An analyser that nobody installed, nobody trained anyone on, and nobody can get a part for is not equipment — it is a box in a corridor. What follows is what happens after we deliver, and what the warranty and our guarantee each cover.
Six stages, in the order they happen. Every instrument we supply goes through all of them.
Your consignment is checked against the purchase order before it leaves our store, and opened with your team on arrival. Anything damaged in transit or missing from the packing list is raised in writing straight away, so it is settled before the instrument is put to work.
An engineer installs the instrument on site, connects the services it needs, and runs the manufacturer's start-up procedure. The equipment is not signed off until it is producing results on your bench.
The people who will use the instrument are trained on it, with your samples and your workflow. Manuals and quick-reference material stay with the department, so a new starter is not left guessing.
Cover runs from commissioning. A fault within the warranty is diagnosed, then repaired or the part replaced, without a repair bill — see the terms below for what the warranty and our own guarantee each cover.
Service and calibration support is available nationwide. Planned visits keep the instrument inside specification and catch wear before it becomes a breakdown in the middle of a working day.
We hold consumables and spare parts for the equipment we supply, so a reagent run or a worn component does not stop the laboratory. Support continues after the warranty ends, on a service agreement or per visit.
A warranty and a guarantee are not the same thing, and it matters which one you are relying on. Here is what each covers.
Cover on the instrument itself, for the period stated on your invoice and the manufacturer's certificate.
Our own undertaking about what leaves our store — separate from, and in addition to, the manufacturer's warranty.
Most questions are answered without waiting for a visit, wherever in the country you are.