Servicing Your Energy-Based Device: Risks and Compromises with Third-Party Servicing

When partnering with a device company, there are many business decisions to be made. Some of your most important decisions will revolve around ongoing device care. Energy-based devices can be a significant business investment. And you’ll want to make sure that your device performs as well and as long as possible!

At Candela, we have been in the aesthetic device business for over 50 years. We would like to share some of our learnings and recommendations to help you reduce risk and avoid compromises when deciding among service provider options.

Choosing a Candela service plan

New Candela devices come with a Limited Warranty, and Extended Warranties are also available. Following warranty expiration, you have the choice to enter into a Service Agreement to provide prolonged protection and service for your device.

Several Candela Service plans are available to cover your device. They vary depending on your country’s location, the device, coverage period, and level of service. All our Service plans are designed to shield you from unexpected repair costs and maximize device uptime.

With Candela Service Contract Plans, you receive the latest proprietary software updates, genuine Candela parts, and service from Candela Field Service Engineers.

Why are genuine software, parts, and a highly-trained field service team critical to device performance?

Software

Candela devices utilize built-in software that provides treatment parameters based on clinical studies of diverse patient populations. Device Regulatory approvals are based on these installed parameters.

Over time, software is updated – like other software-based products, this may be to fix a bug in a program, protect software security, improve usability, or allow new product feature updates and upgrades. With a Candela Service Plan, these updates are done on a regular basis.

Software updates can also be tied to device upgrades. With some applicator upgrades, for example, new software is needed for the applicator, and additional software updates may be included, such as updated maintenance reminders, treatment settings, and more.

Parts

Having genuine Candela parts is just as important as having our proprietary software. When it comes to the inner workings of a device, having genuine parts and properly trained technicians to work on your device is nothing more than critical.

In one of our devices, we recently changed the design angle on a particular part ever-so-slightly to optimize part connection and performance. On another device, we added an enhanced arm to improve beam alignment for optimized energy delivery. On our laser hair removal device, we offer a calibration port that measures energy delivery to the skin to ensure the exact energy desired is being delivered. We’ve spent months, and in some cases year, perfecting these parts and their design, testing for optimal patient protection and device longevity.

Candela service engineers

Candela prides itself on having highly trained Field Service Engineers (FSE’s) to work on your device. These Engineers undergo extensive in-person and ongoing training. They know the device: how to take it apart, put it back together, confirm the correct energy delivery, and ensure the latest software update is in place.

We strive for timely service and to reduce any associated downtime. That’s why we have Engineers strategically placed around the world - at your service! When warranted and available, we can also offer genuine replacement devices while your device is under repair.

Risks and compromises with third-party servicing

When it comes time to make your Service plan decision, non-Candela (third-party) companies may approach your practice to offer their own service plans. While some of these companies can provide basic repair, there are significant risks and compromises you may experience with selecting third-party service providers. Here’s what you need to know.

1. You're risking downtime and compromising ROI

In the fast-paced world of energy-based aesthetic treatments, device downtime isn’t just an inconvenience - it’s lost revenue, dissatisfied clients, and operational challenges.

Device malfunctions, prolonged repair times, and unreliable performance often arise when using third-party parts or technicians not trained by Candela, putting your business at greater risk. That’s why maintaining maximum uptime is crucial to protect your investment and ensure consistent returns.

With genuine Candela parts and Candela-trained Field Service Engineers, you can safeguard your business against disruptions and keep your devices running seamlessly.

Why genuine Candela parts matter

Genuine Candela parts are designed to reduce risk of malfunctions, ensuring your device remains operational when you need it most. You’ll get high-quality parts, specifically designed for each device. Candela, for example, buys only the best quality lenses for our devices. Our parts meet stringent quality standards, where strict performance variances can mean the difference between delivering energy as intended or putting your patient at risk.

Combined with priority response times and expert servicing, with Candela Service, you can resolve issues quickly, minimizing interruptions to keep your business on track. Additionally, preventative maintenance extends the lifespan of your device, reducing long-term costs and ensuring consistent performance.

2. You’re missing out on the latest device software updates

When working with a third-party servicing company, you miss out on many software updates. You may not get updated treatment settings, risk losing out on performance updates, and may not be able to add new applicators or technologies without the latest software version.

3. You're increasing the chance of device malfunctions and operational disruption

Using third-party parts can introduce significant risks, such as device malfunctions that may harm the eyes and skin of patients. Third-party parts can also reduce device lifespan, leading to higher long-term costs.

Using genuine Candela service helps you stay aligned with Regulatory compliance and protect your business while maintaining the highest standards of patient care.

Benefits of Candela servicing

Candela’s Field Service Engineers ensure your device is accurately calibrated for optimized energy delivery. Genuine parts are held to strict standards, giving you peace of mind that your equipment meets all necessary compliance and energy delivery requirements. Additionally, manufacturer-backed service helps reduce the risk of voiding your warranty. And, as an added bonus, when you have a Candela Service Contract, your plan type may also give you priority service, saving significantly in downtime costs.

4. You're exposing yourself to potential regulatory compliance issues.

Delivering consistent, high-quality results is essential for building patient satisfaction and loyalty. Using third-party parts that lack Candela’s rigorous design and testing standards can compromise device performance and treatment outcomes. Only genuine Candela parts and service help ensure consistent performance while guaranteeing compliance with strict industry regulations. Non-compliance with these regulations can result in serious consequences, putting your business at risk.

How Candela ensures optimal treatment quality

Candela’s expertise ensures your devices perform reliably, helping you achieve predictable outcomes and maintain a strong reputation in the aesthetic device industry. Servicing with Candela helps achieve precise and consistent device performance, safeguarding the reproducibility of treatment results.

With access to exclusive clinical training and ongoing support, you can refine your skills and maintain superior treatment quality. Candela’s dedication to excellence enhances client trust and reinforces your professional reputation.

5. You're jeopardizing consistent results and patient satisfaction

By relying on non-Candela-trained technicians, you jeopardize consistent results and patient satisfaction. Without the in-depth expertise required to properly handle your Candela device, these technicians are less likely to perform proper repairs or correctly diagnose issues, which can lead to further damage, unreliable performance, and compromised treatment outcomes.

Questions to ask before deciding on a service provider:

• Am I really getting the latest software upgrade with this service?
• Does this company have an engineer who is specially trained for my particular device?
• How long will it take the device to get fixed?
• What happens if they don’t have the right part?
• What happens if a part fails?
• If I am under a Warranty or a Service Agreement with Candela, and I select a third-party Service provider, and something goes wrong with the device, is my Warranty or Service Agreement still valid?
• If the third-party technician needs to take my device off-site, can I trust that they will return it? (It’s happened that they have disappeared! We’ve heard it all!)
• Without genuine parts and energy verification, will my device still perform at optimal energy?
• Am I confident that the device will be put back together properly?
• Am I protecting myself financially by opting into a third-party service agreement?

The advantages of Candela’s expertise

Candela’s Field Service Engineers use only genuine parts and tools, potentially resulting in reduced operating costs, extended device lifespan, and avoidance of costly device replacement. Transparent and predictable costs through Candela service contracts protect your budget from unexpected expenses, providing peace of mind. Some Candela service contracts may also include applicator replacements that can save thousands of dollars over the lifetime of your device.

Choosing third-party servicing or non-compliant parts exposes your business to significant risks, including device failure, extended downtime, and hidden costs that outweigh any short-term savings. These risks can compromise treatment quality, patient safety, and compliance with industry standards, leading to dissatisfied clients and reputational damage.

By investing in genuine Candela Service, you ensure optimal device performance and protect long-term device value. Trust Candela’s Field Service Engineers and genuine parts to protect your business, maximize uptime, and deliver consistent, high-quality results that reinforce your professional reputation.