Technical Support Philosophy
Excellent products, ensured performance and superior support.
Our products are easy to use and designed to prevent misuse. We believe technical support is as important as our products.
1. Technical Support is provided by our engineers who created the application or systems, not staff solely dedicated to technical support.
2. Simply, we are hard workers. At Eicom you are our priority. For questions regarding technical issues of users we respond with answers within 12 business hours. To submit technical questions, please login and use the dedicated email address for users.
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 situations 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 and protocols 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 literture) we are experts in diagnosing any possible problem that may arise. These problems may be not 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!
To get support, please e-mail or call us.
| 
