Zone 1
PROBLEM SUMMARY
WD-scale timing out
ADDITIONAL NOTES
Unit is located in Ste 202, room 13. The Service Company Tech must return the defective or unused part(s) using the return
label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance,
troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Primary Delay5.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay7.7 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
Ready for Scheduling
6.1d / 1.0d SLA
Assigned
0.7d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
1.2d / 1.0d SLA
Closed
3.8d / 1.0d SLA
WO Correction Needed
1.0d
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
2/20/26 RBerry- Updated delay code due to gap in communication with customer after WO went to RFS.
2-12 Mburis called site appt w Ryan 2-16 1pm
2/5 KHardiosn - Verified, with Midmark, that the shipping for parts is correct.
2/5/26 lcoonrod
Your shipment
1ZE444250371392504
Estimated delivery
Monday, February 09, between 9:00 A.M. - 11:00 A.M.
Tracking Number:Ship To:Kaiser Permanente 6660 Alton Pkwy Irvine, CA 926183734 USUPS Service:UPS GROUNDPackage Weight:0.6 LBSMerchandise Description:Medical Service PartsReference Number 1:21094938 / 752901 Reference Number 2:SR1531204 Reference Number 3:200.100.10.1080.0000.402000.00000.0 Reference Number 4:Ryan Smith ? Engineering Department
2/5 KHardison: Updated due date I am verifying the shipping address with Midmark. It doesn't match the WO address.
1ZE444250371392504
Estimated delivery
Monday, February 09, between 9:00 A.M. - 11:00 A.M.
LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD
LINE NO: 2.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259074789471 DESCRIPTION: ARS LABEL, ST RT 47 WEST
02/03/2026 EMartin called Ryan Smith / (714) 215-7573 advising WO-01349257 created A coordinator will be reaching out to get this scheduled
🔧Work Performed
Arrived on site and already on site for another repair and nurse informed me this unit also not functioning. Confirmed table leveled and removed back cover to check for error codes. Error code indicated issue with vitals pcb, first tried hard reset by removing power but issue still present. Upon looking into wo found midmark already sending out board. 2/16 Arrived on site but could not get ahold of POC. WO scheduled by coordinator but poc not answering phone. Needed board and site did not have board stated only POC would have parts sent. Waited one hour for POC and called as well but could not get ahold of POC. next day called him and stated emergency came up and did not get a chance to call in to reschedule. 2/18 Arrived on site and met up with POC and was escorted to room unit in. Once talking with nurses we found out unit in negative pressure room and currently patient inside room and could not be moved. Patient undergoing procedure inside room and would have to wait for patient to be okay to be removed. Once room open began by removing covers and removing current scale PCB. installed new PCB and calibrated table. Unit tested and confirmed function, informed POC and return unit to service
🔍Technician Findings
Customer states that scale on table is not functioning as intended
⚠️Problem Description
Zone 1
PROBLEM SUMMARY
WD-scale timing out
ADDITIONAL NOTES
Unit is located in Ste 202, room 13. The Service Company Tech must return the defective or unused part(s) using the return
label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance,
troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
To: ryan.r.smith@kp.org
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-01349257Location: Kaiser PermanenteAddress: 800 Freedom Ln Aliso Viejo, CA 92656Device: 626 (Series) Chair V2811274Problem Description: Zone 1
PROBLEM SUMMARY
WD-scale timing out
ADDITIONA
📋
Outbound to +17142157573
Completed Feb 3, 2026
02/03/2026 EMartin called Ryan Smith / (714) 215-7573 advising WO-01349257 created A coordinator will be reaching out to get this scheduled
Work Order: WO-01349257
Account: MIDMARK
Customer Case Number: SR 1531204
Location: Kaiser Permanente
Address: 800 Freedom Ln, Aliso Viejo, CA 92656
Manufacturer: Midmark
Model #: 626 (Series) Chair
Serial #: V2811274
Contact Name: Ryan Smith
Contact Phone: 17142157573
Contact Email: ryan.r.smith@k
PDF
00564517 SRA
Feb 3, 2026
PDF
00564517 SRA.pdf.pdf
Feb 23, 2026
Timeline
📞
Case Linked Feb 2, 3:36 PM
Case Number:00564517
Subject:Repair
Status:Closed
📋
▶
2
Work Order Created Feb 3, 9:56 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From:Entered
To:Ready for Scheduling
Duration in Previous:4m
👷
▶
2
Technician Assigned Feb 3, 11:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling
To:Assigned
Duration in Previous:1h 45m
🗓️
▶
2
Status: Scheduled Feb 3, 4:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For:2026-02-03T17:00:00.000+0000
🔧
Status: Tech On Site by Omar SerranoFeb 3, 11:15 PM
From:Scheduled
To:Tech On Site
Duration in Previous:6h 17m
⏱️
▶
3
2x Labor Added Feb 4, 12:13 AM
2x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order:00089644
Status:Closed
📦
Status: Awaiting Parts by Omar Serrano
From:Tech On Site
To:Awaiting Parts
Duration in Previous:58m
⏳2.0 business days
📅
Status: Ready for Scheduling by Kimberly HardisonFeb 5, 12:03 PM
From:Awaiting Parts
To:Ready for Scheduling
Duration in Previous:1d 11h
⏳3.0 business days
⏱️
Labor Added Feb 9, 10:24 AM
Type:Labor
Status:Open
Qty:1.75
⏳4.0 business days
📅
▶
2
Dispatch Scheduled Feb 12, 5:51 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From:Ready for Scheduling
To:Scheduled
Duration in Previous:7d 5h
⏳1.8 business days
🔧
Status: Tech On Site by Omar SerranoFeb 16, 10:10 PM
From:Scheduled
To:Tech On Site
Duration in Previous:4d 4h
📅
▶
2
Dispatch Scheduled Feb 17, 9:10 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Omar Serrano
From:Tech On Site
To:Scheduled
Duration in Previous:10h 59m
📅
Dispatch Scheduled by Michael BurrisFeb 17, 11:56 AM