Carl Zeiss Meditec, Inc. - Dublin, California

JoAnn P.

I deal with many companies for lens ordering used in cataract surgery and this company is, by far, the worst I've had to deal with.
- Customer Service is not very friendly when answering their calls, on occasion you can hear the attitude in their voice.
- There's times when the phone just rings and rings and no one ever picks up. They have an option to leave a voicemail, but the call never gets returned. (I have voiced this incident before to a rep, and they told me the staff was in a meeting. To me that is hard to believe that not a single person was available to answer the phone. Everyone in that specific department was in a meeting?) I shouldn't have to chase this company to place an order. I shouldn't have to call numerous times in a day for someone to answer.
- The number to place an order for a lens should take me directly to the right person/ department to do so. Every time I call, after waiting for someone to pick up, I have to give that person the message of what I need and then they still have to find someone who is available to place the order, which I then have to repeat again what I need.
It's a huge inconvenience when trying to order through Zeiss, and not a very friendly one.

Dr. S. L.

Zeiss Meditec by it's actions does not care about optometry.

We purchased a Zeiss Visucam 224 delivered to our new practice location in Sept. 2019. This Visucam 224 camera technology did not work as the macula would be obscured in the second photo or the machine would shut down after a photo. For the next 15 months we were forced to deal with the service department, always on hold for 30-45 min before reaching a different service technician each time, who sometimes would blame us for not knowing how to operate the camera. Escalating the matter to the Regional Service Manager only allowed us more access to on-site Technicians who could not repair the problems. The original camera was exchanged for a replacement camera which had the same issues. The 2nd replacement camera (now camera #3) was returned to their facility for more repairs in December 2020 at which time we were loaned an older model fundus camera - why not loan us a Clarus? The "repaired" Visucam 224 was returned to us on Feb. 16, 2021 and on that same day, the camera still had the same problems. There were no repair notes that the technician could access to tell us what repairs had been made while the camera was gone for repairs for 2 months.
We spend so many hours dealing with a camera technology that did not work and interacting with a company that did not or could not know what was going on with a technology that they sold and on Feb. 16, 2021 we were told that they had discontinued the Visucam 224.

We needed the fundus camera during the pandemic so evaluate the posterior pole as holding a 90D lens for the fundus exam was problematic with fogging due to patients wearing face masks. As we told the Sales Manager and Service Manager, the malfunctioning technology we paid for in Sept. 2019 was impacting every patient encounter during the pandemic. We waited 3 weeks for the refund check for the original purchase price and today, April 15, 2021 (California income tax payable day), the Zeiss check bounced - returned by their bank!

Zeiss Meditec had an obligation to be truthful about the problems with their cameras so that our small business would not be tortured by their inept service department (replacement cameras were delivered to our old practice location, technology issues with the camera were not disclosed to technicians, service technicians on the service center did not see the full log of problems with the camera, appointments with technicians were not logged into their service calendar). By their actions, Carl Zeiss Meditec has not been trustworthy partner to our optometry practice and 18 months later, cannot be bothered to properly issue a refund.

Papa S.

Been an Optometrist for 30+ years of private practice in Sioux Falls, SD. Have invested in new technology very early on and have continued to do so. I recently sold my practice to another OD and my Optomap went out the last month before she took over. The Zeiss rep was battling the Optos rep to put in a new wide field imaging device but I only had one month left and didn't want to sign a lease obviously. The Zeiss rep stated that this other OD that was buying my practice was looking at putting in a new OCT and Clarus with him and that if I signed the lease, it would be an easy "flip of the paper" to get the lease assigned to her once she gained ownership in a month. He also stated they'd give me $5,000 to $10,000 back for taking out my Optomap. Also stated, as did the Optomap rep, that he'd put in a loaner until the new Clarus came. I decided to go with a Clarus. Well, now the lease company will not re-assign the lease to the new owner. I did not receive a penny back for the Optomap trade-in. And, the Clarus loaner the Zeiss rep put in had 50-60 patient photos stored on the drive and when the Zeiss rep came to remove the loaner, he put the images on a thumb drive and then moved the loaner Clarus to another office in my city. When the Zeiss installer rep came to set up the new Clarus, he too this thumb drive which was suppose to have had our 50-60 patient photos on it, went to transfer the images to the new Clarus and found out that only 1 patient's images were on this thumb drive. This Zeiss rep carelessly did not transfer the images and blamed us for it despite the fact that we didn't even look at the thumb drive contents as were told by this Zeiss rep to save it and give it to the Zeiss rep who was installing our new Clarus. On top of this, this Zeiss rep moved the loaner
Clarus to another office with our images still on it for all others to see, a huge breach of patient confidentiality and HIPAA rules.

I've served on the State Board of Optometry, served as a primary clinical investigator on 20 clinical trials for companies as Alcon, Vistakon, CooperVision, Ciba and Euclid Systems, deal with medical professionals on a daily basis on patient care and the use of technologies to solve issues. I've never, in 30+ years, had such a horrible experience with a company as Zeiss over this absolute mess. I had Optomap for over 15 years, three versions of the instrument and was extremely happy. I should have stayed with Optomap but a retinal group had said they like the Clarus and this, along with all of the BS that this Zeiss rep fed me about an easy lease transfer and money back sold me. Manipulation at its finest.

I've literally NEVER taken the time to post anything on anywhere for a product or service. This is just so unbelievably maddening as a professional that I had to. My 100% recommendation is this:

Never Zeiss. Go with Optomap over Clarus. Go with Optovue over Zeiss on OCT. We have the 740i and two Matrix visual fields...go with another brand for the service and honesty. STAY AWAY FROM ZEISS, PERIOD!

Miloh H.

Has the dis pleasure of dealing with Celso Hernandez at Meditec. With people like that working for them no wonder the company is falling apart.

John T.

Modern interior design, talented employees and positive impact on eye Care Management.

David

Phenomenal products and excellent customer service.

Peps R.

World leader in medical visualization technologies

Tilles