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Repairs Procedure and Shipping Instructions

Shipping Services

Which service do you choose?  My suggestion is either UPS or Fed Ex for several reasons. First and foremost is the quality tracking services.  You can follow the delivery right to the destination plus have a delivery receipt showing when it was delivered and who signed for it.  USPS offers very good service, but based on past experience, personally, I most comfortable with either UPS or Fed Ex.  

Best practices for shipping a VNG or caloric irrigator

How to Pack Your Difra VNG Device 

We recommend you keep the molded plastic Difra travel case in which your VNG was shipped to you.  This offers the best protection for shipping your VNG. The internal space is tailored to the VNG mask and other components allowing them to well protected during shipping.  I highly recommend putting the mask in the Difra case with any other components we request, then put the Difra travel case in a sturdy cardboard box with shipping padding for the safest, most effective way to ship without damage.

If you cannot locate your Difra travel case, then you will need a sturdy cardboard box large enough to contain the mask and other components.  Wrap the goggles heavily in bubble wrapping, not peanuts. 

With a NysStar II, the binocular mask you need to be certain the molded eye cover is installed and secured.  This helps protect the glass mirror.  You do not want this mirror to get broken since your replacement cost is $1,000.  Wrap the entire mask with bubble wrap. It's best not to skimp on the bubble wrapping to make sure we receive your VNG without further damage.  All of your other components need to be wrapped as well.  Fill in any space in the box with shipping material, securely tape the box shut with shipping tape and now you are ready to ship your device.

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Preventative Maintenance for AirStar and CoolStar caloric irrigators

Annual Preventative Maintenance service for AirStar and CoolStar caloric irrigators

Preventative maintenance is always a good idea for your medical devices and equipment.  Cut down on downtime by planning ahead.  In a previous post, we discussed what recommended maintenance procedures you should perform for your Difra AirStar and CoolStar.  Today, we will discuss recalibration and inspections for the caloric irrigators.

Recalibration for air pressure and temperature accuracy 

Keeping your AirStar irrigator clean or as is the case of the CoolStar, changing the filter monthly plus adding clean, distilled water to the jar helps to minimize problems.  However, annually, it is suggested to have your AirStar or CoolStar to be recalibrated for correct air pressure and accurate water temperature.

This is not something that can be completed by your team. You will need to send your caloric unit to us for this service. Our expert technicians will visually inspect your caloric irrigator, then perform a complete recalibration, including a computer print-out of the results that will be sent to you for your records.  It is very important to make sure the air pressure and temperatures are set to the manufacturer's specifications for testing accuracy as well as patient comfort.

Full system inspection

Prior to the recalibration, the technicians will inspect your caloric irrigator for any loose or frayed cables, control panel function, look for any error messages, loose components, or anything else not to manufacturer specifications.  If any area is found to be substandard, we will contact you with an estimated cost to complete those repairs, then the recalibration will be completed.

Loaner AirStar or CoolStar's may be available

Secure Health, Inc. may have a loaner irrigator for you to use while your device is being serviced.  This is based on the availability of our loaner irrigators.  Inquire when scheduling your caloric irrigator for service to the availability of a loaner.  If one is not available, we will schedule your work when a loaner is available.  

There is a charge for us to ship the loaner to you since it involves shipping to you two times and back to us two times.  We ship our loaner using a very durable "pelican" case to make sure our device and yours are secure and damage-free upon arrival at each destination.  For the return shipments, we send you a UPS label to affix to the outside of the pelican case.  

You simply remove our loaner caloric irrigator from the pelican case then place yours into the case exactly in the same position as you received the loaner. You will need to call UPS for a pick-up or have someone drop off the pelican case and irrigator at a UPS facility.

If you choose not to use our loaner, we will ask you to contact us prior to shipping your caloric irrigator to us.  When you call, we will issue you a Repair Order (RO) number.  Please make sure the RO number is on the UPS label or on the exterior of the shipping box. 

We also ask that you pack the irrigator in a sturdy box with plenty of packing material, including around the otoscope handle, to make sure it arrives in good shape, with no damage.  (The otoscope handle houses the thermostat and heating element)

It is your responsibility to make sure it is packaged appropriately and it arrives undamaged.  Any damages caused to your irrigator are at your expense.

Don't forget the speculum tips and CoolStar water filter

While we have your irrigator, you might as well order new speculum tips and if you have the CoolStar, order some spare water filters.  The speculum tips come in two sizes, the green ones are 2.5m and our blue tips are 4.0m.  By far, the green is the most preferred.  The tips have the twist-lock feature specifically made for your AirStar or CoolStar irrigator.

Each comes in a package of 100, minimum order of 100 per size.  Both sizes are priced at $18.95 per package of 100.  For the CoolStar filter, they are 3 to a pack at a price of $32.95 per pack.

Call or email us to schedule your AirStar or CoolStar for recalibration and inspection

Manage and reduce your downtime by ensuring your Difra AirStar or CoolStar are at peak performance and efficiency for your patient's comfort and test accuracy.  Give us a call or email us for pricing, scheduling then issue you your RO.

Call us at 260.804.4041 or email to [email protected]

Dan Scherer

Secure Health, Inc.



Note: prices are subject to change without notice

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