Tales from Customer Service – Autoclave Delivery April 09 2015
In our previous blog post, we mentioned a situation where a medical office manager purchased their autoclave from one of the “wimpy other guys.” The company uses a questionable delivery service and in this instance, the deliveryman forgot his delivery cart so he rolled the very expensive autoclave on the ground, end-over-end, into the facility. There is more to this story that we would like to share with you.
In a fit of rage, the office manager called us. We assumed it was our sale and as we prepared to assist the customer, they informed us, “well, I didn’t buy it from Monstermed.com.” We replied, “If it is damaged, you need to contact the company you purchased it from.” To our surprise, she replied, “I did…and they will do nothing about it!” No wonder she was upset, wouldn’t you be? She was calling us to see if there was a way we could help her. We at Monstermed.com always go the extra mile to ensure our customer’s satisfaction. But in this instance, the office manager did not purchase the autoclave from us…did we turn her away…Of Course Not! We were there to pickup our competitor’s customer service.
When Kathy called Nichole, one of our extremely talented Customer Service Representatives, saying that one of our competitors told her that the damages to her newly purchased Midmark M11 Autoclave were her (Kathy’s) fault, Nichole was disturbed that Kathy was treated that way. Kathy is the same customer that watched the delivery man roll her unit into the office end over end. I guess for our competitors, the customer is not always right.
Kathy did not want to deal with that competitor anymore and wanted to purchase her unit from us. Nichole immediately sprang into action and told Kathy exactly what she had to do. Kathy’s new Midmark M11 Autoclave was packaged and ready to ship before they hung up the phone. Nichole then called our Shipping Representative in advance to make sure that this unit would be shown the handling respect that it needs. Our Representative called ahead to the delivery terminal in Kathy’s area, and spoke with her normal delivery man who assured our Representative that he would “handle with care”.
Kathy received her new Midmark M11 Autoclave from MonsterMed two days later in perfect condition. There was even a little extra surprise in the package just to make her day brighter. After a long battle, with our assistance, Kathy did receive credit from our competitor on the damaged unit but has chosen MonsterMed.com for all of her medical equipment needs.
Shipping and Handling of your Newly Purchased Autoclave April 07 2015
If you are one of the many awesome customers who have purchased a Midmark Autocalve or Tuttnauer Autoclave from MonsterMed, you are sure you are completely satisfied with your order. How do we know this? Easy…we are autoclave-shipping pros! If you choose to purchase your system from one of the “wimpy other guys,” you run a chance of having your system damaged. We’d like to take a moment to share some information on autoclave shipping.
Simply put, shipping an Autoclave is difficult. Why? There are four main reasons…Autoclaves are Large, Heavy, Expensive, and Fragile. We have heard horror stories from physicians including one office who decided to purchase from a company other than MonsterMed.com. When their autoclave arrived, they watched in awe as the delivery man, who had forgot his delivery cart, rolled their newly purchased Midmark M11 Autoclave into their facility, on the ground, end over end. Due to the large size of these units, they are not always handled with care, so it is very important to inspect your unit when it is delivered. This way, if there is any damage, it can be reported immediately or refused. When unpacking your Sterilizer, we recommend two or more people to lift the unit. It is very important not to lift the Autoclave by the door handle or the water reservoir cap. Systems like the Tuttnauer EZ11plus Autoclave, have large handles that are very tempting to grab. These handles are not meant to burden any weight from the top or bottom and will often bend or warp making the door seal broken.
Staying in compliance with the manufacturer guidelines for maintenance is a must and can add years to the life of your system. For the Midmark M11 Autoclave, it is recommended that on a weekly basis, the water reservoir is drained, trays and racks are washed using mild soap and fresh clean distilled water is put in. On a monthly basis, the system should be flushed and the filter screens should be cleaned. For the Tuttnauer EZ11plus Autoclave, on a daily basis the door gasket and outside rim of the chamber should be cleaned with a mild detergent. On a weekly basis, clean and descale the chamber, copper tubes and the reservoir using their Chamber-Brite Autoclave Cleaner.
The best way to keep your Autoclave operating at the highest level is to respect it. This is an investment for your office and it should be treated that way. MonsterMed only carries Ritter by Midmark and Tuttnauer brand Autoclaves, because they are the best in the industry. They should last you a long time with proper treatment and that is something that everyone can respect!
The Tuttnauer EZ10 Autoclave is less expensive than its Midmark counterpart, but that is no indication of its quality. Some customers believe that Tuttnauer’s price is less than Midmark, simply because Tuttnauer focuses solely on Sterilization while the Midmark offering consists of other item categories such as exam tables. Others believe the price difference is explained by Midmark products being manufactured in the United States. Keep in mind, besides the price difference, Tuttnauer currently offers a 2-year warranty on the EZ10 while Midmark offers 1-year. For these reasons, when it comes to Price, Tuttnauer wins.
This could come down to personal preference, but in our opinion the Midmark M11 Autoclave is more pleasing to the eye. It’s smooth front door and handle are almost seamlessly built into the unit, making it look like a more complete Autoclave. Let’s not forget about the size difference in these two units. The Midmark M11 has an internal chamber size of 11” in Diameter by 18” in Depth while the the Tuttnauer EZ10 is a bit smaller with an internal chamber size of 10” Diameter by 18” in Depth. This gives the Midmark M11 increased area for more or larger instruments. M11 wins hands down.
The biggest difference between the Midmark M11 and the Tuttnauer EZ10 Autoclaves are found within the features. The Tuttnauer EZ10 Autoclave features a closed-door drying cycle, whereas the Midmark M11 Autoclave has an open-door drying cycle. According to Tuttnauer, the EZ10 features a “Closed door active drying system to maintain sterility and ensure efficient drying of packs and pouches”. Once the sterilization cycle is complete the drying cycle will start blowing heated air onto the instruments, drying them quickly. Midmark claims the M11 has “Patented automatic opening door for efficient instrument drying”. The M11’s automatic door will open once the sterilization cycle is over allowing the steam to dissipate into the room. Instruments are dry within seconds.
And The Winner is…
Once again, we cannot choose a winner. Both of these units are designed to be the best in the industry. One thing we can say is customers are very loyal to their brand. If a customer has been a Midmark user for some times, they will most likely stay loyal to Midmark even if there are less expensive brands. The same goes for Tuttnauer users. That says a lot about the high quality from both manufacturers.