Midmark Service Request Dispatch Authorization - WO-00098385
Closed
Zone 2
WD Spline weldment/spud damaged
For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Ship Exchanged Open 723112 020-0411-00 2.00000
Primary Delay10.7 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay4.1 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
4.6d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Awaiting Parts - Customer
10.7d
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/17 MOwens Sent email to Janice requesting to schedule the return visit for 9/19 between 9-11am. Janice replied back and said that Friday morning 9/19 works for the return visit.
9/15/2025jsells
Ship To Name: VA Medical Center
Ship To Address: 950 15th St
Ship To City/State: Augusta, GA 30901-2608
Waybill (Tracking #): 1ZE444250349062582
Carrier: UPS-Parcel-Ground
The following items have shipped from Midmark Corporation on: 15-SEP-2025
LINE NO: 1.1 QTY: 1 ITEM: 9A600002 SERIAL #: V2849119 DESCRIPTION: ADA SIDE RAIL WITH ARTICULATION
LINE NO: 2.1 QTY: 1 ITEM: 9A600002 SERIAL #: V2851058 DESCRIPTION: ADA SIDE RAIL WITH ARTICULATION
8/29/25 RCook- Chattered: @[Melissa Owens] Midmark has requested Eric Colon. I have assigned this WO to Eric. Thank you!
08/29/2025 SRobinson- Due date updated to match tracking. No ETA. 1ZE444250373430898
8/28/25 SReich - Dailed the extension and the phone just rang for a long time, no option to leave a vm. Sending an email.
🔧Work Performed
9/19/2025- EColon- Arrived onsite, checked in with POC. Escorted by POC to section/tables, POC did not know where the parts were. Waited as POC located parts. After parts were located, installed new arm rails and completed functions check. Unit fully functional. Sn: V2849119 was installed on Sn V2842379 and SN: V2851058 installed on V2842474.
9/10/2025- Arrived onsite, checked in with POC and received parts. Two chairs SN: V2842379 and SN: V2842474 both having issues with one of the arm rails not being able to be installed on the exam chair. Arms having issues both had a damaged spud. After replacing spud on arm, tried to install onto chair but arm rails still would not slide into unit. Tested the spline weldment that was sent but these would not slide onto the arm rails either. Spline weldment would slide onto known good arm rail which shows that the arm rail itself may be damaged causing the issue. Called tech support, midmark will be sending out a set of arm rails for each chair. customer would like us to return to install.
🔍Technician Findings
WD Spline weldment/spud damaged
⚠️Problem Description
Zone 2
WD Spline weldment/spud damaged
For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Ship Exchanged Open 723112 020-0411-00 2.00000
Email:RE: Midmark Exam Chair Repair Va Med Ctr Augusta GA
Completed Sep 17, 2025
From: mowens@emsar.com
To: Samuel.Willis2@va.gov, eric.colon@emsar.com
Cc: Jasmine.Geter@va.gov, Janice.Griffis-Zanders@va.gov
Great. Eric Colon will see you on Friday morning between 9-10am.
Melissa
From: Willis, Samuel A. <Samuel.Willis2@va.gov>
Sent: Wednesday, September 17, 2025 9:46 AM
To: Melissa Owens <mowens@emsar.com>
Cc: Geter, Jasmine N. <Jasmine.Geter@va.gov>; Griffis-Zanders, Janice F. <Janice.Griffis-Zanders@va.gov>
Subject: RE: Midmark Exam Chair Repair Va Med C
📧
Email:RE: Midmark Exam Chair Repair Va Med Ctr Augusta GA
Completed Sep 17, 2025
From: mowens@emsar.com
To: Janice.Griffis-Zanders@va.gov
Cc: Samuel.Willis2@va.gov, eric.colon@emsar.com
Janice
You should receive the parts from Midmark by the end of today. Can we schedule Eric to return this Friday 9/19 between 9-10am to complete the repairs on the Midmark exam chairs?
Melissa
From: Griffis-Zanders, Janice F. <Janice.Griffis-Zanders@va.gov>
Sent: Thursday, September 4, 2025 11:54 AM
To: Melissa Owens <mowens@emsar.com>
Cc: Willis, Samuel A. <Sa
📞
Call
Completed Sep 8, 2025
Tech called to check in. Did not have parts in his possession, advised to come back when he did.
📋
Outbound to +17067330188
Completed Aug 28, 2025
Dailed the extension and the phone just rang for a long time, no option to leave a vm.
📋
Outbound to +17067330188
Completed Aug 28, 2025
Busy signal.
Aug 29, 2025 2:09pm
@Melissa Owens Midmark has requested Eric Colon. I have assigned this WO to Eric. Thank you!
📅
WO-01300096 - Repair - 200 (Series) Tables and Chairs - Augusta - VA Medical Center
Sep 19, 2025 9:29am – 12:00pm
Work Order: WO-01300096
Account: MIDMARK
Customer Case Number: SR 1445090 WO-00098385
Location: VA Medical Center
Address: 950 15th St, Augusta, GA 30901-2608
Manufacturer: Midmark
Model #: 200 (Series) Tables and Chairs
Serial #: V2842379
Contact Name: Janice Griffis-Zanders
Contact Phone: 1(706) 7