The Total Customer Support (TCS) Program represents our investment in your future. This program allows us to provide you with a consistently high quality product and service, ensuring your long term equipment reliability and peace of mind.
Our investment in supporting you comes at a significant cost to us, so all we ask is that you insist our competition can meet the same high standards we have set ourselves... in the end you will reap the benefits. Not all suppliers are the same.
The TCS Program
What this means for you
No damage & on time: We use specialised freight companies to ensure that your equipment arrives in one piece when you need it.
No fuss: Your product won't just turn up at the loading dock for you to sort out. We get it to your lab and set it up. All included in the price.
Our Own Engineers
Priority service: Your priorities are our Engineer’s only priorities. We do not use third party contractors that may have other business interests.
Factory Trained Engineers
Confidence & reliability: Because our Engineers work for us, they are fully trained on the service or repair of equipment sold by VWR. They are also trained by the factory on the service and repair of Ultra Cold Refrigeration products, a very specialised and critical area.
You understand the instrument operation: There is nothing worse than having an instrument you cannot operate. That won't happen with us as full user training is included in the quoted price.
Self reliance & lower costs: We are happy to provide basic service training to your own engineers to help you meet your future needs.
Reliable service to manufacturer's specifications: We hold a full compliment of up to date specific service manuals.
Peace of mind: Optional extended warranty plans are available upon request.
Preventative Maintenance Options
Reliability & extended life: We can offer a variety of preventative maintenance programs from labour only to full parts coverage options.
Spare Parts Stock
Fast service: We hold a significant inventory of spare parts for your long-term support
Works first time: Our equipment is fully tested by our engineers prior to installation so you can get on with your work sooner.
Safety & Legal Compliance
All our electronic equipment complies with the appropriate electrical standards plus Australian EMC regulations and are 'C-Ticked' before installation as required by law.
Workplace Health and Safety
All our autoclaves are design registered to meet Australian Workplace Health and Safety regulations.
All our equipment is tested for electrical safety before delivery, with our engineers holding the relevant electrical certificates. Legislation requires all laboratory equipment to undergo electrical testing.
To help meet your requirements: Our relevant test equipment is traceable to the National Standards.
Medical Device Compliance
Specific products are registered as medical devices with TGA where necessary.
To help meet your laboratory accreditation needs, specific equipment can be supplied with the relevant test certificates.
Consistent quality & service: We have the latest ISO9001:2000 Quality Assurance Certification. Available upon request.
Reassurance: Customer inspection of our service, spare parts and support facilities is available any time.
The TCS Concept
For us, the sale of a product to a client is not the end of a transaction, but the beginning of a partnership. This philosophy has evolved into our Total Customer Support (TCS) Program, a program designed for the support of those customers that have put their trust in our ability to deliver a quality product and service. Sometimes the simple things can make a significant difference, such as the fact we don’t just ship a piece of laboratory equipment to your store and expect you to do the rest. We will be there to get it to your lab, install it and give you full training on how to use it. At other times it is the not so simple things that can make a big difference, such as our extensive nationwide service network, giving our clients rapid access to fully qualified and experienced VWR Engineering staff as required.
For the modern laboratory, it is no longer simply a matter of 'which is the cheapest product?' Past bad experiences have taught them to be aware of the hidden costs associated with poor product and support.
Many aspects now need to be considered:
Will the product arrive when I expect it? Will it be commissioned when it arrives? Will it work when it arrives? What will the quality of the training be? Will it really meet my needs? Is the warranty backed by local spare parts and support? If I do have a problem, will it be fixed in an efficient, cost effective manner? Will the laboratory be able to function properly if there are delays in repairs? What are the real costs of unexpected delays?
All this leads to the most important question, what is the ultimate cost to the laboratory as a result of poor product support, both now and in the future?
We have provided a summary above of the benefits that the TCS Program brings to you. When it comes time for you spend your hard earned money on a new piece of laboratory equipment, all we ask is that you take the time to consider the investment we have made in our company and see if these things are as important to you as they have been to us over the years.
A further benefit of the TCS Program is our ability to provide quality preventative maintenance programs for those core pieces of equipment that require regular service. We understand that your time is valuable, so these service programs have been designed to allow you, the customer, to relax and allow us to take care of your ongoing laboratory equipment needs. We can do this by carrying out all repairs and planned maintenance for your laboratory equipment, then report the results and test data to you on a regular basis. These plans offer some of the following benefits:-
Minimal scheduled downtime for your equipment
Full preventative maintenance programs, including two planned visits per annum by one of our fully trained engineers
Assurance that your equipment is fully operational at all times Complete reporting on the equipment condition including NATA Certification & TGA requirements
All equipment repairs at no additional charge, including parts (Gold Programs)
End of warranty inspection and reporting
For further details on the programs offered, please contact our service team or your local account manager.
The TCS Program is not just a name, but it is our way of doing business. We hope that our way of doing business will bring significant benefits to all our clients that have their own unique needs to be met. All we ask is that our competition met the same rigorous standards we have set ourselves, in the end, it is our clients that will reap the benefits.