If you need repair of your Quantachrome instrument, or have a problem with an analysis that does not seem to be simply application related, please contact our Service Department here in the United States or your local authorized Quantachrome representative. To contact the Quantachrome Service Department, call 1-800-989-2476 between 8:30am and 5:00pm Eastern Time, use our electronic Service Request Form. Many problems can be easily identified and quickly rectified without recourse to a service visit. But, if physical repair is required, this can be effected on-site at your facility by one of our highly-trained service technicians or by returning the instrument to our factory. Our service personnel will be pleased to discuss the most time- and cost-effective way to minimize disruption to your lab operation.
Our LabQMC can support all your characterization needs at discounted rates during the time your instrument is under service/repair.
When you first contact Quantachrome, please provide or have the following information readily available: instrument name and type (eg NOVA4200e), serial number (to be found on the plate affixed to the rear of the unit), detailed description of the problem (for example please write-down any error messages, valve status when problem was first noticed or any other abnormal indications), recent history of the unit (was the gas supply recently swapped, or was the unit relocated, or other external influence) and software and firmware verions (where appropriate). If a malfunction is suspected because of highly unusual data, please email an example or two of an affected data file together with any log file the instrument might have generated.
A new Quantachrome instrument is shipped with a twelve-month warranty (details and conditions are given in the front of the user manual provided with the instrument). Quantachrome does however offer maintenance and service plans that are designed to keep your Quantachrome instrument in top working condition for many years. Annual Service Contracts (USA only) Quantachrome offers three(3) comprehensive service plans tailored to your needs. At your location, a factory-trained Quantachrome representative will: perform scheduled preventative maintenance and a full diagnostic evaluation, align to factory specification and calibrate your Quantachrome instrument.
This will ensure precise, consistent results while extending the life of your instrument and keeping unexpected bills to a minimum. You can purchase an emergency repair plan to ensure priority response to unexpected problems.
Free Software Upgrades- You will recieve no-charge upgrade of both instrument firmware and Quantachrome software (If applicable) at time of maintenance visit.
WEB Access-You will be provided a special username and password at time of purchase giving you access to premium content on our website for the duration of the Service Plan Contract.
Accessory Instruments Discount %-Discountoffered on Service Plans for supporting instruments; Degassers (Autosorb Degasser, MasterPrep, FloVac, Flow Degasser and Thermoflow), Rifflers (Micro Rotary Riffler and Sieving Riffler) when serviced at the same visit as main instrument.
Emergency Plan-Entitles customer to onsite support within 3 working days (72 hours). Unsued Emergency Plan will be converted to Silver Maintenance Plan at expiration of contract and appointment scheduled.
# Required Parts and Reference Materials –Restricted to those items necessary to effect any repairs deemed necessary and to perform qualification.
*Required Parts Discount for plan 33055-PT is 100% for all parts excluding Vacuum Components, Turbo and roughing pumps for which 30% discount will be applied.
SilverAg, GoldAu, PlatinumPt and Emergency72 are trademarks of Quantachrome Corporation