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Support

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SupportIt is inevitable that you will have questions about the products you purchase from us, and many of those will be questions that others have encountered in the past.  It is likely that most of your questions will be addressed in the User Manual for the product you own or in the frequently asked questions (FAQ) document for that product.  We also provide a number of downloadable files on our downloads page that address common problems/questions.  Please check these resources frequently, since they are updated often. 

When you encounter a problem with one of our products for which the solution is not explained in the User Manual or in the FAQ document, please use the Report a Problem form to let us know about it.  Also, feel free to contact us by telephone, fax or e-mail.  As an alternative, you may consider posting your question to one of the on-line discussion forums relating to our products.

If an item you purchased from us needs to be returned for repair, follow the instructions outlined here.

Many potential questions and problems are covered under the manufacturers' warranties for the products we sell.  Other types of problems would be covered by a service level agreement.  See the Warranties and Service Level Agreements page for details.

If you feel that you need additional training in the use of the equipment or software that you purchased from us.  Please review the upcoming training opportunities under Workshops/Seminars on our Events page and contact us if you do not see a workshop or seminar that covers the topic in which you are interested.

Assistance We know that nothing makes a laboratory more productive than well-maintained equipment and a staff that is well-trained in its use.  Take advantage of our service options to safeguard the investment you have made in our products. 
Warranty All our products are offered with at least a one-year warranty. This warranty covers problems with the product itself. If you find that a product is not functioning as it should, please contact us immediately. We will work with the manufacturer to resolve the problem for you.
Support forums On-line forums are available as an additional support resource for some of the products we sell. They can be a useful resource for connecting with other users, and often a search of the archives of questions and answers posted to the forum previously will give you new ideas on how to use the products. Note that you will need to create an account (login and password) for each of these forums. Cl...
Self-service Visit the link for a given product to see answers to frequently asked questions (FAQ), on-line support forums and related downloads.  If you are looking for something but do not find it here, let us know. It is our goal to make this site a useful resource for you. However, please note that the software and tools provided on this page are provided as-is, without any warranty.

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