Microplate reader company
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Microplate Reader Sales, Service and Support for North America

BMG LABTECH Inc.USA
13000 Weston Parkway
Suite 109
Cary, NC 27513
USA
Tel: +1 877 BMG-LABS (877-264-5227)
Fax: +1 919 678-1640

West Coast Office
Tel: +1 619 727-4336

Email:
usa@bmglabtech.com

For technical support:
usatech@bmglabtech.com

Customer Care from BMG LABTECH

Efficient, effective and responsive customer service is our number one priority, which is why we offer the very best applications and technical support available

Customer Care BrochureMission Statement
Our mission is to become the first choice supplier in the USA for microplate reading technology, of the highest quality and technical excellence, backed by outstanding service and support.

The BMG LABTECH experience begins with our world renowned German engineering and design. All of our instruments are crafted from the highest quality components available, with each and every one tested according to strict standards. This attention to detail continues with support from our USA based customer service network, backed by scientists and engineers who are highly trained professionals and experts in product training, technical troubleshooting and assay support.

Annual Maintenance
Having invested in a sophisticated and high value instrument from BMG LABTECH, keeping it in the best condition possible will assure its long term use. Users will know that their instrument is giving them the most accurate results today and that it will be maintained for long term performance.

Our experience shows that well maintained instruments result in increased productivity and more precise measurements. Actively maintaining a reader in its best working order is a shared responsibility between the customer and BMG LABTECH. Apart from the customer's normal cleaning, care and inspection of the reader system, BMG LABTECH recommends a routine check by a trained professional.

BMG LABTECH offers a comprehensive range of Preventative Maintenance packages to suit all budgets and requirements: these include a full annual service and QC check by our team of dedicated service engineers.

Prediction & Prevention
All of our engineers are factory trained to identify early signs of excessive wear, damage, or component failure that could influence the future operation of an instrument. They will provide comprehensive and concise details on any issues that could have an adverse effect on an instrument's performance. When appropriate, we will train users and recommend improved methods and techniques.

QC/PM
The QC/PM or Quality Control and Preventative Maintenance is a compressive service that includes cleaning, maintenance, assessment and quality control. When a system undergoes a QC/PM service it is thoroughly cleaned and inspected for any potential problems. Maintenance of the reader package involves lubricating the various moving parts, belt replacement as needed and a realignment of all assemblies to insure optimal performance .

Additionally a quality check is performed in all the major reading modes with an emphasis on linearity and variance. These quality checks will vary depending on the reader platform and operating modes. When complete a full report of all observations, maintenance performed, and data is presented to the customer.

We're always there for you
BMG LABTECH support personnel are only a phone call, email or mouse click away.

During office hours, all calls will be answered by one of our customer support team with no waiting or automated telephone menu's to navigate. This enables us to get to the heart of every request quickly and efficiently. We offer convenient toll free telephone service or we can arrange call back at a specific time.

Customers may also submit a service request any time through the Support section of our website. All requests are routed directly to one of our qualified technical support specialists.

Onsite Services and Depot Service Center
All BMG LABTECH microplate readers and accessories sold in the USA are directly serviced and supported in the USA. BMG LABTECH readers are never shipped out of the country for any reason. Our staff of highly trained service engineers can assist users onsite at their location or at our Cary, NC based Depot Service Center. Both Onsite and Depot repair services offer the same high quality and reliable service that matches the quality of their manufacture.

Service Options
For immediate troubleshooting of most issues, BMG LABTECH offers all customers phone and email support. We also offer Remote Internet Technical Assistance – known here as RITA. This gives instant remote access to a user's instrument and greatly speeds up the troubleshooting process.

And if technical assistance for repair or maintenance is still needed, our team of service engineers is available. BMG LABTECH offers four distinct service options. SPECTROstar Nano customers should contact BMG LABTECH about specialized service options.

All levels provide access to the following benefits:

Extended Warranty Plan Members enjoy:
No Charge Parts and Labor at our Service Depot (2)

Standard Depot Service Plan Members enjoy:

Preferred Onsite Service Plan Members enjoy:

1 Prices vary depending on Service Plan Level
2 Does not include accidental damage, misuse, or certain consumable parts (contact BMG LABTECH for more details)