Hello,
This email is to request a work order put in for one of our autoclave machines here at the Norfolk center. We ran a load a couple of weeks ago and the bags were burnt and gave us a code C544-Sterilize mode, steam high temperature. We kept it unplugged for about a week just to see if it would automatically re-set itself, but it didn't. It was plugged back in, and you can see that the coils automatically got hot without the door being closed or a load started. Please reach out with next steps that is needed to be taken. Thank you!
Laurette Clarke I LPN
Lead Clinician
Sono Bello
It’s your life. Live it beautifully.
6160 Kempsville Cir., Ste. 100A<https://maps.google.com/?q=5250+Carillon+Point+%0D%0A+Kirkland,+WA+98033&entry=gmail&source=g>
Norfolk, VA 23502<https://maps.google.com/?q=5250+Carillon+Point+%0D%0A+Kirkland,+WA+98033&entry=gmail&source=g>
[757-216-1193]
7/25/25 RCook- Received confirmation email from Laurette Clarke for 7/30/25. Arrival time between 8-10AM. See logged email
7/24/25 RCook- Emailed Laurett Clarke to schedule for 7/30/25. Arrival time between 8-10AM. Waiting for confirmation. See logged email.
7/24/25 RCook- Called site to schedule. Was placed on hold. After 5 minutes, no answer. Could not log call in RC. Logged call manually.
🔧Work Performed
the heating element was disconnected from the main board and the main board was tested at J2 and J3 connectors. 125VAC was detected at the main board. MidMark was called. Brian from midmark and I went over a few other test and determined the main board needs to be replaced. Part number 002-1992-00 $1,025.00.
Deneen Williams requested a Quote for the repair. please send a quote to dnwilliams@sonobello.com.
🔍Technician Findings
the correct serial number is Midmark - M11 ID:6304272 SN:V2087575
The heating element heats up as soon as the unit is plugged in. the door is open and no cycles are started.
⚠️Problem Description
Troubleshoot C544 Error and Replace PM Kit as customer states its looks discolored. Confirm Asset number.
Customer Notes:
We ran a load a couple of weeks ago and the bags were burnt and gave us a code C544-Sterilize mode, steam high temperature. We kept it unplugged for about a week just to see if it would automatically re-set itself, but it didn't. It was plugged back in, and you can see that the coils automatically got hot without the door being closed or a load started. https://www.ebiotrack.com/workorder.php?wo=67030
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 3, 2025
To: lclarke@sonobello.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01293544Location: VA - NorfolkAddress: 6160 Kempsville Circle, Suite 100A Norfolk, VA 23502Device: Problem Description: Troubleshoot C544 Error and Replace PM Kit as customer states its l
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Aug 27, 2025
To: lclarke@sonobello.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01293544Location: VA - NorfolkAddress: 6160 Kempsville Circle, Suite 100A Norfolk, VA 23502Device: Problem Description: Troubleshoot C544 Error and Replace PM Kit as customer states its l
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Aug 20, 2025
To: lclarke@sonobello.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01293544Location: VA - NorfolkAddress: 6160 Kempsville Circle, Suite 100A Norfolk, VA 23502Device: Problem Description: Troubleshoot C544 Error and Replace PM Kit as customer states its l
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Aug 13, 2025
To: lclarke@sonobello.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01293544Location: VA - NorfolkAddress: 6160 Kempsville Circle, Suite 100A Norfolk, VA 23502Device: Problem Description: Troubleshoot C544 Error and Replace PM Kit as customer states its l
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Aug 6, 2025
To: lclarke@sonobello.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01293544Location: VA - NorfolkAddress: 6160 Kempsville Circle, Suite 100A Norfolk, VA 23502Device: Problem Description: Troubleshoot C544 Error and Replace PM Kit as customer states its l
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Jul 30, 2025
To: lclarke@sonobello.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01293544Location: VA - NorfolkAddress: 6160 Kempsville Circle, Suite 100A Norfolk, VA 23502Device: Problem Description: Troubleshoot C544 Error and Replace PM Kit as customer states its l
📧
Email:Re: EMSAR Request for service at VA - Norfolk (Email to schedule service)
Completed Jul 25, 2025
From: lclarke@sonobello.com
To: rhea.cook@emsar.com
Hello,
Laurette here, yes 7/30/25 will be just fine and that is our address. I will not be here because I will be on pto but there will be someone on site to direct the technician as to where to go. Thank you so much for getting to us so quickly.
Laurette Clarke I LPN
Lead Clinician
Sono Bello
It’s your life. Live it beautifully.
6160 Kempsville Cir., Ste. 100A<https://maps.google.com/?q=5250+Carillon+Point+%0D%0A+Kirkland,+WA+98033&entry=gma
📧
Email: EMSAR Request for service at VA - Norfolk (Email to schedule service)
Completed Jul 24, 2025
To: lclarke@sonobello.com
CC: mowens@emsar.com
BCC: rhea.cook@emsar.com
Attachment: --none--
Subject: EMSAR Request for service at VA - Norfolk (Email to schedule service)
Body:
Hi Laurett Clarke,
I hope you’re doing well. I’m reaching out to schedule a service appointment for the repair on your sterilizer.
Here’s the location information we have on file:
Location:
VA - Norfolk
6160 Kempsville Circle, Suite 100A
Norfolk, VA 23502
Contact:
Laurett Clarke
7572161193
We currently have a
📞
Call
Completed Jul 24, 2025
7/24/25 RCook- Called site to schedule. Was placed on hold. After 5 minutes, no answer. Could not log call in RC. Logged call manually.
Sep 10, 2025 8:42am
@Matthew Bateman @Michael Harris
Hi Team,
Please close this out as is.
Customer did not sign the quote for return visit and parts order was canceled.
If they are still interested in service, they can reach back out!
📅
WO-01293544 - Virtual Tech - Field Repair - Norfolk - VA - Norfolk
Jul 30, 2025 8:00am – 10:00am
Work Order: WO-01293544
Account: Sono Bello
Customer Case Number:
Location: VA - Norfolk
Address: 6160 Kempsville Circle, Suite 100A, Norfolk, VA 23502
Manufacturer:
Model #:
Serial #:
Contact Name: Laurett Clarke
Contact Phone: 7572161193
Contact Email: lclarke@sonobello.com
Due Date: 7/28/2025
Timeline
📞
Case Linked Jul 23, 1:51 PM
Case Number:00512970
Subject:Autoclave over heating
Status:Closed
📋
▶
2
Work Order Created Jul 23, 3:28 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From:Entered
To:Ready for Scheduling
Duration in Previous:0m
👷
▶
2
Technician Assigned Jul 24, 11:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From:Ready for Scheduling
To:Assigned
Duration in Previous:19h 33m
🗓️
▶
2
Status: Scheduled Jul 25, 9:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For:2025-07-30T12:00:00.000+0000
⏳4.0 business days
🔧
Status: Tech On Site by Michael HarrisJul 30, 9:44 AM
From:Scheduled
To:Tech On Site
Duration in Previous:5d 0h
⏱️
▶
3
3x Labor Added Jul 30, 10:39 AM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order:00079053
Status:Canceled
📦
Status: Awaiting Parts by Michael Harris
From:Tech On Site
To:Awaiting Parts
Duration in Previous:58m
🚨30.0 business days
✔️
Status: Completed by Matthew BatemanSep 10, 10:05 AM
From:Awaiting Parts, Completed
To:Completed, Closed
Duration in Previous:41d 23h, 0m
⏳2.0 business days
📄
▶
2
Status: Ready to Bill Sep 11, 4:31 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:0m
🧾
Invoice Created Sep 12, 10:31 AM
Invoice Number:SM-240645
Bottlenecks
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 30.0 business days (threshold: 3.0 business days)
Exceeded by 27.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)