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!
Product Battle: Tuttnauer EZ Autoclaves vs. EZPlus Autoclaves October 31 2014
Alright fight fans, it’s time for another product battle, and this time it’s a whopper! This week, two heavyweights enter the ring. Fighting in the red trunks, we’ve got the Tuttnauer EZ Series. And his opponent, fighting out of the blue corner, the all new phenom, the Tuttnauer EZPlus Series. How will Tuttnauer’s new, improved, larger offering fare against their time-tested design? You’ll have to decide at the end of the fight!
Price: Both of these autoclave lines are very competitively priced. The EZPlus series will be slightly more expensive, but the features that come with it definitely justify the cost. The original EZ series are both great values, and a lot of autoclave for the price. If your office is very budget conscious, you will not regret the purchase of an EZ9 or EZ10. For its slightly lower price, this round goes to the EZ Series.
Aesthetics: For these fight fans, this round is a blowout. The EZ series have a sleek design that would look great in any office. But the EZPlus series takes Tuttnauer’s great looks to the next level. Featuring a white exterior, with simple-yet-elegant red highlights, this baby looks really good for a piece of medical equipment. The control area is simple, there are no overly large exposed metal parts, and the large color display is very prominent. Looking like a kitchen appliance from the year 2050, this round goes to the EZPlus series by a landslide!
Features: The highlight of the Tuttnauer line is the “Forget it once you set it” closed door drying cycle. The EZPlus line keeps this feature, and adds a whole lot more. Where the EZ series uses a monochrome LCD Display and several buttons to navigate through its programs and menus, The EZPlus series replaces that with a large color screen and simple 3 button controls. Comparing the largest models of both series, the EZ10 and EZ11Plus, the EZ11Plus has a chamber volume 1.5 gallons larger, and can hold 5 trays as opposed to the 4 of the EZ10. The EZPlus series also features a new self locking door design, and a front water filling option. It is truly the next generation in Tuttnauer autoclaves. Advantage EZPlus
When it comes to Tuttnauer autoclaves, a customer can not go wrong with any of the models. Although the original EZ series are excellent systems, the all new EZPlus series take perfection to a new level. Call us today to find out more, and figure out which Tuttnauer autoclave is right for you.