March 2022 by Kim Chapman
Very, very unhappy and still trying to get fair treatment from Supply Doc. I received an ADS extraoral suction device from Supply Doc in the fall of 2020. It arrived damaged with the metal housing dented and chipped. I left 3 messages for Supply Doc over the period of a month which were not returned. When I called again and insisted on speaking to someone instead of leaving another message, I spoke to Ali R. He said I should send him an email saying the reason for my return was not that it arrived damaged, but that the device was causing electrical shorts to occur. He said it was a known problem that the manufacturer would allow a return for. I had never even plugged this unit in because it had arrived damaged, but I did as he suggested and Supply Doc replaced the unit with a new one a few weeks later. The 2nd unit they sent me actually DID cause eletrical shorts whenever it was plugged in. I called Ali and Supply Doc sent me a 3rd unit, which had the same problem and still caused electrical shorts. I even had my electrical panel evaluated by a master electrician and there was no problem with it, there was plenty of space to add this equipment, the problem was with the ADS device. Every time a new unit is shipped, there is quite a bit of unpacking and assembly required, it has taken more than an hour of my staff's time to deal with setting up a new unit. And every time a unit was sent back, we had to disassemble and re-pack the unit which was another hour. It is extremely heavy and not easy to repack. We have literally spent almost a full day over the last 6 months unpacking, assembling, then disassembling and repacking all of these machines, and none of them work. I have requested a return and a refund, which is very reasonable given the patience I've shown with this device, the inconvenienve to my office, and all of the replacements, but Ali will not allow a refund. It is worthy to note that I purchased this exact same ADS unit through another distributor (Patterson) who did take it back for a refund because of the same electrical problem. They did not hassle me about it, they understood completely, thanked me for trying 2 other replacements with them (I went through 3 with them also, same problem) and were apologetic. They made it right. The last thing Ali told me almost 2 weeks ago was that he would not take the unit back for a refund, only another replacement. I will be disputing this purchase with my credit card as it has been faulty and unusable from the beginning, and am letting everyone know how poor Supply Doc's customer service is so others can avoid being in this situation that I am in.
