CardiacDirect has more than 25,000 happy customers over the last 11 years in business. We will always do the right thing and this situation is no exception. This particular customer purchased a refurbished stress EKG system from CardiacDirect and it was shipped 3/23/2016 which was TWO...
YEARS AGO. The unit shipped with a 1 year warranty. Since that time, our technical service personnel have performed teletraining to Dr. N[redacted]'s staff on several occasions. Each time, the machine has worked perfectly at the conclusion of the training. According to our service records, the first training was completed April 17th, 2016 with Dr. N[redacted], J[redacted] from his staff and another physician. This 45 minute training included "45 minutes on the phone with them training them how to load paper, hookup patient cable, setup, environment of the system and a full function stress test with success". We heard nothing from the customer until 1/23/2017 when we received a message from J[redacted] explaining that she would like training again. The training notes explain that the customer was told she must get lead averages before running the treadmill. Since then we have not heard form the customer. The issue seems to be related to retention of the training by the office staff. We have received zero correspondence from the customer since the last training until this complaint. Upon receiving this complaint, CardiacDirect staff has attempted to contact the customer numerous times via phone and email. Most recently, we have been told by Dr. N[redacted]'s brother that he is out of town and will contact us when he returns. We are hoping for a positive resolution to the customers issue.I don't know of many companies that will still offer costly technical support training on a device that is out of warranty and has been out of our possession for 2 years. Ultimately, we would like Clayton Medical and Vascular and Dr. N[redacted] to be please with his purchase, but after two years, a refund is simply not possible or reasonable. I suggest Dr. N[redacted] or his staff contact us company via email ([email protected]) or our toll free number (###-###-####) to schedule additional no cost technical support.
CardiacDirect has more than 25,000 happy customers over the last 11 years in business. We will always do the right thing and this situation is no exception. This particular customer purchased a refurbished stress EKG system from CardiacDirect and it was shipped 3/23/2016 which was TWO...
YEARS AGO. The unit shipped with a 1 year warranty. Since that time, our technical service personnel have performed teletraining to Dr. N[redacted]'s staff on several occasions. Each time, the machine has worked perfectly at the conclusion of the training. According to our service records, the first training was completed April 17th, 2016 with Dr. N[redacted], J[redacted] from his staff and another physician. This 45 minute training included "45 minutes on the phone with them training them how to load paper, hookup patient cable, setup, environment of the system and a full function stress test with success". We heard nothing from the customer until 1/23/2017 when we received a message from J[redacted] explaining that she would like training again. The training notes explain that the customer was told she must get lead averages before running the treadmill. Since then we have not heard form the customer. The issue seems to be related to retention of the training by the office staff. We have received zero correspondence from the customer since the last training until this complaint. Upon receiving this complaint, CardiacDirect staff has attempted to contact the customer numerous times via phone and email. Most recently, we have been told by Dr. N[redacted]'s brother that he is out of town and will contact us when he returns. We are hoping for a positive resolution to the customers issue.I don't know of many companies that will still offer costly technical support training on a device that is out of warranty and has been out of our possession for 2 years. Ultimately, we would like Clayton Medical and Vascular and Dr. N[redacted] to be please with his purchase, but after two years, a refund is simply not possible or reasonable. I suggest Dr. N[redacted] or his staff contact us company via email ([email protected]) or our toll free number (###-###-####) to schedule additional no cost technical support.