The client is a private dental clinic in Honduras, operating with a professional team of over 10 dental practitioners and support staff.
The clinic focuses on patient-centered dental care, particularly procedures that require anxiety management and comfort.
To enhance treatment safety and patient experience, the clinic selected MeCanMed’s Sedation Dentistry System, expecting not only reliable equipment but also dependable technical support for long-term clinical use.
Challenge: Alarm Trigger Raised Safety Concerns
During routine operation of the Sedation Dentistry System, the clinic encountered an unexpected issue:
A buzzer sounded, and an alarm was triggered, prompting immediate concern among clinical staff.
Key challenges at this stage included:
Uncertainty about whether the alarm indicated a system malfunction
Potential patient safety risks during sedation procedures
Limited ability to independently diagnose the issue on-site
High sensitivity to downtime, as sedation systems are critical-care devices
For the clinic, rapid clarification and professional guidance were essential.
MeCanMed Solution: Expert-Led Remote After-Sales Support
Upon receiving the client’s inquiry, MeCanMed’s after-sales engineering team responded promptly.
After reviewing the operational video provided by the clinic, our engineer quickly identified a likely cause and delivered a clear explanation:
“If either the oxygen or nitrogen value is close to 0, the system’s built-in safety logic will automatically activate a buzzer and alarm.”
The support team then guided the client through a structured troubleshooting process, including:
Verifying oxygen and nitrogen tank values
Adjusting one or both values to 0
Opening the airway to test whether the alarm persisted
This approach allowed the issue to be confirmed and resolved entirely through remote technical guidance, without the need for on-site intervention.
Results: Fast Resolution and Strengthened Trust
After following the instructions, the client immediately confirmed successful resolution:
“Thanks, you were right. The values were close to 0 in the tanks. Machines work great.”
Measured outcomes:
Issue resolved within hours, not days
No interruption to patient treatment schedules
Full restoration of normal operation of the Sedation Dentistry System
Increased staff confidence in handling future system alerts
More importantly, the clinic gained a deeper understanding of the system’s safety mechanisms, reducing operational uncertainty going forward.
Confidence in Long-Term After-Sales Partnership
Beyond solving a single issue, this case demonstrated the clinic’s confidence in MeCanMed’s after-sales service capability.
The client emphasized that for advanced medical and dental equipment, responsive engineering support is as critical as the product itself.
They expressed strong willingness to continue long-term cooperation with MeCanMed for future equipment upgrades and technical support.
This case reflects MeCanMed’s commitment to delivering not only equipment, but reliable global after-sales service that dental clinics can depend on.
Choosing advanced equipment also means choosing reliable support.
Looking for a reliable Sedation Dentistry System with professional technical support?
Contact MeCanMed to learn how our Sedation Dentistry System and professional after-sales service can support your clinic long term.
