|LABORATORY AUTOMATION SPECIALISTS|
HTZ provides a comprehensive range of support services to our customers within the UK
We can provide technical support on the full range of our products. Depending on the nature of the enquiry, initial contact will usually be via telephone. Any calls that we cannot answer directly will be logged in our call handling system so that we can keep track of all subsequent communications. If we cannot fix the problem over the phone, an on-site vist will be arranged for one of our engineers or product specialists as appropriate.
Wherever possible, it is desirable to arrange remote access to PCs controlling our pipetting robots. This will facilitate diagnosis of any issues and also enable us to make updates to software if required and install from backups in the case of catastrophic PC failures.
With 3 engineers available, we provide on-site service on either a contract or a non-contract basis.Our engineers are based across the UK so we can offer guaranteed and realistic response times throughout the UK and Eire. We are able to offer 3 types of service contracts for the complete Hook & Tucker Zenyx and HTZ product range.
Fully Inclusive Service Contract
Includes 1/2/3 or 4 preventative maintenance visits per annum, all emergency call outs and all parts except those items deemed consumable.
Inclusive Less Parts Service Contract
Includes 1/2/3/or 4 preventative maintenance visits per annum, all emergency call outs, labour and travelling but excludes all parts.
Preventative Maintenance Service Contract
Includes two preventative maintenance visits per annum. All emergency call outs and all parts will be chargeable. Contract holders attract a 20% discount off non-contract call out rates.
For the smaller systems, such as our bench top diluters, it is more cost effective to return the faulty units to our office for repair rather than pay for callout and travel charges. A quotation, if requested, will be sent before the work is commenced
All products are warranted for 12 months unless otherwise stated. For details of how our warranty policy applies to a specific product please contact our Technical Services manager.
Product and service training
A number of different training courses are provided and tailored to your specific requirements and can be performed on site or in our dedicated training centre. Topics on offer include:
Applications software training