Q-00032063
210/2026 POC confirmed that the parts are on hand and they are ready to schedule. ***Please call ASAP . I am wondering if we can get service scheduled for 2/16 in the afternoon, or any time on 2/23 or 3/2?
Covetrus Account #: 624900
Manufacturer and Model: DRE Teres v400
Serial Number: SMP2739
Please describe the issue you are experiencing: annual service and maintenance ahead of dental month
Customer is going to obtain the PM kit and will have onsite for EMSAR Technician
2/11 KSmith -- Scheduled for 2/23 with Tim. 10am-12pm
2/11 KSmith -- Sent email to schedule for 2/23
2/10 KSmith -- Responded to Tim's email, providing 2/23 as a scheduled date
2/10 KHardison - Chattered Joe Whalen the product info needed to create component.
🔧Work Performed
PERFORMED ANNUAL MAINTENENCE ON UNIT. INSTALLED PM KIT PROVIDED BY CUSTOMER. RAN ALL FUNCTIONS, UNIT WORKING PROPERLY.
🔍Technician Findings
DENTAL UNIT DRE TERES V400 SN SMP2739 INSTALL PM KIT PROVIDED BY CUSTOMER.
⚠️Problem Description
Q-00032063
210/2026 POC confirmed that the parts are on hand and they are ready to schedule. ***Please call ASAP . I am wondering if we can get service scheduled for 2/16 in the afternoon, or any time on 2/23 or 3/2?
Covetrus Account #: 624900
Manufacturer and Model: DRE Teres v400
Serial Number: SMP2739
Please describe the issue you are experiencing: annual service and maintenance ahead of dental month
Customer is going to obtain the PM kit and will have onsite for EMSAR Technician
From: dropship@palmervet.com
To: ksmith@emsar.com
Hey Kourtney,
Thanks for reaching out. Yes, that day should work just fine for us.
Tim Palmer
Palmer Veterinary Clinic
6274 RTE 22
Plattsburgh, NY 12901
Phone: 518-561-1893
Fax: 518-561-2122
On Wed, Feb 11, 2026 at 8:25 AM Kourtney Smith <ksmith@emsar.com <mailto:ksmith@emsar.com> > wrote:
Good Morning Tim,
We received the request for service on your unit.
Would Monday, February 23rd work for the technician to
To: dropship@palmervet.com
CC:
BCC:
Attachment: --none--
Subject: PALMER VETERINARY CLINIC -- Covetrus PM -- WO-01350868
Body:
Good Morning Tim,
We received the request for service on your unit.
Would Monday, February 23rd work for the technician to come onsite and service the unit?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.COM.
WWW.EMSAR.COM
Disclaimer: The disclaimer covers legal notifications for EM
📧
Email:FW: Palmer Vet Dental Unit Service
Completed Feb 10, 2026
From: lwright@emsar.com
To: dropship@palmervet.com
Cc: ksmith@emsar.com
RE: WO-01350868
Hi Tim, Thank you for the update that the parts arrived. I have included your Scheduling Coordinator. I also updated the wo with the notes about dates for scheduling.
Have a great day!
Best Regards,
Lisa Wright
Quoting and Sales Development Specialist
EMSAR, Inc.
Direct 937-303-4337
Dispatch 877-323-6728 for Service Requests
Upcoming Time
Feb 10, 2026 1:40pm
@Joseph Whalen Can you please tell me what product to use for this? DRE Teres v400
Work Order: WO-01350868
Account: COVETRUS
Customer Case Number: 624900
Location: PALMER VETERINARY CLINIC
Address: 6274 State Route 22, Plattsburgh, NY 12901
Manufacturer:
Model #:
Serial #:
Contact Name: Tim Palmer
Contact Phone: (518) 561-1893
Contact Email: dropship@palmervet.com
Due Date: 2/2
Case #00548395 – L2 Review - Healthcare
Status: Closed | Priority: High
Q-00032063
210/2026 POC confirmed that the parts are on hand and they are ready to schedule. ***Please call ASAP . I am wondering if we can get service scheduled for 2/16 in the afternoon, or any time on 2/23 or 3/2?
Covetrus Account #: 624900
Manufacturer and Model: DRE Teres v400
Seria
💬Case Comment
Internal Jan 13, 2026 12:49pm
POC called the Mfg and they told him the kit was available. Customer is going to try an order direct. Once confirmed I can quote Labor and Travel
💬Case Comment
Internal Jan 13, 2026 12:27pm
emailed customer per orders still waiting on vendor set up copied account manager Dylan on message back to customer
💬Case Comment
Internal Dec 23, 2025 4:45pm
followed up with MM Keith via chatter and Teams message. Emailed the customer still waiting on Supplier set up and will quote as soon as I have good information
💬Case Comment
Internal Dec 15, 2025 9:33am
update from Keith F orders I reached out to DRE. I do not see that we've ever had an account with them, so that's the first wrinkle. I also couldn't find this item through other relevant suppliers so I believe we'd need to await account creation before I could reliably add this.
💬Case Comment
Internal Dec 8, 2025 12:23pm
emailed orders for part set up
Timeline
📞
Case Linked Dec 3, 10:35 AM
Case Number:00548395
Subject:L2 Review - Healthcare
Status:Closed
🚨47.0 business days
📋
Work Order Created Feb 10, 1:35 PM
Work Order:WO-01350868
Type:Preventive Maintenance
Priority:PSM
📅
Status: Ready for Scheduling by Kimberly HardisonFeb 10, 1:42 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:7m
👷
▶
2
Technician Assigned Feb 10, 3:28 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From:Ready for Scheduling
To:Assigned
Duration in Previous:1h 45m
🗓️
▶
2
Status: Scheduled Feb 11, 10:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For:2026-02-23T16:00:00.000+0000
⚠️8.0 business days
⏱️
▶
2
2x Labor Added Feb 23, 9:58 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Darek Kirkpatrick
From:Scheduled
To:Tech On Site
Duration in Previous:11d 23h
✔️
Status: Completed by Darek KirkpatrickFeb 23, 11:00 AM
From:Tech On Site
To:Completed
Duration in Previous:1h 0m
⏱️
▶
2
3x Labor Added Feb 23, 3:28 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Darek Kirkpatrick
From:Completed
To:Closed
Duration in Previous:4h 30m
⏳2.0 business days
📄
▶
2
Status: Ready to Bill Feb 24, 11:30 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From:Invoice Pending
To:Invoiced
Duration in Previous:1m
⏳3.1 business days
🧾
Invoice Created Feb 27, 1:11 PM
Invoice Number:SM-254821
Bottlenecks
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business hours
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)