What's covered in a service plan?

Open qPCR service plans are available for 2 year, 3 year, and 5 year durations.

What's covered

All repairs for the duration of the plan

Should your Open qPCR instrument malfunction or break down, we'll repair it at no charge to you. The only exception is if damage is due to abuse such as dropping, water damage, fire, or similar.

Shipping for repairs within the United States

If you purchase a service plan and are located in the United States, we'll cover ground shipping of your instrument to our service center, as well as the return shipping of the repaired unit. You may elect to pay for faster shipping methods if you wish.

If you are located outside the United States or in US territories, you will be responsible for the cost of shipping the unit to our US service center, and we'll cover the cost of shipping the repaired unit to you.

Hot-swaps

Many customers use their Open qPCR in mission-critical environments. Hot-swaps allow you to minimize downtime. Should your Open qPCR require repair, you'll have two options:

1. You may send it in for repair, wait for it to be repaired, and have your original unit be returned to you once repair is complete. Repairs are generally completed within 14 calendar days of instrument receipt.
2. You may opt for a "hot-swap": once we receive your unit, we'll send you a refurbished unit as a permanent replacement. The refurbished unit will be tested to meet the same performance standards as newly manufactured devices, and will be covered by the same service plan you originally purchased for the remainder of the plan.

If you elect a hot-swap, and would like your replacement unit sent before we receive your defective unit, we will do so (pending availability) if you provide a credit card authorization for a new unit. Your credit card will not be charged unless you fail to ship your defective device to us within 5 business days, or your defective device is not covered under the service plan due to abuse from dropping, water damage, fire, or similar.

What if I don't purchase a service plan?

All Open qPCR units ship with a one year limited warranty, which covers failure due to defects in manufacturing. If a failure occurs, you will be responsible for the cost of shipping to and from the US service center. For instruments outside of warranty, we'll require a credit card authorization (subject to change but currently $1,500 for single channels, $2,000 for dual channels) to initiate a repair. You will only be charged for the actual cost of repairs.

If the cost of repairs will exceed the deposit, we'll notify you of the cost first. You may then elect to proceed with repairs, or pay a $250 evaluation fee (subject to change) and have the unrepaired unit sent back to you. It is rare that repairs exceed $1,500 for singles / $2,000 for duals, but sometimes occurs.