Having worked in the orthodontic field and spendin...

Having worked in the orthodontic field and spending countless hours on the ground working on various pieces of equipment with difficult to locate parts, Boyd used to be the absolute best company to work with. Professionals who clearly had decades of experience repairing and maintaining equipment were only a phone call away, and were always happy to help you find whatever obscure part was needed to get a job done. It was one of the rare companies which, in my admittedly narrow view, I did not roll my eyes before calling, because they were consummate professionals. Sadly my compliments have all been made in the past tense. Several months ago, a small piece in one of our units snapped. No problem, I will call Boyd. The gentleman I spoke with in parts was friendly, but had obviously had little more experience than I did with locating these parts. At one point, he stated "I'm sorry, I'm new." this immediately endeared him to me, and my patience level sky rocketed. However, he would "call me back with my part." A week passes, no part, no call. I call back. Same gentleman, no recollection of my call. No problem. Explain again, "no problem, I will find the part, get back to you." A few days later, I call back. Literally the same thing. I voice my displeasure and call a competitor. I have the part in three days. No biggie, I have crummy days/weeks too. Fast forward to a couple of weeks ago. Control box on one of our units (previously purchased from Boyd for mucho deniro) is busted. Doctor calls Boyd and Boyd states control box AND junction box will need to be replaced. Doctor orders both because he makes the mistake like me that Boyd cares about their professional relationships with their customers. Control box is replaced and unit works fine. I call Boyd to facilitate return of junction box. Because this is not your grandaddy's Boyd Industries, it is very difficult to get someone on the phone. No problem, leave a message. Day and a half later, I receive a call from a nice gentlemen in customer service. I explain my situation, and he responds "no problem, you need the parts department" and transfers me. Then a young lady answers. "oh you need the parts department" yes, I do. again waiting. After several minutes, she returns to the line and states that the parts department will have to call me back. No problem. None other than the Gerald from Christopher Cameron's previous review calls me back later in the day. Now I'm on the phone and he has to wait because again, you cannot reach Boyd's parts department any longer. The old timers who knew what you needed and were happy to help troubleshoot are long gone. He hangs up and calls back awhile later annoyed that he had to wait on hold, which... is kind of ironic...Anyhow, I apologize for the phone tag and explain our predicament, and again like Christopher Cameron's review, I am told about Boyd's no return policy. I understand to a degree, but it was Boyd that stated that we need both parts. Not according to Gerald. According to Gerald, Boyd is "just doing what the manufacturer recommends." Maybe he is. So I say, you know my doctors spent a small fortune with you guys last year, and I'm sure will do so in the future if we can wrap this small issue up and you can make an exception. "No." All I know is that if a mechanic tries this with your car enough times, the local news team will be on your case and you'll eventually go to jail.
Boyd is clearly another company that had a good reputation and was bought for that purpose, and is now going about the business of exploiting previous customers. The sad thing is, I'm sure that they'll get away with it. I tried to find CEO Adrian E. LaTrace's email address to send this complaint to, but it is not listed on Boyd's website, so I am forced to take to google. If you have the chance to avoid Boyd, I recommend that you do. There are plenty of other companies willing to take your money.
Note to whoever replies to google complaints on Boyd, please save your energy, and use it to treat some of the other customers you have boned a tiny bit better.