Defective Respiratory Equipment: Who Do You Call?
The Manufacturer or a Factory Authorized Repair Center?
Did you know that most major technology companies (think Apple, Samsung, HP, etc.) do not service their own “post-market” products? This is because their primary business is the design, production, and marketing of their respective product lines.
After-market service is essentially labor-intensive, geographically dispersed, and operationally complex. For this reason, it is very often outsourced to third-party service companies.
The medical device industry is following a similar trend. Companies like ResMed, Drive Medical, React Health, and others used to service their products in-house. Over the past few years, they have transferred much of this work to third-party service companies such as Quality Biomedical.
These third-party companies spread the costs of real estate, test equipment, and trucks/logistics across several OEM partners, thereby lowering overall service costs for HME/DME customers.
But that is not the only reason, nor the best (from the customer’s point of view)
Because third-party service companies handle thousands of pieces of equipment from multiple OEMs, they must be operationally more efficient. For this reason, they develop systems and technology to streamline the service process, resulting in faster turnaround, better parts management, and overall, an improved customer experience for their DME customers.
So, when you have equipment requiring warranty or out-of-warranty support and want fast turnaround and (usually) a lower price, send your product to a third-party service company that has been trained by the OEM and uses approved OEM parts.
If you want to know what products we service, please email CustomerService@QualityBiomedical.com
