4 | 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 properly, 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: 802-654-0638
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
• For troubleshooting assistance or instruments needing repair, the specific
steps that produce your problem, and any error codes displayed (see also
Appendix C, 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.
ATTN: RMA# xxxxx
100 Tigan Street
Highland Park
Winooski, Vermont 05404 USA
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