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:

  1. Fill in the online product complaint form and press “Submit”.
  2. Print the form and place it in an envelope together with the failed sterile material.
  3. You will receive an email from Nobel BioCare with the label that you should stick on the outside of the envelope.
  4. On the next business day, a UPS courier will collect your product warranty.
  5. This online service has no shipping cost for you.

If you need help completing the online form, do not hesitate to contact our customer service: 

Phone: +358 20 740 61 00

E-mail: nordicsupport@nobelbiocare.com

Upon receipt, we will review your complaint and provide a replacement product according to our Warranty Program terms.

Fill in the form

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.

Finland

Shipping Address:

Nobel Biocare Distribution Center BV
Attn: Complaints Handling
Popeweg 72
5928 SC Venlo
The Netherlands

Phone: +358 20 740 61 00

E-mail: nordicsupport@nobelbiocare.com