Zone 3
NWD - Low MA
imaging/X-Ray Dispatch - Need service ASAP. Part is shipping UPS Next Day Air. Please call mobile number to schedule
service. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC
for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s
decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or
parts identification, contact Veterinary Tech Service at 844-856-1232, option 3. Thank you!
Primary Delay12.4 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay23.4 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
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.6d / 2.0d SLA
Awaiting Parts - Customer
12.4d
Awaiting Parts
10.6d / 3.0d SLA
Tech On Site
1.6d / 1.0d SLA
Completed
12.5d / 1.0d SLA
Closed
7.0d / 1.0d SLA
WO Correction Needed
4.9d
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
4/2/2026 NSuarez SRA needs to be filled out
3/25/26 CDempsey- Reminded tech to close Serviced wo's.
3/19 KHardison:
1ZE444250148169875
1 of 2 Piece Shipment
Delivered On
Thursday, March 19 at 10:12 A.M.
LINE NO: 2.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259044605457 DESCRIPTION: ARS LABEL, ST RT 47 WEST
LINE NO: 3.1 QTY: 1 ITEM: 30-A1075-RF SERIAL #: V2890543 DESCRIPTION: PREVA TUBE HEAD, GRAY, REFURBISHED
LINE NO: 4.1 QTY: 1 ITEM: 30-T0124 SERIAL #: DESCRIPTION: TUBE HEAD SPANNER WRENCH,PREVA
LINE NO: 5.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259044128366 DESCRIPTION: ARS LABEL, ST RT 47 WEST
3-18 Mburris call from Midmark that WO is approved for more parts and wants to keep this WO open. They are sending more parts
SERVICED AND CLOSED DATES WILL NOT MATCH
due to Midmark deciding 3/10 to just close the WO and they are not sending us for a return visit.
3/10/25 Sramen - per partner notes Midmark wants this closed. I chattered FSE and changed the status of the wo to serviced.
2-26 Mburris call from POC to set for 2-26 11am Ashley Brown
2/26/26 lcoonrod
Your shipment
1ZE444250171984182
Scheduled Delivery
Today, February 26 by 10:30 A.M.
Order No: 757787
Customer PO No: SR1532860
Customer: Wilder Animal Hospital
Service Request NO: 1532860
Ship To Name: Wilder Animal Hospital
Ship To Address: 5152 Hollister Ave Ste A
Ship To City/State: Santa Barbara, CA 93111-2551
Waybill (Tracking #): 1ZE444250171984182
Carrier: UPS-Air-Next Day Air
The following items have shipped from Midmark Corporation on: 25-FEB-2026
LINE NO: 1.1 QTY: 1 ITEM: 002-10790-00 SERIAL #: DESCRIPTION: FRU KIT, PREVA LOGIC BOARD (TADA)
2-24 Mburris CB from POC Ashley to set for 2-24 10:30
2/23 KHardison: No ETA. updated due date.
Ship To Name: Wilder Animal Hospital
Ship To Address: 5152 Hollister Ave Ste A
Ship To City/State: Santa Barbara, CA 93111-2551
Waybill (Tracking #): 1ZE444250171352613
Carrier: UPS-Air-Next Day Air
LINE NO: 1.1 QTY: 1 ITEM: 30-A1071-8 SERIAL #: DESCRIPTION: Intraoral Arm Cable Field Replacement Kit, Mobile or Extra Long Arm, 82 inches
2-4 Mburris called and set with Ashley Brown 2-9 10am
2/4/2026jsells
left a voicemail with the work order number and I let them know someone would be calling to schedule
🔧Work Performed
Arrived on site and checked in with front desk so they could inform poc of my arrival. Once escorted to the back was provided part provided by Midmark, part provided was complete wire assembly for xray unit. Began by removing complete wire harness assembly from the xray unit to prepare it for the new one sent. Began installing new wire harness and ensure to ground cable that goes into tube head. Powered unit back on and tested unit by taking test shots but again got same error code of low MA. Called Midmark and we began troubleshooting unit together. After trying all test provided by midmark tech support they determined that a new logic board would be required. As tech support was already after hours he asked if customer would like to authorize part so a call back next day would not be needed. Located customer and they in fact did authorize part, so will return when part arrives to complete repair. 2/26 Arrived on site and front desk allowed me to walk to the back area as poc already waiting for me. Began removing logic board and tested unit, once test shots taken same error code began. Called midmark tech support and wait time was on the higher end. Once in contact with tech support and conducting some troubleshooting they determined a new refurbished tubehead would be required. Tech support informed me they would be sending a new tubehead so i informed poc of the findings. 3/30 arrived on site and waited a bit while customer wrapped up procedure. Once with unit removed current tube head and installed new tube head. Waited for area to clear and began testing unit, no errors occuring and unit able to work once again. Informed customer that unit verified functional and returned to service
🔍Technician Findings
Customer states unit gives out LOW MA
⚠️Problem Description
Zone 3
NWD - Low MA
imaging/X-Ray Dispatch - Need service ASAP. Part is shipping UPS Next Day Air. Please call mobile number to schedule
service. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC
for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s
decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or
parts identification, contact Veterinary Tech Service at 844-856-1232, option 3. Thank you!
All Midmark Progeny WOs:
Mandatory documents:
FDA 2579 Form
3-26 Mburris call from midmark w POC to set appt for 3-30 8am
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Mar 4, 2026
To: info@wilderah.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-01349604Location: Wilder Animal HospitalAddress: 5152 Hollister Ave, Ste A, Santa Barbara, CA 93111-2551Device: VetPro DC X-Ray (wall) L1063280Problem Description: Zone 3
NWD - Low MA
imaging
📞
Call
Completed Feb 26, 2026
2-26 Mburris call from POC to set for 2-26 11am
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Feb 25, 2026
To: info@wilderah.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-01349604Location: Wilder Animal HospitalAddress: 5152 Hollister Ave, Ste A, Santa Barbara, CA 93111-2551Device: VetPro DC X-Ray (wall) L1063280Problem Description: Zone 3
NWD - Low MA
imaging
📞
Call
Completed Feb 24, 2026
2-24 Mburris CB from POC Ashley to set for 2-24 10:30
📋
Outbound to +18056958387
Completed Feb 4, 2026
2-4 Mburris called and set with Ashley Brown 2-9 10am
📋
Outbound to +18056958387
Completed Feb 4, 2026
left a voicemail with the work order number and I let them know someone would be calling to schedule
📅
WO-01349604 - Repair - VetPro DC X-Ray (wall) - Santa Barbara - Wilder Animal Hospital
Mar 30, 2026 11:00am – 12:30pm
Work Order: WO-01349604
Account: MIDMARK
Customer Case Number: SR 1532860
Location: Wilder Animal Hospital
Address: 5152 Hollister Ave, Ste A,, Santa Barbara, CA 93111-2551
Manufacturer: Midmark - Progeny
Model #: VetPro DC X-Ray (wall)
Serial #: L1063280
Contact Name: Ashley Brown
Contact Phone: 1
PDF
FDA-2579_06-25-21-Secured
Feb 4, 2026
PDF
EPE Form
Feb 4, 2026
PDF
00565185 SRA
Feb 4, 2026
PDF
00565185_SRA.pdf
Apr 9, 2026
Timeline
📞
Case Linked Feb 4, 11:26 AM
Case Number:00565185
Subject:Repair
Status:Closed
📋
▶
2
Work Order Created Feb 4, 12:43 PM
Work Order Created → Parts Added
🔩
Parts Added
Type:Parts
Status:Open
Qty:1
📅
Status: Ready for Scheduling by Jessica SellsFeb 4, 1:00 PM