Agilent Technologies, Inc. has introduced the Agilent Services Guarantee program, under which any Agilent analytical lab instrument that cannot be repaired will be replaced if covered by any Agilent service agreement.
"We want to demonstrate how serious we are about keeping customers’ labs running," said May Van, vice president and general manager of Laboratory Services Solutions, Life Sciences and Chemical Analysis.
"Agilent instrumentation is built with high performance and reliability standards, and our world-class support engineering team is dedicated to further protecting our customers’ investments."
"This program shows how confident we are in the quality of our products and services - and how important customer satisfaction is to us."
Agilent follows a formal escalation process to resolve any analytical-hardware issue that cannot be resolved with the first repair attempt. The Agilent Services Guarantee program fortifies the process and the resolution.
First, key managers and technical experts address the issue. If the issue still isn’t resolved to the customer’s satisfaction, the instrument is replaced at no charge.