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Philips received a customer complaint regarding a v60 ventilator malfunction where the device failed to sense any patient volumes.At the time of the event, the device was actively in use on a patient, but no harm to the patient or user was reported.The device was promptly taken out of service, and the customer contacted technical support to report the volume sensing issue.The user encountered no error codes or error messages during the event, and no accessories or third-party devices contributed to the problem.A remote service engineer (rse) performed troubleshooting with the customer and confirmed the issue.Because the device was under contract, the customer requested onsite service.In response, the rse provided the customer with a bench repair document and created a work order to dispatch an authorized service provider (asp) to evaluate and repair the machine onsite.Upon arriving onsite, the asp replicated the reported issue as soon as they powered on the device, observing that the screen failed to show proper data values and instead displayed only asterisks.To troubleshoot, the asp attached a lung testing kit and confirmed that the device was not reading any volume values.The asp then checked all internal tubing and cycled the device's power, but the issue remained unresolved.Ultimately, the asp replaced the blower assembly and the gas delivery subsystem (gds).Following these replacements, the asp performed all required testing according to the v60 service manual and verified that the issue was resolved.The device successfully displayed proper values, passed its test and verification protocols, and was safely returned to service.The need to replace the blower assembly and the gds indicates that the root cause of the malfunction was a faulty blower and a defective gas delivery system.The investigation concludes that no further action is required at this time, and the complaint file will be reopened if any additional information is received.
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