Welcome to Biochrom Customer Support
At Biochrom, we understand the importance of great customer support.
Our experienced technical support and service teams are dedicated to providing outstanding support and global cover for our customers.
To contact us from the USA, Canada or Mexico, please e-mail support@biochrom-us.com or call +1 508 893 8999 or use our contact form. To contact us from everywhere else, please e-mail support@biochrom.co.uk or call +44 1223 427890 or use our contact form.
Technical Support
Biochrom provides direct technical support by phone and e-mail through our technical support centres in the UK and USA. The technical teams are here to help you with your questions on applications, software, maintenance and service. You can also find a lot of useful information in our FAQ resource section.
If you like to email us a question, please use our contact form.
FAQS
For fast online help please search our FAQ database. User manuals and other useful information can be accessed here.
If you are unable to find what you need, please contact the technical support team for further assistance and they will be pleased to help.
Training
As part of our commitment to customer support, Biochrom runs regular user training programmes for AAA customers.
We also provide regular service training programs for our AAA, Spectrophotometer and Microplate dealers.
For full details and available dates of our training courses; please see the enclosed PDF programme or contact our technical support team for further information.
Contact us
Service Centre
Instrument Service
Affordable repairs, planned maintenance, calibration and upgrades are all available for your spectrophotometer, colorimeter, microplate instrumentation and verification plates at the Biochrom service centre in Cambridge.
Our return to workshop service facility offers comprehensive and cost effective service solutions for you.
With clear upfront fixed flat rate fees on repairs that cover all parts and labour; you will have full control over your lab costs.
To return you instrument to our workshop, please follow the step by step instructions in our returns section and obtain a returns authorisation number from us.
All our calibration checks are carried out with calibrated reference standards.
For customers in the USA, a local repair service is also available. Please contact support@biochrom-us.com for further information on this.
Our extensive distribution network is trained to provide local service and repair in most countries.
To locate your nearest service agent please see our 'where to buy pages'.
For any queries on our service facility, please contact support@biochrom.co.uk
AAA Column Cleaning
Customers with our Bio 20 and Bio 30 Amino acid analyser instruments; can also return your columns to us for cleaning and repacking. Please follow the step by step instructions in our returns section and obtain a returns authorisation number from us.
Service Contracts and Warranty
This section provides information on our service contract options, instrument installation, IQ/OQ Installation Qualification and extended warranty options.
AAA Service Contracts
Biochrom offers a range of affordable service options for your Amino Acid Analyser.
The Biochrom 30 Fully Comprehensive Maintenance Contracts are our most comprehensive support coverage for labs requiring high sample throughput and maximum uptime. They include pre-arranged visits to perform full system service as per instrument service schedule with subsequent test of chromatography and all parts and labour costs (excluding consumables). Contract customers also benefit from a 10% discount on any consumables and chemicals and a priority response in case of breakdown.
For labs seeking a balance between essential support and cost, we offer single Preventative Maintenance Visits. These include a full system service and subsequent test of chromatography.
Spectrophotometer Service Contracts
Biochrom is also pleased to offer annual on site preventative maintenance solutions for our Libra UV/VIS range of instruments. For details on this, please contact us at support@biochrom.co.uk.
Installations
Biochrom has the validation products and expertise necessary to meet your lab compliance commitments.
IQ/OQ documentation covering instrumentation and software is available for our AAA and Libra UV/VIS spectrophotometer ranges and our fully trained engineers have the expertise complete the process for you.
Extended warranty
Our extended warranty options provide affordable protection against unscheduled instrument servicing costs. For details on these and to discuss your options, please contact the technical support team.
