Third party vs. OEM for repairs?

Headnote

Be careful of 'unauthorized' repair outfits offering third-rate service

Opting to work with an independent service organization (ISO), otherwise known as a third-party repair service, in lieu of using the original equipment manufacturer (OEM) simply because of the lower initial, and hopefully short-term, expense can be risky.

You're presuming all repairs are equal, all parts are interchangeable and all businesses are completely ethical. Big assumptions. Not all ISOs or OEMs have your best interests in mind; and not all are trying to take the most amount of money from you for the least amount of sendee either.

But choosing an ISO over the OEM represents a big decision that should not be taken lightly or for granted.

How do you choose wisely and with due diligence?

Here are the most important things to consider when choosing a third-party company:

* Reputation or references. Any quality repair company will be able to provide references from facilities they are servicing.

* Facilities. Take site tours and visit their facilities. Go see for yourself if a repair company has the repair capabilities they claim to have. Some might be outsourcing repairs.

* Services. Does the company you're evaluating provide education, process audits or other sendees outside of the billable repair? A quality repair company can and will provide these sendees, often at no additional cost.

* Regional presence. Where is the sales rep located? Is the rep local or will you be on your own to send in equipment and address issues?

* Knowledgeable support. Can your sales rep help solve problems or provide solutions? Do they have access to technical support or technical experts that can assist in providing answers?

* Cost savings plans. This wouldn't necessarily be the lowest price for repairs but think more about a plan. Can they provide ideas and education to reduce damages or suggest equipment and cleaning processes to keep your scopes functioning?

- Jeff Headings, Branch Manager, Flexible Scope Repair Division in Tennessee, Mobile Instrument Service & Repair Inc.

* Do a trial. Your doctors will tell you in a heartbeat if there is an issue.

* Have a list of "musts," such as sending back the broken pieces and images.

* Can they buy original parts?

* Are...