Technical Service

Comprehensive services which include extended care programs, qualification and validation, calibration and customer-made solutions.

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Technical Support

Extended Care Program

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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Blue-Ray Biotech Distributors

 

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

 

  • End-users MUST get a stamp from Blue-Ray Biotech's Authorized Distributor on product "Warranty Certificate" to activate the warranty after the purchase.
  • If End-users want to request for RMA services, End-users should call/fax/e-mail Authorized Distributor and provide the product serial number and other related details.
  • End-users should return the defect goods to Authorized Distributor for RMA services.
  • For safety concerns, Authorized Distributors should ask End-users to properly decontaminate the returned goods.
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Authorized Distributors to request DOA/Warranty RMA services from Blue-Ray Biotech

 

  • Upon recipient of End-user’s RMA request, Authorized Distributor must inform Blue-Ray Biotech via fax/e-mail/mail within the warranty period and fill Repair Information Form.
  • Blue-Ray Biotech will issue a Return Material Authorization Number (RMA Number).
  • Authorized Distributor must send the “Products” back to Blue-Ray Biotech’s facility in their original or equivalent packaging, prepay shipping charges, and ensure the shipment or accept the risk of loss or damage during shipment. 

 

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 following items are not covered under this warranty:

  • Misuse of the Product (misuse due to non-compliance with the Company's product manual; use for the purpose of testing fixture, and abuse); negligence; natural disasters, poor operation environment; power supply problems or human damages; improper installations and modifications without the authorization of the Company (personal repair or disassembly); the tags with product information or the warranty label is physically damaged or missing (unidentifiable or altered by the user); the serial number has been torn or removed.
  • Any software or content installed previously or provided for downloading on the official website.
  • Issues concerning product compatibility.
  • Non-Apacer branded products.
  • Accessories, packing materials, consumables and others excluded from the service for the main unit.

DOA Policy

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.

Disclaimer

  • We are only responsible for the maintenance and testing for the hardware without offering recovery and back up for data stored therein. We shall not be liable for any damage and/or loss of data caused by any reason during the delivery for maintenance or improper use/installation, unprofessional repair, modification and any improper action that causes NAND flash to exceed its lifespan abnormally. This constitutes our entire liability which will never exceed the purchase price of the product.
  • In no event shall the Company assume any liability or compensation for intellectual property rights violations, loss of profits, damage of business reputation, loss of earnings, loss of data, or other indirect and incidental losses or damages arising from or related to the use of products to the largest extent permitted by applicable laws.
  • The company’s products may be used for various applications. Apacer shall not be liable for misuse of the products or applying the products to all other relevant applications that may lead to personal injury or death due to product failure, defection or disorder, including but not limited to medical or medical-related equipment, military or military-related equipment, traffic control equipment, disaster prevention system, combustion control system and nuclear energy system.

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.

 

Extended Warranty

 

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.

 

  • Original manufacturing factory repair guaranteed
  • Free of materials and workmanship
  • Unlimited access to technical support
  • Free software and firmware upgrades
  • Coverage options: 1-year, 3-year

 

Calibration Service

 

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.

 

  • Comprehensive accuracy and quality checks
  • Perform complete calibration procedures if any measurement from check item is out of specification.
  • Calibration report and certificate of the calibrated instrument
  • On-site calibration service option is available

 

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.

 

  • IQ: Ensures that the instrument has been installed in accordance with standard steps and safety regulations
  • OQ: Checks the specifications of the listed parameters and confirms correct functionality of the instrument
  • PQ: Verifies that the instrument is working reproducibly within a specified working range. Ensures accuracy and precision of instrument