Service FAQ
Who do I contact if I have a service issue?
You can contact our service department 24 hours a day, seven days a week at 1-800-958-9986. You will be asked what type of system you are calling in on and then routed to a dedicated team that specializes in your ultrasound manufacturer. They will begin to immediately handle your issue and work to get it resolved as quickly as possible.
You can also call your team directly on our new direct dial service phone lines (numbers given below). Your in-house expert team is comprised of a Customer Service Representative, a Technical Support Engineer and two technicians.
If your ultrasound system manufacturer is HP/PHILIPS, SONOSITE or ATL/HDI the direct line is 704-940-3648 (or 800-958-9986 ext 3468).
If your ultrasound system manufacturer is GE (including all Voluson products) the direct line is 704-940-3479 (or 800-958-9986 ext 3479).
If your ultrasound system manufacturer is Toshiba, Siemens and Acuson the direct line is 704-940-3478 (or 800-958-9986 ext 3478).
I called in after hours and I got a voicemail box? Now what?
Our engineer on call will retrieve your message and follow up with your immediately. You should expect a call within 30 minutes or your message in most cases.
Why do I need preventative maintenance (PM)?
Preventative maintenance is needed to maintain optimal performance of the system. During maintenance checks, technicians are able to diagnose problems early, thereby avoiding the time and expense of a much larger and costly repair in the future. Technicians will also vacuum the dirt and dust out of the system and make minor adjustments to maximize your system's performance. In addition, our service engineer will also leave behind a QAA certificate that will serve for accreditation purposes.
How do I schedule my PM?
Your service coordinators will be in touch during the course of your warranty or contract period to schedule a PM visit for your system. If you you prefer to schedule the PM for a particular date, please call our service department and put in a request. Our service coordinators will work with you to schedule the PM at a time that is most convenient for your facility.
How does my PM and service work for my portable ultrasound product?
Portable systems like GE LogiqBooks, Acuson Cypresses or Sonosite products receive PMs and are repaired by a "depot repair" process. This means you contact your service team just like any other service incident, but we will work with you to get your system sent back via FedEx to our facility for repair or preventative maintenance. PMs are done on portable systems by request only. Loaners are typically available for the time you are without your system if necessary.
What do I gain by having a service contract?
Service contracts eliminate much of the risk that comes with owning and maintaining an ultrasound system. By having a fixed payment that you can budget for, you eliminate the risk of large and unexpected service costs. Customers with service contracts are also prioritized above others which results in faster response times and less downtime than purchasing service on a time and materials basis. All of our contracts also include a yearly preventative maintenance check to try to prevent any major service events that could result in significant cost and downtime.
Does GMI do network support or help with my DICOM/PACS network?
Unless you purchased your DICOM network or PACS system from GMI or if you purchased one of our network installation packages, GMI does not support your network. We are responsible for making sure the hardware portion of your ultrasound system is sending out your images and DICOM information properly. Problems with printers, workstations or servers not working properly should be handled by your network IT department or the other hardware providers that your work with.
GMI is here to help. If you need more than hardware support, please inquire about our network support packages.
Are there any special power or electrical requirements for my system?
Sytems have three standard requirements:
1. Sufficient power at 120 volts with no lags or spikes.
2. Most ultrasounds need a standard 20 AMP breaker.
3. A proper ground that is run back to the breaker box.
If you have dirty or weak power, this can result in damage to your ultrasound system. If you have any concerns, you may want to have an electrician experienced with medical grade wiring check your circuit or discuss a power regulator with or service department. Power regulators can be inexpensive insurance if you have power concerns. See the power section in the orientation manual or ask your service coordinator for our Power Fact Guide.
What is a UPS (uninterruptible power supply) and why should I have one installed?
A UPS is one of the best investments you can make to protect your ultrasound investment. A UPS protects against power spikes and lags. Power fluctuations are one of the most common reasons for service calls and they can greatly affect your uptime. Installing a UPS will ensure greater reliability, better uptime, and fewer rescheduled patients. Additionally, with the newer, software driven systems, the UPS wil give you power for a long enough period in a power outage to shut your system down properly and avoid software and hard drive corruption.
Please check with our service group for pricing and availability on UPS power supplies for your facility.
Why can't I just use a regular consumer grade UPS instead of the medical grade ones GMI recommends? Can't I save some money with the other kind?
It is critical that you use a medical grade UPS that are designed to handle the loads that ultrasound equipment can pull. Medical grade UPS also have higher standards for leakage and current as applied to patient safety. Consumer grade UPS do not meet this criteria.
If your UPS can't handle the load and hold fluctuations within the tolerable range for your system, you can actually contribut to system and power supply failures. This can void your warranty and ultimately cost you even more money. Your ultrasound equipment is highly technical and very sensitive medical equipment and needs very specific power to perform safely and reliably.
Should I leave my system on at night?
No. Each night you should do a full power shutdown on your system and be sure to unplug it from the wall. This will make sure your system gets shut down properly in the event of a power outage and protects your system from any power fluctuations or issues that might occur while you are not at your facility.
What is the proper probe care in the every day use of the system?
There are four main aspects of probe care:
1. Clean probe after each use to kill germs, to prevent staining, and to prevent damage to the membrane. Be sure and use the appropriate cleaning solution as some have high levels of alcohol which can cause the membrane to dry out. Refer to cleaning instructions in the user manual.
2. Take special care not to drop or hit the probe head on any hard objects as this will cause crystal damage to occur.
3. Do not allow probe cables to get tangled or run over in the system cart wheels. This can cause tears in the cord's outer covering and internal breaks which may lead to dead elements.
4. Replace the probes in the probe holders when not in use. Do not leave the probes hanging by the cord or draped over the system.
Please visit www. gmi3.com/proberepair for more information.
Do I need to do anything before disconnecting a probe?
Yes. You should never disconnect a probe without freezing the image or switching to a different probe port before removing the probe. In general, never remove a probe that has power running to it or you could damage your probe and incur replacement costs.
What should I do if I think a probe is starting to fail?
Let us know as soon as possible. Send it in to use for an evaluation by our skilled technicians. It is aslo helpful if you send it in with some recent scan shots for us to review as well to try to rule out a system issue or other problem.
If it is covered under warranty, we will repair or replace your probe. In most cases, loaners are available while your probe is being evaluated. If your probe is not covered under warranty, we can provide you with options for repair or replacement depending on what the most cost effective solution is.
What should I do if I spill gel on my keyboard?
First, turn the machine off before cleaning anything. Use a small amount of alcohol on a rag or q-tip to clean the area where the gel has spilled. Try to wipe it off while being careful not to push the gel into any keys, buttons or knobs. You may also want to spray some gentle cleanser onto a rag to finish wiping up the residue. Avoid strong cleaners which may damage the membrane on your system or eat the labeling on the keyboard. Keep in mind that gel in keyboards or under buttons is one of the most common types of service calls and can result in sticking keys or intermittent problems.
What do I do if my TEE has bite marks or needs to be renumbered?
Please contact our service department as soon as you see any wear or damage to your TEE probe. We can arrange for an exchange or help you get your TEE repaired so that it can continue to provide years of safe and effective imaging.
How do you determine if a probe failure or other service incident is covered under warranty?
GMI closely analyzes all service incidents to determine if they are covered under warranty. We use a thorough testing process and our technical expertise to uncover the actual nature of the failure. If the damage occurred under normal usage, it will be covered depending on the level of your contract. If there is clear evidence of damage not resulting from normal wear and tear, you will be contacted with either repair or replacement options that are most cost effective.
