quoted tech Jason Morris
The parts required to fix this unit will be shipped by our Wisconsin manufacturing plant to Orion Eye Center, 1775 SW Umatilla Ave, Redmond, OR 97756 . The parts are shipping Fedex Overnight and the tracking number for these parts will be supplied to Emsar when it becomes available.
This is a RUSH Service call so please let us now the earliest you can get to the Redmond facility so we can inform our customer.
Model Number: ESC2EYEST-X Surgi Eye Chair (Operating Manual attached)
Scope of Repair/Service: Unit needs to be evaluated and if needed, diagnosis for repair. Unit giving faulty codes and then will stop working. When reset it will work again but the leg portion continues to not want to respond.
“Through one connect it has been determined that either the cable to the leg, or the leg actuator itself is shorting out. We will have the service technician test the new actuator first, then if necessary, swap out the cable and/or the actuator”.
The Emsar quote is under “Orion Eye Center”. This has been changed to “Deschutes Eye Center”. It’s the same facility location, no change.
We do relies that we are requesting additional labor for this service call. No need to requote, just move forward with providing Repair/Service work.
Primary Delay3.0 days stuck in "WO Correction Needed"
⏱️
Total Delay3.4 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Closed
5.8d / 1.0d SLA
WO Correction Needed
6.0d
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/17/2025 NSuarez Service report on customer signature we will need customer to sign it they will not take it unless it has been signed and not printed please also place everything in to repair and no wait time.
9/12/25 NSuarez Service Report is missing please fill out and attach.
09-10 JMorris: Arrived onsite at 1045. Customer (Kara) stated that the chair will be in use all day and won't be available until 1530 PST. Kara states they were having issues getting the request changed to afternoon service. On 09-09-2025 Michael Burris relayed technician's (Jason Morris) phone number. No call was received for change of eta request.
9-8 Mburris called site spoke with Jerr and set appt for 9-10 9am
9/8/25 SReich - Per the attached email: The parts tracking number for this Service/Repair case number 00523426 is Fedex Overnight Tracking Number 457187866787.
Please let us know when Service Technician will be dispatched so that we can inform our customer. We’re looking for ASAP service as our customer is in need of this repair.
🔧Work Performed
Replaced the actuator. Tested the foot actuator multiple times with multiple program buttons.
Arrived onsite at 1045. Customer (Kara) stated that the chair will be in use all day and won't be available until 1530 PST. Kara states they were having issues getting the request changed to afternoon service. On 09-09-2025 Michael Burris relayed technician's (Jason Morris) phone number. No call was received for change of eta request.
🔍Technician Findings
Actuator not operating every time a signal was sent.
⚠️Problem Description
Q-00029832
quoted tech Jason Morris
The parts required to fix this unit will be shipped by our Wisconsin manufacturing plant to Orion Eye Center, 1775 SW Umatilla Ave, Redmond, OR 97756 . The parts are shipping Fedex Overnight and the tracking number for these parts will be supplied to Emsar when it becomes available.
This is a RUSH Service call so please let us now the earliest you can get to the Redmond facility so we can inform our customer.
Model Number: ESC2EYEST-X Surgi Eye Chair (Operating Manual attached)
Scope of Repair/Service: Unit needs to be evaluated and if needed, diagnosis for repair. Unit giving faulty codes and then will stop working. When reset it will work again but the leg portion continues to not want to respond.
“Through one connect it has been determined that either the cable to the leg, or the leg actuator itself is shorting out. We will have the service technician test the new actuator first, then if necessary, swap out the cable and/or the actuator”.
The Emsar quote is under “Orion Eye Center”. This has been changed to “Deschutes Eye Center”. It’s the same facility location, no change.
We do relies that we are requesting additional labor for this service call. No need to requote, just move forward with providing Repair/Service work.
📋
Inbound from +17703684700
Completed Sep 9, 2025
needs tech name and contact info.
📋
Outbound to +17703684700
Completed Sep 8, 2025
9-8 Mburris called site spoke with Jerr and set appt for 9-10 9am
📅
WO-01303227 - Evaluation - Redmond - Deschutes Eye Center
Sep 10, 2025 12:00pm – 3:00pm
Work Order: WO-01303227
Account: GRAHAM FIELD MEDICAL
Customer Case Number:
Location: Deschutes Eye Center
Address: 1775 SW Umatilla Avenue, Redmond, OR 97756
Manufacturer:
Model #:
Serial #:
Contact Name: Jerry Lujan
Contact Phone: 770.368.4700 x2101
Contact Email: jlujan@grahamfield.com
Due Da
PDF
ESC2EYEST-INS-LAB-RevG25
Sep 8, 2025
MSG
Service Request Submittal - Orion Eye Center (Deschutes Eye Center) Redmond OR
Sep 8, 2025
UNKNOWN
Deschutes Eye Center
Sep 8, 2025
UNKNOWN
Deschutes Eye Center Completed form
Sep 16, 2025
JPG
IMG_0800
Sep 18, 2025
Timeline
📞
Case Linked Aug 29, 6:07 PM
Case Number:00523426
Subject:CRITICAL GRAHAM FIELD MEDICAL (needs quote)
Status:Closed
⚠️5.7 business days
📋
▶
2
Work Order Created Sep 8, 2:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From:Entered
To:Ready for Scheduling
Duration in Previous:1m
👷
▶
2
Status: Assigned Sep 8, 3:40 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician:Jason Morris
🗓️
▶
2
Status: Scheduled Sep 8, 3:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For:2025-09-10T16:00:00.000+0000
⏳3.0 business days
🔧
Status: Tech On Site by Jason MorrisSep 10, 1:48 PM
From:Scheduled
To:Tech On Site
Duration in Previous:1d 22h
⏱️
▶
2
4x Labor Added Sep 10, 7:23 PM
4x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jason Morris
From:Tech On Site
To:Tech Off Site
Duration in Previous:5h 35m
✔️
Status: Completed by Jason MorrisSep 10, 7:30 PM
From:Tech Off Site
To:Completed
Duration in Previous:6m
⏱️
▶
2
Labor Added Sep 11, 12:18 AM
Labor Added → Status: Closed
🏁
Status: Closed by Jason Morris
From:Completed
To:Closed
Duration in Previous:4h 48m
⏳2.0 business days
✏️
Status: WO Correction Needed by Nancy SuarezSep 12, 12:17 PM
From:Closed
To:WO Correction Needed
Duration in Previous:1d 11h
⏳3.0 business days
🏁
Status: Closed by Jason MorrisSep 16, 11:31 AM
From:WO Correction Needed
To:Closed
Duration in Previous:3d 23h
⏳2.0 business days
✏️
Status: WO Correction Needed by Nancy SuarezSep 17, 11:39 AM
From:Closed
To:WO Correction Needed
Duration in Previous:1d 0h
⏳3.0 business days
🏁
Status: Closed by Jason MorrisSep 19, 1:21 PM
From:WO Correction Needed
To:Closed
Duration in Previous:2d 1h
⏳2.0 business days
📄
Status: Ready to Bill by Nancy SuarezSep 22, 10:41 AM
From:Closed, Ready to Bill
To:Ready to Bill, Invoice Pending
Duration in Previous:2d 21h, 0m
💰
Status: Invoiced by Nancy SuarezSep 22, 10:46 AM
From:Invoice Pending
To:Invoiced
Duration in Previous:4m
⏳2.0 business days
🧾
Invoice Created Sep 23, 11:40 AM
Invoice Number:SM-241672
Bottlenecks
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)