Service & Support
At Wasson-ECE, our mission is to provide the highest quality service for all aspects of your needs. We pride ourselves on keeping our customers up and running by providing prompt and efficient service. Whether on the phone or at your site, here at Wasson-ECE, we work for you!
Please have the serial number of your instrument on hand as well as a description of the problem.
Remote service assistance
We are always ready to assist you during our normal business hours (8 a.m. – 5 p.m. MT) Monday-Friday. highly trained service personnel are able to help you over the phone immediately and address service issues. We are also able to dispatch a local service engineer for more complicated technical issues.
On-site Installation and familiarization
When a turn-key analyzer arrives at your site, a trained Wasson-ECE service engineer will be scheduled to provide a complete on-site installation. The service engineer assures that the system is operational, verifies application requirement and familiarizes the end-user on its operation. Upon completion of the installation, the system is ready to process real samples. The system hardware and analytical performance is guaranteed for a full year. Wasson-ECE also provides technical support by phone and email for the lifetime of the system.
Additional training is available upon customer’s request when the service engineers are on-site for an install. Training option is customizable to match your needs. Our team wants to partner with you to provide the best resources for your success.
Warranty
Two warranties protect your instrument during the first year of operation. A complete hardware warranty covers any defective hardware across the entire system. If any non-consumable item fails, we replace it free of charge. In addition, we offer a comprehensive analytical guarantee. Should the analytical results not meet the quoted specifications, we will make any required changes to the hardware and/or methodology in order to rectify the issue. After the first year we provide a variety of service contracts to suit your needs.
Service contracts
Contract Service Coverage Includes:
- Agilent parts
- Labor
- Travel
- Annual preventative maintenance
- Telephone assistance
- 4-hour call back response
- On-site response within two business days
- Coverage days: Monday-Friday (excludes certain holidays)
- Coverage hours: 8:00 a.m.-5:00 p.m. MT
Wasson-ECE Instrumentation custom application and hardware are included in our service contracts. Coverage excludes sampling systems, data collection systems, and OFID reactors. Mass spectrometer detector coverage includes one annual source cleaning with replacement of the filaments.
Contractual Service Coverage is updated on an annual basis, renewable each year subject to review.
Wasson-ECE Instrumentation
101 Rome Ct., Fort Collins, Colorado USA 80524
Phone: +1 (970) 221-9179
Fax: +1 (970) 221-9364
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When you can't afford to be wrong. TM