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I know how important it is for a business to have a good reputation. I also understand that things can go south sometimes. That is why I have thought a lot about calculating the score of my experience with this office. I am aware that my method is far from perfect but still, I attempt to keep it objective.
Background: my relationship with the office started in December 2023 and ended in April 2024. I had a total of 2 crowns implanted and three cavities filled in what I remember was a total of 6 visits. There were more visits later, but as a result of the problems originated during those treatments.

Rules.
I will:
1. Start the score in the middle: 2.5.
2. Add 0.5 points for every positive interaction with reception.
3. Add 0.5 points for every cavity filled without pain.
4. Add 1 point for every crown treatment that went well until now.
5. Subtract 1 point for every day I have pain because of the treatment when the pain could be treated with painkillers and 3 if the pain was excruciating and therefore not reactive to painkillers.

The score:
1. 2.5 points for the start.
2. 0.5 points for the first visit. The receptionist was nice and the doctor explained things well.
3. 2 points for two crowns that went well. One was placed by a different doctor to replace a faulty one.
4. 1 for these two visits for the crowns.
5. 1 for two cavities filled without pain.
6. 0 for the rest of the visits. Nothing to remark one way or the other.
7. -3 for 1 day of pain without being able to sleep because of the pain and the painkillers not working.
8. -2 for two days of pain without being able to sleep because of the pain and the painkillers moderately working. There were 5 days, but I understand my part of responsibility on the matter.
9. -0.5 because the receptionist cannot find my email requesting an appointment.
10. -0.5 because the receptionist was rude and did not apologise after they sent two emails and a letter asking me to pay 9 CHF they told me I did not have to pay plus an extra 15 CHF for the delay. This situation could very well deserve an extra -0.5 because it lasted for months and they only solved it after I wrote to them once and called them once.

The two crowns that went well include the one they put to replace the faulty one that originated the pain that could be dealt with with painkillers to a certain extent.

The cavity that produced the excruciating pain, was a wisdom tooth that was filled too close to the nerve. The doctor, right after finishing, took an X-ray and told me that could create a problem because it was very close to the nerve. He told me that he had had no wisdom tooth for many years and that he could eat perfectly. However, he did not acknowledge the problem by extracting the tooth without cost not even recommending to do that. 4 months after that happened, it created an unbearable pain and risky situation.

The result of this calculation is
2.5 + 0.5 + 2 + 1 + 1 – 3 – 2 – 0.5 – 0.5 = 1 point.
EDIT: Answer to the office.
First of all, thank you for the tone of your message.
Let me briefly answer your points:
1. I mentioned the pieces involved in the procedure. It was not one but two pieces that created a problem: one crown and one fill. Your team replaced the crown at no cost, which I clarify here just in case that was not crystal clear. The other one was the wisdom tooth that needed to be removed. That was a big mistake and created much pain. That is 2 out of 5 pieces treated (40%) and much pain caused.
2. Your office did not solve the 9 CHF charge immediately. I got two emails (I responded to the first one) and one letter about this. It took 3 months to remediate this. It immediately solved the 24 CHF only after I called.
I was not going to write any review not to affect your reputation. Not even after the excruciating pain that I endured. But how I was treated when I called the last time, was the last nail in the coffin.
I will not meet you to discuss this. I will not answer again. I have done my best to gather the facts and explain my method to calculate the score. The reader will judge them.

Als neuer Patient habe ich schnell einen Termin bekommen. Da ich ein Angsthase bin, unter Paradontose und allgemein schlechter Zahne leide suchte ich eine Zahnarzt Praxis in der nahe und bin sehr Dankbar bei Frau med. dent. Maida Smajlovic und ihrem grossartigen Team gelandet zu sein. Sie leisten Grossartige Arbeit und sind sehr einfuhlsam auch wenn man ein Angsthase ist. Vielen Dank fur Ihre Unterstutzung und Ihre tolle Arbeit.

Freundlich gefuhrte, helle Praxis mit guter Anbindung an den offentlichen Verkehr.
Herr Dr. Schonenberger ist ein feiner, einfuhlsamer Zahnarzt, der gut erklart und sein Handwerk beherrscht. Auch hat er eine Affinitat zu Kindern. Mein Sohn hat jedenfalls die Angst vor dem Zahni verloren. Nur zu empfehlen.