Customer Service and Support

Benefits of Phase Technology Customer Service:

• FAST Response: Phase Technology responds to customers within 24 hours* after notification of problem. No delays, no waiting for answers.
• BEST Solution: Working directly with Phase Technology gives customers complete access to the scientists who design and build the analyzer. No one knows our analyzers better than we do.
• FREE Technical Support: Our customer service team is available to answer any questions. We provide troubleshooting and helpful operating tips.
• Shipping Help: If a repair at our service center is necessary, we work with customers to complete any necessary shipping documents. This speeds up delivery and clearance through customs.
• Warranty Protection: Opening a Phase Technology analyzer without authorization voids the warranty. Only trained Phase Technology service technicians are properly equipped to make repairs to our analyzers.

Phase Technology customer support is always just a click away – 24/7. The fastest and best way to contact us to ask a question or report a problem is via our computerized incident tracking system. Contact our team at customer_service@phase-technology.com

When you email us, your message is entered directly into our fully automated incident tracking system so that we have quick, easy access to details about your inquiry.

After you email us, you’ll receive an instant acknowledgement with a tracking number for future reference. A Phase Technology technician will then respond to you directly within one business day.*

If we are unable to resolve the problem on the phone or via email, a service technician will issue a returned materials authorization (RMA) number and details about shipping the analyzer back to us. We’ll assists in preparation of shipping documents if necessary.

We realize that parts can wear out over time or unexpected problems can happen. In the event that a repair may be necessary, contact Phase Technology for a returned materials authorization (RMA) number and a cost estimate.

When we receive your instrument, we make every effort to repair your analyzer as quickly as possible. After an incoming assessment, we will provide a service estimate for your approval. We then perform the necessary repairs, fully re-calibrate your analyzer (if necessary), and conduct a final check and gate review before shipping back to you.

Should you need a service rental analyzer in the meantime, we are happy to make the necessary arrangements to ensure that your lab remains up and running.