Re: field service for Coherent and SP NIR lasers

Posted by Andreas Bruckbauer on
URL: http://confocal-microscopy-list.275.s1.nabble.com/field-service-for-Coherent-and-SP-NIR-lasers-tp5282937p5286668.html

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]=