When your CETAC product requires repair or routine preventive maintenance, our Service Center can help ensure efficient, convenient service with minimal downtime. Most  products can be serviced in the field, but in some cases, equipment may need to be sent to our service center for more involved ​repairs. ​First, a technical support specialist will assist you in troubleshooting your issue over the phone. If a repair is necessary, a specialist will help you arrange for fast repair and return of your product. All repairs are backed by a 90-day warranty..

RMA ​Info​

A Return Material Authorization (RMA) number is required prior to equipment being returned for service. To obtain an RMA number, complete the Equip​ment Return Form​​ and submit to Customer Support via email at [email protected]. You must complete both the Equipment Return and Decontamination worksheets to receive an RMA from CETACService​.​

When preparing equipment for service return, please note the following: 

• We will not accept any instr​ument or equipment exposed to radioactive elements. 
• We will ​not accept an​y instrument or equipment used in BioSafety level 4 laboratories.​
• A fee of $1000 USD will apply for each contaminated instrument that is not decontaminated properly. 
• All tubing must be removed from the equipment prior to return. 
• This includes ASXpress plus and SDXhpld rinse internal tubing and valve kit parts exposed. 
• Any tubing that is not removed and discarded prior to return will incur a fee.

Onc​​e an RMA number has been assigned, this number should be displayed on the outside of the shipping carton. Please include a copy of the Equipment Return Form with your instrument.​ Ship returns to:

Teledyne CETAC Technologies
ATTN: Service
14306 Industrial Road
Omaha, NE 68144​​​​​​

Depot Services​

Repair Charges

Systems repaired will be charged on a Time and Materials (T&M) basis. The current T&M rate is $300.00 per hour plus parts with a two (2) hour minimum.

Turnaround Time

Average turnaround time for autosamplers is 1 week and for liquid sample introduction systems is 2 weeks.​

Equipment Rental

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

Parts and Labor Warranty

All repairs are waranteed 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 service contract, all shipping charges are paid by the customer. An RMA number is required to return items for service. This number should be displayed on the outside of the shipping carton.

The following Service Agreement Options are availalbe on CETAC branded products*:

Plan Type	Software Updates​	Annual PM	​Repair Parts	Priority Service	​​Service Loaner	Unlimited Free Technical Support
Depot Repair​		​	​		​
​Full	​​​	Onsite PM​​​	​​​	Onsite Repair​​​	​	​​​
​Custom	CUSTOM contracts are also available. ​​​​​Let us know your needs (extra PM, Prepaid PM kits, OQPQ, etc.) and we will build and price a contract for your unique situation. ​

* Service agreements do not cover consumable and accessories such as test tubes, racks

(Standard Labor Rates are $300 per hour Labor, 2hr minimum)

Please contact our Customer Support department at 800-369-2822, or Susan Scheib, TACS Service Agreement Manager, at 513-229-7031 or [email protected]​ for pricing on the above packages.​​​​

​Request replacement ​​operators or service manuals using the form below. Various service documents are also available. For a list of available documents, click here. If you do not see the document you are looking for, complete the rest of the form and we will work to get you what you need. All documents are delivered electronically.