Following the acquisition of Carestream Dental’s intraoral scanner business by DEXIS, many users have questions regarding the future support, functionality, and services for their devices. As a content creator at carw.store and an expert in auto repair [Note: While the prompt mentions auto repair, I will focus on dental scanners as the topic dictates, assuming “carw.store” is a general store and this is a specific dental section or a misunderstanding in the prompt. If “carw.store” is indeed related to auto repair and this is a misplaced request, the entire premise needs re-evaluation. However, I will proceed as if this is for dental scanner support as per the provided FAQ content.], we aim to provide clarity and reassurance during this transition. This comprehensive guide addresses the most frequently asked questions to ensure a smooth continuation of your intraoral scanning experience.
Understanding Continued Support for Your Carestream Scanner
Will DEXIS continue to support my Carestream scanner?
Yes! DEXIS, a well-established and reputable brand in the dental industry with over 100 years of experience and trusted by over 150,000 dental offices globally, will be taking over the support for Carestream intraoral scanners (IOS). This includes models such as the CS 3600, CS 3700, and CS 3800. You can expect DEXIS to provide best-in-class customer support, ensuring minimal disruption to your practice.
What software will DEXIS support for my scanner?
DEXIS will continue to support the existing software platforms associated with your Carestream scanners. This includes CS ScanFlow, CS Model, and CS Model+. You can continue using these programs without immediate changes, ensuring a seamless workflow transition.
Impact on Functionality, Performance, and Warranties
Will the functionality of my Carestream scanner change?
No, you will not experience any changes to the functionality or performance of your current Carestream IOS system. Your scanner will continue to operate as expected, maintaining the same level of performance you are accustomed to.
Do I need new DEXIS software to use my Carestream scanner?
Not immediately. You can continue using your device with CS Scanflow and CS Imaging software. You will be informed of any software updates or changes in the future. For now, your existing software setup remains compatible and supported.
Will my Carestream scanner warranty still be valid?
Yes, your existing warranty terms will remain the same as when you initially purchased your Carestream device. Any new warranties purchased moving forward will adhere to DEXIS solutions’ Terms and Conditions, which will be clearly communicated at the time of sale. Rest assured, your current warranty coverage will be honored.
Ordering Spare Parts, Accessories, and Scanner Tips
Where can I order spare parts and scanner tips for my Carestream scanner?
Effective May 2, 2022, you can order spare parts and scanner tips through the DEXIS customer service team or your preferred dealer.
- For North America: You can access and order accessories by visiting the Product Accessory page.
- For all other regions: Please contact your dealer or visit www.dexis.com for local contact information to order spare parts and scanner tips.
Quotes, Pricing, and Billing
Will my initial quote from Carestream Dental still be honored?
No, new quotes will be provided by DEXIS with their competitive pricing. While Carestream Dental quotes will not be honored, DEXIS is committed to offering competitive and attractive pricing for their products and services. Contact DEXIS for updated quotes.
What will happen to my current billing plan for Carestream scanner support?
Your current Carestream Dental support plan will continue to be supported by Carestream Dental, with the exception of intraoral scanners. DEXIS will manage all billing plans specifically related to intraoral scanners. In May 2022, a DEXIS representative should have contacted you to arrange your payment method and ensure continuous coverage. If you have any concerns about your billing, please reach out to DEXIS customer service.
Contacting DEXIS Support and Customer Service
Who should I contact if I have a problem or concern with my Carestream scanner?
For any issues or concerns, please contact DEXIS Tech Support.
- For North America (purchased directly from Carestream Dental): Call DEXIS Support at 1-800-324-6055.
- If purchased through a dealer: Contact your dealer directly for initial support.
- For customers in China: Please contact 178-5553-4324.
- For Europe and other regions: Visit DEXIS.com for local contact information or email: [email protected].
Who do I contact when I am running out of tokens for CS Model+?
Please contact DEXIS Customer Service when you need to replenish your CS Model+ tokens.
- For North America: Contact customer service at 888-883-3947, option 3.
- For all other regions: Contact your dealer or visit www.dexis.com for local contact information.
If I am a new customer awaiting installation or training, who will handle this?
The DEXIS Customer Success team will manage installations and training for new customers. They will contact you to schedule your installation and provide information on scheduling your training, ensuring a smooth onboarding process. For regions outside of North America, please contact your dealer for device and software installation.
Accessing Learning Resources and Software Downloads
Can I still access the Carestream Learning Portal?
Yes, you can continue to access the Carestream Learning Portal using your current login and password until further notice. This ensures uninterrupted access to your training resources.
Where can I download software for my Carestream IOS system?
After your purchase, you will receive a link from the DEXIS team to download the necessary software. DEXIS will provide you with all the necessary resources to access and download the software required for your IOS system.
Service Quality, Policies, and Inventory
Will service quality/policies change under DEXIS?
Yes, DEXIS service and quality policies have been applied starting April 20, 2022. DEXIS is committed to maintaining high standards of service and support. You can expect DEXIS to apply their established service policies to your Carestream scanner support.
Will inventory levels of spare parts and scanners remain consistent?
Yes, inventory levels are expected to remain consistent, ensuring availability of spare parts and scanners when you need them.
Returns and RMAs
Where do I ship returns and RMAs for my Carestream scanner?
Please use the following addresses for returns and RMAs:
-
For North America:
DEXIS 450 Commerce Drive Quakertown, PA 18951 -
For all other regions:
Dexis / Palodex Group Oy Nahkelantie 1600 4300, Tuusula Finland
Conclusion: Ensuring a Seamless Transition
The acquisition of Carestream Dental’s intraoral scanner business by DEXIS marks a new chapter for users. DEXIS is dedicated to providing continuous, high-quality support for your Carestream scanners. With a strong reputation and extensive experience in the dental industry, DEXIS is well-equipped to ensure a seamless transition and maintain the reliable performance of your intraoral scanning systems. For any further questions or concerns, please do not hesitate to contact DEXIS customer support using the contact information provided above. We are confident that this transition will be positive and beneficial for all Carestream scanner users.
