SurgiTel Customer Service — Practical, Professional Guide

Executive summary and what to expect

SurgiTel is a leading maker of surgical and dental loupes and headlights. When you contact SurgiTel customer service you are asking for technical support, warranty service, fitment guidance and sometimes clinical training. Expect conversations to focus on three objective data points: serial number, proof of purchase (invoice or PO number), and your operating parameters (preferred magnification, working distance in millimeters, and interpupillary distance).

Typical workflows with SurgiTel support are structured: initial triage by phone/email, photo or short video documentation, shipping authorization for repairs (RMA), and return shipping. If you prepare the three objective items above before calling you will reduce hold time and accelerate repair authorizations.

How to contact and what to prepare

Use the company website (https://www.surgitel.com) to find the current contact form and authorized dealer list. When you open a ticket include: (1) clear photos of the product and any damage, (2) the serial number etched on the frame or electronics module, and (3) a copy of the purchase invoice or purchase order number. For clinical problems, add a 15–30 second video demonstrating the optical issue (e.g., double image, misalignment, or lamp flicker).

Preparing measurements speeds triage. Provide your working distance in millimeters (common options: 300, 350, 400, 450, 500 mm), the loupe magnification you ordered (2.5x, 3.0x, 3.5x, 4.0x are industry standard), and your interpupillary distance (IPD). If you do not know these numbers team support will guide you through measurement steps, but having them ready reduces back-and-forth and shortens resolution time.

Warranty, repairs and typical timelines

SurgiTel units are precision optical devices; warranty and repair workflows are governed by serial-number traceability and purchase date. In practice you should expect initial warranty verification within 24–72 hours of submitting required documents. Once an RMA is approved, typical on-site or in-factory repair turnaround ranges from 5 to 14 business days depending on parts availability and whether custom optics or frame remanufacture are required.

Out-of-warranty repairs are billed by line item: common charges include lens replacement ($150–$450), hinge/frame work ($75–$250), and LED headlight rebuilds ($200–$800). Shipping both ways and expedited options alter the total calendar time; ask for a written estimate before authorizing non-warranty work. For institutions, request a scoped cost estimate that lists labor hours and parts so the procurement team can create a PO.

Fitting, customization and clinical support

Customer service at SurgiTel often coordinates with authorized dealers for in-office fittings. A professional fitting session typically lasts 20–45 minutes: the fitter measures IPD, confirms working distance, checks declination angle, and verifies comfortable head position to avoid neck strain. For multi-user clinics or teaching hospitals, request a block booking—dealers commonly offer group fittings at a reduced per-unit cost.

Ask specifically about replacement nose pads, temple lengths, and declination shims when ordering. These small adjustments change the optical center by millimeters but have outsized clinical impact on image quality and ergonomics. If you plan to swap loupes between users, discuss modular frame options or quick-swap adapters to preserve warranty coverage and alignment.

Ordering, pricing ranges and ROI calculations

Price for a complete loupe-and-headlight system from a premium manufacturer like SurgiTel generally ranges from $800 (basic flip-up loupe) to $6,000+ (high-magnification custom fixed systems with integrated light). Typical market midpoints: 2.5x custom loupes with LED headlight ~$1,200–$2,200; 3.5x–4.0x custom systems ~$2,500–$5,000. Ask about institutional discounts for bulk purchases (5–20% depending on quantity) and service contracts that bundle annual checks.

Calculate return on investment with a conservative example: if magnification/headlight reduces each procedure time by 5 minutes and your clinical team performs 1,200 billable procedures per year, total time saved = 6,000 minutes (100 hours). At a loaded labor rate of $200/hour that equals $20,000/year in labor value — which can justify investment in high-end optics within 1–2 years.

Troubleshooting, maintenance and uptime tips

Daily care: clean optics with lens fluid and a microfiber cloth, inspect cables/batteries if you use a headlight, and store units in protective cases. Weekly: verify battery charge cycles; most lithium headlight batteries will show capacity decline after 12–24 months depending on use. Annual: request a professional alignment and optical check—this should include working-distance verification and inspection for micro-scratches that degrade image contrast.

When contacting support, follow these steps to expedite resolution:

• Provide serial number, clear photos, and the invoice/PO number in the first message so warranty checks can be completed immediately.
• If optics appear misaligned, include a short video showing a standard target at your clinical working distance; this lets technicians determine if adjustment or lens replacement is required.
• For lights that flicker, list battery age, operating time per session, and whether flicker occurs on AC or battery—this narrows down power-supply versus LED driver faults.

Final recommendations

Keep a small service folder per device with the purchase invoice, serial number photo, and last service date. Enroll in dealer or manufacturer reminder programs for annual checks. For institutional procurement, negotiate defined Service Level Agreements (SLAs) that specify response times (e.g., 48-hour triage, 10-business-day repair) and capped costs for out-of-warranty work to control maintenance budgets.

Well-run customer service interactions reduce downtime and protect clinical quality: provide precise measurements, document issues with photos/videos, and request written estimates for any non-warranty work. That discipline typically cuts total resolution time by 30–50% compared with ad hoc calls.

How much is a pair of loupes?

A pair of quality loupes usually cost in the range of $2,000 to $4,000.

Why are loupes so expensive?

Surgical loupes are a valuable investment despite their high cost. The expense is due to six key components: lens, prisms, special coating, material housing, design and optical engineering, and custom fitting. Specially designed optics are necessary for loupes to provide a clear and magnified view of the surgical site.

What are the best dental loupes brands?

Brands

• Orascoptic – great optics not as expensive as the ones with the same quality optics.
• Q-Optics – most expensive but comes with a lifetime warranty, lightweight.
• Designs for Vision (DFV) – durable.
• Surgitel.
• EyeMag Pro (Zeiss)

Where is SurgiTel headquarters?

Ann Arbor, Michigan
SurgiTel is the manufacturer of premium loupes and headlights sold around the world from their headquarters in Ann Arbor, Michigan. Holding a variety of patents, SurgiTel is always on the forefront of Vision and Ergonomics. 77 Enterprise Dr.

What is the phone number for SurgiTel?

1-800-959-0153
Call us: 1-800-959-0153, (734) 996-9200. Customer Support Hours: 8:30am – 4:00pm EST.

What is the phone number for medical dental 800 322 6384?

To contact the Medi-Cal Dental, please call the Member Customer Service Center at (800) 322-6384. The call is free. Medi-Cal dental agents are available 8:00 a.m. to 5:00 p.m., Monday through Friday to assist you.