Technical Support Philosophy 

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Excellent Products + Superior Support = Your Success

Our products are easy to use and designed to prevent misuse. Still we believe technical support is as important as our products.

1. Technical Support is provided by our HPLC engineers who created the applications and systems, not staff solely dedicated to technical support.

2. Simply, we are hard workers. At Eicom you are our priority and we will work hard for you. For questions regarding technical issues we respond with answers in a timely manner, usually within the same business day.

Technical support starts before purchase

Before Eicom provides the instrumentation to our customers, we identify your target compounds and sample types. Subsequently, at the installation, we definitively explain not only how to use the system, but also how best to prepare the samples and mobile phase as well as provide helpful tips. This helps prevent possible problems in the future. All the information is also shown in the manuals, but we prefer to communicate one on one with our customers to truly develop a great working relationship and knowledge of individual needs and applications. Our experienced personnel will be assigned to your projects and help you even after purchase. This enables us to understand your situation better and therefore, avoid redundant conversation every time you contact us.

Eicom customers that use our systems and follow our maintenance procedures, including changing wearing parts, are able to maintain the same levels of sensitivity for years. Eicom engineers that created the systems or applications are always on duty for customer support. When you experience a problem with your HPLC, it is sometimes difficult to determine the source. Since all of our applications were developed or repeatedly tested at our in-house laboratory (not simply transferred from the literature) we are experts in diagnosing any possible problem that may arise. These problems may not be related to the system or parts directly, but in most cases are related to the samples, separation problems, or simply application issues. Thus, you will need a dependable navigator to help explore the analytical field. Eicom customer care is there for you!

If you encounter a problem, Eicom will promptly reply with dependable advice. This advice is more exact, appropriate, and efficient because our experienced engineers who created these applications and systems will be directly assisting you. 

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