Description of Event or Problem · 1
HI, MY NAME IS (B)(6). I AM A DENTIST IN (B)(6). AND I HAVE A PROBLEM WITH A PRODUCT CALLED GERISTORE, WHICH IS A RESIN GLASS IONOMER FILLING MATERIAL. THE COMPANY'S NAME IS DENMAT. THE PRODUCT IS SUPPOSED TO SET BY BOTH LIGHT AND A CHEMICAL CURE. IN THE PAST, IT HAD NO PROBLEM. ON THE LATEST REPACKAGED SYRINGE I BOUGHT, IT DID NOT RESPOND TO THE LIGHT. I OPENED A NEW PACK OF GERISTORE YESTERDAY TO USE ON A PT AND FOUND THAT IT WAS NOT PERFORMING AS IT SHOULD. IT DID NOT RESPOND TO THE LIGHT CURE. I CALLED DENMAT. I GOT TRANSFERRED AND HUNG UP ON THE FIRST TIME. THEN I GOT SOMEONE BACK ON THE PHONE. I GOT A HOLD OF (B)(6). THIS IS WHAT (B)(6) FROM THE CUSTOMER SUPPORT TEAM SAID. SINCE I DID NOT BUY IT THROUGH THEM DIRECTLY, THEY CANNOT HELP ME. THEY JUST PUSHED ME TO (B)(4), A DISTRIBUTOR. SCHEIN IS WILLING TO REFUND ME AND MY DENTAL REP ALSO GOT ONTO THE PHONE WITH DENMAT AND SAID THEY CANNOT DO ANYTHING AND THERE IS NO RECALL. I TOLD (B)(6) I'M NOT SO CONCERNED WITH RETURN AND REFUND, WHICH I WILL BE SEEKING, BUT I'M AFRAID THAT THERE IS A DEFECTIVE PRODUCT OUT IN THE MARKET NOW AND DENTISTS ARE USING IT NOT KNOWING IT IS DEFECTIVE AND NOT LIVING UP TO ITS PRODUCT DESCRIPTION. HIS ANSWER WAS THAT THEY HAVE A PROCESS TO GO THROUGH AND WON'T DO ANYTHING AT THIS TIME. I WAS ASKING IF HE WANTED THE LOT NUMBER SO THEY CAN RESEARCH IT, BUT HE REFUSED SAYING THERE IS NOTHING WRONG WITH THEIR PRODUCT AND THERE IS NO RECALL AND WILL NOT LOOK INTO. BASICALLY THEY SAID, "IF YOU DON'T LIKE IT, DON'T USE IT." WHAT TICKS ME OFF THE MOST IS THAT THEY JUST DON'T CARE THAT PTS CAN GET HURT. AT LEAST PRETEND TO CARE. HIS RESPONSE IS IF IT IS DEFECTIVE, THEY WILL REPLACE IT. BUT WHAT HAPPENS IF WE ALREADY USED IN ON PTS, ARE THEY GOING TO REPLACE THE FILLINGS WE DID ON THE PTS OR PAY US FOR OUR TIME TO REPLACE THE RESTORATIONS? THIS IS OPENING UP LAWSUITS FOR US DENTISTS AS A COMMUNITY. THE LOT NUMBER IS P198010023, EXP 2014-01. MATERIAL HAS BEEN RETURNED TO MY (B)(6) REP FOR A REFUND. BUT MY CONCERN IS THAT THERE ARE DENTISTS OUT THERE THAT HAVE THIS PRODUCT AND ARE NOT AWARE OF THE PROBLEM. DENMAT REFUSES TO ACKNOWLEDGE THE PROBLEM AND IS TOO ARROGANT TO RECALL. THIS WILL LEAD TO FAILURES IN FILLING, LINERS, AND OTHER APPLICATIONS THIS PRODUCT IS SUPPOSED TO DO. DATES OF USE: (B)(6) 2013. DIAGNOSIS OR REASON FOR USE: FOR CLASS V FILLING RESTORATION.