PO BOX 752
Beaumont, Texas 77704-0752
1530 Lindbergh Dr.
Beaumont, Texas 77707-4131
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.
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.
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.
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.
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.
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.
We are dedicated to quick, efficient handling and shipment of your orders. Orders are accepted by phone, fax, mail, EDI, or in person to your local Helena technical representative. Representatives are located throughout the U.S. and worldwide through our subsidiaries and distributors. Or you may call or fax directly to our Order Department at our Texas headquarters.
EDI users must pre-register by first calling Order Entry. Purchase Order Number, Name of Institution, Account Number (if known), Shipping and Billing Addresses, Shipping Requests, Catalog Numbers, Quantities, Size (if applicable), Voltage and Hz Requirements.
All prices are F.O.B. Beaumont, Texas. The prices stated are United States dollars retail and subject to change without notice. Products are generally shipped via Federal Express 2nd Day Delivery or UPS Ground. Please indicate if you require any other shipping method. Terms are net ten (10) days. A $25.00 minimum order is required.
Leasing arrangements are available to fit your needs. Please contact our sales department for more information.
All Helena equipment is available on a monthly rental basis; contact our sales department for more information.
To ensure your continued satisfaction, Helena provides fully staffed Customer Service Departments. Our staff is ready to serve you by providing assistance with instrumentation and diagnostic procedures. Helena's Customer Service Departments may be reached from any U.S.A. phone by calling 800-231-5663, toll free (outside U.S.A. call 409-842-3714). This service is available at no cost to all Helena customers and can usually resolve problems quickly and easily.
Qualified Helena representatives are located worldwide to call on customers whenever possible, providing technical assistance in the demonstration, evaluation, selection and use of Helena products.
Helena electronic instruments are warranted to be free from defects in workmanship. Liability under this warranty is limited to service or adjustment of unit on-site, or replacement of unit at Helena's discretion. On-site service is provided at no charge during regular business hours (M-F, 8-5; except national holidays). If service is requested outside of regular hours and can be provided, the customer is responsible for labor and travel at Helena's current rates. This warranty is effective for 6 months (1-year for some instruments) 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.
We reserve the right to discontinue any item without notice and to change specifications at any time without incurring any obligation to incorporate new features or modifications in previously sold product.
All goods received shall be inspected by Buyer within two (2) weeks of invoice date and unless a notice of rejection has been sent by Buyer to Seller within such time period, Buyer shall be deemed to have irrevocably accepted such goods. Any claim for shortage or errors must be reported to Seller within this same time period. Call 800-231-5663, extension 1873.
All products returned to Helena must have a Merchandise Return Authorization (MRA) number. To obtain return authorization, follow these steps:
1. Notify Helena of need to return product.
A. For Defective Product, call our Technical Service Department. At time of call, discuss the problem with the Technical Service Representative and request an MRA number. Please have ready appropriate lot number(s) and/or serial number(s) and amount of the product you need to return.
B. For Product Shipped or Ordered in Error, call the Order Department to request an MRA number. All equipment ordered in error will be restocked at a charge of 25% of the purchase price. All other products that you have received because of your error are not returnable for credit.
Domestic Customers: Any discrepancies must be reported within 14 days after receiving product. Call 1-800-231-5663 ext 1873.
2. After obtaining MRA number, return product as instructed. If possible, include original packing slip. All documents and correspondence must include MRA number. Return merchandise should be sent prepaid unless other arrangements are approved by the Customer Service Representative who issued the MRA.
Any descrepancies must be reported within 14 days after receiving product. Email: firstname.lastname@example.org or email@example.com
Recommendations and data in this publication have been assembled from lab reports, various external sources, and tests conducted at Helena Laboratories. The material has been carefully compiled and is believed to be reliable. Since Helena has no control over the conditions of use of its products, the company disclaims any responsibility for damages or injuries that might occur during use of Helena products. Helena Laboratories does guarantee reliability of its products to the full extent of the terms stated under Warranties.