eye one quipment
Nervous About Service?
by Karlen McLean, ABOC, NCLC
No need to be! Equipment companies offer stellar service plans. Here are examples of plans that provide customer and equipment TLC.
AIT INDUSTRIES: In addition to a standard one-year warranty (parts and labor), AIT offers extended warranties and annual maintenance programs. Purchasing extended warranties and annual maintenance programs offer tax advantages during the year of purchase, thus lowering the overall cost of ownership. Annual preventative maintenance plans vary depending on the type of lab: low, medium, or high volume. aitindustries.com
BRIOT USA: Briot’s most popular service plan is the company’s Preventative Maintenance program. Each machine has a tailored plan that includes replacement of common consumable parts and calibrations required for continued accuracy. Field service techs perform either annual or semi-annual (higher volume) visits and address most commonly serviced components. As a bonus, the edger’s software is updated. briot-usa.com
COBURN TECHNOLOGIES: With CT’s Excelon lens finishing systems launch, the company now includes a standard three-year comprehensive parts and labor warranty. An additional two-year extended warranty is available for a total of five years of warranty coverage. coburntechnologies.com
ESSILOR INSTRUMENTS: EI’s Extended Support Plans (Platinum and Gold) are purchased with new equipment. Extended Parts-Only Plan (Silver) can be purchased with new equipment to cover replacement parts up to an additional four years beyond the one-year product warranty and includes phone support and repair parts. Existing equipment support plans are available after an on-site evaluation. essilorinstrumentsusa.com
LEYBOLD OPTICS USA: Leybold’s popular annual service agreements secure reduced service rates (up to 20 percent off list), direct access to field service engineers via email and phone, service and parts priority, and accelerated response time: an engineer on-site within one business day and phone assistance within two regular business hours. leyboldoptics.com
MEI SYSTEMS: Offered to all customers with expired warranty machines, MEI’s Assistance Service Contract assures a technical support hotline, yearly software update, and planned maintenance contract. The hotline agreement is a priority channel—calls and emails are returned within six working hours, spare parts are shipped within 12 working hours, and technicians are dispatched within 48 working hours. meisystem.eu
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| Casting companies also offer comprehensive and creative service plans. Some examples: OPTICAST USA: Log onto opticastusa.com and click on the Contact bar on the upper right of the home page to get answers to your specific service plan question. OPTICAL DYNAMICS CORPORATION: Plans are available for the Q-2100 Digital Lens System or nanoCLEAR AR unit and include non-consumable replacement parts, labor, and shipping. Plans can be purchased when an issue actually arises rather than requiring advanced purchase. The plans also include use of a loaner. opticaldynamics.com QSPEX: QSpex does not offer a service plan per se. “It plans for service,” says a representative. The company replaces any equipment at no cost to the customer should an issue occur. qspex.com |
NATIONAL OPTRONICS: Customers can choose from three levels of service protection plans, from full parts and labor coverage with one annual maintenance visit to full parts and labor to parts only, ensuring that equipment investments will be protected beyond the initial warranty period. nationaloptronics.com
OPTEK: When service is needed, customers simply contact Optek. Phone support is free for the life of the equipment. According to the company, it’s usually as simple as sending a part and walking the customer through the replacement. If customers don’t feel comfortable fixing the equipment, the service charge, according to the company, is “very low so it’s not a big financial burden.” optek-online.com
SANTINELLI INTERNATIONAL: A wide range of protection plans are available based on feedback from Santinelli’s customer base, from basic bronze level to an all-encompassing platinum level. Every plan includes Preventative Maintenance (PM) service visits, which foster best practices. The company’s online video FAQs, exclusive technical Chat Now assistance, and service provided by the Technical Call Center help reduce cost of ownership. santinelli.com
SATISLOH NORTH AMERICA: STEP (Satisloh Total Equipment Protection) includes a technical visit component that lets clients choose quarterly, biannual, or yearly visits by a certified service technician. It also provides technology management, support, and training, with an independent auditing function for lab managers and owners. STEP has three levels: Basic, Secure, and Total, offering a variety of services. satisloh.com
SCHNEIDER OPTICAL MACHINES: Schneider’s Annual Maintenance Agreement includes travel, wear, parts, and labor with an annual visit by a factory-trained technician, as well as training in routine preventative maintenance. Schneider has service agreements that cover quarterly preventative maintenance and ongoing service support. schneider-om.com
SUPER SYSTEMS OPTICAL TECHNOLOGIES: With the Fast Grind System, $480 per year entitles customers to all software updates including the latest lens designs and system enhancements, so Fast Grind never goes obsolete. Also included is a lifetime parts warranty, so maintenance costs are nil. superoptical.com EB
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