As we all move into this uncharted territory with the spread of COVID-19, we at CDS want to assure you that we are closely monitoring the situation and doing everything in our power to manage our business to protect and best serve our customers and employees during this time.
With that in mind, we want to set the proper expectations with you that due to travel and facility access restrictions that we have to deal with from our own organization, our distributors, our vendors and even our customers, our ability to provide on-site service may not be at the level we normally strive to provide.
We will continue to take the approach that a “down” instrument will get priority over routine maintenance situations. We have many basic and advanced troubleshooting procedures that can be completed over the telephone to restore your analyzer to an operational condition. We are asking for your patience and that you allow your lab personnel to possibly spend more time than you normally would with our telephone support group to get your Medonic analyzer operational.
If your analyzer is under service agreement with us and a Preventive Maintenance visit is coming due, please understand that because of the current global situation, we might have to postpone that visit to make sure we are in compliance with all travel and corporate guidelines while prioritizing the more serious service demands of all customers. We can prepare documentation, if needed, for any inspections to make sure you maintain your laboratory compliance as well.
We appreciate your understanding and cooperation. We value your business and will always do our best to provide the best possible support.
Senior Vice President, Commercial Operations – USA
Clinical Diagnostic Solutions, Inc.
a Boule Diagnostics, AB company