Notes: The drill hand piece on our dental unitis leaking water and the hand scaler does not always turn on or stay on.
Model: iM3 - Pro 2000
Model Type: Dental Delivery Unit
Asset ID: 13105449
Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Norterra Animal Hospital - 8018<https://www.ebiotrack.com/sites.php?sid=21545>
Serial #: PRO2022-C1363
2/5 KKelch Jess called me back to confirm that they received parts and asked to schedule for 2/9 between 2:30 and 3:30 pm. Customer confirmed. She also mentioned that they've been attempting to put in WOs for additional units that are down but there is an issue as I haven't seen anything in SMX. Advised by RBerry to send an email to dispatch to get those tickets created, I advised the customer that I will add these to Monday.
2/5 KKelch called Molly to see if they ever located the water line needed for this repair. I left my phone number for her to call me back as she let me know that they are having issues with the post office so she is going to track down the part and call me back.
1/9 KKelch-site was unable to locate part, will call us back when they locate the part
12/10/25 CDempsey- Escalated to Brad for status of parts order.
11/20/25 CDempsey- sending to Brad so he can obtain update from MM.
0/27/25 TMS emailed IM3 for proper part number
10/21 KKelch added to previously scheduled date with site. Please see logged call on WO-01309905
10/20/2025 Sramen - updated due date based on parts. Removed delay code.
9/9 KKelch called Molly to schedule for 9/12 between 3 and 4 pm. Customer confirmed.
🔧Work Performed
9/12/25 Evaluated unit. Drill just needed tightened leak gone. Sputtering will need a new inline filter
10/21/2025 - Tech was given the part that was sent to the customer. The wrong part was sent. The part that was sent was an oil filter for a car. Needs to be a inline filter. Photo included. No charge for this trip.
1/9/2026 - Tech arrived on site and was brought to the back. Tech asked if the part was delivered and front office worker, Rain, stated she would call her manager, Jess. Tech talked to Jess, and she stated she doesn't remember a part coming. Tech looked it up and told Jess that it says it was delivered on December 23rd. Jess had Rain look for part. Rain couldn't find part, and Jess was coming in later. Jess stated that she would look for part and call us back if found.
2/9
Filter Replaced and system tested returned to operation
🔍Technician Findings
Drill leaking and scaler sputtering
⚠️Problem Description
Troubleshoot Drill leak and scaler issues.
Notes: The drill hand piece on our dental unitis leaking water and the hand scaler does not always turn on or stay on.
Model: iM3 - Pro 2000
Model Type: Dental Delivery Unit
Asset ID: 13105449
Site: Lovet Pet Health Care (Formerly Arizona Pet) - Lovet Pet Health Care - Norterra Animal Hospital - 8018
Serial #: PRO2022-C1363 https://www.ebiotrack.com/workorder.php?wo=68078
📋
Inbound from +16028455930
Completed Feb 5, 2026
2/5 KKelch Jess called me back to confirm that they received parts and asked to schedule for 2/9 between 2:30 and 3:30 pm. Customer confirmed. She also mentioned that they've been attempting to put in WOs for additional units that are down but there is an issue as I haven't seen anything in SMX. Advised by RBerry to send an email to dispatch to get those tickets created, I advised the customer that I will add these to Monday.
📋
Outbound to +16028455930
Completed Feb 5, 2026
2/5 KKelch called Molly to see if they ever located the water line needed for this repair. I left my phone number for her to call me back as she let me know that they are having issues with the post office so she is going to track down the part and call me back.
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Oct 11, 2025
To: vets@norterraah.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-01303430Location: Lovet Pet Health Care - Norterra Animal Hospital - 8018Address: 2005 W. Happy Valley Rd., Suite 180 Phoenix, AZ 85085Device: Problem Description: Troubleshoot Drill leak a
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Oct 4, 2025
To: vets@norterraah.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-01303430Location: Lovet Pet Health Care - Norterra Animal Hospital - 8018Address: 2005 W. Happy Valley Rd., Suite 180 Phoenix, AZ 85085Device: Problem Description: Troubleshoot Drill leak a
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 27, 2025
To: vets@norterraah.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-01303430Location: Lovet Pet Health Care - Norterra Animal Hospital - 8018Address: 2005 W. Happy Valley Rd., Suite 180 Phoenix, AZ 85085Device: Problem Description: Troubleshoot Drill leak a
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 20, 2025
To: vets@norterraah.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-01303430Location: Lovet Pet Health Care - Norterra Animal Hospital - 8018Address: 2005 W. Happy Valley Rd., Suite 180 Phoenix, AZ 85085Device: Problem Description: Troubleshoot Drill leak a
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 13, 2025
To: vets@norterraah.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-01303430Location: Lovet Pet Health Care - Norterra Animal Hospital - 8018Address: 2005 W. Happy Valley Rd., Suite 180 Phoenix, AZ 85085Device: Problem Description: Troubleshoot Drill leak a
📋
Outbound to +16028455930
Completed Sep 9, 2025
9/9 KKelch called Molly to schedule for 9/12 between 3 and 4 pm. Customer confirmed.
Jan 15, 2026 11:50am
@Wendy Argueta
Can we submit another part order on this one?
Customer stating the part did not make it to them and asked us to re-order.
WO-01303430 - Virtual Tech - Field Repair - Phoenix - Lovet Pet Health Care - Norterra Animal Hospital - 8018
Feb 9, 2026 3:30pm – 5:30pm
Work Order: WO-01303430
Account: Lovet Pet Health Care (Formerly Arizona Pet)
Customer Case Number:
Location: Lovet Pet Health Care - Norterra Animal Hospital - 8018
Address: 2005 W. Happy Valley Rd., Suite 180, Phoenix, AZ 85085
Manufacturer:
Model #:
Serial #:
Contact Name: Molly Brown
Contact
JPG
WIN_20251021_12_48_11_Pro
Oct 21, 2025
JPG
WIN_20251021_12_47_54_Pro
Oct 21, 2025
Timeline
📞
Case Linked Sep 9, 2:19 PM
Case Number:00525722
Subject:<no subject>
Status:Closed
📋
▶
5
Work Order Created Sep 9, 3:10 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Status: Ready for Scheduling by Derek Reynolds
From:Entered, Ready for Scheduling
To:Ready for Scheduling, Assigned
Duration in Previous:0m, 1m
👷
Technician Assigned by Kaitlyn Kelch
Technician:a0h8Y00000JTCJcQAP, Tyler Bollman
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For:2025-09-12T22:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From:Assigned
To:Scheduled
Duration in Previous:3m
⏳4.0 business days
🔧
Status: Tech On Site by Tyler BollmanSep 12, 4:24 PM
From:Scheduled
To:Tech On Site
Duration in Previous:3d 1h
🚗
▶
3
3x Travel Added Sep 12, 4:32 PM
3x Travel Added → Parts Requested → Status: Awaiting Parts