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The autopulse platform (s/n: (b)(4)) was returned for evaluation.Historical complaints were reviewed for service information related to the reported complaint and there was no previous history of related complaints for autopulse sn (b)(4).During visual inspection, broken/cut top cover head restraint wires were noted.Autopulse is a reusable device and was manufactured in 02/11/2010.The damage found is characteristic of normal wear and tear for the life of the device.During archive date review, multiple user advisory (ua) 7 (discrepancy between load1 and load2 too large) were noted (unrelated to the reported complaint).Functional testing could not be performed, since ua 7 error message appeared when the platform was powered on.Load cell characterization test confirmed both load cell modules were defective.In summary, visual inspection confirmed the customer complaint of the top cover head restraint wires were broken/cut.An additional repair and update was completed (unrelated to the reported complaint) to ensure that the autopulse platform is functional without issue.Top and front covers, both load cell modules, belt retainer and wave springs were replaced.The platform passed all final testing criteria.
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