ClearVet & Digital Radiography Systems

Complaint: [redacted] Hello! I have been waiting for a call from you or your chief engineer, and neither of you has calledAgain, I am disappointed in your service and your level of care for your clients and your product Sincerely, [redacted]

Dr [redacted] ,I have looked into the situation and find there to be some additional information important to this situationDigital X-ray is a high tech solution and in some instances there are adjustments that need to be made to the systemIn your case, yes, your PC needed to be replaced, and we took care of that as soon as it was determined to be an issueWe do not build the PC's so we cannot always know if they will present an issueWhat we can do it replace when necessary, and we did thatI have looked into your file and do not see any recent communication from you about white imagesWe would be happy to look into this if that is an issue.The grainy image issue, although not always the case, can be due to techniqueWe have asked that you provide some information to us so we can determine if that is the case or if there is another issue thereIt is possible you simply need an adjustment to your APRThe APR is a general calculation of the setting that should give you the best quality x-ray based on anatomical position and thickness of the patientThere are circumstances where the settings will still need to be adjusted due to the varying bone and tissue densityFor example, the APR setting my take great images on a slender Great Dane at say thick, but if you have a heavyset bulldog measuring thick then the KvP or mA may need to be adjusted to get a good imageThis is why we asked for the information on when the grainy images are presentingIn addition, if any of my staff every told you that we were too busy to help you, I would have liked to have been told this immediatelyThat is in no case ever an appropriate statement, and I have never heard anyone here communicate that to any of our customersWe may be busy and need to call you back, but my entire tech team is in place specifically to help with system issues, as we did today when you called inBrian help and solved the issue within minutes.Also, when you purchased your DR9, you bundled it with other products and paid a total for all of $58KI am committed to taking care of any lingering issues, please contact my team if you have any additional issues and if you are not getting the service you expect, contact me directly [redacted] Director of Operations We have asked you to help us with your technique information so we can update your APR to better enhance the imagesWe are also not aware of any white images issuesWe have replaced your PC as well,

Initial Business Response /* (1000, 11, 2015/11/11) */
This customer asked us to evaluate their machine due to a flood they had in their building for insurance purposesThey had an outside company look at it and tell them it would cost $to repairWe had them ship this in and we did the
evaluation, finding there was absolutely nothing wrong with their machine, saving them $
The initial delay ion responding was due to some miscommunication as to the nature of the issue and the insurance company being involvedOnce those details were worked out, we responded and quickly did the eval for this clinic

Dr. [redacted],Our clinical engineer and I will call you no later than tomorrow to see what can be done. In no way was I saying I would not help, in my due diligence, it was my understanding the issues you were having recently had been resolved. Apparently that is not the case. Again, we will reach out to you as soon as possible. [redacted]

Dr. [redacted],I have looked into the situation and find there to be some additional information important to this situation. Digital X-ray is a high tech solution and in some instances there are adjustments that need to be made to the system. In your case, yes, your PC needed to be replaced, and we...

took care of that as soon as it was determined to be an issue. We do not build the PC's so we cannot always know if they will present an issue. What we can do it replace when necessary, and we did that. I have looked into your file and do not see any recent communication from you about white images. We would be happy to look into this if that is an issue.The grainy image issue, although not always the case, can be due to technique. We have asked that you provide some information to us so we can determine if that is the case or if there is another issue there. It is possible you simply need an adjustment to your APR. The APR is a general calculation of the setting that should give you the best quality x-ray based on anatomical position and thickness of the patient. There are circumstances where the settings will still need to be adjusted due to the varying bone and tissue density. For example, the APR setting my take great images on a slender Great Dane at say 20 thick, but if you have a heavyset bulldog measuring 20 thick then the KvP or mA may need to be adjusted to get a good image. This is why we asked for the information on when the grainy images are presenting. In addition, if any of my staff every told you that we were too busy to help you, I would have liked to have been told this immediately. That is in no case ever an appropriate statement, and I have never heard anyone here communicate that to any of our customers. We may be busy and need to call you back, but my entire tech team is in place specifically to help with system issues, as we did today when you called in. Brian help and solved the issue within minutes.Also, when you purchased your DR9, you bundled it with other products and paid a total for all of $58K. I am committed to taking care of any lingering issues, please contact my team if you have any additional issues and if you are not getting the service you expect, contact me directly. [redacted]Director of Operations     We have asked you to help us with your technique information so we can update your APR to better enhance the images. We are also not aware of any white images issues. We have replaced your PC as well,

Complaint: [redacted] Hello!   I have been waiting for a call from you or your chief engineer, and neither of you has called. Again, I am disappointed in your service and your level of care for your clients and your product.
Sincerely,
[redacted]