10 | Chapter 1: Introduction
BioTek Instruments, Inc.
Product Support & Service
A superior support staff backs all of BioTek’s products. If your instrument(s) or software
ever fails to function perfectly, if you have questions about how to use or maintain it, or if
you need to send an instrument to BioTek for service or repair, please contact our
Technical Assistance Center (TAC).
Contacting the Technical Assistance Center
Our Technical Assistance Center is open from 8:30 AM to 5:30 PM (EST), Monday
through Friday, excluding standard U.S. holidays. You can send a fax or an e-mail
any time.
Phone: 800-242-4685 (in the U.S.) or 802-655-4740 (outside the U.S.)
Fax: 802-655-3399
E-Mail: tac@biotek.com
Please be prepared to provide the following information:
• Your name and company information
• A daytime phone or fax number, and/or an e-mail address
• The product name, model, and serial number
• The software part number and basecode version (available via the
keyboard by selecting
UTIL TESTS CHKSUM)
• For troubleshooting assistance or instruments needing repair, the specific
steps that produce your problem and any error codes displayed (see also
Chapter 6, Troubleshooting and Error Codes)
Returning Instruments for Service/Repair
If you need to return an instrument to BioTek for service or repair, please
contact the TAC for a Return Materials Authorization (RMA) number before
shipping the instrument. Repackage the instrument properly (see
Chapter 2,
Installation), write the RMA number on the shipping box, and ship to this
address:
BioTek Instruments, Inc.
Technical Assistance Center
100 Tigan Street
Highland Park
Winooski, Vermont 05404 USA
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