August 1, 2018

Why did TSO3 change its relationship with Getinge?

TSO3 changed its relationship with Getinge in order to increase the rate of product adoption for its industry leading STERIZONE® technology and to provide outstanding customer service to all STERIZONE® customers. Read More.

How does the $20 million financing round play in to this change?

The recently announced financing round enables TSO3 to repurchase Getinge’s remaining inventory and to expand TSO3’s independent commercialization capabilities.

What is TSO3’s future relationship with Getinge?

The new, restructured relationship plays to the strengths of both parties. The parties have agreed that customers in the United States and Canada that have purchased a STERIZONE® VP4 Sterilizer from Getinge as well as customers that have ordered a STERIZONE® VP4 Sterilizer from Getinge that have yet to be installed, will be transferred to TSO3. Moving forward, TSO3 will provide direct customer support for all STERIZONE® products and services, including installation, ordering of consumables, warranty work, maintenance, and clinical support.

It is important to both TSO3 and Getinge that the customer experience no disruption as a result of the new TSO3/Getinge relationship. Both companies will work closely together to ensure that all customers receive outstanding customer support. The complete transition of all customers is expected to be completed by September 30, 2018.

If you have questions about the change in the TSO3/Getinge relationship, we have set up a special hotline number that you can call:

HOTLINE NUMBER: (USA) 888-293-0275
from 8 am – 5 pm Eastern Time, Monday to Friday.

Will there be an ongoing relationship between TSO3 and Getinge?

We anticipate that TSO3 and Getinge may work together in the future to close targeted, new business in North America on a non-exclusive basis. The companies maintain a strong, positive, professional relationship.

How will existing STERIZONE® customers be affected?

All existing customers have already had some direct relationship with TSO3 field personnel. This includes TSO3 clinical specialists and TSO3 field service engineers. Customers should expect to see an increased interaction with these professionals. In addition, over the next two months, customers will see a transition from their current Getinge sales consultant to their new TSO3 sales specialist. Letters will be sent to each customer with all of the new contact information.

If you have questions about the change in the TSO3/Getinge relationship, there is a special hotline number that you can call:

HOTLINE NUMBER: (USA) 888-293-0275
from 8 am – 5 pm Eastern Time, Monday to Friday.

If you are an existing STERIZONE® customer, to request service, or order training, consumables or accessories, please use the numbers in the chart below.

Who did you buy your STERIZONE® VP4 Sterilizer from?
Where are you located?
When do you need to request service, or order training, consumables or accessories?
What number should you call?
TSO3
US
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
TSO3
Canada
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
US
Until you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
Or
Getinge Technical Service
T 905-629-8777
Toll-Free: (USA) 800-950-9912
Getinge Customer Service
T 905 629-8777
Toll-Free: (USA) 800-950-9912
Getinge
US
After you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
Getinge
Canada
Until you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Or
Getinge Technical Service
T 905-629-8777
Toll-Free: 800-387-3341
Getinge Customer Service
T 905 629-8777
Toll-Free: 800-387-3341
customer.care@getinge.com
Getinge
Canada
After you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
Europe
On or after August 1, 2018
Contact your local Getinge affiliate.Contact your local Getinge affiliate.

What are TSO3’s capabilities?

TSO3’s experienced and capable team of sales, technical, and clinical support specialists have been providing customers that purchased a STERIZONE® VP4 Sterilizer from Getinge with outstanding support since the launch of the STERIZONE® VP4 Sterilizer. All existing customers have already had some direct relationship with TSO3 field personnel. This includes TSO3 clinical specialists and TSO3 field service engineers. This support was in addition to Getinge’s efforts.

The transfer of all customer support activities are expected to be completed by September 30, 2018, if you purchased a sterilizer from Getinge in the United States or Canada, TSO3 will be providing all services directly, including installation, clinical training, warranty support, repair services, and consumables order fulfillment. The TSO3 team will continue to support customers in the same manner that they have come to expect since their purchase of the STERIZONE® VP4 Sterilizer.

To identify your new Account Manager or your Field Technical Service Specialist please contact:

TSO3 Customer Service
Toll-Free: (USA) 888-710-6832 24 hours per day.
Toll-Free: (CAN) 866-715-0003 from 8 am – 5 pm Eastern Time, Monday to Friday.
Email: sales@tso3.com

If you purchased a sterilizer from Getinge in Europe, please contact your local Getinge affiliate to discuss your service and support options.

Who should customers contact if they purchased a STERIZONE® VP4 Sterilizer from Getinge and are in the process of ordering additional sterilizers?

Please contact TSO3 at:
TSO3 Customer Service
Toll-Free: (USA) 888-710-6832 24 hours per day.
Toll-Free: (CAN) 866-715-0003 from 8 am – 5 pm Eastern Time, Monday to Friday.
Email: sales@tso3.com

Be sure to ask about our customer loyalty program and other promotions that may be available.

Who should customers contact that want to place an order for a new STERIZONE® VP4 Sterilizer?

Beginning August 1, 2018, all customers in the United States and Canada that wish to place an order for a new STERIZONE® VP4 Sterilizer should contact TSO3:

TSO3 Customer Service
Toll-Free: (USA) 888-710-6832 24 hours per day.
Toll-Free: (CAN) 866-715-0003 from 8 am – 5 pm Eastern Time, Monday to Friday.
Email: sales@tso3.com

For new orders for STERIZONE® VP4 Sterilizers in Europe, please contact your local Getinge affiliate. No new orders for sterilizers are being accepted in Europe at this time.

What options do STERIZONE® customers have for clinical training?

TSO3 has always been the direct provider for all clinical training for STERIZONE® customers. This includes multi-day, in-person training upon installation, as well as super user training at either of TSO3’s facilities in Quebec, Canada or Myrtle Beach, South Carolina, and retraining for new staff upon request.

If you need to schedule clinical training, please use the appropriate number in the chart below.

Who did you buy your STERIZONE® VP4 Sterilizer from?
Where are you located?
When do you need to schedule clinical training?
What number should you call?
TSO3 or Getinge
US
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
TSO3 or Getinge
Canada
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
Europe
On or after August 1, 2018
Contact your local Getinge affiliate.

Who will provide service to existing STERIZONE® customers?

If you purchased a STERIZONE® VP4 Sterilizer from TSO3, TSO3 will continue to provide you with all service, as we have in the past.

Beginning immediately, Getinge will start the transition of service from Getinge-supplied support to that of TSO3-supplied support. The complete transition of service will be completed on or before September 30, 2018. TSO3 will provide all service to customers that purchased a STERIZONE® VP4 Sterilizer from Getinge in the United States and Canada. This includes installation, warranty repairs, maintenance, repairs, and clinical in-servicing.

For TSO3 service calls, you can expect:

  • 4 hour telephone call response
  • 24 hour on-site response time
  • 24/7 support, 365 days per year

For customers that purchased a STERIZONE® VP4 Sterilizer from Getinge in Europe, please contact the Getinge local affiliate to discuss service and support options.

To request service, please use the numbers in the chart below:

Who did you buy your STERIZONE® VP4 Sterilizer from?
Where are you located?
When do you need to request service?
What number should you call?
TSO3
US
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
TSO3
Canada
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
US
Until you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
Or
Getinge Technical Service
T 905-629-8777
Toll-Free: (USA) 800-950-9912
Getinge
US
After you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
Getinge
Canada
Until you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Or
Getinge Technical Service
T 905-629-8777
Toll-Free: 800-387-3341
Getinge
Canada
After you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
Europe
On or after August 1, 2018
Contact your local Getinge affiliate.

Will the warranty on an existing customer’s STERIZONE® VP4 Sterilizer be affected by the change in TSO3’s relationship with Getinge?

No. Warranties on STERIZONE® VP sterilizers remain the same and will be honored by TSO3, which is the manufacturer of the device.

How should existing customers order consumables or accessories?

If you purchased a STERIZONE® VP4 Sterilizer from TSO3, TSO3 will continue to supply all consumables and accessories. Beginning immediately, customers that purchased a STERIZONE® VP4 Sterilizer from Getinge in the United States and Canada may place orders with TSO3. TSO3 will be the only provider of consumables and accessories after September 30, 2018. If you purchased a STERIZONE® VP4 Sterilizer in Europe, please contact your local Getinge affiliate to discuss ordering options.

If you need to order consumables or accessories, please use the appropriate number in the chart below:

Who did you buy your STERIZONE® VP4 Sterilizer from?
Where are you located?
When do you need to order consumables or accessories?
What number should you call?
TSO3
US
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
TSO3
Canada
On or after August 1, 2018
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
US
Until you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
Or
Getinge Customer Service
T 905 629-8777
Toll-Free: (USA) 800-950-9912
Getinge
US
After you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 888-710-6832
24 hours per day
Getinge
Canada
Until you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Or
Getinge Customer Service
T 905 629-8777
Toll-Free: 800-387-3341
customer.care@getinge.com
Getinge
Canada
After you receive a letter with instructions to contact TSO3
TSO3 Customer Service
Toll-Free: 866-715-0003
8 am – 5 pm ET, Monday to Friday
Getinge
Europe
On or after August 1, 2018
Contact your local Getinge affiliate.

What will happen for STERIZONE® customers with sterilizer orders in progress?

If you ordered a STERIZONE® VP4 Sterilizer from:

  • TSO3, no change in delivery and installation schedule is expected.
  • Getinge prior to August 1, 2018 in the United States and Canada, no change in delivery and installation schedule is expected. A representative from TSO3 sales, service or clinical will be visiting you shortly.
  • Getinge in Europe, please contact your local Getinge affiliate to discuss delivery and installation.

On or after August 1, 2018 all new orders for STERIZONE® VP4 Sterilizers in the United States and Canada will be fulfilled by TSO3. No new orders for sterilizers are being accepted in Europe at this time.

Will the availability of STERIZONE® VP4 Sterilizers and related accessories and consumables be affected by the change in TSO3’s relationship with Getinge?

No, the availability of STERIZONE® VP4 Sterilizers and related accessories and consumables in the United States and Canada will not be affected by the change in TSO3’s relationship with Getinge.

For availability of the STERIZONE® VP4 Sterilizers and related accessories and consumables in Europe, please contact your local Getinge affiliate.

We anticipate that the recent FDA clearance of the multi-channeled flexible endoscope sterilization [link to press release] may affect inventory. We are accepting deposits for new STERIZONE® VP4 Sterilizer orders to secure 2018 delivery dates. If you are interested in ordering a sterilizer, please send us an email at sales@tso3.com.

Who manufactures the STERIZONE® VP4 Sterilizer?

TSO3 manufactures the STERIZONE® VP4 Sterilizer, and has done so since the first product launch.

Are you hiring?

Yes. Please see our website at www.tso3.com for open positions.

Will TSO3 be using independent sales representatives?

In some cases, TSO3 will utilize independent sales and/or service representatives. Customers will guide the use of these resources.

If you are interested in being an independent sales or service representative for STERIZONE®, please send us an email at info@tso3.com.

Will TSO3 enter into a new agreement with another distributor?

TSO3 actively participates in discussions with numerous potential collaborators.