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The customer reported a complaint that "the autopulse platform sn (b)(4) displayed user advisory (ua) 07 (discrepancy between load 1 and load 2 too large) upon powering on when there is no weight on the platform" was confirmed during the functional testing.The root cause of the ua07 was due to failed load cell(s), likely attributed to the age of the platform, failed component(s), or mishandling such as a drop.The autopulse platform was manufactured in 2011 and is 11 years old, well past the expected serviceable life of 5 years.Upon visual inspection, unrelated to the reported complaint, observed a hole on the load plate cover that affected the watertight seal, and one of the head restraints on the top cover was missing.The head restraint wire could have been cut to free the patient from the platform, or the user could have been lifting the platform by holding the head restraints.Missing head restraints do not render the autopulse platform non-functional.The root cause of the observed physical damages is likely attributed to user mishandling.The load plate cover and top cover need to be replaced to address the observed physical damages.The archive data indicated several ua07 on the reported event date, thus, confirming the customer's reported complaint.The autopulse platform failed functional testing due to ua07 displayed upon powering on and failed load cell characterization test due to failed load cell(s), thus, confirming the customer's reported complaint.The load cell(s) needs to be replaced to address the ua07.Zoll is awaiting customer approval for service repair.Historical complaints were reviewed for service information related to the reported complaint, and there was no previous history of complaints reported for the autopulse platform with sn (b)(4).
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