Answers to ASI’s Most Frequently Asked Dental Unit Questions
Q: Can I purchase an ASI system direct?
A: Yes. ASI sells direct to the consumer to provide the best value to our customers.
New Orders & Lead Time
Q: How do I place my order?
A: Once you’ve selected the model that best suits your needs, select customization options. These options include instrument selection and integration, monitor mounts, trays, caster upgrades, and more. Please refer to the Instrument Selection Guide for more information.
Q: What if I Need to Change Something on My Order?
A: We strive to make the delivery systems just right for you. However, we do have a very detailed order review process that is put in place to begin production of your order. So, you can make changes to an order once it is finalized but we do require a change order fee based on the status of the order.
Q: How long will it take to receive my unit(s) once my order is placed?
A: ASI will make every effort to accommodate your schedule. Please let us know any extenuating circumstances you have. In general, Advanced Dental Units take 10 weeks to complete, plus three additional days for shipping. Please allow more shipping time for international orders.
Q: Do I Need to Order any Supplies for the new Equipment?
A: You are supplied with an initial getting started kit that contains any of the unique supplies for the equipment. These items then can be ordered with us by visiting our online store at ASISupport.com or by calling us and ordering with our support staff.
Q: How do I select and configure my system?
- Determine your preference for the Designer or Classic Then select a system model. You will be able to make general selections and obtain pricing information.
- Contact ASI’s sales team with questions or to further customize your system. (Email Sales)
- Select from a variety of cart configurations including CPU/auxiliary equipment compartment, doors with shelves, or banks of drawers.
- Review the Instrument Selection Guide to help determine what instruments and accessories you wish to integrate. (View Page)
- Select from ASI products such as a monitor mount, CPU shelf, trays, and more.
Financing & Payment
Q: Does ASI offer financing options?
A: ASI accepts major credit cards, checks, and wire transfers. While we do not offer financing directly, we work with a number of lending institutions including Bank of America, US Bank, and more. See Financing Providers
Q: When is the Final Payment Due?
A: For equipment orders we require a 50% partial payment at the time of the order and the remaining balance is due prior to shipping. We can accept credit cards for payment but require a 2% credit card fee to offset the bank charges assessed.
Q: Is Sales Tax Collected on My Order?
A: We sell and ship direct to you. We are required by a number of states to collect and remit to them the sales tax on the equipment. Other locations are not required and it will be your responsibility to remit what is called a use tax to your state and local governments.
Shipping & Equipment Arrival
Q: How will my system ship?
A: In most cases, your unit will ship via 3-Day Freight. International orders will vary.
Your unit will arrive in a cardboard container on a wooden pallet. It is designed for easy unpacking. Due to weight, ASI recommends a second person to help unpack.
Q: Can I ship my unit to an address other than my practice?
A: Yes. Please be sure someone will be present at the shipping address at the time of delivery. A signature will be required.
Q: When will my order ship and how long does shipping take?
A: Our delivery completions are estimates based on an existing order backlog and component availability. We quote these and provide in the initial sales order acknowledgement and will update you as the order progresses. Domestic shipments will usually take 3 to 5 business days to arrive to your location. International shipments will depend on the service type and location.
Q: Will I get a shipping tracking number?
A: Yes, once your order is picked up by the carrier, a tracking number will be sent to your email. This way you can monitor its delivery status. You can contact the freight carrier directly to arrange for a specific window of time for delivery.
Q: How will my equipment arrive?
A: Carts arrive in a heavy, double wall corrugated box that is strapped to a small wooden pallet.
Installation, Maintenance and Service
Q: Who will unpack my equipment?
A: The carts are designed to be easily unpacked. Due to the weight though, two people are required to remove them from the pallet. You can arrange White Glove Delivery Service with us so that the carrier will bring it into your office, unpack and set the cart where you want. They will remove and haul away the packing material. Please contact your Sales Representative or an ASI Sales Coordinator to arrange.
Q: Who will install, maintain and service my unit?
A: If you are currently working with a technician, they should be able to install and service your unit. If you need a technician, we recommend you use our Technician Locator tool, located on our support site.
- Umbilical Unit that Connects to Office Air Compressor and/or Vacuum – Installation is not included and needs to be arranged with either a service technician that you presently use or you can search our directory for technicians in your area.
- Self-contained systems with a built-in air compressor and/or vacuum systems – These systems have just a power cord and do not require installation. They only need to be plugged into an appropriate electrical outlet. Please ensure that the outlet has sufficient voltage to operate the system correctly.
Q: Will Someone Train My Staff and I on How to Use and Maintain the Equipment?
A: In addition to a comprehensive instruction manual, we provide instructional videos that go over the use and maintenance of the equipment in detail. In addition, we can work with your staff for a personal telephone orientation to walk you through set up, basic function of your new system, and answer any questions that they may have. Our customer support team is available Monday – Friday during standard business hours.
Q: What do I do if my unit malfunctions?
A: Many issues can be resolved by the operator without contacting a technician. Please refer to the Troubleshooting Guide in the front of ASI’s Parts & Accessories catalog or contact ASI’s Technical Support Team Mon – Fri, 8am – 4:30pm Mountain Standard Time. (View SUPPORT page)
Q: What is the Warranty for an ASI Delivery System?
A: ASI provides a one year limited parts warranty on major structural components including the chassis, arm mechanisms, casters and dental unit drive components including the control block and valves and primary electrical system components. A standard one year parts and labor limited warranty is provided on other components. Integrated electronic and pneumatic instruments are excluded from this warranty and are covered by their separate manufacturer warranties. All disposable, consumable and replaceable maintenance-type items including gaskets, diaphragms, O-rings, tubing and maintenance kit items are excluded from warranty. Any damage occurring from misuse, abuse or improper maintenance is excluded from warranty coverage. Please refer to ASI’s limited warranty for more information.