We made a mistake!

Dear INFINIDENT customers,

Transparency is important to us. Therefore, we wanted to publish a short statement to inform you about certain issues arising the last week.

On October 1, we wanted to open a new chapter for our company with our new webshop at infinidentsolutions.com. As it is usual with IT projects, we have planned, tested and prepared this project for more than a year. Nevertheless, in the course of the going live of the new order system, we have found that we did receive your orders, but not the files you uploaded to our site. Of course, this poses a huge problem for a manufacturing company. Even more so because it worked without any problems during our extensive test runs.

As a result, together with our IT project partners and the system manufacturer, we searched for errors and gradually eliminated the possible sources of error, identified the problem and subsequently succeeded in eliminating it with the help of a software patch. Since then, the systems are running as expected, and we hope that stays that way.

Since that time, all of our staff have been busy collecting and processing the unsubmitted orders. However, for you as a customer, this means that we - not least because of the nationwide public holiday on 3 October - were/will be unable to fully comply with the delivery times that we usually guarantee and our customers are used to. This may lead to unpleasant situations and conversations with your dental customers and, as a result, to frustrated patients.

We can understand this and sincerely apologize for our mistake! "Without our mistakes, we are zeros," said the American writer Arthur Miller, nevertheless, we had also expected our product launch to take a more straightforward direction.

However, as part of the process of dealing with this unpleasant situation, we will contact all affected customers and present a proposal on how we might be able to make the situation, which is unpleasant for all parties involved, a little more bearable.

We sincerely apologize for the inconvenience this may have caused. Thank you for your understanding and your patience.

If you have any questions, please do not hesitate to contact our dental technology support at +49 (0) 6151-396 1818 or service@infinidentsolutions.com.

Yours,
Thomas Fries
Managing Director