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Part of the Oxford Instruments Group
Recognising that our customers have different needs with respect to maintaining their scientific components and the long-term commitment that they make in choosing our instruments, Oxford Instruments have reengineered our repair service to offer more options to customers and to highlight the advantages of using OI service for servicing your component.
Going forward we will be offering multiple options to customers when customers contact us looking for support. All of our repair and upgrade options include a like new warranty.
For high energy components with exposed sensors, the investigate and fix model will be the only repair option available as these cameras work in conditions that preclude being able to offer either fixed price repair or refurbished options.
If your component is covered by warranty or you have a customer assurance plan (CAP) your repair/upgrade will be covered.
Our CAP plans provide an all inclusive coverage for components after their warranty has expired ensuring quick and rapid repair, as all costs are covered, your component is processed with priority in the factory, updated to the latest specification, a full quality control check and returned to you.
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We recognise that our customers have to balance their budgets and also the impact to their research when a component requires repair, in order to speed the turnaround time we will be offering to customers as a first option the possibility of a fixed price repair.
As our components designs evolve and update over time your component will also be upgraded to the latest specification when it is returned to the factory. The FPR option will cover the cost of any repair required on your component irrespective of damage found*, allowing customers to issue one PO and for work to start on the repair immediately once it has been received at our facility.
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OI maintains a stock of our most popular components, if your component is one of these models you will be offered in addition to the FPR option the possibility of ordering a fully refurbished component. Upon receipt of your purchase order we will immediately ship you a fully refurbished and updated component, upon receipt you may use the same packaging to return your original component.
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While OI develop and manufacture our components over long time periods at a certain period in their lifetime either subcomponents or the skills required to repair them become hard to source, we also periodically upgrade our designs during their lifetime for improved performance.
In these situations when a component requires repair we will offer to our customers the possibility of trading in their component for a newer model alongside our other options. If the camera is not available in stock, standard lead times will apply.
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Of course with our highly specialized components which operate in multiple scientific domains we will continue to offer a bespoke assessment and repair option for our customers which involves a return to factory, an investigation and a detailed quote for repair.
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