field service for Coherent and SP NIR lasers

[Gavin Rumbaugh]

Hello,

This message is in response to the suggestion that Spectra Physics NIR pulsed lasers for multi-photon microscopy nearly always require the user to send the laser cavity back to the factory for service. In my experience, this is not the case.

I have used Coherent and SP lasers (Chameleon Series and Mai Tai Series) for more than seven years now. Routine service to each laser can be performed in the field. Actually, Coherent lasers are more "closed" than similar product from SP.  This is why Coherent has a laser replacement policy, because most work requires the product to shipped to their factory in Scotland (as was explained to me by a Coherent engineer). In contrast, SP Mai Tai is more modular in its design, allowing major service and even technological upgrades in the field. In my case, SP was able to  upgrade the Mai Tai HP to a DeepSee version in the field. This upgrade took a few hours, and my system was only down for an afternoon. I have now been informed by SP that its is very likely that my laser can be further field-upgraded to the EHP version. Thus, because of SP's modular design, service is less of an intrusion and the user has an upgrade path. This upgradability is not necessary available on similar Coherent products, which is a plus for SP, as pulse-NIR laser technology evolves rapidly.

I have no bias toward either company. I currently own each laser and am completely happy both the Vision II and the DeepSee. I only wish to provide an honest comparison of both companies; from sales to use to service. The companies are both excellent and provide top-notch sales and service support. The technology that each offer is similar (i would give the edge to SP now, but this could change in six months). One major difference between the companies that i have seen is in their sales structure. It appears that Coherent uses more of a sales rep structure, while SP uses field-sales engineers. The former being salesman with knowledge of lasers and the later being engineers (or PhDs ) with knowledge of sales. Personally, i would rather work with a scientist or engineer.

Any one with similar or different experiences?

All the best, Gavin


Gavin Rumbaugh, PhD
Assistant Professor
Department of Neuroscience, #3C2
The Scripps Research Institute
Jupiter, FL    33458
205-306-7096
[hidden email]

[Andreas Bruckbauer]

Hello,
i just want to add that Spectra Physics (UK) also offered me to get the laser under a service contract after it was out of a contract for a while. They checked the laser (working hours, different parameters) and then offered the service contract similar to what George reported from Coherent. So far i had  only good experiences with Spectra Physics, the local service engineer always responds quickly if there is an issue. So far all problems could be quickly solved over the phone. We also got the deepsee upgrade in the field.

best wishes

Andreas

-----Original Message-----
From: Gavin Rumbaugh <[hidden email]>
To: [hidden email]
Sent: Mon, 12 Jul 2010 14:33
Subject: field service for Coherent and SP NIR lasers

Hello,





This message is in response to the suggestion that Spectra Physics NIR pulsed 


lasers for multi-photon microscopy nearly always require the user to send the 


laser cavity back to the factory for service. In my experience, this is not the 


case. 





I have used Coherent and SP lasers (Chameleon Series and Mai Tai Series) for 


more than seven years now. Routine service to each laser can be performed in the 


field. Actually, Coherent lasers are more "closed" than similar product from SP.  


This is why Coherent has a laser replacement policy, because most work requires 


the product to shipped to their factory in Scotland (as was explained to me by a 


Coherent engineer). In contrast, SP Mai Tai is more modular in its design, 


allowing major service and even technological upgrades in the field. In my case, 


SP was able to  upgrade the Mai Tai HP to a DeepSee version in the field. This 


upgrade took a few hours, and my system was only down for an afternoon. I have 


now been informed by SP that its is very likely that my laser can be further 


field-upgraded to the EHP version. Thus, because of SP's modular design, service 


is less of an intrusion and the user has an upgrade path. This upgradability is 


not necessary available on similar Coherent products, which is a plus for SP, as 


pulse-NIR laser technology evolves rapidly.





I have no bias toward either company. I currently own each laser and am 


completely happy both the Vision II and the DeepSee. I only wish to provide an 


honest comparison of both companies; from sales to use to service. The companies 


are both excellent and provide top-notch sales and service support. The 


technology that each offer is similar (i would give the edge to SP now, but this 


could change in six months). One major difference between the companies that i 


have seen is in their sales structure. It appears that Coherent uses more of a 


sales rep structure, while SP uses field-sales engineers. The former being 


salesman with knowledge of lasers and the later being engineers (or PhDs ) with 


knowledge of sales. Personally, i would rather work with a scientist or 


engineer.





Any one with similar or different experiences?





All the best, Gavin 








Gavin Rumbaugh, PhD


Assistant Professor


Department of Neuroscience, #3C2


The Scripps Research Institute


Jupiter, FL    33458


205-306-7096


[hidden email]=

[Armstrong, Brian]

Hi, I can add that my experience was identical to George’s and that Coherent replaced our Chameleon in a manner that resulted in our 2P capabilities being down for just a few hours.

Chameleon support has been excellent.

 

I would not be too surprised to hear that Spectra Physics matches this service.

 

Cheers,

 

Brian D Armstrong PhD

Light Microscopy Core Manager

Beckman Research Institute

City of Hope

Dept of Neuroscience

1450 E Duarte Rd

Duarte, CA 91010

626-256-4673 x62872

http://www.cityofhope.org/research/support/Light-Microscopy-Digital-Imaging/Pages/default.aspx

---

From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Andreas Bruckbauer
Sent: Tuesday, July 13, 2010 2:28 AM
To: [hidden email]
Subject: Re: field service for Coherent and SP NIR lasers

 

Hello,
i just want to add that Spectra Physics (UK) also offered me to get the laser under a service contract after it was out of a contract for a while. They checked the laser (working hours, different parameters) and then offered the service contract similar to what George reported from Coherent. So far i had  only good experiences with Spectra Physics, the local service engineer always responds quickly if there is an issue. So far all problems could be quickly solved over the phone. We also got the deepsee upgrade in the field.

best wishes

Andreas

 

 

 

-----Original Message-----
From: Gavin Rumbaugh <[hidden email]>
To: [hidden email]
Sent: Mon, 12 Jul 2010 14:33
Subject: field service for Coherent and SP NIR lasers

Hello,

This message is in response to the suggestion that Spectra Physics NIR pulsed 

lasers for multi-photon microscopy nearly always require the user to send the 

laser cavity back to the factory for service. In my experience, this is not the 

case. 

I have used Coherent and SP lasers (Chameleon Series and Mai Tai Series) for 

more than seven years now. Routine service to each laser can be performed in the 

field. Actually, Coherent lasers are more "closed" than similar product from SP.  

This is why Coherent has a laser replacement policy, because most work requires 

the product to shipped to their factory in Scotland (as was explained to me by a 

Coherent engineer). In contrast, SP Mai Tai is more modular in its design, 

allowing major service and even technological upgrades in the field. In my case, 

SP was able to  upgrade the Mai Tai HP to a DeepSee version in the field. This 

upgrade took a few hours, and my system was only down for an afternoon. I have 

now been informed by SP that its is very likely that my laser can be further 

field-upgraded to the EHP version. Thus, because of SP's modular design, service 

is less of an intrusion and the user has an upgrade path. This upgradability is 

not necessary available on similar Coherent products, which is a plus for SP, as 

pulse-NIR laser technology evolves rapidly.

I have no bias toward either company. I currently own each laser and am 

completely happy both the Vision II and the DeepSee. I only wish to provide an 

honest comparison of both companies; from sales to use to service. The companies 

are both excellent and provide top-notch sales and service support. The 

technology that each offer is similar (i would give the edge to SP now, but this 

could change in six months). One major difference between the companies that i 

have seen is in their sales structure. It appears that Coherent uses more of a 

sales rep structure, while SP uses field-sales engineers. The former being 

salesman with knowledge of lasers and the later being engineers (or PhDs ) with 

knowledge of sales. Personally, i would rather work with a scientist or 

engineer.

Any one with similar or different experiences?

All the best, Gavin 

Gavin Rumbaugh, PhD

Assistant Professor

Department of Neuroscience, #3C2

The Scripps Research Institute

Jupiter, FL    33458

205-306-7096

[hidden email]=

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