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Q. How can I find out more information on?

• Warranties
• Service
• Agreements
• Contract
• Training
• Trade-in

Warranties:

Does Beckman Coulter support instruments that are out of production?
Instrument manufacturers are required to support their products for a full five years after final production. Beckman Coulter has gone well beyond this requirement in most of our instrument support plans. If and when an instrument is obsoleted, you will be notified at least one year in advance.

What does the warranty and/or service contract entitle me to?
Service coverage differs with the unique agreement plans. Consult the agreements and warranties section to find out what your plan entitlements are.

Can I get coverage for additional p.m.'s because we use our instrument so much?
Yes, additional PM’s can be purchased with existing agreements.

Service:

Who installs new accessories/upgrades for my instrument?
A qualified Beckman Coulter field service engineer should perform installation of accessories and upgrades that involve access of the instrument for electronic or mechanical modifications. Consult with your sales or customer service representative when ordering your accessory to see what policy applies to you.

Will Beckman Coulter offer service on my research instrument that is in a biohazard area?
If Beckman Coulter deems an area safely accessible, instruments in a biohazard environment are available for coverage, but are assessed a biohazard fee, however, each site in question should be evaluated first.

Can I get my p.m. done early?

How do I know which engineer will respond to my call?
Beckman Coulter uses the "primary engineer" concept to dispatch service and maintenance calls. Each instrument in our database has a primary and secondary engineer assigned to it. Their responsibility includes performing the PM’s in a timely manner, agreement renewals, and overall customer satisfaction. The primary engineer assigned to your instrument is the "first choice" in dispatching service calls. In the event the primary engineer is unable to respond to the call, the secondary engineer is assigned, then the next available for that model.

Will my service engineer be able to repair all Beckman Coulter products?
Our field service engineers normally work on more than one product line. So, there’s always a likelihood that he/she can work on more than one model in your lab. However, depending on the locality and the density of that particular instrument population, two separate calls may need to be accomplished by two separate engineers.

What happens when my service engineer is on vacation?

Will Beckman Coulter help my in-house biomedical group over the phone?
Our Technical Support Call Center will offer limited assistance on repairs to non-agreement customers. Once it has been established that invasive measures are to be taken in effecting the repair (ie. boards to be accessed, need for schematic diagrams), we will then direct you to place a service call for on-site repairs.

Why can’t I call my service engineer directly?
Every service call and incoming call is documented for quality purposes. There are various reasons why your service engineer may not be readily available to receive your call. This includes: service training, vacation, or other customer support. We provide a single point of contact for all your support needs. Bypassing the system by contacting the engineer directly, will not allow you to take full advantage of our state-of-the-art quality processes. The service engineer assigned to your request will contact you prior to arriving on-site to review your specific needs.

How do I escalate a problem if I'm not happy?
If you are not happy, we want to know. Please click here to schedule a call from your local Service Team Leader or Regional Service Manager, both of whom are accountable for customer satisfaction.

While my service rep is on-site, can I get my p.m. done?
During repairs, the field service engineer will attempt to perform the maintenance if it is due or near enough the due date to warrant it and his/her schedule permits. The field service engineer will provide input on your maintenance schedule based on the instrument usage, condition, etc.

Agreements:

Do we offer service agreements on instruments purchased from third parties?
Yes, we will offer service agreements on instruments not purchased directly from Beckman Coulter. Also, any repair needed before being placed under agreement will be completed before an agreement can be put into effect You will be required to have an inspection done by qualified Beckman Coulter field service engineer prior to initiating the service agreement. This will ensure that all updates, revisions, and modifications are done to specifications and that the instrument is operating as safely and efficiently as possible.

Is there an additional charge if there are no service engineers in my area?
Beckman Coulter offers the most complete service coverage in the industry. However, some areas may be remote to the local service team. Travel time charges will be proportional to the amount of time traveled for non-warranty or contract customers. Travel charges are included in the price of the service agreement.

Can I use other manufacturers’ rotors in my Beckman Coulter centrifuge?
Although other manufacturers/vendors promote the capabilities of their rotors being used in Beckman Coulter centrifuges, it is not recommended. Our centrifuge/rotor combinations are tested as a system to ensure optimum performance of each. Furthermore, drive warranties and safety containment issues are based on the "system" approach to our instruments and products.

How can Beckman Coulter help my company with their upcoming CAP/FDA audit?
Beckman Coulter provides a line of regulatory compliance products and support to help our customers prepare for upcoming audits. For bioresearch customers, we offer the standards, protocols, and documentation necessary to augment your internal PQ procedures. OQ services can be purchased as an addition to a total agreement package or as a stand alone one-stop service. Contact your service agreement consultant for more details.

Can I negotiate a discount on your labor rate?
Reduced labor rates are only available as optional coverage on prepaid agreement plans. Some plans offer discounted rates on emergency repair while the PM is covered, while others cover all repairs and discount the labor rates for additional services such as training. Contact your service agreement consultant for more details.

Contract:

How can I upgrade my contract in the middle of the term?
Not all agreements can be upgraded in the middle of the contract. Please click here and a Beckman Coulter representative will contact you.

Training:

Can I get additional training for my instrument?
Yes, Beckman Coulter offers additional training as an option on some agreement plans or can be purchased separately. For specific details, contact your Beckman Coulter Service Office.

What kind of training do you give to your engineers?
Each product manufactured by Beckman Coulter has a documented support plan prior to the product launch. This plan details the skill set necessary to properly support it in the field and defines the tools needed to ensure its success. Most instruments involve a 1 to 3 week class at the development centers, followed by a confirmation process by the in-field technical specialist for that product line and a senior field engineer. Ongoing advanced training is also conducted throughout the life of the product.

Trade-in:

Is my older instrument worth anything for trade-in?
Absolutely. Consult the promotions section of our site for current details or call your local sales representative. Some promotions even allow for trade-in credit on competitors instruments.