything wrong. The pricing is normal. Their reactions to the situation were normal. I can't speak for their customer service as I was not their to witness the interaction, but judging from your remarks I would say you were just as much, if not more, of a problem for them as they were for you.
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