3Shape Customer Service: Expert Guide for Dental Practices and Labs

Overview of 3Shape and Its Service Context

3Shape A/S is a Copenhagen-based dental technology company known for intraoral scanners (TRIOS), CAD/CAM software (Dental System, Implant Studio, Ortho System) and laboratory scanners. Founded around 2000, 3Shape now serves clinics and labs in more than 100 countries through direct offices and distribution partners. For authoritative company information, product downloads and localized contact details, the official site is https://www.3shape.com.

Customer service for 3Shape is delivered through a hybrid model: direct global support from the manufacturer combined with regionally based distributors and certified service partners. That means response channels and service agreements can differ by country — your best starting point is the contact page on 3Shape’s website, which lists local phone numbers, office addresses and authorized partners.

Contact Channels and Escalation Path

Primary contact channels for urgent and non-urgent issues are: online ticketing via the 3Shape Support portal, phone contact to local offices or partners, and in-person service through certified engineers. If your facility has an authorized distributor, that distributor will usually be the first escalation point for warranty repairs and on-site visits; for software-only issues, 3Shape’s remote support often resolves matters without a field call.

When escalating, follow a clear path: (1) open a support ticket and record the ticket number; (2) call the local support line and reference the ticket number; (3) if unresolved after the first-tier response, request escalation to a technical specialist or to 3Shape’s regional engineering team. Keep dates and times for each contact — this aids SLA tracking and any warranty claims.

Warranties, Service Plans and Typical Costs

Standard terms vary by region, but typically 3Shape hardware ships with a manufacturer’s warranty that covers defects for a defined period (commonly 12 months from installation). Beyond that, practices can purchase extended service plans that cover on-site repairs, loaner equipment and expedited parts. Pricing for extended support depends on the country and the product model; as a planning reference, expect multi-year service contracts to be a material percentage of the hardware list price (commonly quoted as 10–20% per year in the industry).

Software is generally licensed under subscription or perpetual-plus-maintenance models. Subscription pricing changes with modules (e.g., orthodontics, implant planning) and user count. For precise quotes — including upgrade paths, software-only maintenance, and trade-in/resale values for older scanners — request a written estimate from your local 3Shape representative or authorized reseller. Always compare total cost of ownership over 3–5 years rather than upfront price alone.

Typical Support Workflow and What to Expect

A practical support workflow starts with data collection: make a support ticket with your clinic/lab ID, product model, serial number and software version. Remote support can often resolve software configuration, scanning artifacts, or integration issues within 24–72 hours; hardware repairs that require parts or field visits will take longer depending on part availability and geographic logistics. For time-sensitive clinical schedules, request a loaner device upfront if offered in your region.

When an on-site visit is approved, certified technicians carry specialized diagnostic tools and spare consumables. Keep routine maintenance logs (cleaning cycles, calibration records) and any error screenshots or exported log files handy before the visit — these accelerate diagnostics and reduce billable time. If a repair involves shipment, insure your device and get a written RMA with tracking and expected turnaround times.

Practical Preparation and Troubleshooting (Checklist and Quick Steps)

Before contacting support you can collect a short, high-value packet of information and perform basic checks. Doing this saves time and usually improves the first-contact resolution rate.

• Essential info to collect: product model and serial number, software version and build, date/time of issue, screenshots or video of the error, last successful operation, network topology (router, proxy, firewall if relevant), and purchase/installation invoice.
• Quick troubleshooting steps to try: reboot the scanner and host PC; verify USB/ethernet connections and cables; run the scanner’s self-test/calibration; check for Windows or Mac updates and antivirus/firewall blocks; attempt the same scan on a second machine to isolate hardware vs. workstation issues.
• If you use a practice-management or lab-management integration (EMR, DICOM or lab MES), have API keys, integration logs and version compatibility notes available — integration problems are a frequent support category and are resolved fastest with these artifacts.

When opening the ticket, be concise but precise: state the workflow impact (e.g., “clinic down for scheduled crowns this afternoon”), which helps prioritize response. If you have a contract number or service-plan ID, include it — this often unlocks faster on-site options and loaner availability.

Final Recommendations for Long-Term Reliability

Invest in preventive maintenance: scheduled calibration, yearly health checks by certified service providers, and training refreshers for staff reduce emergency downtime. Allocate budget annually for software maintenance/subscriptions and a contingency for out-of-warranty repairs — typical planning figures are to set aside 3–10% of the device list price per year depending on usage intensity.

Maintain relationships with one local certified partner and the regional 3Shape rep. Clear escalation agreements, documented SLAs and routine status reviews (quarterly or biannual) will keep your scanners and software reliable and your clinic schedules predictable.