Please advise on PT equipment issue

[Guest guest]

Dear group,

A word of advice or two would be greatly appreciated by anyone who went through

similar situations.

We are a private PT clinic in Los Angeles, and we

were having some issues with a very expensive machince we

purchased from a medical manufacturing company last year.

The company's only office in the US is in South Carolina.

The issue was that the machine was shutting down by itself at least

once a day. The company asked us to send the unit back so they can upgrade

software on it.

They had no one in or near the California area who was certified to work on

these machines.

We were weary about shipping such expensive equipment, but since it was the only

way to fix it, we shipped with a FEDex return label they provided, with original

protective shipping device with Fragile written on the box as well.

We shipped it 2/18.

They were in reciept of the machine on 2/25.

On 3/2 when I called to check on the status, they asked me what was wrong with

the machine. Explained it was shutting down by itself.

On 3/7, I called again to check status, and this is when they stated the screen

was cracked and broken when they first opened the box and stated they had

already informed me of this on 3/2. I clearly remember the conversation held on

3/2, but I was not informed.

The machine was definitely not broken when we sent it.

They said they have no way of knowing whether we had sent out a damaged machine

and said they normally charge $1200-1700 to fix broken screens, but will

sacrifice and fix it for $435.

It turns out they did not declare the value of the machine to FedEx, so the

label they sent wasn't even insured.

So we can't claim FedEx for the damage either.

This company won't budge at all even after numerous calls.

The service manager is always out of town.

They still have the machine.

Did anyone have similar experiences? How were they resolved?

Please advise!!

Hailey Jahng

Clinic Manager

Good Rehab Physical Therapy, Inc

2727 W Olympic Blvd #207

Los Angeles, CA 90006

goodrehab@...