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Gilson, Inc. is committed to quality by insisting on complete customer satisfaction with all of our products and services. From entire system support to training programs, Gilson provides dependable service solutions to accommodate every laboratory requirement.
For complete system support please:
In-house Technical Support
Our experienced technical support staff is available to provide you
with hardware and software support for your Gilson products.
Field Service & Support
Local Gilson field service and support representatives are
available to provide you with
on-site support for any and all software and hardware needs.
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On-site service, support, preventative maintenance, IQs and OQs are available throughout the entire United States. |
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Rapid response is provided from local field representatives. |
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All repairs are backed by a complete 90 day warranty. |
In-house Service
Gilson instrumentation in need of repair can be returned to our corporate headquarters in Middleton, Wisconsin, USA for complete service.
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If it is necessary for your instrument
to be serviced at Gilson, during repair, we will provide equipment on loan
for your laboratory. |
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All repairs are backed by a
complete 90 day warranty. |
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Please contact Gilson customer
service to obtain a return
authorization number before
returning any instrument for service. |
Before contacting Gilson for service or support, please have the following available:
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Gilson product model |
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Equipment serial number |
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Current Gilson software and version number |
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Computer operating
system information |
If you are located outside the United States, please contact your local Gilson distributor.
Installation
Qualification (IQ)
The IQ ensures that all procedures for optimal installation are followed, in a selected environment. With Gilson’s IQ program you can be assured that Gilson systems are installed correctly the first time, every time.
Operation
Qualification (OQ)
The OQ confirms that Gilson products are performing within the proper operational specifications for their specified use, in a given environment. OQ kits are available and include:
·Documentation
·OQ software
·OQ accessories
Utilities
Utility programs are available for
most Gilson hardware. These programs allow you to review, troubleshoot, and if necessary, change the pre-set Gilson
hardware configuration options.
Preventative Maintenance (PM)
Gilson’s PM contracts are intended to keep your laboratory running without having to worry about recommended instrument maintenance. The programs are designed to fit your laboratory’s needs and prolong the life of the instruments as well as optimize performance.
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Recommended components for specific instruments are maintained, adjusted and replaced through the Gilson PM programs. |
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A PM agreement is valid for one year from the date of purchase. |
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Schedules are specified by the customer, ensuring minimal interruptions to work flow. |
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PM contract estimates are available upon request. Estimated cost
will vary depending upon system components and accessories. |
Extended Warranty
An extended warranty is available to continue the standard warranty of an instrument for an additional one year period.
The extended warranty can be purchased at the following times:
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When the instrument is initially purchased (save 10% off the warranty price when purchased at this time). |
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Before the standard one year
warranty expires. |
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After the standard warranty expires. To take advantage of this option, the instrument must first undergo an inspection by a Gilson representative. Any necessary repairs will be billed to the customer. |
Rebuilt Exchange Program
Gilson offers a rebuilt exchange program for most major system components. This program can amount to considerable savings over the cost of purchasing new parts. Certain discontinued products can be serviced and supported through the rebuilt exchange program as well.
Customization/Specials Program
Gilson offers the opportunity to customize hardware accessories and software to fit almost any laboratory need. Choose a configuration to meet the requirements of specific applications and we will program and design a solution. Our experienced staff has developed more than 1,000 custom racks and hardware accessories, as well as responded to more than 800
custom software requests.
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Customer Service and Support
