Support and Contact Information
Instrument Registration
When you receive your instrument you should register it. This helps us keep track of your instrument for future maintenance issues. When you register your instrument we will send you 50 additional free vials of Verification Standards (only for US customers).
Customer Service
We pride ourselves on our customer service. If you have any trouble with your instrument you can:
- Look for answers to commonly asked questions for your AquaLab
- Troubleshoot on your own AquaLab
- Contact us for assistance
Many problems result from improper or infrequent machine calibration.
| Telephone (US and Canada): | 1-800-755-2751 |
| Telephone (International): | +1 509-332-2756 |
| Fax: | +1 509-332-5158 |
| Email: | support@decagon.com
repairs@decagon.com |
Repairs
If you have an instrument that you think needs to be sent in for service or repair, first call
Decagon. It may be that our customer service department can help you troubleshoot your problem.
Manufacturer's defects and instruments within their warranty period will be repaired at no cost. For non-warranty repairs, costs for parts, labor, and shipping will be billed to you.
- Minimus bench-fee of $75
- Additional labor at $75/hr
- Loaner Service (shipping not included)
- 30-day warranty on all repairs
Steps for sending your instrument in for repair:
- Call us first to call to get an RMA number. For non-warranty repairs we will also ask for a payment method (such as a purchase order or credit card number), a repair budget, and billing address.
- If it is not possible to use your instrument's original cardboard box, use a box that has at least 4 inches of space between the instrument and each wall of the box.
- Put your instrument in a plastic bag to avoid disfiguring marks from the packaging.
- Don't ship your power cord—we have plenty.
- Pack the box moderately tight with packing material, like styrofoam peanuts.
- Tape the box in both directions.
- Include necessary paperwork:
RMA number, your name, address, serial number, phone and fax numbers, purchase order, and (most importantly) a description of the problem. - Ship to: Decagon Devices Inc.
ATTN: Repair Department
2365 NE Hopkins Court
Pullman, WA 99163
Return Material Authorization (RMA) required for all services.