World-Class Support and Field Service
At Cutting Edge, we know that world-class service and support is as important as our technology. We cannot control what happens with our installed lasers but we can control how we respond to issues and problems. You can expect us to respond timely, professionally and with competence. We strive to treat our customers like we would like to be treated. We call it the Golden Rule of Service. We take pride in offering a wide range of service and supports options designed to meet the unique needs of each customer. Our field service engineers are factory trained and we use only manufacturers parts. Our customers consistently rank their experience with our support team as exceeding expectations. It’s really simple. We care.
Our goal is to provide our customers with a variety of service options, including but not limited to our Extended Service Protection Plans, that are priced fairly and supported with the best service team in the industry.
Our Field Service Engineers are Best-in-Class
Cutting Edge delivers world-class field service through one of the largest and best trained teams in the business. Whether it’s on site service or depot service, all our service engineers are factory trained and industry veterans. Our team has an average tenure of more than ten years of servicing lasers. Most are electronic engineers by trade with a passion for medical lasers. It’s important to note that we secure about one third of our new customers from existing customer referrals. In other words, our customers are satisfied and proud to share their experience with their colleagues. For that, we are grateful.
Our Technical Support Exceeds Expectations
The service and support experience usually starts with a customer’s phone call. Our goal is to answer every call with a live voice during our regular business hours. From our perspective, world-class technical support should not start with an automated attendant. While this may be viewed as antiquated by some, we still believe people can deliver much better service than an automated phone system. Lastly, our team is empowered to act quickly and efficiently to determine the best path to world-class support. Everyone on the team can respond immediately with a focus on doing what’s right and delivering the same level of support that we would like to get. As mentioned above, we call it the Golden Rule of Service – treat our customers the way we would like to be treated.