Get answers to the most frequently asked questions regarding the warranty, support and service contracts on your instruments. We have compiled a set of FAQs and answers here.
If you do not find your answers,
New BD instruments include a one-year warranty to ensure consistent performance. The warranty starts 30 days from shipment or at installation, whichever occurs first, and is subject to the terms and conditions of your BD contract.
Balancing operational needs and costs is important. For support beyond the instrument warranty period, a variety of service agreements are available. The service team can help you choose the plan that best fits your lab requirements—from full-service coverage to repair on demand.
Full-service coverage provides support with a choice of five or seven days per week. Repair on demand offers service on a time and material basis.
BD instrument service contracts include features such as unlimited telephone support during phone support hours, unlimited on-site service repairs, guaranteed response time for some service contracts, spare parts, preventive maintenance and select software revision updates.
Specialized services, such as Installation Qualification and Operational Qualification (IQ/OQ), are available to help customers document the performance of their instrument.
To ensure that a customer’s instrument is ready to use when and where it is needed, BD Biosciences works closely with customers from planning to validation. This collaboration ensures that the new instrument is installed according to customer needs and is smoothly integrated into the lab environment.
Instrument delivery and installation are carefully orchestrated by our Field Service Engineers and Installation Coordinators. The coordination team contacts customers prior to an installation to establish a convenient installation date. Accessories (such as fluids) needed to set up the new instrument are sent to the site prior to installation. Delivery is handled by an experienced moving team that has the equipment necessary to safely unpack the instrument and maneuver it into the lab.
BD Field Service Engineers ensure that the instrument is properly installed and ready to use. This includes physical setup, software installation and performing routine calibration and diagnostics. An installation report is issued after performance is verified.
When necessary, pre-installation visits can be arranged to discuss installation requirements.
The Instrument Support team is the first point of contact for instrument-related issues and questions. Qualified staff members are available by phone to help triage issues and guide customers on maintenance activities. Staff members are equipped with remote troubleshooting technology in order to diagnose issues over the phone, thus reducing the need for an on-site visit by a Field Service Engineer and maximizing your instrument uptime.
From basic questions and telephone troubleshooting to on-site repairs, BD Biosciences professionals are available to take care of your inquiries in a timely and efficient manner to help maximize system uptime and support lab productivity.
When needed, a Field Service Engineer can be dispatched to your site to further diagnose and repair your BD instrument. Every effort is made to minimize downtime, and repairs are completed according to your service level agreement.
If an instrument is covered by a warranty or service contract, routine preventive maintenance is performed at the customer site periodically. Field Service Engineers ensure that the equipment is operating at peak performance as described in the product specifications. Routine maintenance includes replacement of consumables such as filters and tubing, and follows a prescribed schedule designed to keep the instrument working optimally.
To help customers take advantage of technological advances and still get optimal return on instrument investments, BD offers a variety of upgrade options.
Upgrade options can include computers, software or hardware aimed at improving instrument operation, laboratory workflow and productivity. Upgrades that typically add functionality to an instrument are performed for a fee.
Updates are sometimes performed by BD Field Service Engineers. Updates that optimize, improve or correct software functionality of an instrument are generally performed free of charge while under contract. Updates are also referred to as software revisions at times.
BD will not physically move your instrument. If your instrument has to be relocated from one laboratory space to another, BD Biosciences can help check the new site, prepare the instrument for the move, and re-install and test its operation at the new location. This service should be quoted and scheduled in advance.
An IQ/OQ certifies that an instrument performs according to its specifications in the environment where it is installed. BD Biosciences Field Service Engineers are trained to perform IQ/OQ procedures. This service should be quoted and scheduled in advance. There are discounts for IQ/OQ certification if you are either on a “premier” or “plus” plan.
