FAQ
Frequently asked questions
How do I send a scope for repair?
Start with the repair request form, or contact us directly. We reply with a repair (RMA) number, shipping instructions and how to pack the scope. Please wait for these before shipping.
Does the scope need to be cleaned before it ships?
Yes. Reprocess the scope according to your facility’s procedure and the manufacturer’s instructions before shipping, and include a note confirming how it was cleaned and disinfected. Tell us in advance if a scope cannot be fully reprocessed, for example because of a leak.
Will I get an estimate before any work is done?
Yes. After the evaluation you receive a written estimate with the findings and the recommended repair. Nothing is repaired until you approve it.
What happens if more damage is found during the repair?
We stop and send a revised estimate. Any additional damage or cost outside the approved estimate needs your approval before work continues.
Can I follow the repair while it is here?
Yes. Every repair gets a private tracking link that shows its status, dates, notes from the technician and photos of the findings. You also get an email when the status changes.
How long does a repair take?
It depends on what the evaluation finds and whether parts are needed. Your estimate states the expected turnaround after approval and receipt of any required parts.
Do you accept purchase orders?
Yes. Include your PO number when you approve the estimate and it will appear on the invoice.
Should the request include patient information?
No. Never include patient names, medical record numbers, dates of birth, patient images or any other protected health information in a request, a note, or a shipment.
Which scopes do you repair?
We currently repair gastroscopes and colonoscopes. Not sure whether yours qualifies? Send a request and we will tell you.