04/28/2026 DNakoff - Do not charge for services, major complaints with Michael Rusells previous service.
4/17 DPatton - Are we billing for this February service? (See note below)
04/13/2026 SRobinson- Per Monica, "
We solved the issue with the UA internally, and if you're going to charge me to finish the job that you started and didn't complete, I decline the work order." Forwarded email.
4-9 Mburris set return appt with Monica Ortiz 4-16 10am
2-6 Mburris called and set appt with Monica 2-9
🔧Work Performed
Initiated diagnostic evaluation following reports of system errors. Performed internal self-test, which confirmed a persistent optical sensor failure. Executed standard recovery protocols, including sensor cleaning and a hard system reset (30-second power cycle); however, the fault remains unresolved. Attempted to contact the manufacturer via multiple technical support channels and email to escalate the hardware failure; currently awaiting a response for further specialized guidance."
Confirmed optical sensor failure through device self-diagnostics. Troubleshooting steps included deep cleaning of the optical path and performing a full power-cycle reset, but the error persists. Due to the nature of the hardware fault, re-initiated contact with manufacturer technical support via phone and email. Unit remains out of service pending manufacturer consultation.
2/10/2025 Followed up with the manufacturer regarding the pending technical inquiry; awaiting a formal response. Provided a status update to the client to ensure alignment on the current timeline and potential resolution paths.
🔍Technician Findings
urine analyzer having optic sensor failure
⚠️Problem Description
Return with the correct tags to finish the inspection and evaluate the urine analyzer while on-site. https://www.ebiotrack.com/workorder.php?wo=71464
📋
Outbound to +17252934335
Completed Apr 9, 2026
4-9 Mburris set return appt with Monica Ortiz 4-16 10am
📋
Outbound to +17252934335
Completed Feb 6, 2026
2-6 Mburris called and set appt with Monica 2-9
Feb 26, 2026 10:13am
@Michael Russell @Nicholas Willick Did the OEM follow back up on this? Customer reached out for update? "yes. trying to get info on optic sensor failure or exchange with mckesson 120 urine analyzer"
Apr 10, 2026 2:27pm
@Michah Brackett @Michael Burris Hello, this is showing on the follow-up report, please confirm what is needed for the follow-up, I see this is scheduled status
Apr 14, 2026 12:51pm
@Nicholas Willick @Rhea Berry
Hey Team,
After reviewing with the customer the device is fixed, they are wanting someone to come onsite and place the correctly dated stickers to add to the units.
Is it best to close this WO out and open a new WO for the trip to correct the stickers?
📅
WO-01350158 - Virtual Tech - Field Repair - DD: 2/11/2026 - - Las Vegas - Archwell - Rancho
Apr 16, 2026 1:00pm – 4:00pm
Work Order: WO-01350158
Account: ArchWell Health
Customer Case Number:
Location: Archwell - Rancho
Address: 4900 West Craig Rd, Las Vegas, NV 89108
Manufacturer:
Model #:
Serial #:
Contact Name: Monica Ortiz
Contact Phone: 725-293-4335
Contact Email: monica.ortiz@archwellhealth.com
Due Date: 2/1
Timeline
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3
Case Linked Feb 6, 8:28 AM
Case Linked → Work Order Created → Status: Ready for Scheduling