Document what you are sending us, outlining any specific problems you have experienced with each item
Pack them securely in one of our special purpose transport cases, or an alternative protective packaging
Send the items VIA courier or contact us to have the items collected on your behalf.
Don’t worry, we only utilise reputable carriers, premium service and hold marine transit insurance to ensure piece of mind.
How long will it take for our instruments to be repaired?
Our Standard turnaround time is 10 working days
We also offer a priority turnaround service for time critical repairs
What do I do if I'm not satisfied with my repairs?
We stand by the quality of our repair, if for any reason you are unhappy please contact us immediately, please return the item and let us know the issue and service report number from the original repair, we will immediately assess and identify a suitable corrective action, all items repaired under warranty will be returned free of charge, including freight. We provide our warranty against parts and workmanship.
How will my orders be shipped back?
We offer complimentary transport cases available in 5 different sizes, whether it is a single scope, or 5 major orthopaedic trays, we have a shipping solution to ensure the safe cartage of your goods. We utilise same day and overnight premium services.
Can you repair any manufacturer's instruments?
Certainly, our technicians are trained across many facets of surgical instrumentation and manufacturers goods. Did you know we also have an R&D team dedicated to continual process improvement? We lead the way.
How often is it recommended to service my instruments?
Power tools: Most manufacturers recommend power tools are preventatively maintained every 12 months.
Surgical Instruments: This is a very difficult question to answer, at TIE we offer tray based analysis to determine the correct servicing cycles for your facility. For example your orthopaedic trays may be high turnover and undertake many revisions per week, this is hard on instrumentation and items may need to be checked every 6 months, however you may have a vascular tray which is infrequently used by a very fastidious surgeon, this may only need to be checked and maintained every 48 months. We understand that all sites are different and we work with you to ensure you do NOT over service your equipment.
Can you colour code and what colours do you provide?
Yes we can, we currently offer standard coding of handles and general instruments. Standard colours include, green, white, blue, black, yellow, orange and red.
Can you repair Clipper Blades? (Podiatry Clippers)
We certainly do, our technicians are trained in restoring your items to original working condition. We are NOT the traditional ‘man in a van’, we are specialists in medical devices and that is all we do.
I would prefer to know the cost of the repairs before they are done. Is this possible?
Yes, many of our customers get their work quoted prior to us starting repairs, we send you an itemised, detailed assessment including pricing for your consideration. When you are ready to proceed please provide us with a P.O number if required and we will process the items immediately. We will not start repairing the items without your prior consent.
What if one of my instruments is not repairable?
If we find your instrument is unsuitable for repair, we mark it as decommissioned and recommend you contact the OEM for a replacement instrument. We do not supply new instruments, we specialise in post sale support, we leave supply to the experts!
Does TIE provide loaners?
No we do not, loan equipment is an expensive outlay and quickly obsolete. In order to remain cost competitive and focus on the quality of service we focus on returning all equipment back to the facility in a much shorter timeframe then the OEM’s.
If my instrument is tagged non-repairable from another vendor will you look at it?
Most certainly, a lot of other vendors are just interested in selling new products instead of saving hospitals money and repairing their broken instruments. This is what we specialise in and where we can save you a lot of time and money.
What paperwork do I need to send?
We require at least a document stating where the instruments are from and would like to know how many instruments were sent, if you do not have an account contact us for a new customer information pack.
What information do you need?
Let us know any specific information about the job, like if you need a quotation, are the instruments urgent, your contact details if we have any further questions and of course what you would like done to each item.
Where does TIE obtain replacement parts?
We source from only the best OEM’s in Germany, Italy, Spain, France, England and the USA. We utilise BRAND NEW components in our repairs, we do not harvest parts from old items and pass them off as new.
How long has TIE been in business?
TIE is a family owned and operated company celebrating its 30 year anniversary in 2017. We are so proud of our achievements and have an army of healthcare professionals who would not rely on anybody else. Thank you for your support, if you are new to the TIE family welcome aboard, we will not disappoint.
How does TIE compare to the OEMs?
Very well!! In fact we work with many OEM’s to provide solutions nation wide. OEM’s provide a brilliant product but do not provide an adequate support service in many cases. TIE’s sole focus is post sales support of this equipment ensuring it functions safely and reliably.
Is TIE ISO certified?
Yes, we are currently certified to ISO9001 for the design, manufacture, modification, repair and management of surgical instruments and apparatus.
Why should I use TIE for my equipment / instrument repairs?
We are dedicated to high quality outcomes, and we hate being beaten, we will deliver on our promises and under no circumstances sacrifice on quality.
Does TIE offer in-service programs? What about preventive maintenance inspections?
Yes we most certainly do, our management programs include all inclusive packages of staff training, preventative maintenance and asset tracking capabilities. Contact us to tailor a solution for you today.
What is your warranty coverage?
Our warranty covers all repairs for defects against parts and workmanship for a period of 90 days.
If we perform an instrument refurbishment utilising new jaw assemblies, we warrant for defects against parts and workmanship for a period 12 months.
Can you provide detailed instrument tracking?
Yes, TIE has been developing customised instrument tracking systems since 1992. Our management programs offer complete traceability and accountability on expenditure for all reusable surgical instrumentation and in compatible with all major sterilisation tracking systems.
What brands of power equipment do you repair?
We repair all common makes and models in Australia including Stryker, Halls, ConMed Linvatec, Smith & Nephew just to name a few.
What types of equipment do you service?
We service all mechanical instrumentation including specialty items, urology, vascular, cardiac, ophthalmic and neuro.
We service Power tools, Rigid & flexible endoscopes, navigation fixtures and clamping attachments.
Is there any charge for initial evaluation, or for providing an estimate for repair?
We do not charge to assess your instruments, if you decide you would like an item returned unrepaired we will send it back with your next case of repaired items.
How does your repair warranty compare to that of the original manufacturer?
Our repair warranty is in many cases the same as a repair warranty offered by the manufacturer. Our technicians are trained to assess service history and identify any areas of process improvement. Being a local company we can implement and improve processes much faster than a cumbersome multinational.
Will a repair performed by TIE void the manufacturer’s new product warranty?
If your instrument is covered and will be replaced by the OEM under warranty, then we whole heartedly recommend you contact them immediately. If however, your manufacturer suggest the item is unrepairable, or they wish to charge you then the fault they have identified is not covered under warranty and TIE can repair on your behalf for a fraction of the cost.
Do you provide service reports?
Yes, all items are returned with detailed account and pricing of the services provided.
Do you maintain a repair history on serviced equipment?
Yes, we individually log each and every instrument into our database, we track manufacturer, model, lot number, serial number, hospital tracking number… heck, if your instrument has 1963 marked on it we will track that!!!
Is there a minimum order for repairs?
No, we are happy and willing to repair a single pair of scissors or a job of 286 repair items (we do however encourage hospitals not to wait until the have 286 items for repair).
Can I request to have my orders shipped back with Expedited Services?
Yes certainly, if our overnight service is not suitable then we have access to “Next Flight Services” we are located only 15 minutes from Gold Coast Airport and can have your package on route ASAP, naturally this service will have a higher cost associated with it. Otherwise we ship Overnight Premium or same day local for a small cost.