Start with your instrument and the help you need
Service & Support
Contact JIEBO about installation, training, operating questions, maintenance, repairs, compatible consumables or accessories, and possible changes to an existing instrument’s capabilities.
Include the model and a short description of the request. When available, the serial number and current configuration help identify the instrument being discussed.
Considering a new instrument instead? Discuss your application.
Support services
Technical Support Listed in Our Brochures
Our global network of service hubs provides a full range of technical support: Telephone help-desk; On-line diagnostics; Rental instruments; Maintenance; Training; Extended warranty; Consumables and accessories; Repair service.
The scope, method and charges for any of these services need to be confirmed for the actual instrument and request.
Installation
Installation and Training
The installation and training arrangement depends on the instrument, location and agreed project scope. Confirm who will carry out the work, which method is available and what the site or operator needs to prepare.
An overseas arrangement may involve remote support, a participating distributor or a JIEBO engineer. It should be agreed for the project rather than assumed from a general statement of international support.
Operation
Operating and Maintenance Questions
Describe what you are trying to do, the instrument configuration and any message or change you have observed. Refer to the instructions applicable to your model and version rather than transferring settings or procedures from another instrument.
Where additional training or maintenance work is needed, discuss the scope and appropriate arrangement with the support contact.
Problem report
Report an Instrument Problem
A clear starting description helps the discussion focus on the actual instrument and problem.
- InstrumentModel and serial number, where available.
- Current configurationRelevant software or hardware version and any known upgrades or changes.
- Observed issueThe symptom, message or unexpected result, and when it was first noticed.
- ContextThe task or sample involved and whether the issue is consistent or intermittent.
- Recent changesRelevant changes to the instrument, accessories, setup or use.
- Assistance neededWhether the request concerns operation, inspection, repair, parts or another type of support.
Begin with a non-confidential description. Share detailed reports, images or device records only through the method agreed for your request.
Do not change settings or attempt a procedure solely because it appears in another customer’s case or on an unrelated model page.
Parts
Consumables, Accessories and Replacement Parts
When requesting an item, identify the instrument and the part or function involved. Compatibility needs to be checked against the relevant model and configuration.
Consumables, accessories and replacement parts should not be treated as interchangeable across the entire instrument range. If the exact item is unknown, describe it rather than guessing a part number.
Upgrades
Upgrade or Replacement Evaluation
A new material, additional element requirement or wider range may call for a change to the current setup. A possible upgrade needs a technical assessment of the existing instrument and the requested capability.
The appropriate route may involve an upgrade, a repair, an additional instrument or a replacement. Neither age alone nor a new request establishes that an upgrade is possible or that an instrument must be replaced.
If you have acquired a previously owned JIEBO instrument, share the model, serial number and available configuration information when asking about support.
Scope & charges
Clarify the Scope and Charges
Support method, warranty coverage, parts, labor, travel and other applicable charges need to be confirmed for the actual request. A first reply is not a promise that the instrument has been diagnosed or repaired.
This page does not promise a universal response time, free on-site service or a local engineer in every country.
Distributors
Working Through a Distributor
If the instrument was supplied through a distributor, identify that relationship when appropriate. The support discussion should establish how the distributor and JIEBO will participate without requiring confidential customer information to be posted publicly.
Tell Us What Is Happening
Start with the instrument model, the issue or requested change, and a way to contact you. Additional technical information can be collected during the support discussion.