Comprehensive services which include extended care programs, qualification and validation, calibration and customer-made solutions.
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We Are Here to Help
We are here to help you with all of your technical and operational questions. You may contact us by filling out the online customer support form or contacting one of our distributors near you. To speed up the procedure, please have the exact instrument type and serial number at hand at your first contact.
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Free Manufacturer’s Warranty
All Blue-Ray Biotech products come with a free manufacturer’s warranty which applies to repair and replacement of devices that have failed under normal operating conditions due to material or manufacturing defects. However, this warranty does not cover damage due to shipping, accident, abuse, misuse, problems with electrical power, usage not in accordance with product instructions. Please contact your Blue-Ray Biotech distributor when you need the free manufacturer’s warranty service and learn about the duration of the manufacturer’s warranty for each product line.
Return Merchandise Authorization (RMA) Policy
To provide End-user with better services, Blue-Ray Biotech has set up the following guidelines for our Authorized Distributor partners and Blue-Ray Biotech service team to follow. We would like to encourage all Authorized Distributors to spend some time to read these guidelines carefully.
We believe these guidelines will improve the efficiency and quality of our services to our Authorized Distributor partners and End-users as well. Only when Authorized Distributors follow these guidelines, our End-users can receive the timely, quality services and build up their confidence in Blue-Ray Biotech's products and services. In the long run, this reputation will boost the product images and bring profit for both Blue-Ray Biotech and its Authorized Distributors partners.
End-users to request RMA services from Authorized Distributors
Authorized Distributors to request DOA/Warranty RMA services from Blue-Ray Biotech
Extended Care Programs
Covering a wide range of extended warranty, calibration, and on-site qualification services, Blue-Ray Biotech’s Extended Care Programs are designed to assist users throughout the life of the instruments. The performance of laboratory instruments may decrease over time. Therefore, continuous monitoring of temperature variations is important. For all researches, clinical and pharmaceutical laboratories that meet ISO, GMP or other standards, annual validation and calibration of instruments are mandatory. We continuously conduct in-depth technical service training for our distributors so that they are capable of performing excellent services and can act quickly and dependably when customers need support.
Learn about our Extended Care Programs
To ensure that our product can keep meeting market demand and adopting forward-looking technology, we may periodically announce product change or cease the production of obsolete models
We are dedicated to providing the top quality and reliable products for our valued customers. To ensure that our product can keep meeting market demand and adopting forward-looking technology, We may periodically announce product change or cease the production of obsolete models. This document states the policy of Product Change Notice (PCN) & End-of-Life (EOL) criteria.
The DOA warranty means if any Industrial SSD products from us are damaged or found to be faulty within this period except results from all the above-mentioned unrepaired items, we will provide replacement products on an exchange basis with the new unit(s) to the customer within 10 days once we receive returned defective products.
All Industrial SSD products from us are under DOA “defect on arrival” warranty within 45days from the date of manufacture (S/N) to customer installation. Products that have been in use beyond the DOA period will be repaired under the terms of the our warranty statement and not replaced with new products.
Aiming to provide innovative and reliable products and thus further accelerate the development of biotechnology, we understand how important precision, quality and long-term functional reliability of Blue-Ray Biotech thermal cyclers means to you. Our worldwide service network assists you throughout the life of the instrument, ensures its operational readiness with regular maintenance, and acts quickly and dependably whenever you need our support.
All Blue-Ray Biotech thermal cyclers comes with a free 2-year manufacturer’s warranty which applies to repair and replacement of devices that have failed under normal operating conditions due to material or manufacturing defects.
To protect your investment up front, our Extended Warranty program offers up to an additional 3 years at the same high service level of our manufacturer’s warranty. With the program, you safeguard your investment and no longer need to worry about unpredictable service fees.
Just like all thermal cyclers in the market, the performance of the heating/cooling elements used may decrease overtime. As a result, continuous monitoring temperature variations are important. For all researches, clinical and pharmaceutical laboratories that meet ISO or GMP or other standards, annual validation and calibration of instruments are mandatory. Performing calibration requires experiences and may need to utilize professional tools. To save your time and offload the burden on your staff, we offer send-in and on-site calibration services.
On-Site Qualification Service
Instrument qualification is generally in demand for both clinical and pharmaceutical development and pure research laboratories. Blue-Ray Biotech’s on-site qualification service helps maximize productivity and turnaround time of your instrument and satisfy specific reporting needs. The service covers full 3Q services, namely Installation Qualification (IQ), Operational Qualification (OQ), and Performance Qualification (PQ). The services are performed by the best, certified engineers from our worldwide distributors. They follow standard qualification protocol guidelines and perform the procedures with highly trained knowledge and skills.