Helena is Here to Serve You
We encourage you to use our toll free telephone lines for information, orders, and consultations. Our quality products and services are available worldwide. Distribution is organized through companies specialized in the marketing and servicing of Helena's products.
Mailing Address - Letters
PO BOX 752
Beaumont, Texas 77704-0752
Phone and Fax
In USA: 800-231-5663
Outside USA: 409-842-3714
FAX General: 409-842-6241
FAX Orders: 409-842-9561
FAX Tech Service: 409-842-1874
Helena’s support continues long after we install your instrument. Our warranty and service agreements provide you with a highly trained staff for instrument maintenance and service assistance.
Helena has earned a reputation for outstanding customer support. Field Service Representatives are located throughout the U.S.A. and can be dispatched to provide on-site assistance when needed. Let Helena help you avoid unexpected downtime and expense. For information on service agreements or general service, call toll free 800-231-5663 and ask for Electronics Customer Service.
Instrument Support It is our sincere desire that your Helena instrument operate at its highest performance capability with a minimum of downtime. To this end, our Service Department, regarded as one of the industry’s best, provides around-the-clock emergency telephone support, prompt on-site service when needed, and a full array of service agreements for proper maintenance and calibration of instruments.
Telephone Support Services
To minimize instrument downtime, telephone support is available 24 hours a day, every day of the week. The resolution of instrument problems is expedited by our skilled phone technicians who will work with you to troubleshoot problems over the phone and, if needed, dispatch a field service representative to provide on-site service in your laboratory.
Field Service Support
Our Field Service Representatives are located in key cities throughout the United States, enabling us to respond quickly whenever on-site service is required. While on-site service is usually provided during business hours, at your request, service can be provided after hours, on weekends and holidays. Our Field Service Group has deservedly earned a reputation for experience, determination and commitment in providing the highest level of instrument support.
Helena Laboratories’ electronic instruments are warranted to be free from defects in workmanship. Liability under this warranty is limited to service or adjustment of the unit on-site or replacement of the unit, at the discretion of Helena Laboratories. On-site warranty service is provided at no charge during regular business hours, which are defined as Monday through Friday, 8:00 am to 5:00 pm, except national holidays. If service is requested to be performed outside of regular business hours and can be provided, the customer is responsible for labor and travel at Helena’s current rates. This warranty is effective for a period of six months (some instruments carry a one year warranty) from date of shipment to original purchaser, and does not cover faults caused by misuse, abuse, damage incurred in shipment, or acts of nature including but not limited to fires, floods, and electrical surges. This warranty does not cover damage due to malicious software, such as computer viruses, worms, Trojan horses, etc.
Service contracts are an effective method of insuring that your instrument is maintained to the highest standards. Several agreements are available, but if you don’t find one that suits your situation, we can design one just right for you.
Extended Warranty Service Agreement (EWSA)
This agreement extends the standard warranty coverage for instruments with six month warranties to a full one year and provides one scheduled preventive maintenance (PM) call. All provisions of the warranty remain in effect. Since during its first year of use an instrument experiences the greatest amount of “settle-in”, it is most important to have routine attention during that time. This contract is designed to provide that attention.
Consolidated Service Agreement (CSA)
This ‘blanket-protection’ agreement is the best way to prevent unplanned expenses should an instrument require emergency service. The Consolidated Service Agreement includes one scheduled PM calls as well as travel, labor and repair parts costs on all calls.
Comprehensive Replacement Agreement (CRA)
Designed for smaller instruments where factory service via overnight freight is more cost effective, this agreement offers the benefit of fast and easy instrument turnaround. Helena Laboratories will repair or replace your unit and pay the costs of shipping up to three times.