Recently, I had the chance to hear first-hand some of the arguments OEM service representatives use when they work to convince end users to move from third-party service (with Block Imaging and companies like us) to OEM service. Needless to say, I found the conversation enlightening.
In response to what I heard, I am writing this blog to address two common myths surrounding third-party service in hopes that when you are contacted by an OEM representative, you are well informed and prepared to evaluate both sides.
Myth #1: Third-party service companies aren’t trained to handle your equipment.
False. Most third-party engineers you will encounter in the field are highly capable of servicing your equipment. Some of them used to work directly for the OEM or have been trained by the OEM through approved courses. These engineers carry years of experience with them that are invaluable to field work. We’ve even seen instances where a third-party engineer and an OEM engineer were on site at the same time and the third-party helped the OEM to fix the issue.
Myth #2: Third-party service companies can’t provide the parts needed to fix your equipment.
Also false. There are an increasing number of third-party groups that sell parts in addition to engineering service. These groups have excellent parts inventories and can provide the parts at a fraction of the cost that the OEM does. These savings generally come from used or refurbished parts, but any third-party parts vendor worth their salt sells pre-tested parts that are covered by warranty in the event of failure. Watch the video below to learn more about how we do it:
If you are looking for imaging equipment service, don’t exclude the third party from your considerations. OEMs are not the only groups that can provide excellent customer service and it is rare for their pricing to rival that of a third party. For a sample of what’s available, take a look at the service agreement options from Block Imaging.
Meet the author: Trish Payne
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