Philips has investigated this complaint.According to the additional information collected, the procedure was completed as planned.The philips field service engineer (fse) inspected the system onsite and confirmed that the wall mounted monitor fell.Analysis of the system log file showed no malfunction.During troubleshooting, the fse found that the monitor was attached to the tip of an arm made by another company, and it fell due to the force applied in the base.The fse also found that the monitor was attached to mavig arm in the wall, which was supposed to be installed in ceiling or ceiling rail.The fse carried out work to remove the wall mounted monitors.Third party pedestal monitor stand and third-party monitor were installed.After that, the system was returned to use in good working order.At the time this complaint was received, philips did not have enough information to exclude a product malfunction with the potential for death or serious injury on recurrence, and as such the complaint was reported.Since that time, new information has been received which has led to the determination that this is scenario is not likely to cause or contribute to death or serious injury if it were to recur.There was no malfunction with the system, as the user installed the monitor incorrectly which resulted in falling of the monitor.Based on the investigation results, philips concluded that the complaint is not reportable.The codes were updated based on the investigation outcome.
|