MEDICA^® EDI 15/30 by ELGA LabWater

"There are two Elga systems in our lab. Our larger 120-unit supplies clinical-grade water to our chemistry analyzers, and our smaller 15-unit serves as a backup and supplies water to our analyzers’ buffer system. The Elgas work great - until they don’t. Our biggest issue is service and support, although the service techs are very good at what they do - it’s just getting in touch with someone and dragging them out here that is difficult. Recently Kunal Kshirsagar has taken over as our Service Engineer, and he has been very helpful and professional in his role. We have no complaints about Kunal’s work, or the work of his predecessor, Eric Black. The communication problems begin and end with Randy Pittman, our service salesman. We have received 3 years worth of parts and supplies from Elga/Veolia and each time we question Randy about this, we never get an answer, so these parts are sitting in a storage room while we keep getting billed for more supplies that aren’t getting used. We have started denying shipment orders in an attempt to prevent the further waste of funds. The real irony here is that despite having so many unnecessary supplies, I recently contacted Randy because our back up unit needed a capsule filter replacement and this was the one part we didn’t have in storage. It has been over 2 weeks at this point, and Randy informed me yesterday that it will be another 2 weeks before we get the part delivered to us. All of this has left an extremely negative impression on our lab. It also doesn’t help that there is a considerable amount of part replacement and maintenance/intervention that has to be done by the client themselves on these units. We have no training or experience with these systems, but if they go down our entire chemistry department goes down, too, so we have no choice - we have to figure it out because patient care is a top priority. Once the Elga systems were installed, we were pretty much abandoned and left to sink or swim. The contract and supply fees are considerable, so the very least this company should be offering is a more efficient and comprehensive service plan. All in all, our experience with Elga/Veolia has been incredibly disappointing."

"Well represented for company"

"Called and had the part fast. good follow up."

"The Medica 30 is easy to use from a customer standpoint. There are only 2 filters that customers can replace. We have a service agreement to have PMs performed 2x per year. Other consumables are replaced at the PMs. The issue I have is the customer service after the sale. My units started alarming nearly 3 weeks ago. I would expect when I call a hotline for an alarming instrument, the company would diagnose the issue, order the parts and arrive to fix the issue in a timely manner. This company diagnosed the probable issue but then expected the customer to order the parts and once the parts were on site, they would come in to install. However, I did not realize they were waiting for me to get that ball rolling. Once I realized they were not ordering the parts and not scheduling anyone to come in to install the parts, I insisted the company order the parts. A few emails passed through the powers that be and as long as I assured them I had a PO to pay for these parts and service calls, they would order the parts and come to install them. That was 13 days after we had our first alarm and call to the company. The parts (RO membranes) arrived 6 days later and the FSE arrived the next day to install them - 20 days since the first alarm. In the meantime, to keep the water at a level that my instruments could use, we replaced the consumer-replaceable filters twice in those 20 days. Typically those filters last 2 months. They are $266 each and there are 2 per change. That is over $1000 in filter changes that might have been avoided if service had just been dispatched when we initially called ."

"Very sturdy and rugged. Have multiple purification technologies to provide you with pure water. Compact size with all modules built in one. Preferred choice for our Diagnostics labs. "

"Compact and cost effective system"