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Hi Kalpana and others,

Thanks for chiming in. This warrants further discussion.

First, when I buy a setup, I own it. With all the parts. Period. I know
software may be different (SaS and other rental schemes). But hardware?

Second, I have sent numerous sCMOS cameras for seal/backfill fix (Andor,
Hamamatsu), and they never asked me if I actually owned the camera. If they
did, it was a fine print I ignored. Sorry. On the other hand, if they
(Andor) mark some cameras as "do not repair" because they sold them to
another company (MD) with a discount, who's to blame? I think this is dirty
practice from both, as it's the customer that gets ripped off.

That leaves us with the third possibility: If you can have the camera fixed
with the OEM (Andor), but violate the warranty (of MD), I'd go for it. In
that case I'd look for a third party that can service your instrument
without strings attached.

$0.02.

zdenek

On Tue, Aug 29, 2023 at 2:48 PM Kalpana Siriwardana (Andor Technology) <
[log in to unmask]> wrote:

> *****
> To join or leave the confocal microscopy listserv or to change your email
> address, go to:
> https://lists.umn.edu/cgi-bin/wa?SUBED1=confocalmicroscopy&A=1
> Post images on http://www.imgur.com and include the link in your posting.
> *****
>
> Hi everyone,
>
> I can certainly sympathize with those that mentioned the camera
> manufacturer being unable to directly repair the camera in your systems. I
> am part of the OEM sales team at Andor and I want you to know we take your
> concerns seriously. Please understand that in these situations, our hands
> are tied. The cameras in your high content systems are owned by the company
> you purchased the system from and therefore it is up to them how to handle
> the servicing/repairs for all components. They may offer you different
> service plans which include varying levels of coverage and Andor has no
> influence on these.
>
> We are always open to hearing your thoughts on how we can improve the
> customer experience. Please don't hesitate to contact me if you have any
> questions.
>
> Kalpana I. Siriwardana, Ph.D.
> OEM Sales Engineer – Americas East
>


-- 
-- 
Zdenek Svindrych, Ph.D.
Research Scientist - Microscopy Imaging Specialist
Department of Biochemistry and Cell Biology
Geisel School of Medicine at Dartmouth