Mainline’s Industry-Leading Support Service

05 Oct 2023

Did you know, we don’t just sell the highest quality ophthalmic equipment in the UK, we also service, repair, install and maintain it, too? At Mainline, we believe that great service extends well beyond the initial sale. That’s why we offer the most extensive support service in the business.   We have a team of seasoned engineers, all of whom share years of experience in the industry and are ready to support you with a wide variety of issues.  We’ll be going into a little more detail about our support service in this blog, but if you’ve got any questions about your ophthalmic equipment (whether Mainline stock it or not), you need help sourcing replacement parts, or you’ve got a question (any question at all!), don’t hesitate to get in touch with our friendly support team by emailing us directly: [email protected]. We’re here to help, no matter how small the enquiry.  Here’s some examples of support projects we often work on:  

Repairs 

Many of the machines that Mainline stock go years without needing repairs, but from time to time, things go wrong, and it’s our job to get you back operational as quickly as possible.  We believe that you should have access to support at all times, and shouldn’t ever put repairs off because of costs. That’s why we’ll never charge you for a quote.  When you contact our support team, we’ll provide a fully transparent quote free of charge, detailing what we can do, how much it will cost and when the work will be completed. We’ll also be honest if we can’t help, but will always point you in the right direction of where you can find help. One of the principles that Mainline was founded on was that we help anyone, no matter the circumstances, to the best of our ability. If we can’t help, we’ll make sure you know where you can find help.  So, whether you need help repairing anything from a trial frame to an OCT, we’re here to help, no matter the brand, no matter the tech, we’re always happy to have a look and let you know whether we support.   

Calibration

Calibration is an essential part of our support service, and is something that’s an incredibly important element in providing the best possible service to your patients (we all know what happens if we don’t get pressure readings correct!).  That’s why we recommend, on average, having your tonometers calibrated at least once per year to ensure that you’re receiving the most accurate pressure readings possible. As part of this service, we perform calibrations on submitters for CE marking, meaning that you can rest easy knowing that the facility you’re providing is correct before you give it to the patient.  If you’re looking to partner with the NHS, we can perform a comprehensive shop check. We’ll go through your machines, conduct visual checks, and make sure they’re properly calibrated.  So, whether you’d prefer us to come to you, or you’d like to send us your machines for recalibration, we can accommodate.   

Installation

We can visit any practice and help with install – if you buy from us you can be confident all of your equipment is professionally installed and is fully calibrated, ready to go right out of the box. Not a mainline customer? No trouble. Give us a shout and we can come out to help you with any ophthalmic equipment installation. Let us know what you’ll be installing or send us some pictures and we’ll advise you (free of charge) whether we can support or not.  Remember: installation doesn’t stop at hardware! Modern equipment often requires a fair amount of software installation, too. During the install, our engineers will ensure that your new instruments are connected to your existing systems and internet, and will conduct any software updates. With our installation service, there’s nothing you need to do; we’ll sort everything!  

General Support 

For anything we’ve not listed, you may need our general support.  As mentioned, it’s our mission to provide the best possible support, both to Mainline customers and otherwise. We act as advisors; people often come to us for information, and we’re always happy to help.  It’s our goal to deliver a personalised experience, so whether you’re after a specific replacement part for your OCT, or you just want to have a conversation about ophthalmic instruments, you can either give us a call or shoot us an email. We’ll always go above and beyond to point you in the right direction of any and all replacement parts.  When you get in touch with Mainline, you’ll talk to a human, every time. Here’s our details, make a note should you ever need them: +44 (0)121 458 6800 [email protected] There’s no cost involved, it’s our pleasure to provide advice. We’ll always be fully transparent. If you need repairs and will incur a cost, then we’ll make sure that you know well in advance so there’s no nasty surprises.  We’re the go-to advisors for optometrists and ophthalmologists across the UK. If you need anything at all, don’t hesitate to get in touch. 

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