Enovis/LiteCure
Enovis/LiteCure: Concerns Regarding Customer Service and Support
I am sharing my recent experience with Enovis/LiteCure to help veterinary professionals evaluate customer service and repair support when considering therapeutic laser equipment. In 2007, I was among the first veterinary practices in Chicago to incorporate a Class IV therapeutic laser into small animal medicine. I later purchased three additional LiteCure units, served as a professional reference for practices nationwide, and volunteered to train veterinary staff in the clinical applications of laser therapy. My favorable view of LiteCure was based not only on its equipment but also on the customer service and technical support I had previously received. Since the company’s acquisition by Enovis, however, my recent experience has not met those earlier expectations. Recently, one of my laser units required replacement of a coin-cell battery associated with its display and touchscreen functions. I was told that the repair could take up to 12 weeks. In my view, that was a lengthy estimate for the repair described to me. During that period, I contacted customer service several times to request updates. I was generally told that no additional information was available and that I should wait until the 12-week mark. At that point, I was told that the repair had been escalated and that I would receive an email update within 24 hours. I did not receive that update. Over the following weeks, I made additional inquiries by telephone and email. Some of those inquiries did not receive a response. I eventually received an email from a customer service manager confirming that the repair had been escalated, but the message did not provide a specific completion date or further explanation. Approximately four weeks later, the repaired unit was returned without advance notification. These details reflect my records and recollection of the service process. My primary concern was not only the duration of the repair but also the limited communication and absence of a clear timeline. Veterinary practices make substantial investments in this equipment and may reasonably expect dependable repair support and timely updates when service is required. After more than three decades in veterinary medicine, I have developed longstanding relationships with many equipment manufacturers and suppliers. LiteCure was previously a company I regarded highly for customer support, which made this experience particularly disappointing. Prospective purchasers should consider customer service, repair turnaround times, communication practices, and technical support alongside the clinical capabilities of any therapeutic laser system. I also recommend asking manufacturers about typical repair timelines, escalation procedures, loaner equipment, and how customers are notified about delays. Based solely on this experience, I cannot recommend LiteCure with the same confidence I once had. I would carefully evaluate alternative manufacturers and obtain detailed information about service and support policies before making another purchase. I hope Enovis will review its repair and communication processes and work to restore the level of customer support that contributed to LiteCure’s earlier reputation within the veterinary profession.
Scott M. Rovner, DVM
ISU’94
19 ottobre 2026
Non scritta su invito
