FAQ


Who do I contact with additional questions?

Please feel free to contact us with your questions. We are happy to help!

General Questions: 1.800.442.2325 or info@theprogrp.com

Technical Support & Returns: 1.800.272.8492

How do I place an order?

Placing an order is easy, simply contact us by any of the following methods:

Call: 1.800.442.2325

Fax: 1.603.749.0511

Email: blovett@theprogrp.com

Mail: The Prometheus Group®, One Washington Street, Ste 303, Dover, NH 03820

All major credit cards are accepted. Offices open Mon-Fri, 9:00AM-5:00PM EST

Do you accept my insurance?

We sell our products/services strictly by retail.  Unfortunately we do not bill insurance.  We are happy to recommend a distributor in your area that does.

Do you provide rental units?

We do not provide rental units, but we are happy to recommend a distributor in your area that does.

What is your return policy?

Equipment may be returned within 30 days from the invoice date (subject to a 20% restocking fee)

Accessories that are unopened, undamaged, and unmarked may be returned for a full credit within 30 days from the invoice date.

Is my product under warranty?

Accessories (not including internal sensors) 90 days from purchase

Internal Sensors 90 days from purchase (with an additional 90 day extended warranty subject to technical support approval) customer must be able to provide paperwork accompanying sensor which lists part number and lot code/date stamp.

Standard Equipment Warranty: Price includes a one year warranty on parts and labor

Extended Warranty: The extended warranty is an extension of the standard warranty service agreement.  The extended warranty commences on the day after the standard warranty service agreement expires.  Computers, printers, and software are not included in the extended warranty.

What do I do if I need to return something?

Please call customer service (800.442.2325) for a RMA # prior to returning the product and be sure the RMA # is clearly visible on the outside of the package.

What is the cost of shipping?

Shipping costs vary because they depend on several factors.  The zip code the package will ship to, the weight and the type of service you request for shipping. The most economical choice for shipping is UPS Ground.

What is the difference between the Pathway TR Series and Pathway MR Series?

Pathway TR Series (single and dual channel EMG units) are a good EMG choice.  They are the most economical hand-held option.  It does not work with realtime software.

Pathway MR Series (single and dual channel EMG units) are a top choice among physical therapists.  They are easier to use and provide a greater resolution. These units can be utilized as hand-held or interface with the computer.  For an in office setting this may be the better option.

Does software come with my purchase of a Pathway MR Series EMG system?

Software is sold separately, because we now have three choices to offer you

Telesis Software – This new software is top of the line and provides privacy and compliance features of existing and new HIPAA regulations such as password protection, different levels of program access, patient privacy identifiers and protection, as well as audit management.  Telesis contains all of the same displays, applications and modified protocols that have been so popular with Synergy 3D Software.  Telesis also provides added features which can be attached to your document such as questionnaires, history, exams, related procedures, diagnostic codes, and plan of care.  These features allow you to automatically produce your chart note and narrative.  The documents and reports generated are all in a format for transference to electronic medical records (EMR).

Primus Software – This new entry level software has the same password protection, patient privacy, audit management, and electronic medical records features of the Telesis Software.  Primus Software offers three basic software application protocols and EMG waveform displays only.  It does not offer attachments.  Primus still meets all the current compliance and regulatory standards required at this time and for the future.

Synergy 3D Software – This software has been a top seller over the years, and, due to its popularity, we have decided to continue to offer it as an option.  Synergy provides real-time features with extensive display choices, unlimited application and patient protocols, computer generated goals, and privacy mode settings. Synergy 3D Software still comes in unlock key code format.

What are the Minimum Computer Requirements for Software?

Windows XP Professional, Windows 7.0 Professional, or Windows 8 Professional*
32 Bit Operating System, 64 Bit Operating System*
Celeron or Higher CPU
RAM:
Windows XP Professional – 1GB RAM
Windows 7.0  or 8 Professional – 2GB RAM
Available CD ROM
1 GB Minimum available hard drive space (to allow for database expansion)
USB Port
(*Synergy 3D not supported)

I am starting up a women’s program, what equipment do you suggest?

There are many variables to be considered when you plan your first purchase.  What type of application?  Are you looking for a hand-held unit or something that interfaces with a computer? Are you considering a single or dual channel option?  No need to worry, just give us a call.  We can assist you in making an educational decision based on your budget and what is best for you.

I just received my new unit and need help getting it up and running?

No worries! Our Technical Support staff is unparalleled in the industry!  They are available M-F, 9am-5pm EST and willing to help you with any questions you might have, and, best of all, the service is at no charge to you.

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