FW: New VillageMD Service Request Submitted Ticket: 18622
Closed
Model: Premium - Levella
Model Type: Refrigerator
Asset ID: 12997824
Site: VillageMD - VM Primary Care Medical Center - (KY63-S50005)
Department:Depreciation Start Date:Physical Location: LabDepreciation Term: yrsSerial #:
Model: Frigidaire - Medication Freezer
Model Type: Freezer
Asset ID: 6275357
Site: VillageMD - VM Primary Care Medical Center - (KY63-S50005)
Department:Depreciation Start Date:Physical Location: LabDepreciation Term: yrsSerial #: wv52958053
Model: LG - LRONC0705V
Model Type: Refrigerator
Asset ID: 6275356
Site: VillageMD - VM Primary Care Term: yrsSerial #: 507mra21a936
Villagemd Service Request Ticket Received
Ticket Request ID: 18622
Lab refrigerators and freezers will not stay within the temp range. They have been adjusted several times with no success, and staff has made sure to keep the lab products away from the sides and the back for better air flow. I am including images of the 4 units along with their SN AND EMSAR tags. I could not find the SN for FRIDGE 3. Thank you.
Primary Delay54.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay2.8 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
On Hold
31.0d
Awaiting Parts - Customer
54.0d
Closed
3.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
5/1 update
Replaced defrost timer and evp
fan motor
3-10 Sent sub email for update.
2-16 Sub has parts on order.
1-2 Requested Temp data for each Device for review how to proceed.
1-7 Trying to source Sub to go On-site to evaluate/troubleshoot temp flux issues.
Daniel’s HVAC & Refrigeration- Sub never called back
1-13 Sent email to Service Solutions to see if this Sub can provide service. Service Solutions will send a Tech to troubleshoot/Evaluate.
1-14 Service Solutions shceduled today in the afternoon
1-27 Sent email to sub for status update.
1-28 Sent email to customer for follow up.
2/16 - Sent follow up email to site to see if issue was resolved
2/16 emailed cjones@wesupplysolutions.com to follow up on repair status
2/16 issue not resolved - attached email from customer to WO The repairman inspected and cleaned the units and stated he would be ordering parts for two of the units. I believe Derrick with Emsar stated that they would communicate with the repairman and schedule the part replacement once the parts came in.
I have not received any further information.
Please advise.
Thank you,
Diane Tynes | Clinical Support Supervisor
🔍Technician Findings
Data logger probe captured, Need to confirm probe locations and if bottles are filled with Glycol or what type probes are being used to gather data. Sent email to Diane. Probes confirmed no visual issues.
2-17:Update:
Model: Premium - Levella
Model Type: Refrigerator
This unit needs a Thermostat , which we have not been able to find
Frigidaire - Medication Freezer
Model Type: Freezer
Waiting on condenser fan and defrost thermostat. Should be here at the end to first of the week. The motor was on back order
LG - LRONC0705V
Model Type: Refrigerator
This one just needed the condenser to be cleaned. Was working fine after cleaning
⚠️Problem Description
Model: Premium - Levella
Model Type: Refrigerator
Asset ID: 12997824
Site: VillageMD - VM Primary Care Medical Center - (KY63-S50005)
Department:Depreciation Start Date:Physical Location: LabDepreciation Term: yrsSerial #:
Model: Frigidaire - Medication Freezer
Model Type: Freezer
Asset ID: 6275357
Site: VillageMD - VM Primary Care Medical Center - (KY63-S50005)
Department:Depreciation Start Date:Physical Location: LabDepreciation Term: yrsSerial #: wv52958053
Model: LG - LRONC0705V
Model Type: Refrigerator
Asset ID: 6275356
Site: VillageMD - VM Primary Care Term: yrsSerial #: 507mra21a936
Villagemd Service Request Ticket Received
Ticket Request ID: 18622
Lab refrigerators and freezers will not stay within the temp range. They have been adjusted several times with no success, and staff has made sure to keep the lab products away from the sides and the back for better air flow. I am including images of the 4 units along with their SN AND EMSAR tags. I could not find the SN for FRIDGE 3. Thank you. https://www.ebiotrack.com/workorder.php?wo=70647
📧
Email: Repair Service Request - Response Required
Completed Feb 4, 2026
To: dtynes@villagemedical.com
CC:
BCC:
Attachment: --none--
Subject: Repair Service Request - Response Required
Body:
Dear Diane Tynes,We have been unsuccessful in our attempts to connect with you regarding the troubleshooting steps for the service request detailed below. Please respond to this email or call us at 888-841-5155 (Option 2). If this issue has already been resolved, kindly inform us so that we can close the service request ticket.REQUEST DETAILS Work
📧
Email: Repair Service Request - Response Required
Completed Jan 28, 2026
To: dtynes@villagemedical.com
CC:
BCC:
Attachment: --none--
Subject: Repair Service Request - Response Required
Body:
Dear Diane Tynes,We have been unsuccessful in our attempts to connect with you regarding the troubleshooting steps for the service request detailed below. Please respond to this email or call us at 888-841-5155 (Option 2). If this issue has already been resolved, kindly inform us so that we can close the service request ticket.REQUEST DETAILS Work
SNOTE
VT email to Sub
Jan 13, 2026
SNOTE
VT Notes with Service Solutions
Jan 13, 2026
SNOTE
ETA for Tech
Jan 14, 2026
SNOTE
2-16 Comm
Feb 16, 2026
PDF
Invoice Wesupplysolutions
May 1, 2026
Timeline
📞
Case Linked Dec 31, 4:43 PM
Case Number:00555435
Subject:FW: New VillageMD Service Request Submitted Ticket: 18622
Status:Closed
⏳1.9 business days
📋
▶
2
Work Order Created Jan 2, 10:01 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From:Entered
To:On Hold
Duration in Previous:1m
🚨31.0 business days
👤
Status: Awaiting Parts - Customer by Derek ReynoldsFeb 17, 8:47 AM