Product Complaint Form - Frequently Asked Questions (FAQs)
How to report a product complaint?
At Nobel Biocare we take all product complaints very seriously. Our ultimate goal is to identify the root cause of product failures, implement countermeasures and integrate our learnings into new product developments. In order to do this and to comply with regulatory reporting requirements, we ask you to complete our product complaint form.
To submit a product complaint, please perform the following steps:
1. Login to your online account and fill-in the complaints form. You can also follow the below link.
2. Print the form and place it in an envelope together with the failed sterile material.
3. A return label will be sent to you by email after filling in the online complaints form. Print the label and stick it to the front of the box. Label the package as "Decontaminated".
4. Within the next two business days after your request, a UPS courier will come to pick up the package you have prepared.
Upon receipt, we will review your complaint and provide a replacement product according to our Warranty Program terms. This online service has no shipping cost for you.
Decontaminate the product
Any product retrieved from a patient must be disinfected and sterilized before being returned to us. Please follow the applicable instructions below:
* Disinfection: Use an agent intended for manual disinfection, e.g. ortho-phthalaldehyde solution (rinse carefully and do not clean mechanically).
* Sterilization: Temperature 132°C (270°F), max. 137°C (279°F) for three minutes (up to 20 minutes). Dry for 10 minutes in chamber.
IMPORTANT: A sterilization pouch must be used and the indicator on the pouch should show that it has been put through a sterilization cycle. For products which cannot be sterilized, please follow only the disinfection instructions and insert the applicable product(s) into a sterilization pouch.
Pack and ship the product
Please write the following information on the sterilization pouch:
* Product description
* Date the issue occurred
* Unique Complaint ID as stated in the confirmation e-mail
* Patient code (Do not write the patient's name due to General Data Protection Regulation - GDPR)
Contact details
If you need further support, please contact our Customer Service team.