Support
​​Request Service

The Teledyne CETAC Technologies Customer Team strives to provide you with all necessary knowledge and services to keep your CETAC instrument functioning at peak performance. CETAC Technologies has a Depot Services Center where instruments can be returned to CETAC for repair or routine preventative maintenance. All repairs are backed by a 90-day warranty. We also provide loaner equipment for most instruments to minimize downtime.

 Service Contracts

​Every CETAC instrument includes a 1-year warranty against defects in materials and workmanship. CETAC recognizes your support needs and has designed service contracts to meet these needs.

A CETAC service contract delivers a number of important benefits:

  • Free of charge loaner instruments
  • Priority repair
  • Free of charge repair parts and labor during the warranty period
  • Free of charge factory Preventive Maintenance Program

Customers wishing to purchase a service contract for their instrument can contact their local representative or our service department​ for further information.

 Equipment Rental

​CETAC Technologies Equipment Rental Program provides a temporary replacement system while the customer equipment is being repaired. This program covers all CETAC products with the exception of Laser Ablation Systems.

Terms and Conditions

Each product rented from CETAC Technologies shall be delivered to the customer in the manner in which CETAC Technologies wishes to have that product returned. All rental fees cover normal wear and tear of our rental equipment. All rental equipment should be properly maintained throughout the rental period, and must be cleaned, decontaminated, and returned to CETAC Technologies in the same condition in which it was received. At no time shall any repair of any rental equipment be attempted without the consent of CETAC Technologies. Any costs resulting from damage to the product, negligence on the part of the user, or any other situation not related to normal wear and tear of our rental equipment will automatically be charged to the customer in addition to the rental charges. CETAC Technologies must be notified within 24 hours from the time the equipment was received regarding any missing, defective or malfunctioning equipment, or if assistance is needed to set-up or operate equipment.

CETAC Technologies will pay ground shipping and handling charges to send equipment to the customer.  Expedited shipping charges will apply for customers requiring overnight service. A return authorization number will be included with the repaired instrument. A 15% rental fee will be charged, (based on the rental rate of the equipment), for each additional day the product is held beyond the initial rental period.

 Depot Services

​​When your CETAC product requires repair or routine preventive maintenance, our Depot Service Center can help ensure efficient, convenient service with minimal downtime. First, a technical support specialist will assist you in troubleshooting your issue over the phone. If a repair is necessary, a specialist will arrange for fast repair and return of your CETAC product.

Repair Charges

Systems repaired will be charged on a Time and Materials (T&M) basis. The current T&M rate is $185.00 per hour plus parts.

Turnaround Time

Average turnaround time for autosamplers is 1 week, for mercury systems it is 2-3 weeks and for liquid sample introduction systems is 2 weeks.

Equipment Rental

The Depot Service Center provides overnight shipment of a loaner while the instrument is being repaired.

Parts and Labor Warranty

CETAC warrantees all repairs against defects in material for 30 days and workmanship for 90 days from the original repair date. The warranty will be void if the equipment has been subjected to unusual conditions or has been tampered with without the prior consent of CETAC.

Shipping

Unless the instrument is under warranty or if it is undergoing routine preventive maintenance, all shipping charges are paid by the customer. An RMA number is required to return items for depot repair. This number should be displayed on the outside of the shipping carton.

 RMA Info

CETAC Technologies requires a Return Material Authorization (RMA) number be assigned prior to equipment being returned for service. Please contact Customer Support to obtain an RMA number.

The following items are needed to obtain an RMA number:

  • Contact name, phone number and shipping address
  • Instrument model
  • Instrument serial number (where applicable)
  • Issue description

Once an RMA number has been assigned, this number should be displayed on the outside of the shipping carton. Please fill out an RMA form and a Safety Report form. Include these forms with your instrument.

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