We encourage you to use our toll free telephone lines for information, orders, and consultations. Our quality products and services are available worldwide. Distribution is organized through companies specialized in the marketing and servicing of Helena's products.
Helena’s support continues long after we install your instrument. Our warranty and service agreements provide you with a highly trained staff for instrument maintenance and service assistance.
Helena has earned a reputation for outstanding customer support. Field Service Representatives are located throughout the U.S.A. and can be dispatched to provide on-site assistance when needed. Let Helena help you avoid unexpected downtime and expense. For information on service agreements or general service, call toll free 800-231-5663 and ask for Electronics Customer Service.
Instrument Support It is our sincere desire that your Helena instrument operate at its highest performance capability with a minimum of downtime. To this end, our Service Department, regarded as one of the industry’s best, provides around-the-clock emergency telephone support, prompt on-site service when needed, and a full array of service agreements for proper maintenance and calibration of instruments.
Telephone Support Services: To minimize instrument downtime, telephone support is available 24 hours a day, every day of the week. The resolution of instrument problems is expedited by our skilled phone technicians who will work with you to troubleshoot problems over the phone and, if needed, dispatch a field service representative to provide on-site service in your laboratory.
Field Service Support: Our Field Service Representatives are located in key cities throughout the United States, enabling us to respond quickly whenever on-site service is required. While on-site service is usually provided during business hours, at your request, service can be provided after hours, on weekends and holidays. Our Field Service Group has deservedly earned a reputation for experience, determination and commitment in providing the highest level of instrument support.
Helena Laboratories’ electronic instruments are warranted to be free from defects in workmanship. Liability under this warranty is limited to service or adjustment of the unit on-site or replacement of the unit, at the discretion of Helena Laboratories. On-site warranty service is provided at no charge during regular business hours, which are defined as Monday through Friday, 8:00 am to 5:00 pm, except national holidays. If service is requested to be performed outside of regular business hours and can be provided, the customer is responsible for labor and travel at Helena’s current rates. This warranty is effective for a period of six months (some instruments carry a one year warranty) from date of shipment to original purchaser, and does not cover faults caused by misuse, abuse, damage incurred in shipment, or acts of nature including but not limited to fires, floods, and electrical surges. This warranty does not cover damage due to malicious software, such as computer viruses, worms, Trojan horses, etc.
Service contracts are an effective method of insuring that your instrument is maintained to the highest standards. Several agreements are available, but if you don’t find one that suits your situation, we can design one just right for you.
Extended Warranty Service Agreement (EWSA)
This agreement extends the standard warranty coverage for instruments with six month warranties to a full one year and provides one scheduled preventive maintenance (PM) call. All provisions of the warranty remain in effect. Since during its first year of use an instrument experiences the greatest amount of “settle-in”, it is most important to have routine attention during that time. This contract is designed to provide that attention.
Consolidated Service Agreement (CSA)
This ‘blanket-protection’ agreement is the best way to prevent unplanned expenses should an instrument require emergency service. The Consolidated Service Agreement includes one scheduled PM calls as well as travel, labor and repair parts costs on all calls.
Comprehensive Replacement Agreement (CRA)
Designed for smaller instruments where factory service via overnight freight is more cost effective, this agreement offers the benefit of fast and easy instrument turnaround. Helena Laboratories will repair or replace your unit and pay the costs of shipping up to three times.
None of these agreements cover consumable item costs and some instruments may require pre-agreement service checkups at the customer’s expense.
|Instrument||Extended Warranty||Comprehensive Replacement|
|or Consolidated Service Agreement|
|Cat. No.||Cat. No.|
|Actalyke MINI-II||1197 - Comprehensive Replacement|
|Actalyke XL||1199 - Comprehensive Replacement|
|AggRAM Analyzer||1192 - Consolidated Service Agreement|
|AggRAM Module||1193 - Comprehensive Replacement|
|Cascade M||1194 - Comprehensive Replacement|
|Cascade M-4||1195 - Comprehensive Replacement|
|Cascade POC||1149 - Comprehensive Replacement|
|Elp Auto Sample Handler||1163||1165 - Consolidated Service Agreement|
|ESH Touch||1173||1175 - Consolidated Service Agreement|
|EWC||1147 - Comprehensive Replacement|
|Titan Plus||1150 - Comprehensive Replacement|
|ICHOR II||1190 - Consolidated Service Agreement|
|Mindray BC-3600 Analyzer||1196 - Consolidated Service Agreement|
|ProtoFluor Z||1147 - Comprehensive Replacement|
|QuickScan 2000||1167 - Comprehensive Replacement|
|QuickScan Touch||1168 - Comprehensive Replacement|
|QuickGel Chamber||1151 - Comprehensive Replacement|
|SPIFE Touch||1139||1140 - Consolidated Service Agreement|
|SPIFE 2000||1902 - Consolidated Service Agreement|
|SPIFE 3000||1144||1146 - Consolidated Service Agreement|
|SPIFE 4000||1154||1156 - Consolidated Service Agreement|
|SUREspot||1147 - Comprehensive Replacement|
|V8 Capillary||1180 - Consolidated Service Agreement|
*Comprehensive Replacement Agreement
Service manuals are available to assist you with instrument service and troubleshooting. As a courtesy to our customers, our Electronics customer Service Department is accessible via our toll free telephone line, 800-231-5663, to assist with service questions. Many problems can be resolved by simply calling one of our experienced phone technicians. There is no charge for this phone service.
|Actalyke MINI II||9134|
|CliniScan 2 (units w/SN 09xxx)||9156|
|Elp Auto Sample Handler||9157|
|I.O.D. - Incubator, Oven, Dryer||9136|
|REP w/Overhead Dryer||9161|
|REP Gel Processor||9150|
|Titan Plus Power Supply||9130|
|Titan Power Supply||9129|