Below are some answers to questions you may have about the changes to our service offerings which took effect on 24th October 2024. If you have a question that isn’t listed below, please contact the VetQuip team or speak to your Provet Business Account Manager.
I have heard that Provet is shutting down their Instruments & Equipment business – VetQuip. What happens to my support now?
Provet is not shutting down our VetQuip business. We will continue to range both veterinary instruments and equipment, and will have a refined product list available in November 2024, should you need to purchase new instruments or equipment.
From 24 October 2024, we are referring customers over to an external third-party provider, who will be able to continue to service and repair selected equipment and machines.
We have retained employees to provide technical support to our customers for any product enquiries or to assist in determining what level of support or service you may require.
Who is the external third-party provider? Do they have experience servicing these products?
U-Tech Medical Pty Ltd is the new service provider. They have extensive experience in the healthcare industry.
Will the third-party provider be able to support us in this region? If not, then who?
The third-party provider has an in-field service team and can service across all of Australia. If they are unable to service the area, we would recommend seeking alternate service providers who may be available in your specific area.
I have a broken machine that is outside of warranty, can you still help?
From 24 October 2024, we will help diagnose the issue and if repair is required we will refer our customers to U-Tech Medical, who will be able to provide service and repair of your equipment. Please call our team or fill out the online form on our Repairs page.
I have a broken machine that is still within warranty, can you help?
Our Equipment Support Specialists will be available to support any customer warranty enquiries to determine what level of support or service is required. Please call our team or fill out the online form on our Repairs page.
If a warranty claim via repair or service is required, we will refer the warranty job case to U-Tech Medical who will provide both field service and back-to-bench servicing. Provet will cover the cost of any legitimate warranty claim.
My machine is still waiting for repair – will you be completing this job?
Yes, our aim is to have all agreed and approved service jobs completed by 31st October 2024.
I have a clinic that needs new equipment or instruments. Who do I speak with?
VetQuip and Provet have 2 Technical Sales Specialists and a Customer Service team who will be able to support you with your requirements. We are also taking this opportunity to upskill our Business Account Managers to be able to support any of our customers with the sale of veterinary instruments and equipment.
My equipment is due for a service, when are you planning on visiting us?
Vetquip will no longer have a team of in-field service technicians and will therefore not be visiting sites from the 24th of October onwards. U-Tech Medical has an in-field service team and can service practices across all of Australia. We recommend contacting U-Tech Medical directly via their website to set up future service requirements. Pricing will be dependent on the location and requirements.
Will you still have people out in the field to do onsite visits for service and repairs?
VetQuip will no longer have a team of specialists and in-field service technicians. However, U-Tech Medical has an in-field service team and can service practices across all of Australia. Pricing will be dependent on the location and requirements.
Will you still have loan equipment?
No, U-Tech Medical will not be providing loan units. Vetquip will also no longer maintain a fleet of loan units from 24th October 2024.
What will I do with the loan equipment I have now? Do you need it back if I haven’t accepted the quote?
Yes, please return your loan unit to Provet / VetQuip as soon as possible.
If there is an issue with the repair completed by U-Tech Medical, who do I call to raise the issue?
You would need to raise this issue with U-Tech Medical for resolution.
VetQuip have only just installed my equipment. Who do I contact if I have an issue?
Please contact us directly and an Equipment Support Specialist will try to troubleshoot and assist over the phone.
Will Provet/VetQuip or U-Tech Medical still offer a trade-in option if the cost of repair is more than a new replacement?
U-Tech Medical will not offer a trade-in price. However, they will advise Provet who will contact you with a replacement quote.
Will repairs and services be available on products that are no longer in Provet/VetQuip’s available product portfolio?
VetQuip will no longer provide any equipment repairs or servicing. Depending on the age and type of your equipment, our Equipment Support Specialists will be able to provide you with guidance if U-Tech Medical will be able to provide you with the required repair or service. Please call our team or fill out the online form on our Repairs page.
Who is U-Tech Medical?
U-Tech Medical are Biomedical Equipment Specialists, who supply, install and service biomedical equipment solutions for customers throughout Australia. They were established by John Youssef in 1993 with clients including medical centres, hospitals, dental & physiotherapy clinics, ambulance services, the department of defence, medical equipment suppliers, veterinary clinics and large medical healthcare organisations.
U-Tech Medical has a team of dedicated, trained professionals from a diverse array of combined experience with hundreds of years of combined experience in biomedical healthcare sectors, including the veterinary sector.
U-Tech Medical hold ISO 9001:2015 Quality Management Certification that is a process to provide consistent reliable quality service, with strong feedback and continual improvement processes. U-Tech Medical must pass an on-site Annual Certification inspection and audit by an independently registered certifying agency to maintain their ISO Certification.
To learn more, visit the U-Tech Medical website.