Details of the complaint: on 03/27/19, gary lewis at (b)(6) hospital reported the vital sign telemeter (gz-130pa sn:(b)(6)) failed to communicate with the cns.The cns reported communication loss, and when the device was retrieved, it was hot to the touch.Service requested: warranty exchange.Service performed: the reported device was not returned.3 attempts were made to follow up with the customer, receiving no response.Investigation result: per nkc dhr, the unit has had no history of ncmr, deviation, or capa during manufacturing of the device.The device has not been refurbished and there were no discrepancies or unusual findings before device release that might relate to the reported issue.The transmitter warranty began 12/30/2017 and the issue was reported after over 1 year at the customer facility.Review of device c4c history found one previously reported issue: notification (b)(4) (ticket (b)(4)) reported 03/24/2019 in which the unit was reported to have constant communication loss.This was found to have been caused by customer's it department in upgrading a network in the area.The device was not returned to nka and no nka evaluation could be performed.Due to the lack of customer response, further information is not available and the root cause is undetermined.The customer has not reported further issues with the unit.Review of complaints reported to nka found one additional case in which a gz transmitter was reported to get hot: notification 300178183 (ticket (b)(4)) reported 07/31/2019 at yavapai reg med ctr east.Evaluation of this unit is in progress.The total number of units sold between 2017-2019 for the gz-120 model is 761 and for the gz-130 model is 935.The complaint rate of 2 incidents reported for (b)(4) units is (b)(4).In both cases, there were no injuries or adverse patient events reported.Investigation conclusion: the device was not returned to nka and no nka evaluation could be performed.Due to the lack of customer response, further information is not available and the root cause is undetermined.The customer has not reported further issues with the unit.Additional information: h2.If follow-up, what type? additional information.H6.Event problem and evaluation codes.H10.Additional manufacturer narrative.
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