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Carestream Support FAQs

Welcome to DEXIS, Carestream Dental customers!
Here is a list of FAQ’s to help support your transition into our imaging family.

Q: Which scanners are available with this acquisition?
A: CS 3600, CS 3700, CS 3800
 

Q: What software will be available with this acquisition? 
A: CS ScanFlow, CS Model, CS Model+
 

Q: How will this change in ownership impact you?
A: For existing IOS customers: Support of your device and software will be transferred to DEXIS. DEXIS has been a highly reputed brand in the dental industry for over 100 yrs. Globally, 150,000+ offices utilize DEXIS products. We hope to provide you with best-in-class customer support.

For new customers that are awaiting installation or training for IOS: Support of your device and software will be transferred to DEXIS. The DEXIS Customer Success team will contact you to schedule your installation and provide information on scheduling your training. For all other regions, please contact your dealer for installation of your devices and software.

Q: Will the functionality of my device be impacted?
A: No, there will not be any change to the functionality or performance of your IOS system.
 

Q: Will any new DEXIS software be needed to use my device?
A: No. You can continue using your device and CS Scanflow through CS Imaging until further notice.
 

Q: Will my warranties still be in effect?
A: Your warranty terms will be the same as when you purchased the device. Any new warranty purchased will conform to DEXIS solutions Terms and Conditions that will be communicated at the time of sale.
 

Q: Where can I order spare parts and scanner tips?
A: DEXIS customer service team or your preferred dealer. This will be effective May 2, 2022.

  • For North America, you can request accessories by visiting our Product Accessory page.
  • All other regions: Contact your dealer or visit www.dexis.com for local contact information.
     

Q: Will my initial quote from Carestream Dental still be honored?
A: No, we will be offering quotes with our own competitive pricing

Q: Will there be any staffing changes that might affect you?
A: We do not anticipate you to have any impact due to staffing changes. DEXIS has been a reputed brand in the industry for over 100 yrs. Globally, 150,000+ offices utilize DEXIS products. We hope to provide you with best-in-class customer support. If you are not satisfied with the level of service provided, please help us improve by providing your feedback.

  • North America: call 1-800-324-6055 or email IOSSupport.NA@DEXIS.com
  • Europe: visit DEXIS.com for contact information or email: IOSsupport.emea@DEXIS.com
  • All other regions: visit DEXIS.com for contact information

Q: Who do I call if I have a problem or concern?
A: DEXIS Tech Support

  • For North America, if you purchased your IOS system directly from Carestream Dental call DEXIS Support at: 1-800-324-6055.
  • If you purchased your IOS system through your dealer, contact your dealer directly.
  • For any customers in China please contact 178-5553-4324.
     

Q: Can I still access Carestream Learning Portal?
A: You can access Carestream learning portal using your current login and password until further notice
 

Q: Where can I download software for my IOS system?
A: You will receive a link from the DEXIS team after purchase to be able to download software.
 

Q: Who do we contact when we are running out of tokens for CS Model+
A: DEXIS Customer Service

  • For North America, you can contact our customer service team at 888-883-3947 option 3.
  • All other regions: Contact your dealer or visit www.dexis.com for local contact information.

Q: Will service quality/policies change?
A: Service and quality policies of DEXIS will be applied starting April 20th, 2022.
 

Q: Will inventory levels remain the same?
A: Yes

Q:  What will happen to my current billing plan? 
A:   Your Carestream Dental support plan will continue to be supported through Carestream Dental with the exception of Intraoral Scanners. DEXIS will take over all billing plans related to Intraoral Scanners.  In May, a DEXIS representative will contact you to setup your payment method and ensure there is not a lapse in coverage.

Q: Where do I ship returns and RMAs? 
A: Addresses listed below:

For North America
DEXIS
2800 Crystal Drive
Hatfield, PA 19440

All other regions
CSD MLV IOS Repair Depot
4 Rue F Pelloutier
77183 Crossy-Beaubourg
Marne le Vallee, FRA