Product Complaint Form - Frequently Asked Questions (FAQs)
Product Complaint Form
How to report a product complaint
For implants, abutments, clinical screws, instruments and tools
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:
- Fill in the online product complaint form and press “Submit”.
- Open the confirmation e-mail you receive and print out the attached PDF with the complaint information.
- Decontaminate the product.
- If available, prepare copies of supporting documents (e.g. X-rays/photos along with Patient ID number).
- Pack and ship the product with the PDF print-out and copies of supporting documents and ship it to your local customer service or returns department address (see section “Pack and Ship the product” below).
Upon receipt, we will review your complaint and provide a replacement product according to our Warranty Program terms.
Decontaminate the product
For returns, all products retrieved from a patient must be disinfected and sterilized. Please follow the applicable instructions below:
- Disinfection: Use agent intended for manual disinfection, e.g. ortho-phthalaldehyde solution (rinse carefully and do not clean mechanically).
- Sterilization:
For USA: Steam sterilization 270°F (132°C) for four minutes when using pre-vacuum method and 15 minutes when using the gravity method. Dry for 20 to 30 minutes when using pre-vacuum method and 15 to 30 minutes when using the gravity method.
For outside USA: 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
Sterilization pouch
Please write the following information on the pouch:
- Product description (e.g. NobelReplace xxxx)
- Date the issue occurred
- Unique Complaint ID as stated in the confirmation e-mail
- Patient code
Outer shipping container, with registered e-mail
- Name and address of Customer Service or Returns department Nobel Biocare (see address below)
- Use a box or padded envelope as shipping container
- Label the shipping container as “Decontaminated”
Nobel Biocare is not responsible for lost shipments. Please use a shipment method that allows for shipment tracking.
Contact details and shipping address
If you need further support, please contact your local Customer Service department.
Americas
Canada
Shipping Address:
Nobel Biocare Canada Inc.
150 Via Renzo Drive, Unit 2
Richmond Hill, ON
L4S 0J7
Canada
Phone: +1 800 939 9394
E-mail: order.canada@nobelbiocare.com
Mexico
Shipping Address:
Nobel Biocare México
Av.Revolución 1267 piso 18
Col Los Alpes
CP 01040
CDMX, Mexico
Phone: +52 55 524 974 60 op 1
E-mail: mexico.cs@nobelbiocare.com
United States
Shipping Address:
Nobel Biocare, USA
Attn: Returns Department
22715 Savi Ranch Pkwy
Yorba Linda, CA 92887
USA
Phone: +1 800 322 5001 ext. 1527
E-mail: us.cs.complaints@nobelbiocare.com
LATAM Distributor Markets
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: +52 5552497460 op 1
E-mail: productcomplaint@nobelbiocare.com
Asia Pacific
Australia
Shipping Address:
Nobel Biocare - Customer Service
Level 4, 7 Eden Park Road, Macquarie Park, NSW 2113
Australia
Phone: 1800 804 597
E-mail: order.australia@nobelbiocare.com
China
Shipping Address:
Nobel Biocare Commercial (Shanghai) Co., Ltd.
6F, Bldg 10, 518 North Fuquan Road, IBP, Changning District,
Shanghai, P.R.C 200335
Phone: +86 21 60158296
E-mail: elaine.yang@nobelbiocare.com
Hong Kong
Shipping Address:
Nobel Biocare Asia Ltd
14/F., Cambridge House, Taikoo Place,
979 King's Road
Quarry Bay
Hong Kong
Phone: (852) 2823 8924
E-mail: Den-NB-HKO-CustomerService@nobelbiocare.com
India
Shipping Address:
Nobel Biocare India Pvt. Ltd.,
Unit No. 702, 7th Floor, A- Wing, Supreme Business Park,
Supreme City, Powai,
Mumbai 400076
India
Phone: 1 800 266 0308/+91 22 6751 9999
E-mail: customercare.india@nobelbiocare.com
Japan
Shipping Address:
Nobel Biocare Japan K.K.
Customer service
13F Gotenyama Trust Tower
4-7-35 Kitashinagawa
Shinagawa-ku
Tokyo 140-0001
Japan
Phone: 03-6408-4188, 03-6408-4182
E-mail: customer.service.jp@nobelbiocare.com
New Zealand
Shipping Address:
Nobel Biocare - Customer Service
PO Box 8641, Symonds Street, Auckland 1150
New Zealand
Phone: 0800 441 657
E-mail: order.australia@nobelbiocare.com
EMEA
Austria
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: +43 1 892 89 90
E-mail: info.austria@nobelbiocare.com
Belgium
Shipping Address:
Nobel Biocare Belgium NV
Stationsstraat 102
2800 Mechelen
Belgium
Phone: +32 2 467 41 70
E-mail: order.belgium@nobelbiocare.com
Germany
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: +49 221 500 85 590
E-mail: info.germany@nobelbiocare.com
Denmark
Shipping Address:
Nobel Biocare Denmark A/S
Milnersvej 43
3400 Hillerød
Denmark
Phone: +45 39 40 48 46
E-mail: nordicsupport@nobelbiocare.com
Spain
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: 900 850 008
E-mail: atencion.clientes@nobelbiocare.com
France
Shipping Address:
Nobel Biocare France
Service Clients
Immeuble Cap de Seine, 3eme Etage
45-47 Boulevard Paul Vaillant Couturier
94200 Ivry sur Seine
France
Phone: +33 1 49 60 46 00
E-mail: order.france@nobelbiocare.com
Finland
Shipping Address:
Nobel Biocare Suomi Oy
Nahkelantie 160
04 301 Tuusula
Finland
Phone: +358 20 740 61 00
E-mail: nordicsupport@nobelbiocare.com
Hungary
Shipping Address:
Nobel Biocare Magyarország Kft.
Alíz u.1. fszt. (Office Garden I.)
1117 Budapest
Hungary
Phone: +36 1 279 3379
E-mail: info.hungary@nobelbiocare.com
Ireland
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: 1800 677306
E-mail: info.uk@nobelbiocare.com
Italy
Shipping Address:
Nobel Biocare Italiana Srl
Viale Tommaso Edison, 110
20099 Sesto San Giovanni (MI)
Italy
Phone: 800 53 93 28
E-mail: cs.italy@nobelbiocare.com
Lithuania
Shipping Address:
UAB Nobel Biocare
Konstitucijos pr. 26
LT-08105 Vilnius
Lithuania
Phone: +370 5 268 3448
E-mail: lithuania@nobelbiocare.com
Netherlands
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: +31 30 635 49 49
E-mail: order.holland@nobelbiocare.com
Norway
Shipping Address:
Nobel Biocare Norway AS
Postboks 782, Krapfoss
1509 Moss
Norway
Phone: +47 64 95 75 55
E-mail: nordicsupport@nobelbiocare.com
Poland
Shipping Address:
Nobel Biocare Polska Sp. Z o.o.
Attn. Customer Service
Al. Jana Pawła II 27
00-867 Warszawa
Poland
Phone: +48 22 395 73 60, +48 22 395 73 61
E-mail: cs.poland@nobelbiocare.com
Portugal
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: 800 300 100
E-mail: customer.service.pt@nobelbiocare.com
Russia
Shipping Address:
109004 Russian Federation
Moscow, Stanislavskogo str., h.21, b. 3, 1st floor
Nobel Biocare Russia
Customer Service Department
Phone: +74 959747755
E-mail: cs.russia@nobelbiocare.com
Sweden
Shipping Address:
Nobel Biocare AB
Västra Hamngatan 12
41117 Göteborg
Sweden
Phone: +46 31 335 49 10
E-mail: nordicsupport@nobelbiocare.com
Switzerland
Shipping Address:
Nobel Biocare AG
Postfach
CH-8058 Zürich Flughafen
Switzerland
Phone: 0800 211 424
E-mail: order.switzerland@nobelbiocare.com
South Africa
Shipping Address:
Nobel Biocare South Africa
Unit 8 Quagga Industrial Park
38 Eland Street
Quaggafontein
Bloemfontein
South Africa
9301
Phone: +2751 0111 520
E-mail: cssa@nobelbiocare.com
United Kingdom
Shipping Address:
Nobel Biocare UK and Ireland Ltd
Attn: Customer Services
4 Longwalk
Stockley Park
Uxbridge
UB11 1FE
United Kingdom
Phone: +44 208 756 3300
E-mail: info.uk@nobelbiocare.com
EMEA Distributor Markets
Shipping Address:
Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands
Phone: +34 93 356 2764