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Carlton Care Equipment Repair Process
Carlton’s seven-step equipment repair process has been developed and perfected over more than ten years. A comprehensive knowledge base is the core of our process and serves as a foundation for everything we do. At Carlton, your equipment arrives on time, working–and looking–right.
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1. Equipment Receipt
Equipment received at the loading dock is carefully unpacked. Each item is entered into a real-time internet-based Customer Center database by manufacturer's serial number, establishing a "case" which enables Carlton—and our customers—to track each item through every stage of the repair process.
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2. Entitlement
Service entitlement is identified based on warranty and repair plan, eliminating potential delays. The problem reported by the customer is entered into the Customer Center database and possible part requirements identified and documented in advance by experienced Carlton schedule planners.
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3. Cosmetics
A dedicated specialist thoroughly cleans every piece of equipment to remove dirt, finger marks and more. In keeping with Carlton’s commitment to both the environment and the health of its employees, only ecologically sound, natural solvent products are used in the cleaning process.
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4. Repair & Diagnostics
An assigned Technician checks item for wear and replaces plastics, displays, keypads as needed; then tests functions using state-of-the-art diagnostic software, repairing as necessary. Each unit undergoes PCB Hot Air Rework and the main board is reflowed to correct any possible cold or corroded solder joint issues.
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5. Preventive Maintenance
Regardless of the reported problem, a Carlton Technician carries out five-point preventive maintenance inspection on every unit, checking and securing the most vulnerable connection points, including the scanner, display, keypad, and trigger. All repairs and part replacements are documented on the Customer Center database.
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6. Configuration & Quality Control
To assure fail-safe operation on-the-job, every piece of equipment is then re-tested by an assigned Quality Control Technician. (If the hardware is under contract, the unit is configured to customer specifications.) All operational functions on the unit are assessed and documented before it is declared ready to be shipped.
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7. Equipment Shipping
Equipment is carefully enclosed in clear plastic along with a printed Customer Service Report of repairs undertaken at Carlton. Custom foam protective packaging assures safe transit. An automatic notification email is sent to every customer, including shipment tracking information.
Questions?
Call 877.595.2700
or email us.