Hello everyone. Lately we have been challenged a few different ways with our warranty policy. We’ve had to make some critical changes to the way we handle warranty claims. The biggest change is the warranty policy as it applies to flex vs x-series. Flex products are simply too easy for customers and untrained installers to mishandle, that we are limiting the warranty significantly. Of course, we can decide to side with and support the customer on a case by case basis, and most likely will do so, but as a matter of blanket policy, we can’t claim to warrant each and every claim.
I’m making this announcement to ensure everyone is aware of the change, and that for purchases from this day onward will be affected by the change in policy. Existing customers with flex devices purchased or installed before this date are still covered by the previous blanket policy.
Your blanket policy was always very generous, and I would hate to think the change has come about from a person(s) taking advantage of that.
I think your new policy is still more than fair, and I hope it gives you the same protection it now does for us.
The only issue I see is, the possibility of the installers not wanting ANYTHING documented, However, if people simply emphasise The installer’s name, face, location, procedure prep, etc. is not necessary
That should be a easy sell to a reasonable person.
Also, a two step list is pretty easy to remember
the flex device being removed from the vial, pouch, or polymer bag on to the sterile field
the flex device being picked up and installed by the installer into the incision without tools.
Only these elements must be shown
and it will reiterate the use of tools is not permitted
Question, I am not and will never be a “professional installer” I have however to date installed 23 x-series and 9 flex implants (not including my own). I live to think I install them all inline with the accepted best practices, if I where to install my own / someone else’s flex and recorded it as requested would that suffice to be covered under warranty if failed?
Also don’t know if anyone else has said it and not wanting to sound like an ass jumping from lifetime warranty to 1 year limited feels a bit shit. I dont have an suggestion or anything on that just it feels like a massive change that people could fall foul of if a device fails.
To be honest, I kind of don’t think there will be much problem going forward. The policy is “at our discretion” but it’s not like I plan of refusing… recording or not we put the policy change to enable ourselves to make some decisions when a questionable situation comes up… we had a rash of those at the time.