Cynosure sells lasers. I spent $140,000 purchasing an Elite laser. Cynosure then wants you to buy a $10,000 service agreement each year to keep them running. I decided to have a second party certified technician servicing the laser instead. Recently a part broke that only Cynosure sells. Here is the tale from Salt Lake City, Utah.
When I called to buy the part Cynosure quoted me $6000. I said great send me one. Cynosure then informed me that was the cost for their customers if their tech installed the part. If I wanted my tech to install the part it would cost me $12,000 (double). Sounds like price gouging. I asked them if they sold reconditioned parts and they said no.
I pursued other options, trying to have the part reconditioned, which was ultimately unsuccessful. I scheduled Cynosure's technician to come and service the Elite Laser and replace the part. They sent me a quote for $8,800.
When Cynosure's tech arrived, the old part was not in the machine. Cody immediately turned on the machine, spilling water (the coolant) everywhere. After drying up the floor, he then informed me the cost for the part would again be doubled (12,000) as there was no core to exchange. I explained when I called to get prices, they said they didn't sell reconditioned parts and hence an exchange shouldn't matter. Oh but it does.
I then spoke to Cynosures Western Regional Manager, Dan Denton, complaining that my quote didn't say exchange and I wanted some of the parts to have as back-up anyway. He said too bad. No exchange, double the price. I told Dan I could get the old chamber and return it. Dan said no as he wasn't sure what had been done to it. They only way to proceed was with the price of the part doubled. New quote, $13,571 and now warranty on the work (because they don't know what has been done tothe laser).
Having no alternative, I had the part installed. After installation, when Cody (the laser service technician) went to check the laser out to make sure it was working right, suddenly the power-supply was bad. When he flooded the machine by turning it on without the part in place, he blew-up the power supply.
Another discussion ensued. The result, the only way Cynosure would do anything for me is if I payed $10,000 for their service contract, and and additional $8500 for the part (power-supply) that their technician Cody just blew up.
Needless to say, I felt their customer service was awful because of the part pricing issue. That was before the service technician Cody came to my office and cost me thousands more by blowing up my power supply. Cynosure will take NO responsibility.
No matter how good Cynosure's lasers seem to be, I would stay away. The initial investment is insane, but it gets even worse if you need service. Hope this will help others not get worked over the way I have been.
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