How do you place a service call?
Customers need to call our office in Durham at 919-361-2197 or toll-free 800-222-4812. They may also email our company email at info@spectrofuge.com or complete the Service Request Form. Our competent and cordial office staff will take all the necessary information to process the service request. Please be prepared to provide your name, equipment make and model, primary investigator's name, location, contact information and a brief description of the problem.
What is the usual response time?
Once the service call is placed, the office personnel will notify the service manager and the other technicians of pending service requests. Schedules, contract status and urgency are considered by the technicians. Normally, service requests in our local area are responded to in one to two working days. Out of area call sare scheduled as soon as possible based on technician availability and customer need.
Do I have to give a PO# at the time a reimbursable service request is made?
In order to process the service request as expediently as possible, customers need to have a PO# ready at the time of the request. By providing the PO# at the time of the request, valuable time is saved for the office staff after the service is completed. Spectrofuge also accepts VISA, Mastercard and American Express for payment of service.
How is billing handled for reimbursable calls?
Upon completion of the service call, technicians will present a Field Service Report copy to the customer for their signature or the form may be faxed to the customer if the technician is unable to locate the customer. At that point, service reports are given to the office personnel for invoicing. The invoice is mailed to the corresponding department's administrative offices.
Does Spectrofuge charge for travel?
There are no separate charges for travel. See the following questions and answer below for more information.
What is an "on-site charge"?
Spectrofuge Corporation charges an on-site charge for each reimbursable service call performed. The on-site charge is an up-front expense that covers a broad group of business costs like travel, parking permits, administrative and office expenses
What are Spectrofuge's rates?
Spectrofuge has tiered service rates based on the type of equipment. On-site charges and hourly rates fall in these tiers. Please contact Spectrofuge directly for more information on our rates. Verbal and written estimates can be provided upon request.
Can service requests be combined to waive the on-site charge?
On-site charges are not shared or waived just because a technician is in the area or in the building. The on-site charge is waived in some instances when an individual customer in one lab places service requests for multiple items. In this case, only one on-site would be charged to that customer.
What is Spectrofuge's warranty on repairs?
Spectrofuge offers the same warranty on parts as offered by the manufacturer of the part. This warranty can vary from 30 days to 90 days. Spectrofuge stands behind its repairs and offers warranty on labor costs based on type of problem, repeat occurrence of similar problems, length of time between occurrences of problems and customer usage problems or issues.
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