Warrington House Equipment Repairs

Introduction

Have you ever wondered what it would be like to deal with suppliers that respond promptly to your call in an emergency, arrive within 2 hours and resolve your problem thereby saving your appointments and revenue? Then you need wonder no longer.

Case

We recently received a call late afternoon from a dental practice with an A-Dec 300 chair package.

Problem

The arm rest had slipped round and the back rest was wobbly and unstable. The chair was 7 years old and had not been serviced for a number of years. The chair could not be used and cancellation of scheduled appointments and the loss of revenue was a serious threat to the practice.

Findings

Our Service Engineer responded in a timely manner and arrived at the dental practice to determine exactly what the problem was and rectify same. On investigation and after removing the base upholstery it was clear that a bolt had sheared in half resulting in the backrest being unstable with the remainder of the bolt left in the casting.

Action Taken

There were a number of options that our engineer could have taken to rectify the problem. However, given that this specific problem has never presented itself previously, our engineer decided to telephone the excellent customer services department at A-dec as well as emailing a video and still photos of the problem to them.

On realising that the problem could not be satisfactorily repaired without needing replacement parts that are not commonly available, A-dec immediately arranged for a team of 2 A-dec engineers to travel the 200 miles round trip on the same day, prepared with a brand new chair to ensure that the practice would be up and running before the end of the day.

Resolution

The A-dec engineers arrived at the practice in just over an hour, made their assessment and decided that the best course of action was to replace the broken parts rather than the whole chair. They also replaced another bolt on the other side of the chair as a precautionary measure. This was done speedily and further checks were made to ascertain if there were any other reasons for the failure. The A-dec engineers took away the faulty parts for examination by the manufacturer in order to confirm that the failure was an isolated case.