service response time

[Mary Raven]

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Dear Group
If you have a confocal instrument under a service contract, what response
time do you expect from 1) trouble call to the confirmation to schedule
service? 2) From trouble to service (ideally resolution)?

I imagine time from call to scheduling is vendor dependent and the time from
call to service is also effected by geography.

I'm trying to determine if my expectations are too high.
Thanks

Mary Raven
Microscopy Facility Director
Neuroscience Research Institute &
Molecular, Cellular & Developmental Biology
http://microscopy.nri.ucsb.edu
Phone: [phone]

[Vladimir Ghukasyan-2]

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Hi Mary,

Our regional tech support for Zeiss sets very high standards. Usually, the
service is scheduled within a week after the request. Tech engineer
evaluates the situation and comes well equipped with spare parts that may
be required (if available). In most of the cases, resolution is provided
within a single visit. This is not the case for other vendors and may take
2 weeks for the first visit and, depending on the problem, weeks to months
to full resolution.

Best,
Vladimir



On Wed, Mar 12, 2014 at 3:07 PM, Mary Raven <[hidden email]>wrote:

> *****
> To join, leave or search the confocal microscopy listserv, go to:
> http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
> *****
>
> Dear Group
> If you have a confocal instrument under a service contract, what response
> time do you expect from 1) trouble call to the confirmation to schedule
> service? 2) From trouble to service (ideally resolution)?
>
> I imagine time from call to scheduling is vendor dependent and the time
> from
> call to service is also effected by geography.
>
> I'm trying to determine if my expectations are too high.
> Thanks
>
> Mary Raven
> Microscopy Facility Director
> Neuroscience Research Institute &
> Molecular, Cellular & Developmental Biology
> http://microscopy.nri.ucsb.edu
> Phone: [phone]
>

[Armstrong, Brian]

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Hi, response time, Zeiss Southern California USA, usually have an appointment on the same day as the phone call, service usually the next day or two, problem is usually resolved at the first meeting.
Sometimes parts have to be shipped to rectify problems and that is the rate limiting step.
In short, service is excellent for us as a service contract customer.
Cheers,

Brian D Armstrong PhD
Associate Research Professor
Director, Light Microscopy Core
Beckman Research Institute
City of Hope
Dept of Neuroscience
1450 E Duarte Rd
Duarte, CA 91010
626-256-4673 x62872



-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Mary Raven
Sent: Wednesday, March 12, 2014 12:08 PM
To: [hidden email]
Subject: service response time

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
*****

Dear Group
If you have a confocal instrument under a service contract, what response
time do you expect from 1) trouble call to the confirmation to schedule
service? 2) From trouble to service (ideally resolution)?

I imagine time from call to scheduling is vendor dependent and the time from
call to service is also effected by geography.

I'm trying to determine if my expectations are too high.
Thanks

Mary Raven
Microscopy Facility Director
Neuroscience Research Institute &
Molecular, Cellular & Developmental Biology
http://microscopy.nri.ucsb.edu
Phone: [phone]


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[Callahan, Linda]

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Hi,

Response time for Olympus America for Western New York is excellent.    Service is prompt, fully informed for the system that we are calling in regards to,
and the service call accommodates our user's experimental needs when possible.   Service rectifies the problem the first time due to multiple conversations
and troubleshooting prior to service coming on-site.  Our longest downtime for our confocal has been 4 days from the time the scope went down.    

Linda M Callahan, PhD
URSMD Light Microscopy Resources
University of Rochester Medical Center
Rochester, New York



________________________________________
From: Confocal Microscopy List [[hidden email]] On Behalf Of Armstrong, Brian [[hidden email]]
Sent: Wednesday, March 12, 2014 5:02 PM
To: [hidden email]
Subject: Re: service response time

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*****

Hi, response time, Zeiss Southern California USA, usually have an appointment on the same day as the phone call, service usually the next day or two, problem is usually resolved at the first meeting.
Sometimes parts have to be shipped to rectify problems and that is the rate limiting step.
In short, service is excellent for us as a service contract customer.
Cheers,

Brian D Armstrong PhD
Associate Research Professor
Director, Light Microscopy Core
Beckman Research Institute
City of Hope
Dept of Neuroscience
1450 E Duarte Rd
Duarte, CA 91010
626-256-4673 x62872



-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Mary Raven
Sent: Wednesday, March 12, 2014 12:08 PM
To: [hidden email]
Subject: service response time

*****
To join, leave or search the confocal microscopy listserv, go to:
https://urldefense.proofpoint.com/v1/url?u=http://lists.umn.edu/cgi-bin/wa?A0%3Dconfocalmicroscopy&k=lmxj0uloiQslubycBXSv7A%3D%3D%0A&r=9sNeUTw6RXH8eCflEpcUt7odad9xKvzwrBOEFfVSNJEsmTQrqhXgO0OOqmSJZ5er%0A&m=Gvxfl%2B6ZqOcPH0W3P2KJNsWXA9yTqyvcll4fcADSog8%3D%0A&s=b5af1ffe5bd047f69365c8baaf01659eb6a5a5de72dc8bb708ad2f95900f18c4
*****

Dear Group
If you have a confocal instrument under a service contract, what response
time do you expect from 1) trouble call to the confirmation to schedule
service? 2) From trouble to service (ideally resolution)?

I imagine time from call to scheduling is vendor dependent and the time from
call to service is also effected by geography.

I'm trying to determine if my expectations are too high.
Thanks

Mary Raven
Microscopy Facility Director
Neuroscience Research Institute &
Molecular, Cellular & Developmental Biology
https://urldefense.proofpoint.com/v1/url?u=http://microscopy.nri.ucsb.edu/&k=lmxj0uloiQslubycBXSv7A%3D%3D%0A&r=9sNeUTw6RXH8eCflEpcUt7odad9xKvzwrBOEFfVSNJEsmTQrqhXgO0OOqmSJZ5er%0A&m=Gvxfl%2B6ZqOcPH0W3P2KJNsWXA9yTqyvcll4fcADSog8%3D%0A&s=29d285ce1307fe679f00f1bd92984c4249c9d5e151e0551663620ce8b7d9b7bc
Phone: [phone]


---------------------------------------------------------------------
*SECURITY/CONFIDENTIALITY WARNING:
This message and any attachments are intended solely for the individual or entity to which they are addressed. This communication may contain information that is privileged, confidential, or exempt from disclosure under applicable law (e.g., personal health information, research data, financial information). Because this e-mail has been sent without encryption, individuals other than the intended recipient may be able to view the information, forward it to others or tamper with the information without the knowledge or consent of the sender. If you are not the intended recipient, or the employee or person responsible for delivering the message to the intended recipient, any dissemination, distribution or copying of the communication is strictly prohibited. If you received the communication in error, please notify the sender immediately by replying to this message and deleting the message and any accompanying files from your system. If, due to the security risks, you do not wish to receive further communications via e-mail, please reply to this message and inform the sender that you do not wish to receive further e-mail from the sender. (fpc5p)
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[Craig Brideau]

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My own observations and experience show that it really depends on who your
local rep and service team are.  Getting opinions from across the globe is
probably not as useful as finding out the buzz for your local area.  I'd
ask your potential vendor about other customers in your area, then go talk
to them and find out what they say.

Craig Brideau


On Wed, Mar 12, 2014 at 3:43 PM, Callahan, Linda <
[hidden email]> wrote:

> *****
> To join, leave or search the confocal microscopy listserv, go to:
> http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
> *****
>
> Hi,
>
> Response time for Olympus America for Western New York is excellent.
>  Service is prompt, fully informed for the system that we are calling in
> regards to,
> and the service call accommodates our user's experimental needs when
> possible.   Service rectifies the problem the first time due to multiple
> conversations
> and troubleshooting prior to service coming on-site.  Our longest downtime
> for our confocal has been 4 days from the time the scope went down.
>
> Linda M Callahan, PhD
> URSMD Light Microscopy Resources
> University of Rochester Medical Center
> Rochester, New York
>
>
>
> ________________________________________
> From: Confocal Microscopy List [[hidden email]] On
> Behalf Of Armstrong, Brian [[hidden email]]
> Sent: Wednesday, March 12, 2014 5:02 PM
> To: [hidden email]
> Subject: Re: service response time
>
> *****
> To join, leave or search the confocal microscopy listserv, go to:
>
> https://urldefense.proofpoint.com/v1/url?u=http://lists.umn.edu/cgi-bin/wa?A0%3Dconfocalmicroscopy&k=lmxj0uloiQslubycBXSv7A%3D%3D%0A&r=9sNeUTw6RXH8eCflEpcUt7odad9xKvzwrBOEFfVSNJEsmTQrqhXgO0OOqmSJZ5er%0A&m=Gvxfl%2B6ZqOcPH0W3P2KJNsWXA9yTqyvcll4fcADSog8%3D%0A&s=b5af1ffe5bd047f69365c8baaf01659eb6a5a5de72dc8bb708ad2f95900f18c4
> *****
>
> Hi, response time, Zeiss Southern California USA, usually have an
> appointment on the same day as the phone call, service usually the next day
> or two, problem is usually resolved at the first meeting.
> Sometimes parts have to be shipped to rectify problems and that is the
> rate limiting step.
> In short, service is excellent for us as a service contract customer.
> Cheers,
>
> Brian D Armstrong PhD
> Associate Research Professor
> Director, Light Microscopy Core
> Beckman Research Institute
> City of Hope
> Dept of Neuroscience
> 1450 E Duarte Rd
> Duarte, CA 91010
> 626-256-4673 x62872
>
>
>
> -----Original Message-----
> From: Confocal Microscopy List [mailto:[hidden email]]
> On Behalf Of Mary Raven
> Sent: Wednesday, March 12, 2014 12:08 PM
> To: [hidden email]
> Subject: service response time
>
> *****
> To join, leave or search the confocal microscopy listserv, go to:
>
> https://urldefense.proofpoint.com/v1/url?u=http://lists.umn.edu/cgi-bin/wa?A0%3Dconfocalmicroscopy&k=lmxj0uloiQslubycBXSv7A%3D%3D%0A&r=9sNeUTw6RXH8eCflEpcUt7odad9xKvzwrBOEFfVSNJEsmTQrqhXgO0OOqmSJZ5er%0A&m=Gvxfl%2B6ZqOcPH0W3P2KJNsWXA9yTqyvcll4fcADSog8%3D%0A&s=b5af1ffe5bd047f69365c8baaf01659eb6a5a5de72dc8bb708ad2f95900f18c4
> *****
>
> Dear Group
> If you have a confocal instrument under a service contract, what response
> time do you expect from 1) trouble call to the confirmation to schedule
> service? 2) From trouble to service (ideally resolution)?
>
> I imagine time from call to scheduling is vendor dependent and the time
> from
> call to service is also effected by geography.
>
> I'm trying to determine if my expectations are too high.
> Thanks
>
> Mary Raven
> Microscopy Facility Director
> Neuroscience Research Institute &
> Molecular, Cellular & Developmental Biology
>
> https://urldefense.proofpoint.com/v1/url?u=http://microscopy.nri.ucsb.edu/&k=lmxj0uloiQslubycBXSv7A%3D%3D%0A&r=9sNeUTw6RXH8eCflEpcUt7odad9xKvzwrBOEFfVSNJEsmTQrqhXgO0OOqmSJZ5er%0A&m=Gvxfl%2B6ZqOcPH0W3P2KJNsWXA9yTqyvcll4fcADSog8%3D%0A&s=29d285ce1307fe679f00f1bd92984c4249c9d5e151e0551663620ce8b7d9b7bc
> Phone: [phone]
>
>
> ---------------------------------------------------------------------
> *SECURITY/CONFIDENTIALITY WARNING:
> This message and any attachments are intended solely for the individual or
> entity to which they are addressed. This communication may contain
> information that is privileged, confidential, or exempt from disclosure
> under applicable law (e.g., personal health information, research data,
> financial information). Because this e-mail has been sent without
> encryption, individuals other than the intended recipient may be able to
> view the information, forward it to others or tamper with the information
> without the knowledge or consent of the sender. If you are not the intended
> recipient, or the employee or person responsible for delivering the message
> to the intended recipient, any dissemination, distribution or copying of
> the communication is strictly prohibited. If you received the communication
> in error, please notify the sender immediately by replying to this message
> and deleting the message and any accompanying files from your system. If,
> due to the security risks, you do not wish to receive further
> communications via e-mail, please reply to this message and inform the
> sender that you do not wish to receive further e-mail from the sender.
> (fpc5p)
> ---------------------------------------------------------------------
>

[Anda Cornea]

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Hi Mary!

We typically get a phone response within the same day and have a visit scheduled within a few days, when the service engineer comes with replacement parts and leaves the system functional.  This holds for both Leica and Zeiss and we seem to need service less than once per year.  I have to admit I am pretty pleased, this is very different from where things were until a few years ago.  

Best luck!

Anda



Anda Cornea, Ph.D.
Director of the Imaging and Morphology Support Core
Oregon National Primate Research Center
OHSU
503-690-5293



-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Mary Raven
Sent: Wednesday, March 12, 2014 12:08 PM
To: [hidden email]
Subject: service response time

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
*****

Dear Group
If you have a confocal instrument under a service contract, what response time do you expect from 1) trouble call to the confirmation to schedule service? 2) From trouble to service (ideally resolution)?

I imagine time from call to scheduling is vendor dependent and the time from call to service is also effected by geography.

I'm trying to determine if my expectations are too high.
Thanks

Mary Raven
Microscopy Facility Director
Neuroscience Research Institute &
Molecular, Cellular & Developmental Biology http://microscopy.nri.ucsb.edu
Phone: [phone]

[Mary Raven]

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For context, I was told by a newer representative that service within a week
was unreasonable and that two weeks was fast. I didn't want to bias the
discussion too much but that isn't my expected standard of care.