Customer Complaint Handling and Resolution Policy

At China Dental Design, we strive for absolute technical perfection in every single case we export to our partners in the USA. However, we recognize that in the complex world of international B2B dentistry, clinical or logistical challenges can occasionally arise. Whether it is a technical discrepancy, a global shipping delay, or an administrative error, we view every complaint as a vital opportunity to refine our processes.

This Dental Lab Customer Support policy outlines our unwavering commitment to resolving your concerns swiftly, fairly, and with total transparency.

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Our Commitment to Our US Partners

We understand that in the dental industry, time is money. A delayed case or a restorative error directly impacts your practice’s reputation and your patient’s trust. Therefore, we commit to the following service standards:

• Extreme Speed: We acknowledge all formal complaints within 4 business hours (US Time Zones).
• Total Transparency: We provide a clear “Root-Cause Analysis”—explaining exactly why the issue occurred.
• Fairness First: Our culture focuses on solving the problem for your patient, not on assigning blame.

Categories of Resolution

To ensure your issue is routed to the correct department immediately, we categorize complaints as follows:

3. Administrative & Billing Discrepancies

Examples: Invoice errors or payment processing issues.

Resolution: Our Finance Team will audit the transaction and issue a credit memo or adjusted invoice within 24 business hours.

The 3-Step Resolution Workflow

Step 1: Notification

Please email us at direct@chinadentaldesign.net with the subject line: “URGENT: Complaint – Case ID [Number]”. To expedite the process, please include:

• Case ID and Patient Name.
• A detailed description of the discrepancy.
• High-resolution photos (essential for clinical quality claims).

Step 2: Internal Investigation (Within 24 Hours)

We do not make our partners wait. Our QA team immediately investigates the digital history of the case, reviewing the original intraoral scan versus our final CAD design and the QC photos captured before shipping.

Step 3: Implementation of Solution

We will propose a definitive solution (Priority Remake, Store Credit, or Adjustment). Once you accept, we implement it instantly. All incidents are logged in our Quality Management System (QMS) to ensure permanent process improvement.

Executive Escalation

If you are not completely satisfied with the initial resolution provided by our support staff, you have the right to escalate the matter directly to our General Manager. We value our long-term US partnerships far more than short-term profits and will exhaust all reasonable options to retain your trust.