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MEDSTONE
INTERNATIONAL
INC.

CUSTOMER SERVICE

At Medstone International we're committed to fully support the product we sell.

Medstone International is dedicated to advancing medical technology by developing and manufacturing state-of-the-art instrumentation for shockwave therapy devices. We are equally committed to making sure all Medstone Shockwave Therapy systems continue to operate within factory specifications once installed. Even the finest equipment with the most comprehensive preventative maintenance can malfunction occasionally. To minimize this inconvenience for you and your patients, our commitment goes far beyond a quick response to your call.

Our service commitment is as complete as our equipment design, our Customer Service training, our on-site parts supply, and our Comprehensive Customer Protection Plan (CCPP). It is our full support for your system's optimum operation capability.

SYSTEMS DESIGNED FOR EASY SERVICING

Our system was designed using replacement modules to simplify on-site maintenance. Whether we are performing routine service or correcting an unexpected problem, we can do it with little disruption to your patient scheduling. This reduced service time is a further benefit to you.

EXPERIENCED, FACTORY-TRAINED CUSTOMER SERVICE REPRESENTATIVES

Our dedicated Customer Service Representatives help keep your system operating at maximum performance. They are technical professionals with experience in the repair of medical equipment.

At our Training Center, each Customer Service Representative receives comprehensive technical training and hands-on experience. Regular seminars are conducted by our highly-trained technical staff with an average of 10 years experience.

NON-MEDSTONE SERVICE (International)

It is often impractical to service a remote or foreign system from our manufacturing site or by a dedicated Customer Service Representative. Medstone will train your in-house biomedical engineers or local service organization to maintain your system. Because of its modular design, our 24-hour technical support, and several on-site spares, your system will exhibit the same phenomenal high up time that local users come to expect.

ON SITE INVENTORY (National and Internationally)

Several levels of spares are available to keep on site. Although only a few high-stress parts account for 80 percent of our parts usage, more complete kits will assure up times of 95 percent or greater.

TECHNICAL SUPPORT BACKUP

Our Customer Service Representatives have the full support of our Corporate Technical Support Department and a comprehensive technical staff including:

CONTINUED HIGH-QUALITY SYSTEM PERFORMANCE (National)

We provide comprehensive, routine servicing with a Comprehensive Customer Protection Plan. This will insure optimum system availability for maximum patient throughput. Preventative maintenance care also means fewer conflicts with patient scheduling.

All labor, parts, and travel costs are included on the Comprehensive Customer Protection Plan so you can easily budget maintenance expenses.

Our Field Service Reports (FSR) help you keep an accurate log of equipment maintenance, a valuable tool in assuring hospital accreditation.

We provide a minimum of 12 scheduled Preventative Maintenance services a year.

GUARANTEED RESPONSE TIME (National)

As part of our warranty and full service plans, Medstone Customer Service Department will guarantee 15 minute response time by telephone and a Customer Service Representative will be on site (mobile systems home base) if a repair is needed on your system within 4 hours. We also provide 24 hour MEDSERV Hot line number maintained by a Medstone Customer Service employee 24 hours a day, 7 days a week.

By purchasing a Medstone STS, you are making an investment in the most advanced lithotripsy instrumentation available today. Naturally, you will want the most benefit from your investment, both now and in the future.

Medstone Customer Service Department is dedicated to insure your investment is operating at an optimum performance level at all times.

At Medstone International, We Set The Service Standards

Gary Greene, V.P. Customer Service

 

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