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Hi, response time, Zeiss Southern California USA, usually have an appointment on the same day as the phone call, service usually the next day or two, problem is usually resolved at the first meeting.
Sometimes parts have to be shipped to rectify problems and that is the rate limiting step.
In short, service is excellent for us as a service contract customer.
Cheers,
Brian D Armstrong PhD
Associate Research Professor
Director, Light Microscopy Core
Beckman Research Institute
City of Hope
Dept of Neuroscience
1450 E Duarte Rd
Duarte, CA 91010
626-256-4673 x62872
-----Original Message-----
From: Confocal Microscopy List [mailto:[log in to unmask]] On Behalf Of Mary Raven
Sent: Wednesday, March 12, 2014 12:08 PM
To: [log in to unmask]
Subject: service response time
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Dear Group
If you have a confocal instrument under a service contract, what response
time do you expect from 1) trouble call to the confirmation to schedule
service? 2) From trouble to service (ideally resolution)?
I imagine time from call to scheduling is vendor dependent and the time from
call to service is also effected by geography.
I'm trying to determine if my expectations are too high.
Thanks
Mary Raven
Microscopy Facility Director
Neuroscience Research Institute &
Molecular, Cellular & Developmental Biology
http://microscopy.nri.ucsb.edu
Phone: (805) 893 8702
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