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Welcome to Biochrom Customer Support Center

At Biochrom, we understand the importance of great customer support.
Our experienced technical support and service teams are dedicated to providing outstanding assistance for our customers worldwide.

 

  • GET INSTRUMENT SERVICE

    Whether you require full service repairs, preventive maintenance or calibration, our service team has a solution to meet your needs.

    Contact Us for Instrument Service

    We offer local service and repair in most countries. Please contact us to determine your most convenient service option.
    To contact us from the USA, Canada or Mexico, please e-mail support@hbiosci.com or call +1 800-547-6766 or use our contact form.
    To contact us from everywhere else, please e-mail support@hbiosci.com or call +44 (0) 1223 427890 or use our contact form.


    Instrument Service

    Affordable repairs, preventive maintenance, calibration and upgrades are all available for your spectrophotometer globally with both on-site and return to workshop options available.

     

    •   To return you instrument to our workshop for repairs, please follow the step by step instructions in our returns section and obtain a returns authorization (RMA) number from us.
    •   Flat fee repair is available on the following instruments. Please contact us for pricing.

     

    Preventive Maintenance

    Maximize your uptime and sample throughput with our range of planned on-site maintenance contracts from single visit to fully comprehensive including lamps.


    Calibration Services

    Need your equipment tested against specification or international standards ? Check out our calibration options. We offer NIST traceable calibration on your spectrophotometer.


    Flat Fee Workshop & On-Site Repairs

    Does your instrument need repair ? Send it to one of our regional workshops that offer a single price for all parts and labor, to help you budget.


    IQ/OQ/PQ Validation Services

    Our experienced engineers are ready to provide you with their expertise and support providing on site validation Services to assist you in your regulatory compliance, including Installation.

 

  • GET SERVICE CONTRACTS AND WARRANTIES

    Service contracts are an excellent way to insure that your instrument is working properly while controlling costs. We offer several pricing options to fit any budget.

    Contact Us for Service Contracts and Warranties

    Biochrom is pleased to offer annual on-site preventive maintenance solutions for our full range of spectrophotometers.
    To contact us from the USA, Canada or Mexico, please e-mail support@hbiosci.com or call +1 800-547-6766 or use our contact form.
    To contact us from everywhere else, please e-mail support@hbiosci.com or call +44 (0) 1223 427890 or use our contact form.


    Service Contract Levels

    Platinum:

    This level provides the most comprehensive coverage for your instrument including up to 2 Preventive Maintenance services within a 12 month period.

     

    Gold:

    This level provides excellent coverage for your instrument including up to 2 Preventive Maintenance services within a 12 month period. All Gold Service Agreements will be subject to a deductible in an amount pursuant to the Service Support Agreement. The deductible limit is fixed for the Term of the Contract. Customer is responsible for all costs up to the deductible limit for any corrective maintenance visits during the Term.

     

    Silver:

    This level provides standard coverage for your instrument including 1 Preventive Maintenance services within a 12 month period. All Silver Service Agreements will be subject to a deductible in an amount pursuant to the Service Support Agreement. The deductible limit is fixed for the Term of the Contract. Customer is responsible for all costs up to the deductible limit for any corrective maintenance visits during the Term.

     

    Bronze:

    This level provides basic coverage for your instrument including 1 Preventive Maintenance services within a 12 month period. Any corrective services required during the Bronze Service Agreement period will be billed for parts only. Any travel and labor costs are included in the Service Agreement at no further cost.


    Service Contract Guide

    Service Description Platinum Gold Silver Bronze Flat Fee Workshop Repair Calibration Only
    1 Preventive Maintenance every 6 Months          
    1 Preventive Maintenance every 12 Months      
    Corrective Repairs *      
    Spare Parts Included (Corrective Repairs) *      
    Spare Parts Included (Consumable Repairs)        
    Labor and Travel (PMs)    
    Labor Included (Corrective Repairs) *      
    Priority Service (Corrective Repairs)        
    Return Shipping Included  
    Loaner Unit when Required        
    Priority Service (Routine PM and/or Calibration)        
    Priority Phone Support    
    Technical Support    
    Firmware Updates (at time of PM)  
    Extended Calibration (As found and as left calibration)

    * = up to a limited amount


    Service Contract Order Numbers

    Instrument Platinum Gold Silver Bronze
    Ultrospec 9000 / 8000 / 7000 / 2100 80-5000-64 80-5000-72 80-5000-76 80-5000-86
    NanoVue Plus, SimpliNano 80-5000-69 80-5000-73 80-5000-79 80-5000-90
    GeneQuant 1300, GeneQuant 100 80-5000-70 80-5000-74 80-5000-80 80-5000-92
    Novaspec Pro, Novaspec III+ 80-5000-71 80-5000-75 80-5000-82 80-5000-98

    Installations

    Biochrom has the validation products and expertise necessary to meet your lab compliance commitments.
    IQ/OQ documentation covering instrumentation and software is available for our Ultrospec 9000/8000/7000 UV/VIS spectrophotometers and our fully trained engineers are ready to complete this process for you.


    Extended Warranties

    Our extended warranty options provide affordable protection against unscheduled instrument servicing costs.
    One (1), Two (2) and Three (3) year warranties may be purchased at the time you buy your instrument. For details on these and to discuss your options, please contact us.

 

  • RETURNS INFORMATION

    In the event that you need to return your instrument to us for repair or to use our in house recalibration service, the following instructions should be followed.

    Instruments covered by Warranty

    Please contact Technical Support support@hbiosci.com by e-mail or using the contact form for advice, before following this returns process.
    You will need to have the instrument serial number and model available for this.


    Instruments out of Warranty

    You will need to provide a purchase order number along with the instrument serial number and model for the repair on your returns form.
    Please contact Technical Support support@hbiosci.com by e-mail or using the contact form to get cost information for the service you are requesting.


    Instrument Disposal

    If the instrument has reached the end of its serviceable life and you would like to return it to Biochrom for disposal,
    please contact Technical Support support@hbiosci.com by e-mail or using the contact form.


    For all other returns enquires

    To contact us from the USA, Canada or Mexico, please e-mail support@hbiosci.com or call +1 877-246-2476 or use our contact form.
    To contact us from everywhere else, please e-mail support@hbiosci.com or call +44 (0) 1223 427890 or use our contact form.




    Return Procedure

    Step 1:

    Complete and submit the on-line Returns Authorization Form (download) to returns@harvardbioscience.com to obtain a returns authorization number.
    This number needs to be written clearly on the outside of your returns package.
    Please do not send your package to us, until you have received a returns authorization number.

     

    Step 2:

    Download, complete and sign a Declaration of Contamination Status Form (download) and include this certificate with your package.
    Please put one copy of this on the outside and a second copy inside of your package.

     

    Note: Instruments which are returned without a decontamination certificate will not be processed.
    This could result in significant delays and additional administration charges for your repair.

     

    IMPORTANT: For returns outside the EU, please complete your commercial invoices, making sure that you indicate the true commercial value of the return.
    Please also state the following on your invoice: “Temporary Import – Item Returning to Supplier for repair”

     

    Step 3:

    Send the package to Biochrom per instructions from the Returns/Repairs department using your own carrier.
    The goods being returned must be securely packaged and in a manner to prevent damage during transit.

     

    Return Checklist

    • Fill out and submit an RMA form.

    • Provide a purchase order number for repair.

    • Write the return number on outside of package.

    • Include decontamination certificate on outside and inside of package.

    • Customs declaration of true value.

    • Customs declaration: Temporary Import etc.

    • Read and understood the returns terms and conditions.