Find us at the office
Brandshofer Deich 10, 20539 Germany, Hamburg
Work Hours
Monday to Friday: 7AM - 7PM
Weekend: 10AM - 5PM
Common questions
Here you will find the most common problems and solutions
Software
Android System
Android - software problems
In the first step, please install the latest SBMSnodus software on the unit. You can find it with description at:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Android - Time and Date settings
The Date / Time is set to automatic according to the factory setting.
To set the Date / Time, please proceed as follows:
Please proceed as follows:
- main menu
- swipe down from the top of the screen with your index finger
- submenu opens
- click on * - System settings open up
- scroll down to [System]
- switch to [Date & Time]
- deactivate all switches
- change settings to Brussels time zone, etc. as desired
- activate switches again (if desired, leave [Automatic date & time] and [Automatic time zone] deactivated).
- Close the Android menu by swiping with four fingers from left to the lower edge of the screen.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Software - unknown error
In the first step, please install the latest SBMSnodus software on the unit. You can find it with description under:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Software - update failed
You could not install the software update.
Please tell us the exact error code and send us a screenshot of the error. To upload your documents, pictures/videos, please use the form provided for this purpose:
We will then contact you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Software - update (Desktop) required
You have requested the desktop version for the device: ultraSBMS24 with the device software SBMSnodus.
The SBMSnodus desktop version is currently receiving a more user-friendly update and is being revised. Therefore we ask for a little patience.
As an aid, however, we can point out on the basis of the wide range of user experiences that the device software enables much more comfortable use. You can increase the comfort even more by connecting a mouse, keyboard and, if necessary, a scanner via a USB hub.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Software - update (Device) required
Please install the latest SBMSnodus software on the unit. You can find it with description under:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Code
Code 1 (Abnormal restart of lower computer)
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Code 4 (Abnormal restart of lower computer)
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Display
Display - frozen screen
Please install the latest SBMSnodus software on the unit. You can find it with description under:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Display - Screen broken/scratched
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Display - Touch gives no reaction
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Display - unknown error
Our service team needs further information about the error.
Please tell us the exact error code and send us a screenshot of the error. To upload your documents, pictures/videos, please use the form provided for this purpose:
We will then contact you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Running results
Runresults - invalid
Please check the correct occupation of the sample slots and the labelling in the software.
Should the problem still exist, please provide us with the following:
- Run logs
- Photo / screen shoot of the temperature settings
- Batch number of the reaction kit used
- Temperature proof of delivery of the reaction kit
we will then check the information as soon as possible and get back to you.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Runresults - not shown any curves
Please check the correct occupation of the sample slots and the labelling in the software.
Should the problem still exist, please provide us with the following:
- Run logs
- Photo / screen shoot of the temperature settings
- Batch number of the reaction kit used
- Temperature proof of delivery of the reaction kit
we will then check the information as soon as possible and get back to you.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Runresults - unknown issues
Please check the correct occupation of the sample slots and the labelling in the software.
Should the problem still exist, please provide us with the following:
- Run logs
- Photo / screen shoot of the temperature settings
- Batch number of the reaction kit used
- Temperature proof of delivery of the reaction kit
we will then check the information as soon as possible and get back to you.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Infrared
Channel detection - lights in compartment out of function
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Abnormal - infrared reading value
Please install the latest SBMSnodus software on the unit. You can find it with description under:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Virus variants
The currently circulating variants of concern (VOC) – Alpha (B.1.1.7), Beta (B1.351), Gamma (P.1), Delta (B.1.617.2) and Omikron (B.1.1.529) – have, according to current knowledge, no effect on the results of sanaGroup’s in vitro diagnostics for the detection of SARS-CoV-2 or COVID-19. This applies to both the rapid tests and the Ultra PCR solutions.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Hardware
Antenna - missing/broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Cable band - broken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Centrifuge
Centrifuge - abnormal function
In the first step, please install the latest SBMSnodus software on the unit. You can find it with description under:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Centrifuge - loud noise
Our service team needs further information.
Please tell us the tubes you are using.
We will then contact you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Centrifuge - incorrect noise
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Centrifuge - no function
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Centrifuge - well holes demaged
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Centrifuge screws loose / lost
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Circuit break - demaged
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Sample Compartment
Compartmentlid - broken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Cover damper missing / broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Sample Compartment - Left magnetic button defective
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Sample Compartment - Magnetic button right defective
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Sample Compartment - Magnetic strip in cover defective/cracked
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Fan
Fan large wobbles
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Fan small left wobbles
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Heating
Heating - can not cool down
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Heating - can not heat up
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Heating - Device is overheated
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Heatingplate scratches
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
LED-Signal
LED signal - light broken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
LED-Signal - Licht unterbrochen
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
LED signal - out of function
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
On function - faild
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Parts inside - loose / rattle
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
PCR Body - scratches
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Power
Power cable - broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Power cable - missing
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Powerplug - broken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Small fan, right wobbles
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Smoke/burning smell - insede device
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Spinwheel
Spinwheel - Magnet broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Spinwheel - Magnet missing
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Spinwheel - missing/broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Spinwheel - sonstiges
Our service team needs further information about the error.
lease tell us the exact error code and send us a screenshot of the error. To upload your documents, pictures/videos, please use the form provided for this purpose:
We will then contact you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Temperature - measurement wrong, "unusual" temperature
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Temperature - out of function
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB
USB - C plug broken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB - Cable broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB - Cable missing
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB - Export failed
In the first step, please install the latest SBMSnodus software on the unit. You can find it with description under:
You will find details on the installation after opening the link.
If the problem persists, please send us a photo or a description of the problem. Please use our upload form:
Our service team will then check the problem and get back to you as soon as possible.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB - Plug borken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB - Stick defekt
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
USB - Stick missing
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Ventilator
Ventilator - broken
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Ventilator - incorrect noise
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Ventilator - out of function
Please send the unit to us (with a declaration of decontamination) so that it can be checked by our technical team. During this check, the unit will be checked in real runs under supervision. We will then inform you immediately of the result of the inspection. If, after our inspection, it is not a warranty case, we will also submit a cost estimate for inspection in order to repair or, if necessary, replace the device.
Please send us photos/videos of the affected part(s)/area(s) of the unit in advance. In addition, please send us the following documents:
- Confirmation of instruction for the device
- proof of purchase
- Protocol of the incoming inspection of the device
and, if available, the contact of the person responsible for medical devices in your company.
Decontamination
Please carry out the appropriate decontamination before sending the unit and confirm this by means of the decontamination declaration supplied with the unit. If this is not available, please request it directly from us or your sales partner.
-> This decontamination declaration must then be enclosed with the outside of the returned unit or sent to us in advance.
-> If this is not the case, the device must be quarantined and decontaminated by our technical laboratory team.
-> In case of incorrect or missing decontamination declarations, the device will be quarantined by our technical laboratory team and decontaminated by us. The costs incurred for this, currently 682 Euro net plus VAT, will be invoiced to you.
For the return of the device, it is necessary to send it back well and safely packed in the original box with all associated documents and materials.
Duration:
Devices that you send to us for testing are generally tested on the working day after arrival at our premises. You will be notified of the results no later than the working day following the test.
Return to:
It is mandatory that devices are marked for return as follows:
MEDsan Biotech GmbH
Device Service - Device Testing
- To be opened by the laboratory only -
Brandshofer Deich 10
20539 Hamburg
-> Please notify the return by e-mail to: devices.service@sanagroup.com stating the serial number of the device.
Interim unit
If you need an interim device, please coordinate the details with our service department. For this purpose, please also send an e-mail to: devices.service@sanagroup.com, stating the serial number of the device.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Application problems
Sample placement
For help with sample placement, you can use our Excel help document. You can find this under:
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Sampling and types
The possible sampling methods depend on the test kit used. Please refer to the manufacturer's information or package insert of the test kit you are using.
For the products manufactured by MEDsan and MEDsan Biotech, you can find the package inserts and manufacturer information here:
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Channel description(s)
The ultraSBMS24 unit has 4 channels. These are FAM/SYBR, VIC/HEX, ROX and CY5. The exact channel assignment and which detection the respective channel provides in the evaluation depends on your test kit used. Information on this can be found in the respective package insert or in the manufacturer's information of the test kit.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Maintenance instructions / maintenance intervals
The ultraSBMS24 is basically maintenance-free when used normally and correctly. If you get unusual noises or results when using the device, please contact our service team by E-mail with a description of the fault/information that is as precise as possible for verification or clarification.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Ct values
The Ct values depend on the test kit used. The Ct value of the ultraSBMS24 is determined automatically according to your presettings in the temperature profile. Make sure that you have entered the correct profile and that the number of cycles and other setting details have been made correctly.
Please refer to the package insert provided by the manufacturer or the manufacturer's instructions and carry out the settings according to the manual.
If you have any further questions about the settings, please contact our service team again directly by e-mail, specifying your question.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Result evaluation and interpretation
The result interpretation and evaluation of your PCR runs depends on the test kit used. Please refer to the package insert or manufacturer's information of the test kit used.
You can also find evaluation examples at:
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
others - see notes
Please describe the error or problem and upload documents, pictures/videos here if necessary.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
other
Our service team needs further information about the error.
Please tell us the exact error code and send us a screenshot of the error. To upload your documents, pictures/videos, please use the form provided for this purpose:
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Manual - missing/broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!
Quickguide - missing/broken
We will send you the corresponding part immediately.
! Wichtiger Hinweis/ Important note !
Für die Rücksendung zum Beispiel zu Servicezwecken ist zwingend immer eine Dekontaminationserklärung von außen sichtbar der Sendung beizulegen. Sendungen ohne vollständige Dekontaminationserkärung können nur verspätet und mit zusätzlichen Kosten bearbeitet werden! / For return shipments for example for service purposes, a decontamination declaration must always be attached to the shipment so that it is visible from the outside. Consignments without a complete decontamination declaration can only be processed with delay and additional costs!