Man-Tech QualityCARE - Service Support Options
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Instrumentation Support
Man-Tech knows that reliable instrument performance is paramount to our customers. Whether a repair is required (warranty or out of warranty), or you wish to purchase a service plan, we offer a number of options to meet your individual needs and ensure continued trouble-free operation of your equipment. Our team of qualified experts will do their utmost to repair and return your equipment in a prompt manner. We can help be recommending the best option for you. Your peace of mind is our priority!
Ian Robinson
National Service Manager
Download the complete Man-Tech QualityCARE booklet (PDF)
Our support network includes nationwide coverage by both sales and service/support personnel. We currently have a greater than 1:1 ratio of field service to sales staff that ensures you have local coverage for your service/support needs. Flexible service options are provided for the repair and maintenance for warranty and out-of-warranty equipment through:
| • U.S.-wide coverage • Competitive service rates • Individualized customer support • Installation and training • Full warranty support • In-House service |
• On-Site service • Loaner programs (when available) • Quality parts and accessories • Preventative Maintenance • Extended warranties • IQ/OQ |
Installation & Support
Our friendly field support personnel ensure that your equipment is professionally installed and that the users are successfully trained. All installation and training sessions are provided by our qualified specialists who understand your application requirements. Packages for these include:
• Instrument set-up and verification
• Standard training on the instrument & software
• Customized training
• Additional training for new applications or new operators
• Maintenance and troubleshooting
A quotation can also be provided specific to your needs for any of the above. For more information, please contact our Instrumentation Support Department at1-800-206-8116.
Technical Support
The Help You Need - When You Need It!
Unlimited Toll-Free Telephone/E-mail Assistance
Our Technical Support personnel provide in-depth and personalized help to customers with questions, issues or concerns pertaining to all equipment sold by Man-Tech. Our professional staff will help you with troubleshooting, and offer resources and advice that are timely, reliable and above all, cost efficient, because they are FREE!
If the problem cannot be resolved over the phone, as in the event of an equipment breakdown, we will have you speak with a service expert or an instrumentation specialist who will decide on the most appropriate course of action.
Call 1-800-206-28116
Email support@mantech-inc.com
Hours of Operation
Monday-Friday: 8:30 am to 5:00 pm EST
Service Support
All of our equipment comes with a minimum 1-year warranty!
Warranty
Instruments and equipment are warranted for a period of one year from the date of shipment, unless otherwise stated. This warranty covers defects in material and workmanship (parts and labor) under normal conditions of installation, use and maintenance, within the U.S., as described in the operator’s instructions (please refer to your equipment instruction manual). Servicing will be performed by factory-trained Man-Tech personnel, using only original manufacturer’s parts.
*This warranty does not cover consumables, expendable items or physical damage caused by misuse or abuse.
On Demand Equipment Repair
When a repair is required on your system we understand that you want the optimal combination of fast and quality service while being price conscious. To facilitate this, we offer a selection of repair options that will offer the best choice for your particular needs:
In-House Service
Equipment that is easily shipped may also be sent directly to the manufacturer for repair at an In-House rate. Upon completion of the repair, the unit is fully tested to ensure that it meets or exceeds manufacturers specifications prior to being shipped back to the customer.
On-Site Service
The malfunctioning equipment is repaired at the customer’s facilities at the On-Site rate.
Loaner Program
Many of our products are purposely designed with modular use in mind. Often this provides the optimal combination of ensuring that your system is still running while a repair is being performed on a module.
Quality Parts & Accessories
Each of our System Specialists can ensure that the system receives high quality parts. Our System Specialists are always aware our suppliers latest innovations, allowing them the ability to evaluate the system with any new modules in mind. This way we can ensure that our customers are made aware of our continuing adaptation to their needs. Upgrades to new software, hardware or applications can be discussed with any of our System Specialists. Individual parts can be purchased on an as needed basis. However, we highly recommend that you purchase typical spare parts that may be required for your equipment in order to facilitate speedy self repair of any minor problems that may arise. Please contact ManSci for questions, pricing, quotations or to place any orders required.
Extended Service Support
5 Service Options - The Choice is Yours!
We are aware of the importance of reliable instrument performance. Once your original factory warranty expires, Man-Tech offers 5 different plans to meet your individual needs and ensure the continued trouble-free operation of your equipment. Our team of qualified experts will do their utmost to repair and return your equipment in a prompt manner. For those laboratories that work in compliance with Good Laboratory Practice (GLP), our Service Department can recommend the best option for you. Your peace of mind is our priority!
On Demand Care
“On Demand” service is provided for equipment that is not covered by a warranty or an agreement. All repairs are covered by a 90-day warranty. Field and in-house representatives are readily available to repair and maintain all equipment sold by Man-Tech.
Field Service
Repairs are carried out on-site. This is ideal for equipment that is difficult to ship or should not be moved and for minimizing down time.
In-House Service
Equipment is repaired at our Facility. This rate for this service is more economical and is suited for equipment that can be easily shipped.
Scheduled Care
PM Contract – Purchase a PM Contract to budget for your yearly costs and to get additional benefits of being under contract. As above, depending on the nature of your equipment, the mileage it receives and the priority of the protocols it performs, customers choose to purchase contracts that require PM’s either one or two times per year. The visit(s) can be scheduled, at the discretion of the customer, any time during the year of the contract. A cost savings is realized when purchasing a contract versus Demand PM’s.
Extended Care
This standard extended warranty contract is best suited to customers that simply want to make certain that there are no surprise repair costs throughout the year.
Total Care
This option combines the benefits of an Extended Warranty Contract and Scheduled Care Contract. The standard contract includes a single preventative maintenance visit that is usually scheduled at the beginning of the contract period. This is the ideal contract for the customer that wants to ensure optimum performance of their instrument with fixed repair costs and little down-time.
Custom Care
Man-Tech can customize any type of agreement to meet your requirements and suit your instrument. For instance we can put together a comprehensive package that covers everything (excluding misuse or abuse) for a 3-year period. Your personal package can include consumables and expendables as well as two or more preventative maintenance visits. This option is entirely up to you and is completely adaptable to your individual needs!
| Benefits | On Demand Care | Scheduled Care | Extended Care | Total Care | Customized |
| Email/Phone Assistance |
Unlimited | Unlimited | Unlimited | Unlimited | Unlimited |
| Typical Duration | N/A | 1 Year | 1 Year | 1Year | Flexible |
| Required PM Parts | Not Included | Included | Not Included | Included | Flexible |
| On-Site Labor Serviceable Parts | Not Included | (In-House Service Rates) 10% Discount | Included | Included | Flexible |
| Preventative Maintenance | Not Included | 1 Visit | Not Included | 1 Visit | Flexible |
Download the complete Man-Tech QualityCARE booklet (PDF)
