Tosh Buffin called because both dental units are down. 1st Drill bit will not stay in. Second the drill will not spin. Customer has swapped handpieces and tried on different machines. Drills stilled worked the same. Customer does not have backup drills.
2/9/26 RBerry- Updated due date based on parts. Removed delay code.
1/26 KKelch called Tosha to schedule for 1/28 between 1 and 3 pm, customer requested either 1/27 or 1/31, I let her know we wouldn't have availability on either date and offered 2/4 between 11 and 1 pm as that is the FSE's next available after 1/28. Customer confirmed. Call logged on WO-01339556
1/23/26 TSantiago Emailed Tosha Covetrus items numbers to order replacement handpieces and/or replacement turbines. Sent instruction video on how to replace turbines.
1/23/26 TSantiago Will look at replacement drills part number cost for customer.
🔧Work Performed
Tech took the one hand piece and was able to clean the turbine and the inside on where the turbine sits. Tech removed some dirt from the inside housing. Tech put the turbine back in and tech got a bit from POC. The bit was able to spin. Tech opened up the other hand piece and some pieces from the turbine fell out, like the washers. Tech showed the POC and said that a new turbine would need to be ordered. POC agreed but asked if 2 turbines can be ordered in case the other one goes out. Tech said he would order two turbines. Customer approved the turbines and a second trip.
Update 2/17/2026 - Tech arrived on site and was handed the parts that were ordered. Tech installed the new turbines and function tested them. Both dental units had no air or water leaks. Tech showed the POC and she was happy both were working again.
🔍Technician Findings
Tech arrived on site and was told that both dental units are down. 1st unit, drill bit will not stay in. Second the drill will not spin. Customer has swapped handpieces and tried on different machines. Drills stilled worked the same. Customer does not have backup drills.
⚠️Problem Description
Tosha Buffin called because both dental units are down. 1st Drill bit will not stay in. Second the drill will not spin. Customer has swapped handpieces and tried on different machines. Drills stilled worked the same. Customer does not have backup drills.
Technician please try to get one drill working. Customer has dental cases on Monday.
https://www.ebiotrack.com/workorder.php?wo=71136
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Feb 4, 2026
To: tosha.bulfin@lovet.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01339556Location: Bell Ridge Animal HospitalAddress: 3539 West Bell Road Suite 4 Phoenix, AZ 85023Device: Problem Description: Tosha Buffin called because both dental units are down. 1st
📋
Outbound to +16029381982
Completed Jan 26, 2026
1/26 KKelch called Tosha to schedule for 1/28 between 1 and 3 pm, customer requested either 1/27 or 1/31, I let her know we wouldn't have availability on either date and offered 2/4 between 11 and 1 pm as that is the FSE's next available after 1/28. Customer confirmed. Call logged on WO-01339556
Jan 26, 2026 9:07am
@Tonya Santiago
Can you link this one to EBT?
📅
WO-01339556 - Virtual Tech - Field Repair - Phoenix - Lovet Pet Health Care - Bell Ridge Animal Hospital - 8003
Feb 17, 2026 4:00pm – 6:00pm
Work Order: WO-01339556
Account: Lovet Pet Health Care (Formerly Arizona Pet)
Customer Case Number:
Location: Lovet Pet Health Care - Bell Ridge Animal Hospital - 8003
Address: 3539 W. Bell Rd., Suite 4, Phoenix, AZ 85053
Manufacturer:
Model #:
Serial #:
Contact Name: Tosha Bulfin
Contact Phone:
Timeline
📞
▶
2
Case Linked Jan 23, 12:02 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order:WO-01339556
Type:Virtual Tech - Field Repair
Priority:P3
📅
Status: Ready for Scheduling by Tonya SantiagoJan 23, 12:16 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:11m
👷
▶
2
Technician Assigned Jan 23, 1:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From:Ready for Scheduling
To:Assigned
Duration in Previous:52m
⏳2.0 business days
🗓️
▶
2
Status: Scheduled Jan 26, 12:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For:2026-02-04T18:00:00.000+0000
⚠️8.0 business days
🔧
Status: Tech On Site by Andrew PrzybylaFeb 4, 11:31 AM
From:Scheduled
To:Tech On Site
Duration in Previous:8d 23h
⏱️
3x Labor Added Feb 4, 12:51 PM
Type:Labor, Travel
Status:Open
Qty:2, 0.5, 3.9
📦
▶
2
Parts Requested Feb 4, 1:03 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Andrew Przybyla
From:Tech On Site
To:Awaiting Parts
Duration in Previous:1h 32m
⏳4.0 business days
🔩
▶
2
2x Parts Added Feb 9, 9:05 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From:Awaiting Parts
To:Reschedule
Duration in Previous:4d 20h
🗓️
▶
2
Status: Scheduled Feb 9, 2:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For:2026-02-16T20:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn KelchFeb 10, 9:35 AM
Scheduled For:2026-02-17T15:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn KelchFeb 10, 11:59 AM
Scheduled For:2026-02-17T18:00:00.000+0000
⏳2.0 business days
📅
Dispatch Scheduled by Kaitlyn KelchFeb 11, 4:08 PM
Scheduled For:2026-02-17T21:00:00.000+0000
⏳4.0 business days
🚗
Travel Added Feb 17, 3:51 PM
Type:Travel
Status:Open
Qty:79
🔧
Status: Tech On Site by Andrew PrzybylaFeb 17, 5:30 PM
From:Scheduled
To:Tech On Site
Duration in Previous:8d 3h
✔️
Status: Completed by Andrew PrzybylaFeb 17, 6:30 PM
From:Tech On Site
To:Completed
Duration in Previous:1h 0m
⏱️
3x Labor Added Feb 17, 6:36 PM
Type:Labor, Expenses
Status:Open
Qty:1, 2
🏁
Status: Closed by Andrew PrzybylaFeb 17, 8:31 PM
From:Completed
To:Closed
Duration in Previous:2h 0m
⏳3.4 business days
📄
▶
2
Status: Ready to Bill Feb 20, 10:41 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From:Ready to Bill, Invoice Pending
To:Invoice Pending, Invoiced
Duration in Previous:2m, 0m
⚠️7.0 business days
🧾
Invoice Created Mar 2, 3:38 PM
Invoice Number:SM-254578
Bottlenecks
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 7.9 business days (threshold: 2.0 business days)
Exceeded by 5.9 business days
Awaiting Parts
Duration: 3.7 business days (threshold: 3.0 business days)
Exceeded by 5.9 business hours
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)