SUPPORT

Sales & First Line Support Office:

Tel: +27 (0)83 345 3901
Fax: +27 (0)86 696 4362
Email: sales@llumins.co.za

Service Centres:

For countries with support centres:

South Africa, Namibia, Botswana

Under Warrantee Repairs:
Llumins offers onsite repairs (maximum two onsite callout per product) as well as swop out units (providing it is not already allocated) during the product’s warrantee period to all customers within an 80km radius of our service centres (see Service Centres above for the address nearest to you). For customers which fall outside of this 80km radius the customer can either carry in the product to the nearest service centre or if it is a part which can be replaced, we will simply courier the part to the customers address.

Post warrantee Repairs:
Post warrantee service and repairs will also be covered by our service centres directly as a carry in repair, or we can simply post the parts to the customer after payment with free delivery to most addresses in South Africa and Africa. If onsite repairs is required a basic call out fee of R500 will be levied to customer within the 80km radius of a service centre.

For countries without support centres:

Rest of Africa

Larger orders, businesses or health organisational orders:
For larger orders which require a specific level of support we will negotiate a service level agreement (SLA) with the customer for the particular area or business which needs to be covered. During that time Llumins will arrange and offer the required support as per the SLA.

In cases where no SLA would exist, please consider that Microscopes are precision instruments which are desk bound and usually located in dust free areas. Repairs required are therefore very minimal to non-existent. Basic maintenance could be done by the operator. The main requirement exists for new or extra parts or upgrades which we courier over night to the required address. During the warrantee period this will be done for free and is fully covered by our factory warrantee. First line technical support will be provided by Llumins customer service desk and is available during business hours. Second line support will be provided by our accredited service providers.

If no SLA exists, or if we have no service centre in your area, it is still wise to consider Llumins microscopes as your business partner. Our product is robust and modular making self-service possible, easy and cost effective. Buying a parts-pack and even a replacement model with your microscope still outweighs the cost benefit compared to competitors.

For small or single orders:
For small or single orders from other countries we operate similar to any online based shopping company and would ship the required products or parts to your door free of charge during the warrantee period, and after the warrantee period we would only charge you for the part (delivery is included). You can also take your unit to a PC repair shop and ask them to interface with us directly for payment and resolving of the problem. Once again if this should fall within the warrantee period we would cover the cost of the repair, the part and the delivery. If outside of the warrantee period you will pay the repair shop directly and we will interface with them.