Q-00031091
Ferno Power X1
SN 19F004591
This stretcher when extended all the way up drops several inches as soon as they hit the down button which jolts the patient. It doesn’t happen all the time and doesn’t seem to have any effect on whether it is loaded or unloaded when it happens. Any insights on what I should look for? I haven’t been able to replicate the issue myself.
Technician to complete evaluation/possible repair,
1 Actuator harness (LVDT)
p/n 2183121
1 Actuator Position Sensor,
p/n 2183111
Tech will only use parts if needed.
Primary Delay6.5 days stuck in "Ready for Scheduling"
⏱️
Total Delay10.8 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
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Ready for Scheduling
6.5d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Incomplete
0.0d
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/1 KSmith -- Scheduled for Thursday with Brian. Brian advised there is a second unit needing serviced as well
12/1 KSmith -- Sent email to schedule for 12/4
11/26 KSmith -- Per Trost, do not schedule for 12/3
11/26/25 RBerry- Sent teams chat to SRogers stating: Shawn Rogers WO-01315501-EMS repair in Tonwanda, PA, due today. Parts have not shipped yet because there is not a tech assigned. Erwin is the closest tech to this repair. Can he take this repair? Erwin is 2 hours a 40 minutes from this site. Curtis is 3 hours and 18 minutes and Chris Galasso is 3 hours and 47 minutes. Please advise.
11/24 MOwens Sent email to Brian Ackley letting him know the local tech is out and we a getting another tech to cover this repair.
11/18 MOwens Sent chatter to Kourtney and Shawn asking if Erwin can take this one.
🔧Work Performed
Unable to duplicate issue of stretcher dropping.
While looking over stretcher.. I noticed that there were washers on the foot and patient right side frame stop /fastener assembly. Bolts inside were to Long. Improperables. Tap broken off in frame insert.
Patient right foot end connector casting. 5113529 1ea
Frame Insert 8125330 1ea
casting screw 3654073 4ea
screw 2ea 3654089
Top bar 5113529 1ea
Casting center screw 3654063 4ea
Frame side casting connector 8125326 1ea
Eight screws. For each for left and right frame stop connections 8ea 1600509
This stretcher was in severe need of maintenance. 1/3 of all bolts were severely loose. Aside from foot end and foot and fastener section of stretcher.. no other issues.
Suggested customer leave stretcher out of service due to foot and bars improperly attached and missing hardware.
John and Brian both request that I replace the position sensor as well as harness as a precaution. They would rather inquire the cost of those parts and potentially be rid of this issue.
Will create work order follow up for this unit.
PLEASE INCLUDE ENCLOSED PICTURES IN THE FOLLOWUP WORK ORDER AND INSTRUCT TECH TO VIEW THEM FOR EASE OF INSTALL...
🔍Technician Findings
Unable to duplicate issue of stretcher dropping.
While looking over stretcher.. I noticed that there were washers on the foot and patient right side frame stop /fastener assembly. Bolts inside were to Long. Improperables. Tap broken off in frame insert.
Patient right foot end connector casting. 5113529 1ea
Frame Insert 8125330 1ea
casting screw 3654073 4ea
screw 2ea 3654089
Top bar 5113529 1ea
Casting center screw 3654063 4ea
Frame side casting connector 8125326 1ea
Eight screws. For each for left and right frame stop connections 8ea 1600509
This stretcher was in severe need of maintenance. 1/3 of all bolts were severely loose. Aside from foot end and foot and fastener section of stretcher.. no other issues.
Suggested customer leave stretcher out of service due to foot and bars improperly attached and missing hardware.
John and Brian both request that I replace the position sensor as well as harness as a precaution. They would rather inquire the cost of those parts and potentially be rid of this issue.
Will create work order follow up for this unit.
PLEASE INCLUDE ENCLOSED PICTURES IN THE FOLLOWUP WORK ORDER AND INSTRUCT TECH TO VIEW THEM FOR EASE OF INSTALL...
⚠️Problem Description
Q-00031091
Ferno Power X1
SN 19F004591
This stretcher when extended all the way up drops several inches as soon as they hit the down button which jolts the patient. It doesn’t happen all the time and doesn’t seem to have any effect on whether it is loaded or unloaded when it happens. Any insights on what I should look for? I haven’t been able to replicate the issue myself.
Technician to complete evaluation/possible repair,
1 Actuator harness (LVDT)
p/n 2183121
1 Actuator Position Sensor,
p/n 2183111
Tech will only use parts if needed. https://www.ebiotrack.com/workorder.php?wo=69756
📄Description
Ferno Power X1 Power Cot
📞
Call
Completed Dec 4, 2025
Received call from tech, David Trost, stating he was not able to duplicate issue after cycling cot multiple times, with and without weight. Tech did purge cot before cycle testing. Told tech to cycle test cot with, POC present, and ask if they want the harness and sensor replaced or see if it happens again. Tech had also found an issue with the foot end fastener bracket. On PL side of bracket was mounted flush to frame, but PR side had washers stacked between bracket and cot frame. Tech also fou
From: Brian.Ackley@guthrie.org
To: ksmith@emsar.com
Thank you!
From: Kourtney Smith <ksmith@emsar.com>
Sent: Monday, December 1, 2025 1:07 PM
To: Ackley, Brian <Brian.Ackley@guthrie.org>
Subject: RE: Guthrie Towanda Memorial Hospital- EMS -- EMS Repair -- WO-01315501
CAUTION: This email originated from outside The Guthrie Clinic. Do not click links or open attachments unless you recognize the sender and know the content is safe.
Thank you Brian. I have it on the sched
From: Brian.Ackley@guthrie.org
To: ksmith@emsar.com
Kourtney,
We actually have 2 units broken. Thursday will be fine.
Thanks
Brian
From: Kourtney Smith <ksmith@emsar.com>
Sent: Monday, December 1, 2025 10:18 AM
To: Ackley, Brian <Brian.Ackley@guthrie.org>
Subject: Guthrie Towanda Memorial Hospital- EMS -- EMS Repair -- WO-01315501
CAUTION: This email originated from outside The Guthrie Clinic. Do not click links or open attachments unless you recognize the
To: brian.ackley@guthrie.org
CC:
BCC:
Attachment: --none--
Subject: Guthrie Towanda Memorial Hospital- EMS -- EMS Repair -- WO-01315501
Body:
Good Morning Brian,
We received the request for service on your Ferno Power X1 unit.
The parts for the service have shipped and are scheduled to arrive on Wednesday.
Would Thursday work for the technician to come onsite and service the unit?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728
📧
Email:Guthrie Towanda Memorial Hospital- EMS
Completed Nov 24, 2025
From: mowens@emsar.com
To: brian.ackley@guthrie.org
Cc: shawn.rogers@emsar.com
Brian
I am sorry for the delay in contacting you. The local tech is not working because of a family funeral. I will reach back out when we have a tech assigned.
Thanks
Melissa Owens
Account Service Coordinator
East District
mowens@emsar.com <mailto:mowens@emsar.com>
www.emsar.com <http://www.emsar.com/>
803-791-1259
<https://www.facebook.com/emsarinc> <http://twitter.com/
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Nov 17, 2025
To: brian.ackley@guthrie.org
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-01315501Location: Guthrie Towanda Memorial Hospital- EMSAddress: 91 HOSPITAL DRIVE Tonwanda, PA 18848Device: Power X1 19F004591Problem Description: Q-00031091
Ferno Power X1
SN 19F004
Nov 18, 2025 4:16pm
@Kourtney Smith @Shawn Rogers @Matthew Bateman Edwin was the last person to go to this customer. Can he take this repair WO?
📅
WO-01315501 - Repair - Power X1 - Tonwanda - Guthrie Towanda Memorial Hospital- EMS
Dec 4, 2025 12:00pm – 2:00pm
Work Order: WO-01315501
Account: THE GUTHRIE CLINIC
Customer Case Number:
Location: Guthrie Towanda Memorial Hospital- EMS
Address: 91 HOSPITAL DRIVE, Tonwanda, PA 18848
Manufacturer: Ferno
Model #: Power X1
Serial #: 19F004591
Contact Name: Brian Ackley
Contact Phone:
Contact Email: brian.ackley@
PNG
Screenshot 2025-12-04 143237
Dec 4, 2025
PNG
Screenshot 2025-12-04 143129
Dec 4, 2025
Case #00542427 – EMS L2 Review
Status: Closed | Priority: Standard
Q-00031091
Ferno Power X1
SN 19F004591
This stretcher when extended all the way up drops several inches as soon as they hit the down button which jolts the patient. It doesn’t happen all the time and doesn’t seem to have any effect on whether it is loaded or unloaded when it happens. Any
💬Case Comment
Internal Nov 11, 2025 10:20am
Asked for location and directed to our website
Timeline
📞
Case Linked Nov 10, 10:22 AM
Case Number:00542427
Subject:EMS L2 Review
Status:Closed
⚠️5.0 business days
📋
▶
2
Work Order Created Nov 17, 8:32 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From:Entered
To:L2 Screening
Duration in Previous:1m
📦
▶
2
Parts Requested Nov 17, 8:59 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From:L2 Screening
To:Awaiting Parts
Duration in Previous:25m
⏳2.0 business days
📅
Status: Ready for Scheduling by Amy GreeneNov 18, 2:48 PM
From:Awaiting Parts
To:Ready for Scheduling
Duration in Previous:1d 5h
⚠️7.0 business days
👷
▶
2
Technician Assigned Nov 26, 11:08 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From:Ready for Scheduling
To:Assigned
Duration in Previous:7d 20h
💵
3x Expenses Added Nov 26, 12:35 PM
Type:Expenses, Parts
Status:Open
Qty:1
⏳2.0 business days
🗓️
▶
2
Status: Scheduled Dec 1, 1:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For:2025-12-04T17:00:00.000+0000
⏳4.0 business days
🔧
Status: Tech On Site by David TrostDec 4, 1:04 PM
From:Scheduled
To:Tech On Site
Duration in Previous:2d 23h
⏱️
▶
2
4x Labor Added Dec 4, 9:40 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From:Tech On Site, Completed
To:Completed, Incomplete
Duration in Previous:8h 38m, 0m
🏁
Status: Closed by David TrostDec 4, 9:46 PM
From:Incomplete
To:Closed
Duration in Previous:3m
⏳2.3 business days
⚠️
Status: Incomplete by Rhonnie ReevesDec 8, 8:57 AM
From:Closed, Incomplete
To:Incomplete, Closed
Duration in Previous:3d 11h, 0m
⏳2.0 business days
📄
▶
2
Status: Ready to Bill Dec 9, 11:22 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From:Invoice Pending
To:Invoiced
Duration in Previous:1m
🚨29.0 business days
🧾
Invoice Created Jan 21, 2:22 PM
Invoice Number:SM-248538
Bottlenecks
Ready for Scheduling
Duration: 6.5 business days (threshold: 1.0 business days)
Exceeded by 5.5 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 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)