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Ordering & Returns

Surgical Service Plans

Protect Your Purchase 

Regular inspection and preventive maintenance are integral factors in prolonging the life of your investment and ensuring reliable performance and regulatory compliance. At Johnson & Johnson Vision, we are dedicated to providing you with a sense of security and support in your maintenance coverage, so we offer service plans to fit your business needs and budget.

Our vision products’ service plans* include:

  • Regularly scheduled preventive maintenance for Total and Secure Advantage plan holders
  • Reduced total cost of ownership by minimizing downtime and maximizing use
  • Predictable maintenance cost for more accurate service budgeting in your practice
  • Software updates and component retrofits for optimized performance
  • Multiple year or multiple system discount eligibility for service contract customers
  • Monthly, quarterly or yearly payment plan available with no additional fee

Service Agreements

We’re committed to exceeding your expectations by providing outstanding service experiences. Our service plans are designed to meet the unique needs of your practice — in addition to providing the long-term benefits associated with being a Johnson & Johnson Vision partner.

Total Advantage Service Plan*,**

For maximum peace of mind, this plan offers optimal comprehensive coverage that includes:

  • Priority services, including guaranteed uptime, priority on-site service and priority response time for scheduling, parts and updates
  • Extended hours of service and technical phone support
  • Fixed annual service cost regardless of the number or severity of repairs
  • Pre-scheduled periodic preventive maintenance per equipment specifications
  • Unlimited phone and on-site calls
  • All parts, including optics, labor and travel expenses during the term of the contract

Secure Advantage Service Plan*,**,†

For practices that desire a standard, comprehensive coverage, this plan includes:

  • Standard hours for service, technical phone support and response time
  • Pre-scheduled periodic preventive maintenance per equipment specifications
  • Unlimited phone and on-site calls
  • All parts, including optics, labor and travel expenses during the term of the contract

Value Advantage Service Plan*,**

For practices seeking a cost-effective safety net, this corrective maintenance-only plan offers:

  • Corrective maintenance to get your system back up and running whenever technical problems occur
  • Unlimited phone and on-site calls
  • All parts, including optics, labor and shipping costs during the term of the contract
  • A minimal travel fee, applicable per call

CONTACT

If you are interested in purchasing or renewing a service contract, inquiring about your expiring warranty or requesting additional information on service agreements, please contact us.

FOOTNOTES

*All service plans presented are specific to the United States. Service plans available in other countries may have variations. Please contact your regional representative below to get additional details for your area.

**All listed plans are available for the full portfolio of Johnson & Johnson Vision's refractive surgical systems.

†This plan is currently the only available plan for the CATALYS® Precision Laser System. Total and Value Advantage plans are currently the only plans available for Phacoemulsification systems.

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Surgical Technical Support

We're Here to Help

Johnson & Johnson Vision’s technical support team consists of three tiers of unique coverage to provide comprehensive service: localized technical support, escalation management and global spare parts and logistics. Striving to protect the longevity of your capital equipment and other ophthalmic investments, the three sectors are designed to maintain Johnson & Johnson Vision devices, troubleshoot technological issues and provide viable service solutions.

Local Technical Support

Integral to maintaining your devices, our technical support team includes experienced and highly trained field service representatives (FSRs) and knowledgeable technical support specialists (TSSs) to ensure that all of your device- and procedure-related needs are fully addressed. With localized and personalized support, you are provided with the peace of mind that your investments are well protected.

Our technical support specialists triage issues over the telephone and dispatch field service representatives if onsite support is required.

Field service representatives undergo extensive training and annual recertification to maintain a solid foundation of knowledge on our latest innovations. Additionally, our unique cross-training program prepares them to provide quick responses for all modalities. Our representatives have an acute understanding of your equipment and are trained to use our advanced diagnostic capabilities to expeditiously resolve your concerns.

Escalation Management

Our escalation management process is designed to provide timely responses to complex technical support issues. Unique to Johnson & Johnson Vision, our second support level is staffed with senior engineers and clinical specialists who are experts in their respective product lines. This extensive network of remotely based regional technical support engineers works hand in hand with the local field service representative team to provide higher-level technical solutions.

Even at our corporate level, we trust this team of skilled individuals to work closely with manufacturing and R&D engineering in the resolution of complex hardware and software issues.

Global Spare Parts & Logistics

In more than 80 markets worldwide, we offer direct and indirect (via distributor) on-site service. We have strategically placed spare parts warehouses around the globe for use by our field service representatives and the logistics team that manages their particular service needs, providing convenient coverage for the Johnson & Johnson Vision network. Quick access means quick answers, and our global spare parts and logistics division helps maximize the uptime of your device so you can provide optimal care for your patients.

CONTACT

How can we help?

800.511.0911

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How do I order from Johnson & Johnson Vision?

Vision Care Customers

To open an ordering account, please visit the following online form, or you can call Customer Service at 1-800-874-5278 Monday – Friday 8 am – 9 pm EST.

 

Surgical/OSD Customers

Once registered, you will receive an email with your username and a temporary password. Visit surgicalordering.jnjvision.com to log in and get started. If you have questions or need assistance, please call Customer Service at 1-877-266-4543 Monday – Friday 8:30 am – 8 pm EST.

Can I pay with a credit card?

Vision Care Customers can pay statements or invoices by credit card or e-check.

Who do I contact if I have a billing question?

For Vision Care Customers:
regarding all questions about your statements or invoices,
please call Billing at 1-800-876-6610 Monday – Friday 8 am to 5 pm EST.

If it’s past regular business hours, feel free to contact Customer Service at 1-800-874-5278 Monday – Friday 8am – 9pm EST.

For Surgical Vision Customers:
regarding all questions about your statements or invoices,
please call Accounts Receivable at 1-866-881-5704 Monday – Friday 8 am to 5 pm EST.

If it’s past regular business hours, feel free to contact Customer Service at 1-877-266-4543 Monday – Friday 8:30am – 8pm EST.

Can I return unopened contact lenses?

Johnson & Johnson Vision accepts and credits original purchases of returned product provided the unused product is received in its original and unopened package. Please take a look at our Returns Policy Page for details.