What is The Astanza Experience?
The Astanza Experience provides foundational support to ensure a fast start at the beginning stages of your business or when launching a new service. Pair that with the most comprehensive warranty and lifetime training in the aesthetic industry, and you’ve got a long-term recipe for success.
Our Business Builder system starts you off with customized digital marketing campaigns, including critical business and marketing strategies, while protecting your laser investment with the most comprehensive warranty in the industry, which includes a 3-business day service guarantee and lifetime training.
Who is Eligible for The Astanza Experience?
Only clients that purchase a laser directly from Astanza are eligible for the Astanza Experience. If an Astanza laser is purchased through a third party or reseller and not directly purchased from Astanza, the laser is not covered by the Astanza Experience.
What is included in The Astanza Experience?
The Astanza Experience starts you off with a kick-off call with the Astanza Team, including our award-winning service, training, and marketing teams, to ensure you have the support you need and understand how to get the most from The Astanza Experience.
On this call, we will walk you through each component of The Astanza Experience to make sure you understand how to best utilize our extensive services over the lifetime of your laser.
What is the Astanza Business Builder System?
The Astanza Business Builder System provides the most optimized marketing service for your business, including business and marketing strategies that consist of:
– A kick-off call with the award-winning Astanza Team (includes members from our service, training and marketing teams)
– Business tips and guidance from our Award-Winning Marketing Team starting with our kick-off call
– Customized digital marketing campaigns to get you started producing revenue
– Search Engine Optimization (SEO) content for your website that is specific to the device you purchased
– Marketing materials for your office specific to the device you purchased
– Pay Per Click Advertising set up and management
– Search Engine Optimized (SEO) Press Release
– Link to your site from the Astanza website
– Custom graphics and design work
– Access to client webinars and email newsletters
Who is eligible for the Astanza Business Builder system?
Clients who purchase an Astanza laser after June 1, 2022, are eligible for the Astanza Business Builder system. Clients who have purchased a laser from Astanza prior to June 1, 2022, and purchase a new laser from Astanza after June 1, 2022 are also eligible for the Business Builder System.
The purchase of a Trinity TSR system does not count as two separate purchases. However, the purchase of a Duality Signature and a MeDioStar® for instance would qualify you for the Astanza Business Builder program for both lasers.
What type of leads will be generated?
Astanza will work with the client to understand their target audience and tailor social media ads specifically to their geographic area, client demographics, and the primary treatment their laser provides.
To help a client generate leads, it is required to have a Facebook page and an active website.
What does the 3-Business Day Service Guarantee mean?
The 3-Business Day Service Guarantee means that Astanza will have your laser in working condition within 3 business days after a client calls, emails, or leaves a voicemail at the designated number & email address stating an issue or requesting the initiation of a service request. If you are on a VIP plan and we can’t or don’t have your laser in working condition within 3 full business days of contacting us, we will extend your VIP plan by one month per day with a maximum of 6 months.
Receive a laser repair via an A La Carte visit, and we can’t or don’t have a laser in working condition within 3 business days of receipt of full payment (unless the client chooses a later service date), you will receive a 20% discount on any parts needed.
May not be combined with other offers or specials.
What does the 3-Business Day Service Guarantee include?
The 3-Business Day Service Guarantee includes any issues related to your laser’s safe and effective operation under normal operating conditions. For example, spot size recognition errors, handpiece recognition errors, aiming beam dysfunctions, damage from dropped handpieces, water damage from a water leak, and other issues related to abnormal use are not covered by the 3-Business Day Service Guarantee.
Which days are considered business days?
Business days are (Monday – Friday). Requests received before 11:59 PM Central time will start the response time the next business day. Note that observed holidays listed here are not included in the 3-day service guarantee.
2023 Holiday Example
January 2, 2023 – New Years’ Day
January 16, 2023 – Martin Luther King Jr Day
February 20, 2023 – Presidents Day
May 29, 2023 – Memorial Day
July 4, 2023 – 4th of July
September 4, 2023 – Labor Day
November 22, 2023 – Office to close at 2 pm for Thanksgiving
November 23 and 24, 2023 – Thanksgiving
December 22, 2023 – Office to close at 2 pm for Christmas
December 25, 2023 – Christmas Day
Example
Call, email, or leave a voicemail with a detailed description of your issue on Monday at 10 PM CST and we will resolve your issue within 3 full business days by Thursday, or we will extend your VIP plan by one month per day with a maximum of 6 months or provide a 20% discount off parts for A La Carte visits.
Call, email, or leave a voicemail with a detailed description of your issue on Friday at 8:00 AM CST and we will resolve your issue within 3 full business days by Wednesday, or we will extend your VIP plan by one month per day with a maximum of 6 months or provide a 20% discount off parts for A La Carte visits.
Examples of timing
Call, email, or leave a voicemail with a detailed description of your issue, and Astanza will resolve your issue within 3 full business days:
– Monday at 9 AM CST then resolved by Thursday
– Monday at 6 PM CST then resolved by Thursday
– Tuesday at 10 PM CST then resolved by Friday
– Wednesday at 11 AM CST then resolved by Monday
– Thursday at 12 PM CST then resolved by Tuesday
– Friday at 9 AM CST then resolved by Wednesday
– Friday at 9 PM CST then resolved by Wednesday
Contact Information for Reporting a Service Issue
Phone calls may be received at (800) 364-9010. Emails can be sent to service@astanzalaser.com.
You may also fill out the Astanza Request Service Page form: https://astanzalaser.com/request-service.
Phone calls or emails made to other emails or numbers not listed here will not be considered a starting point for the 3-Day Service Guarantee to start.
Chat on our website is not available for submitting a service ticket, so please call or email as indicated above.
What happens if we don’t meet the 3-Business Day Service Guarantee?
If we fail to meet the 3-Business Day Service Guarantee, we will extend your current VIP plan by 1-month per day over the service guarantee. The per-day extension is not to exceed a maximum of 6 months. For instance, if we miss the service guarantee by 4 days, we will extend your current VIP plan by 4 months.
If your laser is repaired via an A La Carte visit (not in a VIP plan) and we can’t or don’t have your laser in working condition within 3 business days of when you paid for your visit (unless scheduled at a later date), you will receive a 20% discount on any parts needed.
May not be combined with other offers or specials.
After you submit a service request through an approved method, what happens if we can’t reach you to troubleshoot or schedule a service visit?
If an Astanza team member can not get a hold of you via phone, email, or text to troubleshoot or schedule a service visit, the 3-Business Day Guarantee will be paused until there is communication between you and the Astanza representative regarding troubleshooting or scheduling of a visit. The 3-Business Service Guarantee will resume after that contact is made.
Can I receive cash instead of receiving an extension for my VIP Plan?
Instead of extending the VIP plan or the 20% parts discount, there is no cash option.
Is the 3-Business Day Service Guarantee limited by geography?
Yes, for those that became clients after 8/22/23, the 3-Business Day Service Guarantee is only available in the Continental United States (lower 48 states) and does not include US territories or Canada.
What does Training and Clinical Support for Life include?
Lifetime Training and Clinical Support for as long as you own your Astanza laser includes access to a comprehensive clinical resource library, video consultations with Astanza biomedical engineers or clinical trainers, and access to complimentary training at New Look Laser College (Dallas location, laser tattoo removal training only) and pre-scheduled training at Astanza headquarters.
Only clients who are the original laser purchaser may attend any New Look Laser College course in Dallas, Texas, at no cost to them for the course. This included training at New Look Laser College is non-transferable, specific to the New Look Laser College Dallas courses, and subject to availability.
Who does Training and Clinical Support for Life include?
Training and clinical support for life is included only for those that originally purchased their laser from Astanza and are non-transferable.
