Customer Service & Support
Our priority is to achieve optimal customer satisfaction through excellent product design, reliability and quality. Throughout our organization, we emphasize responsiveness, integrity and personal responsibility. This ensures that your needs are our focus.
Our sales, sterile reprocessing, and technical support teams are available on-site and in-person to meet surgeon, hospital, and patient needs worldwide. Customer education and training are key components of customer service and available at several training centers. These centers feature System training to serve surgeons and their teams.
Finally, our Procedure Marketing and Marketing Communications teams can:
- Provide support to build awareness of your da Vinci® Surgery program
- Assist with strategic planning
- Help you develop and customize marketing collateral
Our Commitment to Our Customers
We are dedicated to providing exceptional service and support to our customers. Through our actions, we foster a “can do” attitude, ensuring customer needs and expectations are exceeded. As a team and as individuals, we strive to achieve customer loyalty each and every day by making every customer interaction a positive experience.
Contact Customer Service
For questions about products and services, please contact our da Vinci Resource Center toll-free at 877-408-3872.
From outside the United States, please call +41 21 821 2000.
For product complaints and inquiries please call or email customer service:
North and South America: 1-800-876-1310, option 3 (6 AM to 5 PM PST) or email firstname.lastname@example.org
Europe, Middle East, Asia and Africa: +800-0821-20-20 (8 AM to 6 PM CET) or email email@example.com
South Korea: +02.3271.3200 (9 AM to 6 PM KST) or email firstname.lastname@example.org
Japan: +03.5575.1362 (9 AM to 6 PM JST) or email email@example.com
Serious complications may occur in any surgery, including da Vinci® Surgery, up to and including death. Examples of serious or life-threatening complications, which may require prolonged and/or unexpected hospitalization and/or reoperation, include but are not limited to, one or more of the following: injury to tissues/organs, bleeding, infection and internal scarring that can cause long-lasting dysfunction/pain. Individual surgical results may vary.
Risks specific to minimally invasive surgery, including da Vinci® Surgery, include but are not limited to, one or more of the following: temporary pain/nerve injury associated with positioning; a longer operative time, the need to convert to an open approach, or the need for additional or larger incision sites. Converting the procedure could result in a longer operative time, a longer time under anesthesia, and could lead to increased complications. Contraindications applicable to the use of conventional endoscopic instruments also apply to the use of all da Vinci® instruments. You should discuss your surgical experience and review these and all risks with your patients, including the potential for human error and equipment failure. Physicians should review all available information. Clinical studies are available through the National Library of Medicine at www.ncbi.nlm.nih.gov/pubmed.
Be sure to read and understand all information in the applicable user manuals, including full cautions and warnings, before using da Vinci products. Failure to properly follow all instructions may lead to injury and result in improper functioning of the device. Training provided by Intuitive Surgical is limited to the use of its products and does not replace the necessary medical training and experience required to perform surgery. Procedure descriptions are developed with, reviewed and approved by independent surgeons. Other surgical techniques may be documented in publications available at the National Library of Medicine. For Important Safety Information, indications for use, risks, full cautions and warnings, please also refer to http://www.intuitivesurgical.com/safety. Unless otherwise noted, products featured are available for commercial distribution in the U.S. For availability outside the US, please check with your local representative or distributor.
Nothing in Intuitive Surgical training curricula makes expressed or implied promises or commitments to the persons attending. This includes any promise or commitment that the trainee will be provided any specific product or technology in future or that the trainee will be certified to perform a procedure related to the curriculum.
Some of the training described in Intuitive Surgical promotions may be provided by organizations or entities other than Intuitive.
Surgeon proctors are independent contractors. The prices listed for proctoring are for services rendered by the independent surgeon proctors. A list of surgeon proctors can be provided upon request. Intuitive Surgical does not take responsibility for proctoring services provided by independent surgeon proctors. The hospital/surgeon purchases the proctoring service as part of training they have independently determined to be part of their credentialing requirement; Intuitive Surgical’s role is merely to coordinate between the hospital/surgeon and the proctor. The proctors and the hospital/surgeon are always free to negotiate with each other directly.
Third-party products shown interacting with the da Vinci System and its instrumentation have been validated by Intuitive for use with the da Vinci System. Validation is for compatibility only and does not imply endorsement of the product by Intuitive.
da Vinci® Skills Simulator™ is intended to augment, not replace, existing training programs for the da Vinci™ Surgical System.
Unless otherwise noted, all people depicted are models.© Intuitive Surgical, Inc. All rights reserved. Product names are trademarks or registered trademarks of their respective holders.
PN 1008968 Rev. B 11/2015