Committed to the critical area of service & support
The HS-UK Service Division is committed to the critical area of maintenance and support. Constantly improving upon the levels of service and repair, we always strive to give you full peace-of-mind.
Please tell me more about HS-UK Service
Why trust any other service provider with your equipment?
The Haag-Streit brand is synonymous with excellence. We aim to deliver this in all aspects of our organisation, from the gold-standard products we deliver, to the post-sales service and support we provide. Our team of Field Service Engineers are supported by an experienced in-house Service Team, based at our Service Division in Harlow, Essex.
This purpose-built facility boasts fully-equipped workshops containing state-of-the-art testing equipment including; specialised manufacturer diagnostic tools and jigs. We hold over £500,000 worth of genuine manufacturer spares in our fully-equipped workshops. In addition, our Field Service Engineers carry with them a full range of spares and diagnostic equipment.
Why do I need a service contract?
At HS-UK we understand how important it is for your clinic or practice to run seamlessly, with no interruption to your service. Whilst we are proud to say that our products are the gold-standard, service issues can still arise, which may lead to your equipment needing to be repaired by an expert.
Trusted service provider
With the demands on NHS and private hospital eye clinics and Opticians ever-increasing, and the need to limit equipment down-time, it is vital that you have a trusted service provider that you can call the minute you identify any performance-issues. We understand that, as well as causing inconvenience to patients, equipment down-time can cost you both time and money.
Gold, Silver or Bronze?
We offer three standard service contracts; Gold, Silver and Bronze. Each service contract is designed to give you full peace-of-mind and the different levels allow you to choose the option which is right for you.
Instruments can be covered by different types of contracts and you can mix and match Gold, Silver and Bronze, down to specific individual equipment items.
Which contract is right for you?
Gold, Silver and Bronze contracts all benefit from our rapid-response to call-outs. Also included in all three standard contracts is full use of our service support helpline and access to our call-centre help desk, where your call will be immediately logged and your service issue dealt with quickly and professionally.
All standard contracts also benefit from an annual service visit. Our Field Service Engineers will visit your premises and undertake a full inspection and service of the equipment covered by your contract.
Our ‘rapid-response’ promise
If you report your equipment as broken down or faulty, you will receive a call from your local Service Engineer arranging a convenient time to visit and repair your instruments. You will receive this response within four hours of you reporting any performance issues.
When you take out an HS-UK service contract you enter into a partnership with us. We aim to give you unparalleled personal service, thus each Field Service Engineer oversees his/her own UK geographical region, meaning that you will see the same Service Engineer every time.
Bespoke contracts available
We can tailor a bespoke contract for you so that it meets your organisation or department’s individual needs. If you have equipment which is not covered, or you would prefer not to be covered by a maintenance contract, we can still help. We will inspect and repair your equipment on an ad-hoc basis, for a one-off charge.
We enjoy going that extra mile…
The HS-UK Service Division goes that extra mile to ensure that you get the best possible service and support.
We offer a variety of pre-sales assistance, including; a free audit of your current equipment and a full site survey to ensure that your equipment is delivered and installed without a hitch. When you purchase equipment from Haag-Streit UK our engineers carry out a full pre-delivery inspection, testing the equipment to reduce the risk of any faults upon delivery.
Flexible payment plans
As well as our standard Gold, Silver and Bronze annual contracts, we offer substantial multi-year discount incentives. We also have a variety of flexible payment options to ensure that our customers can pay in a way which suits them.
Authorised service agents
The HS-UK Service Division is BSI/ISO9001 accredited, as well as having the Medical Device Directive 93/42/EEC Certification and FDA 21 CFR Part 820.
We act as the sole UK authorised service agent for Haag-Streit Diagnos¬tics and Haag-Streit Group companies, such as Haag-Streit Surgical GmbH and Clement Clarke Ophthalmic, as well as manufacturer partners such as; Ellex Medical Lasers and CenterVue. We are also official service agents for Worldwide brands such as; Optovue, Eyecap/Eyesuite and Welch Allyn. All HS-UK Service Engineers are authorised to service equipment from the above manufacturers.
On-going staff development
The HS-UK Service Division is committed to providing on-going development programmes for our Service Engineers to ensure they provide you with the highest level of service. They regularly receive update training from the manufacturers of the products we distribute, as well as in-house training on our own Haag-Streit and Clement Clarke Ophthalmic products.
Additional chargeable services
As well as what is covered by the Gold, Silver and Bronze contract options, we also offer a number of additional chargeable services, including; bespoke installation, IT services, equipment audits, equipment relocation, first-line user maintenance training, PAT testing and a comprehensive out-of hours offering.
We can assemble and install your instruments on a bespoke basis to match your existing furniture and meet your specific needs. We will ensure that all is recalibrated and your equipment is in perfect working order before we leave.
As the need for increased levels of patient data security becomes ever more paramount, our IT Services Dept is on hand to offer advice and assistance with data transfer from local installations to network servers. We offer a choice of options, tailored to suit your individual requirements.
Equipment audits and relocation
Our Engineers are happy to carry out a full equipment inspection and provide a comprehensive report detailing the general condition of equipment and repair or upgrade, where required.
If you need to relocate your equipment then we are here to help that process run as smoothly as possible. We can help you uninstall the equipment, ensure it is assembled efficiently, recalibrate it, and run a complete system check to ensure it is working perfectly in its new location.
We appreciate that you will often work outside of ‘office hours’. If you have an emergency break-down during the evening, over a weekend or on a Bank Holiday, our Engineers are on stand-by, ready to swiftly repair your equipment.