Parts and support
After delivery, registered facilities need clear support channels for parts, faults and hand-over questions. This section explains what support we provide, when to book a technician, and when a parts order is the better route.
Support built around facility use
Our parts and support service is for registered facilities only, including renal units, clinics and hospitals. We do not supply machines or support services to the public. From our base in Kempton Park near OR Tambo, we help facilities across South Africa keep refurbished dialysis machines in service with the correct follow-up after delivery.
Support starts with the machine file that goes out with each unit and continues with technician hand-over at the facility, parts sourcing and practical fault follow-up. We do not give treatment guidance or clinical advice. Our role is machine-related support, documentation and supply coordination so your unit can plan properly around bookings, access and uptime.
What parts support includes
Parts support is there for facilities that need replacement items, service-related components or help identifying what should be ordered for a machine already in use. In many cases the quickest route is to send your machine details and the part description through the contact page so we can match the request to the service history on file where available.
- Help identifying machine-related parts from the service record or unit information.
- Supply of available replacement parts for supported machines.
- Guidance on whether the issue sounds parts-related or whether a technician visit is the better next step.
- Support for facilities planning ahead with spares before a machine is moved, installed or returned to service.
Where a part request is urgent, it helps to include the facility location, the machine reference used on site and a short note on the fault or warning seen by the operator. That saves time and avoids ordering the wrong item first time round.
When to choose a technician hand-over
Technician hand-over is the right option when a machine has just been delivered, relocated or returned after refurbishment and your team needs a practical site hand-over. This is not a training course and it is not clinical instruction. It is a machine-focused visit covering condition on arrival, installation checks, connection points, service history paperwork and basic operating hand-over at facility level.
For sites in Gauteng this can often be arranged with less lead time than outlying areas, while facilities in coastal regions or smaller towns should allow extra time for routing and access. Coastal humidity, freight timing and municipal access rules at larger hospital sites can affect the booking date, so its best to raise hand-over requirements early.
Parts order or technician visit
If you are deciding between ordering parts and booking a technician, the main question is whether the facility already knows what is needed. If the fault has already been identified and the machine can be worked on by the facility's authorised technical side, a parts order may be enough. If the cause is still unclear, a technician hand-over or support visit is often the safer route.
- Choose parts ordering when the required item is known, the machine details are on hand and the facility only needs supply.
- Choose technician support when there is uncertainty about the fault, installation concerns after delivery, or questions around the machine's condition on site.
- Choose both when a machine is being commissioned at a facility and a planned parts pack makes sense alongside hand-over.
This section links to the more detailed pages for technician hand-over and ordering parts, so your unit can follow the route that fits the situation without back-and-forth.
What to have ready before you enquire
A clear enquiry speeds up support and helps us confirm whether the request falls under parts supply, hand-over or general machine follow-up. Facilities do not need to send long reports, but a few practical details matter. If the machine was recently delivered or traded in, mention that as well because it can change the next step.
- Facility name and town.
- Whether you need parts, technician hand-over or both.
- Machine reference used on your site.
- Short description of the issue or the part required.
- Whether the machine is already installed or still awaiting placement.
- Any access limits such as loading bays, booking windows or restricted hospital receiving times.
For sites in Durban, Gqeberha, Cape Town and other coastal areas, storage conditions also matter. If a machine has been held near the coast before installation, mention that in the enquiry because environment can affect the checks done on arrival.
How support works across South Africa
We coordinate from Kempton Park and support registered facilities nationally. Gauteng facilities often have the shortest transport route, especially those near OR Tambo, but we regularly work with facilities further afield as well. Delivery timing, road freight, internal receiving procedures and power cuts can all affect when a machine can be installed or when a technician can get full access on site.
For this reason, our support process is practical rather than vague. We confirm what the facility needs, route the request to the right page in this section and then move from there. If you are comparing options, start with technician hand-over for post-delivery site needs and ordering parts for known replacement items. Use the contact page enquiry form for either route and include enough detail for the first reply to be useful.
What our Dialysis Machine customers say
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Questions we get asked
Do you supply parts and support to the public?
No. We work with registered facilities only, including renal units, clinics and hospitals.
Can you help if we are not sure which part is needed?
Yes. Send the facility details, machine reference and a short description of the issue through the contact page so we can guide you toward parts ordering or technician support.
Is technician hand-over the same as clinical training?
No. Technician hand-over is machine-focused and covers delivery condition, installation-related checks and service history paperwork, not treatment guidance.
Ask about a machine
Send a note through our contact form with your facility, how many machines you need and whether you want to buy, rent or trade in, and our sales team will contact you.
Open the contact form