Sentient Medical Technologies Sentient Lasers Sold me a broken laser and then didn't honor the warranty Kamas Utah

Sentient Medical would like to respond to report posted by Dr. Evan Zelinger, the truth regarding this transaction, supported by documentation, is as follows:

 Dr. Zelinger indeed bought a Candela Alex Laser from Sentient Medical in May of 2014.  Sentient Medical has video documentation of the Laser in good working condition and operating to specification before it left our shop.  However, in order for this Laser to work properly it requires installation.  The customer chose not to have Sentient do the installation but instead went with a technician of his own choice that was not approved by Sentient.  As it happened, the technician Dr. Zelinger chose was not well versed in this particular machine and therefore did not install it properly.  Both Dr. Zelinger and the technician  who installed the Laser have since acknowledged that the install was not done properly.  Because the Laser was not installed properly there was significant damage done when the Laser was put into use.  Dr. Zelinger is trying to blame Sentient for selling him a bad Laser, but ultimately the truth came out with regard to the installation and Dr. Zelinger paid Sentient to come fix the Laser.   

 The other issue that is causing Dr. Zelinger problems is that he continues to move this Laser around which he has been warned numerous times not to do.  The issue with moving a Laser, particularly this specific Laser, is that it causes the Laser to go out of alignment.  When the Laser is out of alignment not only does it not work properly, but when fired out of alignment it causes damage to the Laser.  Dr. Zelinger claims not to have moved the Laser, but the technician who did the installation has confirmed that he installed the Laser in a completely different location than where the Sentient technician went to do repairs on the Laser.  In addition, Dr. Zelinger told the service manager at Sentient that he had a padded van that he used to “move these things around all the time”.  Upon hearing this Sentient’s service manager immediately stressed to Dr. Zelinger that this Laser can’t be moved around due to the sensitivity of the alignment.  This message was once again reaffirmed by a Sentient service technician who repaired Dr. Zelinger’s Laser, got it realigned and had it in good working condition.  The technician told the Dr. that he needed to keep the Laser right where he had set it up.  However, when the technician went back on a follow-up visit the Laser had clearly been moved out of the spot where he had previously set it up and in fact Dr. Zelinger himself signed off on the service report stating the Laser had been moved and was once again out of alignment due to being moved.

 The bottom line is, Dr. Zelinger has continuing issues with his Laser because he did not validate the skill set and experience of the technician who he had install the Laser and because he has ignored instructions given to him regarding proper handling of the Laser.  He has further compounded his problems by not being willing to accept responsibility for his bad choices and being untruthful about what has happened with the Laser all in an attempt to try to make Sentient Medical cover the costs for which Dr. Zelinger should be responsible.  Despite this approach taken by Dr. Zelinger, Sentient Medical has patiently and diligently worked to try to help him.  We have sent our technician out at significantly reduced pricing because ultimately we want to make sure that every customer has a good working Laser regardless of how the issues were created.  Unfortunately with Dr. Zelinger he wanted to continue to ignore instructions and then have Sentient cover the cost and we could not accept that arrangement.

 Lastly, we want to let it be known that Sentient understands the true demand of our customers and more importantly their customers. If a laser goes down appointments are lost, customers can go elsewhere and reputations can be tarnished. We are empathetic and will do everything we can within the terms outlined in the purchase agreement to assist our customer’s to the best of our ability.  Machines unfortunately can break (misuse or not) and when that happens it can be expensive.  Sentient is here to assist however that assistance has to be within reason and within the parameters of the agreed terms.