worst service ever experienced
Anudha Tanzania Daressalaam – the worst service I have experienced in my lifetime (about 40 years experience in an university anaesthesia department in Austria).
After an humanitarian aid visit in the remote hospital in Tanzania in Nov 2022, Anudha Limited was told to perform service on a Glostavent Helix Anaesthesia machine: replace the sieve beds in the oxygen concentrator, replace the watertrap and replace the batteries in a 1000VA Borri-400 UPS. In response to their offer (QUO-32311-Q3P5 dated 23/01/2023), they were additionally requested also to train the anaesthetic nurses, to fix the watertrap in a vertical position and to install 3 batteries in the UPS (instead of 2 as their offer included). 17/02/2023 they serviced on spot saying that the converter in the Borri UPS was defect (so far no proof), requested to install or apparently installed a 750VA UPS and replaced the watertrap without fixation. They forgot to train the anaesthetic nurses and did not change the sieve beds because – as their service report (delivery note 9240) says - they have ordered them (keep in mind that the sieve beds are in stock with Diamedica Glostavent). Ignoring repeated requests by the hospital for prompt repair, Anudha technicians finally changed the sieve beds on September 22nd (report CAS-21460-H9P2) forcing the hospital to use compressed oxygen instead of the oxygen concentrator for about 9 (!!!) months. Note that Diamedica company is proud of announcing minimal costs for oxygen with their anaesthesia systems. Finally, my check of the anaesthesia system on Nov 2nd 2023 resulted in the following: the reserve oxygen tank was misconnected in such a way that oxygen poured out from the tank into air (service technicians apparently did not check whether oxygen is flowing into the Helix), the water trap was not fixed, no result available on an independent check of the delivered oxygen concentration by the oxygen concentrator at various flows, especially at 8 liters/min, apparently they just looked for absence of the yellow warning LED, unsteady flow delivery of both oxygen and air. The 750VA UPS provided power to the Helix and oxygen concentrator for just about 3 minutes. Diamedica now recommends 30 mins of UPS power. Anudha technicians left without giving instructions to the anaesthetic personnel, thus exposing the personnel to a most dangerous situation in case of a (mains) power cut off – no oxygen from the reserve tank and 3 minutes of UPS power left!!!
I am wondering why Diamedica is (still?) relying on Anudha Limited as a service contractor for their products.