Service & Support
Site Evaluation
A site evaluation ensures that the proper electrical and pneumatic supplies as well as mechanical considerations are in place in advance of analyzer delivery. In the majority of cases, a trained and qualified PerkinElmer Service Engineer will perform a pre-installation visit to perform a thorough evaluation of your laboratory environment. Any laboratory changes that may be required for proper analyzer operation are noted and discussed with you to make certain that no problems will be encountered at the time of analyzer installation.
On more complex analyzer systems or accessories, an Arnel representative will perform a site evaluation and assist in the preparation of an Application Engineering Questionnaire.
On-Site Installation
Installation of an analyzer purchased within North America is optional. Should you elect to invest in on-site installation, a PerkinElmer Service Engineer will install your analyzer and perform a complete analyzer checkout. For installations outside of North America, please consult with your local PerkinElmer representative to determine if installation is included in the investment price of your analyzer. Arnel will gladly assist you in obtaining contact information for your local PerkinElmer representative.
Installation by a factory trained Arnel engineer is also available for an additional charge. Please contact us at information@arnelinc.com for additional information.
On-Site Training
Fundamental analyzer operation and maintenance training is performed by a PerkinElmer Service Engineer at the time of installation. A more detailed in-depth training course could be tailored for your specific application or analyzer. An Arnel or PerkinElmer representative will be pleased to discuss with you your training requirements and provide a quotation upon request.
On-Site Service
All of the Arnel and PerkinElmer analyzers are covered by PerkinElmer with a one year on-site warranty for parts, labor and travel from the date of shipment. In the unlikely event that your analyzer will require service, a factory trained PerkinElmer Service Engineer will be dispatched to repair the analyzer.
In-House Training
Included in your investment in an Arnel and PerkinElmer analyzer is a one day no-charge training course held at our facility in Parlin, New Jersey. Your personalized training course will be conducted by instructors who will guide you through analyzer and theory of operation, and the proper maintenance procedures to ensure optimum performance.
Travel arrangements and living expenses are not included in the training. We will be pleased to help you with your travel planning should assistance be needed.
In-house Service
In-house service at our facility in Parlin, New Jersey is available should you wish to have your analyzer factory repaired. Please feel free to contact us for rates and shipping charges.
Warranty
Arnel and PerkinElmer analyzers and systems are warranted by PerkinElmer for one year from the date of shipment, unless other arrangements are contracted. However, Arnel will provide assistance when required.
A comprehensive offering of extended warranty and maintenance agreements are available from Arnel and PerkinElmer. An Arnel or PerkinElmer representative will be pleased to discuss the service options available to you.
Telephone Support
Telephone support (732-721-4300) is available during normal business hours (M-F, 8:30am to 5:00pm EST) to answer any questions you may have. Please be sure to have your analyzer serial number available before you call.
E-mail Support
To contact us for assistance or questions with a technical problem please send us an e-mail at techsupport@arnelinc.com. For all other inquiries please contact us at information@arnelinc.com.
Fax Support
Should you have the need to fax information to us please use the following number: 732-721-4551.
Commonly asked questions
Who should I contact for service?
Your first point of contact for service is your local PerkinElmer service organization. If Arnel is contacted we will assist you in obtaining the name and phone number of your local PerkinElmer Service contact. You may also visit the Service portion of the PerkinElmer web site for additional Service options.
Will PerkinElmer use Arnel parts should servicing be required?
Yes. The PerkinElmer Service Engineer will use genuine Arnel spare parts to repair or service the analyzer.
Does Arnel conduct customer training?
Arnel offers one day of customer training at Arnel?s facility in New Jersey on a newly purchased Arnel and PerkinElmer analyzer at no charge. You are responsible for all travel and living expenses for the trip.
Arnel also offers scheduled on-site customer training at our daily rate, plus travel and living expenses for the trainer. If on-site training is required on new analyzers, it must be contracted at time of purchase.
What types of training are available from Arnel?
A one day training course on analyzer theory of operation is included in the purchase price of any Arnel and PerkinElmer analyzer and will be conducted at Arnel?s facility in Parlin, NJ before analyzer shipment.
Who performs the training?
You will have the opportunity to meet and listen to a variety of different professionals from within the Arnel organization. All instructors are well versed in chromatography and will be eager to work with you during your visit to ensure complete satisfaction.
How long is the training course on a new analyzer purchase?
Typically most training courses are 1 day in duration but due to the wide variety of Arnel and PerkinElmer analyzer offerings, the length of your training course may vary.