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Pickering Laboratories Guaranteed Chemistry

Customer Service & Technical Support

Pickering Laboratories has earned the reputation as an innovator in post-column LC technology: chemistry, columns, reagents, and derivatization instruments. We support and advise our users beyond the warranty period, ensuring that their chromatograms reflect current standards of quality and reproducibility.

All post-column systems manufactured by Pickering Laboratories are fully supported with expert technical service. They are backed by a one year warranty against defects in materials or workmanship. Ion-exchange columns are warranted for 90 days.

On this page you will find detailed information on Customer Services:

Technical Assistance

Installation and Training

Product Returns

Factory Repairs

Field Service

Instrument Recertification

Column Testing and Repacking Services

Technical Assistance

For technical questions concerning products in this catalog please contact Pickering Laboratories and ask for Technical Support. Pickering has authorized distributors and service representatives in various parts of the world. You may find service faster or more convenient from your local representative, especially if that is where you purchased your Pickering products.

Within the U.S: 1 800 654 3330
From outside of the U.S: +650 694 6700
Facsimile: +650 968 0749
e-mail: support@pickeringlabs.com

For technical assistance on Pickering systems or consumables in use in your laboratory, call Technical Support. If the problem is manifest in your chromatogram, we may ask that you Fax a copy with operating conditions detailed.

See our FAQ pages for answers to Frequently Asked Questions about using and maintaining Pickering products.

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Installation and Training

We encourage you to take advantage of Pickering Laboratories' individualized two or three-day installation and training courses. For an all-inclusive fee we can provide post-column system installation and training at your site by an experienced chemist from Pickering Laboratories. The training includes performing analyses, routine maintenance and troubleshooting, and chromatogram interpretation.

Some of our authorized distributors offer their own training and installation services. Pickering has trained many local service engineers, and supports them fully on behalf of our distributors and re-sellers.
Whenever you buy installation and training by Pickering Laboratories, please call Technical Support early to schedule our visit to your site. This is especially important if you buy installation through a distributor, because we need to hear all the details directly from you. (Sometimes our distributors forget to tell us vital information like names, telephone numbers and delivery dates.)

Individually-tailored courses are also given at our facility in Mountain View, California. Please telephone or fax with your requirements, and we will advise cost and schedule.

Video Instruction – Operation of the Pinnacle PCX

Click here for a seven minute instructional video.

 

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Product Returns

Before returning a product for any reason, please

Phone or Fax requesting a Returned Goods Authorization Number

Provide a Purchase Order Number for product returns intended for service and repair.

Package the product so that it will arrive undamaged. Use the original packing if possible. If in doubt, please call. Pickering Laboratories cannot assume responsibility for goods which arrive, that have been damaged in shipment.

   

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Factory Repairs

Pickering offers factory repair for any of our instruments. We will clean, re-build or replace components as necessary in our judgment, then test the instrument to make certain that the original problem has been solved.

For ordinary repairs, we will charge for shipping, parts and labor (shop rate). We will return your instrument by the same means of shipping as we received it.

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Field Service

Because of our limited personnel, we prefer to resolve problems without site visits, but when that just is not enough, we will schedule a site visit with you. Call for a quotation for domestic and international field service.

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Instrument Recertification Service

Pickering offers factory repair for it’s instruments (PCX Models 5200, 5100 and 3100). We will re-build or replace components as necessary in our judgment, then test the instrument to make certain that the original problem has been solved. For repairs, we will charge for shipping, parts and labor (current
shop rate).

What is Required: Obtain a Return Goods Authorization No. (RGA) and a Health and Safety Declaration form. When the instrument is returned it must have the RGA noted on the outside of the box and a completed Health and Safety Declaration, with the instrument. To expedite your repair we request the instrument is returned with a purchase order for the cost to evaluate the system (current shop rate).

What is Done: Upon arrival we will evaluate your system to generate an estimated cost for repairs. Once we have your approval we will complete the repair. We will replace damaged parts, pressure test the instrument, and then test the instrument to confirm the system meets the products original manufacturer’s specification.

What you get: The minimum parts replaced are: Restrictor(s), Seal(s) and Filters. If we test the instrument to determine that it meets the original manufacturer’s specification, we will warranty the instrument for 1 year on all the parts that were replaced. If you request that we do not complete this test we will not warranty our work.

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Column Repacking Service

If you have determined, or suspect that the performance of your Pickering cation-exchange column or guard has degraded, consider our Repacking Service before purchasing a new column. Columns eligible for repacking include the Pickering amino acid, glyphosate and polyamine columns and their respective guards. Symptoms which suggest that it might be time to repack are peak broadening generally inferior resolution of peaks excessive back-pressure significant retention time shifts.

These malfunctions are usually the result of Irreversible contamination by proteins, oils, or other sample-borne materials backflow of post-column reagents into the column excessive flow rate, resulting in over-pressurization of the column the use of eluants containing a small percentage of organic solvent, e.g. methanol solid material blocking the frits. If you are not certain that the column or guard must be repacked, Pickering will test it for a service fee, freight or postage prepaid. This fee will be credited to any consequent repacking cost if tests indicate that repacking is needed.

For this repacking service, Pickering will charge 75% of the current list price of that particular column or guard.
Repacked and tested columns and guards carry the same warranty as new columns and guards.

Analytical columns will be repacked only one time. Each column has its own distinctive serial number, so we can advise you if your column has had this service before. Although guard columns are not serialized, we recommend a one-time re-packing for them, as well.  But, no matter in what condition we find it, your old column will always have some value. If the column requires repacking, and the metal tubing and fittings are judged by Pickering to be damaged or corroded beyond re-use, then the entire column will be replaced. This exchange will amount to a "trade-in." Pickering Laboratories will accept your old column in trade, and charge 85% of current list price for its replacement.

Please contact Pickering for a Return Authorization Number and a cost estimate prior to returning the column for service or inspection. Payment will be requested under the terms applicable to your account. For most of our U.S. customers and international representatives, a Purchase Order Number will be accepted as the authorization to proceed with the service.