Q. If my instrument is tagged non-repairable from another vendor will you look at it?
A. Absolutely. Our evaluations are at no cost to you. If we find it is non-repairable we will notify you, and send it back to your attention.
Q. How do I send in a repair?
A. Ship repairs to Mobile Instrument, 333 Water Ave., Bellefontaine, OH 43311.
Q. What paperwork do I need to send?
A. If you do not have a Mobile Instrument work order form you can print one here, or use your company letterhead. Please make sure you list/count all items you will be sending in.
Q. What information do you need?
A. Please provide full facility name, address, contact name and best way to reach contact person, along with make and model of instrument and description of the problem (if known).
Q. Where does Mobile Instrument obtain replacement parts?
A. Mobile uses only brand new parts from Germany and Japan that meet or exceed the OEM’s standards. We never use old or salvaged parts.
Q. Does Mobile Instrument provide free loaner equipment?
A. Yes, we have thousands of items in our loaner inventory. We provide free loaners for rigid and flexible endoscopes, video equipment, power equipment, and diamond knives.
Q. How do I obtain a loaner?
A. Call 1-800-722-3675 and ask to speak to a Customer Service Representative in the appropriate department. Provide a P.O. number for shipping, and the loaner can be sent out the same day, based on availability, if the request is received by 4:00 p.m. Eastern time. Or call your local Mobile Instrument representative and he or she can handle the request for you. Please note, loaners are only available to those who send a like item to Mobile for repair.
Q. Is there a Mobile Instrument onsite service lab in my area?
A. Mobile has more than 150 service labs across the country. Call 1-800-722-3675 or use our Contact form to locate your nearest representative.
Q. How does Mobile Instrument check laparoscopic instrumentation for insulation failure?
A. Mobile’s onsite specialists and our National Repair Center technicians test with InsulScan®, the recognized gold standard for the testing of laparoscopic instruments.
Q. Does Mobile Instrument have agreements with GPOs?
A. Yes. Mobile has agreements with National and Group Purchasing Organizations, along with many IDNs.
Q. Do the Mobile Instrument onsite repair specialists service Ambulatory Surgery Centers?
A. Yes. And with Mobile’s onsite repair service, surgery centers do not have to stock as many back-up instruments, saving both time and money.
Q. Does Mobile Instrument service physician’s offices, such as dermatologists, podiatrists, plastic surgeons, etc.?
A. Mobile’s onsite specialists are consultants to all types of practices where surgical instruments are in constant use.
Q. How long has Mobile Instrument been in business?
A. Mobile pioneered the nation’s first onsite surgical instrument repair lab in Ohio in 1976. We incorporated in 1978.
Q. What if something I send in is non-repairable?
A. If our repair technicians find your instrument damaged beyond repair, we will ship it back to you at no charge. Many times, we may also be able to quote a replacement for non-repairable items.
Q. How does Mobile Instrument compare to the OEMs?
A. We are a full-service solution for most of your surgical equipment. Unlike OEMs, we provide high quality repairs on many instruments, including scopes, video and power equipment. We repair most manufacturers’ makes and models. One of Mobile’s added benefits—if your equipment is non-repairable, we can help you find a replacement, saving you time and money. Selling new is not our intention, as it is for the OEM.
Q. Is Mobile Instrument ISO certified?
A. Yes. We first achieved ISO certification in November of 2000, and are currently ISO 9001:2008 certified.
Q. Is Mobile Instrument FDA approved?
A. Repair sources, unlike manufacturers, are not required to be FDA approved. Mobile does, however, meet or exceed all regulatory requirements in our repair services. Our InsulScan™ Electrosurgical Instrument Insulation Testers are FDA approved.
Q. Why should I use Mobile Instrument for my endoscopic repairs?
A. Simple. Mobile provides you with repairs equal to, or exceeding, OEM standards. We do not use inferior or salvaged, parts and materials. Our warranties are the best in the industry.
Q. Does Mobile Instrument offer in-service programs? What about preventive maintenance inspections?
A. Yes. Mobile offers in-service education for OR, CS and Bio-med staff for the care and handling. Your local Mobile Instrument specialist can also perform routine onsite preventive maintenance inspections in most areas.
Q. What percent of general and MIS instruments can be serviced onsite?
A. Mobile Instrument’s onsite surgical instrument repair specialists can repair over 90% of all manufacturers’ instruments found in the OR and CS departments.
Q. How long does a standard instrument repair take?
A. It depends on the type of instrument and repairs required. Generally, repairs take 1 to 3 working days from the time of approval.
Q. What could be common causes for instrument staining?
A. Staining will occur when instruments are left sitting with bio-burden on them. Cleaning solutions can also stain your instrument if manufacturer instructions are not followed.
Q. Do you provide loaners?
A. Due to the vast number of instruments, unfortunately we do not have loaners available for general instrument repairs.
Q. Does your company have flexible loaner equipment?
A. Mobile Instrument has an extensive selection of flexible scopes to loan, along with a variety of video processors, light sources, monitors, etc.
Q. What do you charge your customers for loaner equipment?
A. There is no charge for loaner equipment; it is a free service for our customers.
Q. Do you use USP class VI medical grade epoxants?
A. All our epoxants are USP class VI certified. We can provide written documentation at the request of our customers.
Q. Do you provide educational in-services for your customers?
A. Mobile Instrument will provide educational in-services to our customers at their request. We have a variety of programs covering flexible and rigid scopes, power equipment, other surgical equipment. Like the use of our loaner equipment, this is also done free of charge.
Q. What is your warranty coverage?
A. Mobile has a 120-day warranty on all flexible scope repairs, and a 6-month warranty on most biopsy channel replacements.
Q. Would you allow a customer to tour your repair facility?
A. We encourage our customers to tour our facilities whenever possible. Our state-of-the-art flexible repair facility is a complete educational experience.
Q. Can you provide detailed instrument tracking?
A. We have a comprehensive computer program that can provide our customers with many different tracking options. These reports can be provided monthly, quarterly, or yearly depending on the needs of the facility.
Q. Are your external tubes and components Steris® tested?
A. Our external tubes are Steris® tested to more than 600 cycles, and perform very well. Our components are all tested extensively, so that we can provide our industry-leading warranty coverage.
Q. What brands of power equipment do you repair?
A. Mobile Instrument repairs nearly all brands of pneumatic equipment and electric offerings from most major manufacturers.
Q. What types of equipment do you service?
A. In addition to drill and saw hand pieces, Mobile Instrument services the supporting equipment including bur guards, saw and drill attachments, wire driver attachments, chucks, air hoses, foot pedals, regulators, and a variety of power cords. We also service dermatomes, Phaco hand pieces, cordless hand piece batteries, and a variety of other items. Our repair capabilities are constantly expanding.
Q. Do you have loaners?
A. Mobile maintains an extensive loaner inventory available at no charge to our customers during the repair cycle.
Q. Is there any charge for initial evaluation, or for providing an estimate for repair?
A. Evaluations and quotations are provided at no charge, even if the repair is declined or the item is found to have no defect.
Q. The manufacturer just returned one of our older hand pieces “non-repairable” stating that it is obsolete and must be replaced with a new one. Can you help?
A. Mobile Instrument routinely repairs so-called “obsolete” equipment. Be it surgeon preference or budgetary constraints, Mobile can help you keep your older-but-serviceable equipment productive.
Q. What is your turnaround time?
A. Turnaround time can vary with the specific instrument and the extent of the individual repair requirements. Our average is 5 to 7 days. Our extensive loaner availability alleviates most turnaround issues. We always make every effort to meet any special turnaround requirements our customers may present. Quality, however, is never compromised for the sake of time.
Q. How does your repair warranty compare to that of the original manufacturer?
A. In general our repair warranty meets and in most cases exceeds that offered by the OEM. In many cases our repair warranty is double the repair warranty offered by the OEM .
Q. What is your warranty repair percentage?
A. Our warranty rate is less than 2% of repairs. This fact combined with the extended length of our repair warranty says a lot about our quality.
Q. Will a repair performed by Mobile Instrument void the manufacturer’s new product warranty?
A. We strongly recommend that any item presently covered under its original new product warranty be returned to the original manufacturer for service. After all, there is no gain in paying for a repair service that should be available at no charge from the original provider. Although it is the responsibility of the customer to determine if this is the case, Mobile will make every reasonable effort to identify any item that may be new enough to qualify for new product warranty and notify the customer so that appropriate action can be taken. In any event, Mobile Instrument’s service warranty will replace any pre-existing warranty on completed repairs.
Q. The manufacturer’s sales rep says that if Mobile Instrument repairs our drill or services our battery that it might cause damage to the other components in our instrument system. What gives?
A. Fortunately, most manufacturers have engineered design features to protect system components from damage due to a single malfunctioning component. It is reasonable to expect that any component might fail at some point (even new ones) so it is very unlikely that even a poor repair on an individual piece could cause a malfunction that would damage other components in the system. Since nothing is impossible, however, Mobile protects our customers with extensive product liability insurance coverage. We have never had to use it.
Q. Do you provide service reports?
A. Absolutely. Detailed service reports are included with every completed repair. Where appropriate, additional information and recommendations are frequently included when a review of care and handling procedures may reduce repair frequency and service expense. This might include photographs, maintenance information, or a recommendation for an in-service.
Q. Do you maintain a repair history on serviced equipment?
A. Every piece of power equipment is tracked and a repair history maintained. Every piece is checked for previous repair history as a part of the check-in procedure when it is received. This includes identifying items that may be eligible for warranty service, even if the customer fails to do so. Repair history is available to the customer in a variety of formats upon request.
Q. Do you have loaners?
A. Yes, we have loaners for all the major brands of cameras and couplers, printers, light sources. Our loaner pool is continually updated with newer models.
Q. What kind of video equipment do you repair?
A. Video cameras, couplers, camera consoles, light sources and video printers.
Q. What is the turnaround time?
A. Average 3-5 days for most models. 1-2 days on most Stryker or Dyonics cable replacements. Extensive Repairs may take longer.
Q. Do you repair autoclavable cameras and couplers?
A. Yes, we can repair all brands of autoclavable cameras and couplers.
Q. What models do you repair?
A. Stryker, Storz, Smith & Nephew, Dyonics, Olympus, ACMI, Wolf, Sony, Linvatec, Solos.
Q. What is the cost for evaluating my camera?
A. Free quotes on all repairs. 98% of quotes are same day! 2% quoted next day.
Q. Will you purchase my old equipment?
A. Yes, we can. We will evaluate your used equipment and issue a repair credit.
Q. Do you sell used equipment?
A. New and pre-owned video equipment is available. Cameras, couplers, printers, light sources, and monitors.
Q. How long is your warranty?
A. One year on parts, labor and manufacturer defects.
Q. Do you have a Rep in my area?
A. Yes, Mobile has more than 150 service reps across the country. Call 1-800-722-3675 or use our Contact form to locate your nearest representative.
Q. What is the standard length?
A. Laparoscopic instrument length varies, however, Mobile Instrument’s standard length is 360mm (36cm). We also have 450mm (45cm) and 260mm (26cm) lengths available. Mobile’s Arthroscopic instrument length is 120mm (12cm).
Q. Can you make custom lengths?
A. We can customize the length for our Laparoscopic instrument line. Custom instruments may not be returned.
Q. What if I don’t see my jaw pattern?
A. If you are having trouble matching your jaw to our line, you can send in your instrument for jaw evaluation, or call in the make and model number to the National Repair Center at 800-722-3675, and we can assist in matching your jaw to our line.
Q. Once ordered how long does it take for me to receive my instruments?
A. Within the US, standard delivery time is three to five days once your purchase order is received. Specialty or custom orders will take longer.
Q. How much does the system cost?
A. Mobile Instrument provides the InsulScan™ base unit for free as long as the annual number of wands are purchased. Mobile has several national purchasing contracts. Please contact our InsulScan™ Product Manager for additional information.
Q. What if we are not on a national purchasing contract?
A. If you are not part of a national purchasing contract, we will still be able to provide a system with a signed agreement.
Q. Can we trial a system?
A. Hospitals, surgery and endoscopy centers are welcome to trial a unit. We will provide a complete InsulScan™ system with sterile wands for evaluation. You will then need to sign a contract or send the unit back within 30 days.
Q. How do I get an InsulScan™ unit?
A. Request a contract from your local Mobile Instrument representative, or contact the National Repair Center InsulScan™ Product Manager via our contact form, or by calling 800-722-3675. To have a system sent, a contract will need to be signed, unless you are doing the 30-day trial. A purchase order for the wands will need to be received before the unit can ship.
Q. Do you provide training?
A. Yes, your local Mobile Instrument representative can come to your facility and train personnel on how to use the system, at no cost to you.
Q. Why should I use the system in the OR compared to CS?
A. To optimize patient safety we recommend scanning each instrument (including disposables) before and after surgery. This will assist in decreasing patient burns. In the event a patient burn did occur during the procedure, the surgeon can evaluate before closing the patient.
Q. How many times can I use a wand?
A. After extensive testing and evaluation, the FDA has approved our InsulScan™ wand to scan up to 40 instruments. If the system is used in the OR, you must use a different wand for each patient.
Q. How many wands come in a box?
A. Wands are sold in boxes of 50.
Q. How often should I change the wand?
A. Wands are to be changed after 40 scans maximum. If you only do a few procedures each week, change the wand at the start of each week.
Q. How can I get additional information?
A. For additional information on InsulScan™, use our contact form, or call the National Repair Center at 800-722-3675 and ask for the InsulScan™ Product Manager.