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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.
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Product Returns
Before returning a product for any reason, please
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Phone or Fax requesting a Returned Goods Authorization Number
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Provide a Purchase Order Number for product returns intended
for service and repair.
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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
These malfunctions are usually the result of
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Irreversible contamination by proteins, oils, or other sample-borne
materials
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backflow of post-column reagents into the column
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excessive flow rate, resulting in over-pressurization of the
column
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the use of eluants containing a small percentage of organic
solvent, e.g. methanol
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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
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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.
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Our highest priority: your chromatogram
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