Midmark Service Request Dispatch Authorization - WO-00127282
Closed
Zone 1
NWD scaler issues
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for
authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision
to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts
identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you
11/21/2025 LHill-rec'd email from Catie Brady-Is this your earliest
appointment available? If so, we will take it!
11/21/2025 LHill-sent email to Catie Brady trying to schedule tech visit.
oOffered her 12/2 with tech arrival between 8-10.
11/21/2025 LHill-LM at 302-454-7780 for Catie Brady. Receptionist
took name and ph number and will have her to call me back.
11/21/2025 LHill-Per TEAMS call with Matt Bateman-we are okay to
send Harris when he comes back from PTO or if customer has to have it
it fixed sooner then see if Kourtney can send Pete.
11/21/2025 LHill-sent TEAMS message to Matt Bateman-WO-01315151
Midmark repair in Newark, DE. Michael Harris is PTO next week
and Melissa said that Chris G. mother passed away. Is it okay
to schedule this for Michael Harris when he comes back from PTO?
11/20/2025 LHill-tracked parts. Your shipment
1ZE444250371747229
Delivered On
Thursday, November 20 at 12:00 P.M.
11/18 KHardison: No ETA. Updated due date.
Ship To Name: VCA Pike Creek Animal Hospital
Ship To Address: 297 Polly Drummond Hill Rd
Ship To City/State: NEWARK, DE 19711
Waybill (Tracking #): 1ZE444250371747229
Carrier: UPS-Parcel-Ground
LINE NO: 1.1 QTY: 1 ITEM: 002-1499-00 SERIAL #: DESCRIPTION: KIT, LED SCALER TUBING REPLACEMENT
11/13 MOwens Called and spoke to Catie Brady. Asked her if tomorrow 11/14 after 1pm will work for the service visit. She said it will be good for her. She will be onsite when the tech arrives.
11/13/2025jsells
spoke with Catie and I gave her the WO# and told her a coordinator will call her to schedule the onsite visit
🔧Work Performed
11/14/2025..MH
the wires in the scaler hose has no continuity and needs to be replaced.
12/02/2025..MH
the scaler hose/wires were replaced. the scalper and all other hand pieces were tested.
🔍Technician Findings
scaler issues
⚠️Problem Description
Zone 1
NWD scaler issues
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for
authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision
to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts
identification, contact Veterinary Tech Service at 844-856-1232, option 4. Thank you
📄Description
Midmark VetPro 1000 (Series) Mobile Delivery System (8000-001, 8000-002, 8000-003, 8000-004, 8000-005, 8000-006,8000-006S, 8000-007, 8000-007S, 8000-008, 8000-008S)
📧
Email:Re: EMSAR Request for service at VCA Pike Creek Animal Hospital (Email to schedule service)
Completed Nov 21, 2025
From: laura.hill@emsar.com
To: AU1081@vca.com
Cc: rhea.cook@emsar.com, mowens@emsar.com
Catie,Yes, that is the earliest we have available. I have this scheduled for 12/2.Thanks, Laura HillSupport Resource Planner-ASCOffice: 931-492-9697laura.hill@emsar.comwww.emsar.com The information in this e-mail is confidential and may be legally privileged; it is intended solely for the addressee. If you have received this communication in error you are notified that disclosing, copying, distrib
📧
Email: EMSAR Request for service at VCA Pike Creek Animal Hospital (Email to schedule service)
Completed Nov 21, 2025
To: au1081@vca.com
CC: rhea.cook@emsar.com; mowens@emsar.com
BCC: laura.hill@emsar.com
Attachment: --none--
Subject: EMSAR Request for service at VCA Pike Creek Animal Hospital (Email to schedule service)
Body:
Hi Catie Brady,
I hope you’re doing well. I’m reaching out to schedule a service appointment for repair on dental equipment.
Here’s the location information we have on file:
Location:
VCA Pike Creek Animal Hospital
297 Polly Drummond Hill Rd
NEWARK, DE 19711
Contact:
Catie Brady
📋
Outbound to +13024547780
Completed Nov 21, 2025
11/21/2025 LHill-LM at 302-454-7780 for Catie Brady. Receptionist took name and ph number and will have her to call me back.
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Nov 15, 2025
To: au1081@vca.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-01315151Location: VCA Pike Creek Animal HospitalAddress: 297 Polly Drummond Hill Rd NEWARK, DE 19711Device: VetPro 1000 (Series) V1847387Problem Description: Zone 1
NWD scaler issues
If part(s
📋
Outbound to +13024547780
Completed Nov 13, 2025
Called and spoke to Catie Brady. Asked her if tomorrow 11/14 after 1pm will work for the service visit. She said it will be good for her. She will be onsite when the tech arrives.
📋
Outbound to +13024547780
Completed Nov 13, 2025
spoke with Catie, and I gave her the WO# and told her a coordinator will call to schedule the visit
Work Order: WO-01315151
Account: MIDMARK
Customer Case Number: SR 1492254 WO-00127282
Location: VCA Pike Creek Animal Hospital
Address: 297 Polly Drummond Hill Rd, NEWARK, DE 19711
Manufacturer: Midmark Medical
Model #: VetPro 1000 (Series)
Serial #: V1847387
Contact Name: Catie Brady
Conta
PDF
SRA_WO-00127282_ver1
Nov 13, 2025
JPG
December 2, 2025. SRA. VCA Pike Creek animal Hospital, Newark, Delaware. P3
Dec 3, 2025
JPG
December 2, 2025. SRA. VCA Pike Creek animal Hospital, Newark, Delaware. P1.
Dec 3, 2025
JPG
December 2, 2025. SRA. VCA Pike Creek animal Hospital, Newark, Delaware. P2
Dec 3, 2025
PDF
Pg1 WO-1315151
Dec 4, 2025
Timeline
📞
Case Linked Nov 13, 8:45 AM
Case Number:00543539
Subject:Midmark Service Request Dispatch Authorization - WO-00127282
Status:Closed
📋
Work Order Created Nov 13, 12:46 PM
Work Order:WO-01315151
Type:Repair
Priority:P4
📅
Status: Ready for Scheduling by Jessica SellsNov 13, 12:52 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:6m
👷
▶
2
Technician Assigned Nov 13, 1:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling
To:Assigned
Duration in Previous:32m
📅
▶
2
Dispatch Scheduled Nov 13, 1:33 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From:Assigned
To:Scheduled
Duration in Previous:7m
⏳2.0 business days
⏱️
▶
3
6x Labor Added Nov 14, 10:04 PM
6x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order:00085376
Status:Closed
📦
Status: Awaiting Parts by Michael Harris
From:Scheduled
To:Awaiting Parts
Duration in Previous:1d 8h
⏳2.2 business days
📅
Status: Ready for Scheduling by Kimberly HardisonNov 18, 4:40 PM
From:Awaiting Parts
To:Ready for Scheduling
Duration in Previous:3d 18h
⏳3.9 business days
👷
▶
2
Technician Assigned Nov 21, 9:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From:Ready for Scheduling
To:Assigned
Duration in Previous:2d 17h
🗓️
▶
2
Status: Scheduled Nov 21, 4:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For:2025-12-02T13:30:00.000+0000
⚠️6.0 business days
🔧
Status: Tech On Site by Michael HarrisDec 2, 9:07 AM
From:Scheduled
To:Tech On Site
Duration in Previous:10d 17h
⏱️
4x Labor Added Dec 2, 10:17 PM
Type:Labor, Travel, Expenses
Status:Open
Qty:0.75, 1.6333333333333, 15
💵
▶
2
Expenses Added Dec 2, 10:30 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Michael Harris
From:Tech On Site
To:Completed
Duration in Previous:13h 23m
🏁
Status: Closed by Michael HarrisDec 2, 11:33 PM
From:Completed
To:Closed
Duration in Previous:1h 2m
⏳3.1 business days
📄
▶
2
Status: Ready to Bill Dec 5, 11:14 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:2m
⚠️5.0 business days
🧾
Invoice Created Dec 11, 12:16 PM
Invoice Number:SM-248349
Bottlenecks
Ready for Scheduling
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Assigned
Duration: 6.1 business hours (threshold: 4.0 business hours)
Exceeded by 2.1 business hours
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)