From a small, family owned business we started in a bedroom of our home, we have grown into a larger business serving dentists across the United States for over three decades. We know a lot about integrity when it comes to dental handpiece repair. We are proud to have clients who are still with us now, from the time we started. We are still family owned and operated and we like to treat our clients like family – not a cliché. We are a father and son team on the workbench, both Eagle Scouts, both dedicated to advancing the field of handpiece repair.
Although I earned a business degree, my Mother Betty Williams, really taught me everything you need to know to operate a successful business:
- If you can’t say something nice, don’t say anything at all.
- Always say please and thank you.
- Do what you say you are going to do, and sometimes do a little more.
- If you make a mistake, say you’re sorry, and then make it right.
I bet you heard something similar from your Mom?
Based on our experience, here are the elements that we believe define integrity in dental handpiece repair, and that we strive for every day.
Honesty in Evaluating Your Handpieces
We constantly receive handpieces that are not really “broken”. There may only be a minor adjustment needed such as tightening a loose end cap, or housing. Perhaps a small piece of debris is affecting performance but there is nothing wrong with the turbine. We get a LOT of handpieces in that are simply stuck in neutral or are missing the gasket. All of these things can prevent proper operation, but none of these are things we would charge for.
As a clinician you are at the mercy of the technician who is evaluating your handpiece. At Handpiece Express we take this responsibility VERY seriously. Our motto is “don’t fix it if it ain’t broke!” Often, we will call an office to see why they sent it in, and to discuss other variables that could lead to poor performance – all at no cost. We value your TRUST and will NEVER break it.
Free Written Estimates
We are the ones attempting to EARN your business, therefore we should make it as easy as possible to do business with us. We cheerfully provide FREE detailed written estimates at your request. We understand you may want to know how much something costs before agreeing to the repair, kind of like car repairs. There is never any obligation to accept the estimate. If you decline the work, we will simply return your handpieces to you free of charge.
Systematic Serial Number Tracking
We understand that handpiece repair is not your main occupation – but it is ours!
We track every single repair by serial number and can provide you with a detailed repair history of any handpiece at the touch of a button. This is important for determining warranty repairs, as well as life cycle documentation so you can make an informed decision on whether a handpiece needs to be replaced. You may call and request the history of a handpiece before you determine whether or not to send it in. Frequently we will identify a newer handpiece that is still under your original manufacturer purchase warranty and let you know you are entitled to a free repair!
Sometimes we can facilitate this process, but if not, we return your handpiece so you can send it back through the proper channels. We are also happy to provide our clients with a free Repair Log Book to assist you in the challenging task of keeping track of your handpiece repairs. This is a great way to monitor your budget and identify any problem handpieces.
Positive Proactive Communication
We believe it is our responsibility to communicate effectively with our clients. This means promptly returning phone calls or voicemails. We have four humans available to answer the telephone – no AI here! If our lines are busy, or it’s after hours you may leave a voicemail and expect a call back the same day or next day.
We will call you if we have a question about your handpiece, or to alert you if we think your handpiece might still be under warranty. We strive for one day service, but we will let you know if there is going to be any delay in returning your handpiece.
Clear Repair Options Instead of “One Size Fits All”
Handpiece Express is proud to be able to offer you a menu of different options when it comes to repairing your handpieces. We understand that your handpieces represent a significant investment in your practice equipment. We provide different levels of repair to suit your personal or economic preferences. Some doctors invest in top of the line handpieces, and only want to replace parts with genuine original manufacturer components, that is fine with us, and we carry a broad inventory of genuine OEM parts to meet this demand. Other practices are fine with a good quality replacement that we produce in-house.
INTEGRITY comes into play by being HONEST about what we are putting into your handpiece. If it is not an original part, it should be clearly identified as such. We consistently work with new clients who are shocked to find out that what they had been paying for was not what they were led to believe.
Informing You When Repair Is NOT Your Best Option
We believe it is just as important to know what we can’t do, as it is to know what we can do. We may call you to let you know that your handpiece is beyond economical repair – meaning that the cost is too great to make the repair worthwhile, and that you should consider purchasing a replacement. We believe it is our RESPONSIBILITY to tell you when you need to buy a new handpiece, even if it goes against our best interests.
Along the same lines, we may advise you that sending your handpiece in for Authorized Factory Service is actually a better value for you. We are proud to be Authorized Repair Partners with many leading manufacturers like, Star Dental®, Midwest® and Lares® to name a few.
Honoring Warranties
We believe in the work we do, and we want you to be COMPLETELY SATISFIED (if not thrilled) with your repair. If you have any problems at all during the warranty period, just send the handpiece back at our expense, and we will make it right. If you are still not satisfied after a second attempt, we will cheerfully refund your money for the full amount, so you are never at any risk. We believe it is our responsibility to keep track of your handpiece repairs, and we will identify handpieces that are under warranty even if you are not keeping track.
Third Party Endorsements
Integrity means that a company should adhere to certain standards, and an affiliation with a trusted watchdog like the BBB is good sign. Handpiece Express is proud to be BBB+ Honor Roll Member for over 25 Years. We are also founding members of the National Dental Handpiece Repair Association with a published Code of Ethics.
Acting as a Valued Consultant
We love it when our clients call us for our opinions BEFORE investing in new handpieces. With over 45 years of experience in the dental handpiece industry – we have a LOT of opinions! And they’re all free. Much like speaking to an auto mechanic before purchasing a car, we are happy to give you straight answers about what we see coming across our workbench, good and bad.
We are also happy to answer your maintenance questions to keep your handpieces running smoothly, kind of like you telling your patients to brush and floss! We want to keep your handpieces running as long as possible so you will keep coming back to us for service. The best client is an INFORMED client.
Put Our Integrity to The Test
These traits reflect our Core Values at Handpiece Express. For over 30 years we have worked under these guiding principles. If you are in need of handpiece repair, we would love to earn your business.
Send in your handpiece and let us take a look. You’ll get a free written estimate either way.
📞 Call: (800) 895-7111