Communication is a critical component in developing a strong doctor/laboratory relationship. We are committed to ensuring that you get the best result and have predictable and dependable support. Below outlines what you can expect from our support team.
Calls
Our valued clients can expect to speak with a support person when contacted during regular business hours and we welcome your calls. (8am – 4pm Arizona time zone) Every attempt will be made to answer questions or concerns at that time. If we are unable to get an answer to a specific question immediately, your call or technical question will be returned within 3 hours. After hours and weekend calls will be handled if prior arrangements are made.
New accounts will be contacted by their account specialist prior to fabrication of their first case.
Emails will be answered on the same business day if received by 3pm (Arizona time zone) Accounts with an email address on file will receive a daily notification of cases shipped.
Lead Time
To ensure we meet your expectations for delivery, we recommend pre-scheduling all cases with our scheduler. Please do not schedule your patient’s seat day on the same day as the requested return date. Cases that have not been pre-scheduled will be returned on the first available date in our production schedule. We will call the office with the anticipated delivery date. Cases may be expedited and will incur a rush fee.
Custom Shade
To ensure our team is available to provide 5 star service to your patients, we request to have shade and adjustment appointments scheduled 3 business days in advance. We offer this service Mon – Thur (9am – 4pm.) The flat rate charge is $150.
Doctor and Patient Consultations
We welcome your questions on any case or a conference to better understand your needs. Because we are intent on ensure we deliver on every promise, we cannot accommodate walk in consultations.
Gold Dust Warranty
We stand behind every restoration we make and guarantee its integrity based on the following guidelines.
- Five years for porcelain fused to metal restorations
- Three years for all-ceramic restorations
- Two years for reinforced indirect composite restorations
If a defective restoration is returned to us within the above time spans, we will repair it or remake it at no cost. Please, be advised that Gold Dust warranty does not cover:
- Restoration failure due to insufficient reduction (material thickness less than optimum according to manufacturer\'s recommendations)
- Restoration failure due to improper material selection (e.g. All-ceramics in a patient with edge to edge anterior occlusion)
- Cost incurred for removal or insertion, chair time loss, loss of wages, inconvenience or pain.
- Loss of restoration due to bonding/ cementation failure.
- Failure of restoration due to retentive factors related to the preparation.
- Remakes or repairs related to tooth fracture, caries, gingival recession or root canal treatment.
- Price of gold used for the remake restoration unless the defective restoration is sent to us.
- Defective restorations caused by defective impressions the dentist was unwilling to retake upon notification from Gold Dust’s technical team.
- Post-cementation shade changes to restorations. (Please request our try in consent form for patient communication). The only exception is restoration fracture due to fabrication error use of a faulty material.
Adjusts and remakes outside of warranty
A call will be made to discuss the case and determine if a charge will be issued on the case.
We look forward to the opportunity to exceed your expectations and contribute to the successful outcome of every case you insert. Please do not hesitate to call use at 800-513-6131 with additional questions or concerns.