Failure reported by customer but product is within specs.Device evaluated and alleged failure could not be duplicated.Corrective action: instructed customer to properly position the pt's head.Ensure that the 2 skull pins in the rocker arm are equidistant from the centerline of the head and that all 3 pins are penetrating the skull equally.The angle of the pins should be as close to 90 degrees possible to the pt's skull.Test that the skull clamp ext.Arm is fully engaged in the clamp base.Lock the index knob so that the arrow and "lock" are aligned.Returned product for use and sent user another copy of the instruction manual.Suspected root cause: wrong pinning technique.
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