C
USTOMER
SERVICE
Clinical training
Haemonetics employs a staff of Clinical Specialists to provide training for apher-
esis personnel concerning the use of the PCS2 equipment. The local Haemon-
etics representative will schedule staff training upon delivery of PCS2 equipment
and should be contacted to organize further instruction when needed.
Field service
Haemonetics maintains a worldwide network of company-trained service repre-
sentatives responsible for responding to technical needs concerning equipment.
These technical specialists are available to diagnose and repair any malfunctions,
as well as provide routine annual or semi-annual maintenance of the apheresis
equipment, including leakage current tests. If service beyond the routine mainte-
nance and cleaning described in this manual is required, the local Haemonetics
representative should be contacted to provide specific instruction.
Returned Goods
Authorization
system
Haemonetics seeks to provide the apheresis customer with equipment and mate-
rial which respects the highest established standards of quality in design and
manufacturing. If for any reason merchandise must be returned to the company,
the customer should refer to the Haemonetics Returned Goods Authorization
(RGA) system procedure to ensure proper handling and subsequent analysis of
the material.
The customer should contact the local Haemonetics Representative (or the
Haemonetics Customer Service Department) and provide the following informa-
tion:
z
Product list number, lot number and manufacture date.
z
Number of articles to be returned.
z
Description of defect.
z
Number of parcels being shipped.
The Haemonetics Representative may ask for additional details, depending on
the nature of the problem. The customer should be prepared to provide a thor-
ough description of the problem encountered, as well as the product information
listed above.
If a contaminated disposable set must be returned by courier services, the
Haemonetics Representative may provide specific instructions concerning prep-
aration for shipping blood-contaminated products. In addition to the Haemon-
etics guidelines, the consumer should strictly follow the local standard operating
procedure related to the shipment of blood-contaminated materials and thus
minimize any potential health hazards involved.