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Ensure Your Samples Meet Compliance

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Non-Compliant Samples Program

We're here to help you understand our Non-Compliant Samples program and make sure your samples meet all the necessary requirements. Let's walk through the process together.

Why is this Important?

We want to ensure that every sample you send us meets our standards so we can provide you with the best possible service. By following these guidelines, you'll help us process your samples quickly and accurately.

What You Need to Know

For samples to be processed, they are required to meet the following criteria. Failure to do so can lead to samples not being processed.

To avoid any issues, make sure your samples include the following:

  • Customer Name: Let us know the account name so we know who receives the report.
  • Serial Number: This helps us keep your data organized and trackable.
  • Compartment Information: Include the compartment name, hours or miles on the machine.
  • Fluid Change Information: Tell us if the fluid was changed at sample time.
  • Date Sample Pulled: When did you take the sample?
  • VisionLink® Account Registration: Only required if you do not currently have an account.
  • To register for a VisionLink® account please visit vl.cat.com
  • Proof of Purchase: Make sure your sample comes with proof of purchase of a Cleveland Brothers Kit (like a SOS sample bottle or label)

What Happens if Your Sample is Non-Compliant

If your sample doesn't meet the requirements, don't worry! Here's what we'll do:

  1. Separation: We'll set aside your sample for further inspection.
  2. Review: Our lab team will document any issues.
  3. Contact: We'll reach out to you to get the missing information.
  4. Processing: Once we have everything we need, we'll process your sample.

How We'll Contact You

If there's an issue with your sample, we'll reach out to you using the contact information you provided. Here's what you can expect:

  • Non-Compliant ID: We'll send you an email or leave a voicemail with a unique Non-Compliant ID for your sample. This ID helps us track your sample and ensures we address the issue promptly.
  • Information Needed: In our message, we'll specify what information is missing or needs to be corrected.

How You Can Get Back to Us

Please be sure to include your non-compliant ID and all required information when contacting us. Multiple contact options are available to support your needs.

  • Give Us a Call: Feel free to call us directly using the contact number provided in the email or voicemail 717-561-3342.
  • Reply to the Email: Simply reply to the email with the required details.
  • Microsoft Form: Use the Microsoft Form link supplied in the email to quickly and easily submit the information.

Storing Non-Compliant Samples

We keep non-compliant samples safely stored for at least one year. This gives you plenty of time to provide the necessary information and get your sample processed.

Need Help?

If you have any questions or need assistance, don't hesitate to reach out to our support team. We're here to help you every step of the way!

Phone: 717-561-3342

Email: oillab@clevelandbrothers.com