Support & Services
The day an instrument is switched on is the start of our commitment, not the end of it. CUMEDIX installs, commissions and calibrates every unit we supply, trains the people who will use it, and keeps it working through scheduled maintenance, genuine spare parts and engineers who answer the phone — anywhere in Nepal.
What We Provide
Included with equipment supplied by CUMEDIX, and available as standalone contracts for instruments you already own.
Our engineers uncrate, assemble, level and align the equipment on site, then run a documented commissioning check before anyone signs it off. Power, table height and instrument spacing are set for the room you actually have.
Hands-on operator training for every person who will use the instrument — optometrists, technicians and support staff — run on your own equipment in your own room, not on a slide deck.
Scheduled preventive maintenance keeps optics clean, mechanics true and readings trustworthy. We hold the service history for every instrument we install, so nothing is guessed at during a visit.
A service desk staffed by people who know the equipment. Most faults are diagnosed over the phone; the rest are booked for a site visit with the right part already on the van.
From Delivery to Daily Use
Four stages, one project team, and a written record at the end of each one.
Delivery scheduled around your clinic hours, with packaging inspected and serial numbers recorded against your order before the crate is opened.
Assembly, positioning, power connection, alignment and calibration — followed by a commissioning check the engineer signs and leaves with you.
Operator training on the installed instrument for every user, covering routine measurement, daily checks and the mistakes that cause avoidable service calls.
A check-in call once the instrument has been in clinical use, then the maintenance schedule, warranty cover and a service desk you can reach directly.
After-Sales Commitment
An instrument that is waiting for a part is an instrument that is not seeing patients. Our service model is built around that single fact.
Equipment failures rarely arrive at a convenient moment. A tonometer that drifts on a busy clinic morning, an edger that stops mid-job with a lab full of prescriptions, a slit lamp bulb that goes on the day of an outreach camp — these are the calls we plan for. Spare parts for the instruments we supply are held in Kathmandu rather than ordered from abroad after the fault is reported, and our engineers cover the districts we sell into.
Where a repair will take longer than a day, we say so at the point of diagnosis rather than at the end of the week, and we look at a loan unit so your clinic list survives the wait.
Service Request
Tell us the instrument and the fault. A service coordinator replies within one working day with a diagnosis, a visit date or a parts quotation.
Frequently Asked
If your question is not here, the service desk will answer it directly.
Yes. Every instrument we supply is installed, aligned and commissioned by our own engineers, and operator training is included in the price. You receive a written commissioning report at handover.
Installation is scheduled with your clinic so the room is out of use for as little time as possible.
Every service request is acknowledged within one working day with a named engineer. Many faults are resolved on that first call; where a site visit is needed, we confirm a date at the same time rather than leaving it open.
Response times for clinics outside the Kathmandu Valley depend on travel, and we tell you the realistic date up front.
Often, yes. We take on maintenance and repair for many instruments we did not originally supply, provided we can obtain genuine parts for that model. Send us the make, model and serial number and we will tell you honestly whether we can support it.
Most diagnostic and refraction instruments are on an annual preventive maintenance visit. High-use equipment — lens edgers, surgical systems and instruments in busy outreach programmes — is usually better on a six-monthly schedule.
We propose the interval at handover based on how hard the instrument will actually be worked, and remind you when a visit is due.
Consumables and common spares for the equipment we supply are held in Kathmandu, so routine repairs do not wait on an import. Less common assemblies are ordered from the manufacturer, and we give you the expected lead time when the fault is diagnosed — not weeks later.
Yes. Refresher and new-starter training can be booked at any time, either as a standalone visit or alongside a scheduled maintenance call, which is usually the cheaper option.
Raise a service request and select Operator Training.
Give us the instrument, the serial number and what it is doing wrong. We will come back within one working day with a diagnosis, a visit date or a parts quotation — whichever gets your clinic running again fastest.