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Lumenis investigated the reported event by contacting the user facility directly.Attempts by emails and phone calls have been made to obtain; patient treatment settings, patient information and patient photo.No incident form or patient photo has been received in lumenis.The device was installed on (b)(6) 2022 and no pm was performed since then.Lumenis highly recommends an annual pm check in a timely manner to assure continued proper operation of the device.Initiative and payment for that lies on customer's responsibility.There is no allegation of a system malfunction.The customer hasn't responded to lumenis attempts regarding service.It can be understood that the customer refused service.Therefore, device malfunction wasn't the suspected cause of the adverse event.Clinical evaluation wasn't performed, since no incident form or photos were sent to lumenis.While the information received to date does not confirm that a serious injury nor malfunction had occurred, because of the lack of information lumenis is reporting the event in an 'abundance of caution'.Should additional significant information become available, the complaint record will be updated accordingly, and a follow-up medwatch report will be submitted.
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