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You are in: Home | Servicing | Hplc-gc-service | Service FAQs
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Q. Can I have the Service
Agreement that I want?
A.
Yes! All too often we here of customers getting
roped into extras that they didn’t want or
not getting exactly what they expected.
We aim to give you the level of service that you
require. The service agreement levels should be
viewed as a starting point only which can then be
tailored to your requirements.
Q. Do your Service Agreements
include Parts and Breakdowns?
A. Our Service Agreements are designed
to build from the basics upwards. The Bronze, Silver
and Gold Agreements include 1 or more PM visits
and a discounted Call Out fee. YOU specify inclusions,
e.g. whether you want PM parts, All parts, some
Call Outs or All Call Outs included.
Q. Will you supply complete PM kits, or can
I specify which parts are fitted?
A. Preventative Maintenance parts
are supplied to our engineers based on a percentage
probability of usage.
At the quotation stage, we can provide you with
a document showing the PM parts for each instrument,
there probability of usage and ultimately the estimated
cost per instrument.
Our Service Management software allows us to capture
any of your specific requirements as well. For example,
some customers prefer to change their own lamps.
Q. Do I have to contact you to arrange my
Preventative Maintenance visit?
A. No. All you have to do is tell
us in which month/s you will require the PM visit
when you place the order for your service agreement.
We will contact you between 4 and 6 weeks before
the PM month to arrange a mutually convenient time
for the visit to happen.
Q. My current supplier charges travel time
by the hour so I never know how much a Call Out
is going to cost until the engineer has arrived.
A. You need to know accurately how
much an engineer call out is going to cost, so that
you can justify the call!
At Jaytee we offer a fixed Call Day charge which
INCLUDES TRAVEL and LABOUR for 1 day of an engineers
time. Save money by getting 2 instruments repaired
on the same day (still deemed as 1 Call Day).
Q. For compliance reasons I need to audit
my service provider.
A. At Jaytee we welcome customer
audits. The fact that we have received a 100% pass
from one of our customers proves that we are a quality
driven company focussed very much on compliance
within our market sector.
Q. How do you know that the standards that
you provide for calibration are compliant?
A. We manufacture our own standards
within our laboratory at our Whitstable facility.
These standards are tested on our own equipment,
which is maintained in exactly the same manner as
a normal service agreement. With a regime such as
this, we maintain control and traceability throughout.
Q. I like to have the same engineer because
he knows my instrument history.
A. Although we actively encourage
our engineers to build good customer relationships
we are also well aware that response time can be
critical. Flexibility with knowledge is the key
- we believe we achieve this by keeping our engineers
informed via highly informative documentation and
continual dialogue.
Q. I would like to know at a glance my instrument
reliability, and I want to make the right decision
when replacing systems.
A. We are often asked this question
because reliability is often perceived rather than
proven. Jaytee can provide customised instrument
/ system / location History Reports showing costs
and downtime (from call to fix) simplifying your
decision or justification.
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