Alpha Omega Instruments Service & Support

The Service Department of Alpha Omega Instruments is updating and expanding its facilities. Our objective is timely and expert maintenance and performance verification service to meet the needs of the growing number of AOI products operating in the field. So over the next few weeks,  AOI isn’t accepting new requests to return AOI units not still under original warranty (typically less than one year old) for routine repairs and calibrations. Please check back here in the next few weeks for an update. In the meantime, returns for service already in-progress are being processed without interruption. AOI appreciates your patience as we take some exciting steps to continue serving our customers better in the future.

Alpha Omega Instruments has been providing product and application support to its customers for approximately 25 years. The Company recognizes the importance of providing timely and insightful assistance. Although we can be reached by phone during normal operating hours (8:30 AM to 5:00 PM Monday through Friday EST), we encourage customers to fill out the form below to purchase a repair, performance verification process, or to just ask a general service question.

Services Offered

  • Warranty Checkout
    • Fee: $N/A
    • Priority Handling
  • Functional Checkout for Repair
    • Fee: $220 + Customer approved estimated repair costs
    • Estimate: average 2 weeks FOB
    • Repair: average 2-3 weeks from approval
  • Functional Checkout for Repair: Including Standard Certification of Performance Verification
    • Fee: $595+ Customer approved estimated repair costs
    • Estimate: average 2 weeks FOB
    • Repair: average 2-3 weeks from approval
  • Standard Certificate of Performance Verification – Only
    • Fee:  $395
    • Time: Average 2 weeks FOB
  • EXPRESS Certificate of Performance Verification – Only
    • Fee: $495
    • Time: 5 business days FOB

SERVICE DESCRIPTIONS

Warranty Return Authorization – Please contact our service center and speak to one of your repair advisers before requesting a RMA – Return Manufacturers Authorization. Some technical difficulties can be resolved over the phone saving shipping costs and downtime for the instrument. Warranty returns are given priority status.

Functional Checkout and Repair – Includes an evaluation of the instruments electrical/mechanical performance and an evaluation of sensor performance. Unit output performance is also monitored overnight, checking for any abnormalities.

A cost estimate for any recommended repairs will be sent to the customer before proceeding with any repairs. Also includes engineering upgrade mandates at no additional charge. This service DOES NOT include a Certification of Performance Verification, but it can be added at an additional cost.

Turn around time: Estimate time – average 2 weeks FOB, Repair time – average 2-3 weeks from Customer Approval Date

Standard Certification of Performance Verification – It is recommended that this service be used in addition to our Functional Checkout and Repair service to avoid higher cost resulting from equipment failure or abnormalities during the certification process, which would incur a second certification fee.

Includes a standard 2-4 hour purge on Ultra-pure 100% nitrogen and verification on a minimum of two calibration gas mixtures. (Longer purge times would incur an additional fee.) Unit output performance is also monitored overnight, checking for any abnormalities. No electrical/mechanical repairs or evaluations are included with this service. A Certificate of Performance Verification is included.

If the unit fails certification or any abnormalities are observed, the customer will be contacted before proceeding with any further service.

Turn around time: average 2 weeks FOB (if included with our Functional Checkout and Repair this time IS NOT an addition to the turn around time from the date of customer approval)

Express Certification of Performance Verification – This service is for instruments that have been operationally fine in the field and are simply due for re-certification. It is not recommended for instruments whose sensors may be reaching end of life or are demonstrating abnormal behavior.

Includes a standard 2-4 hour purge on Ultra-pure 100% nitrogen and verification on a minimum of two calibration gas mixtures. Unit output performance is also monitored overnight, checking for any abnormalities. No electrical/mechanical repairs or evaluations are included with this service. A Certificate of Performance Verification is included.

If the unit fails certification or any abnormalities are observed, the customer will be contacted before proceeding with any further service at an additional fee.

Turn around time: 5 business days FOB

FACTORY PERFORMANCE RE-CERTIFICATION SERVICE

Alpha Omega Instruments provides original equipment manufacturer repair and functional calibration services for its instruments. As an OEM, Alpha Omega Instruments is not required to have ISO/IEC 17025 or ANSI / NCSLZ 540-1994 certification. Alpha Omega Instruments will provide a Certificate of Performance Verification, which includes as found/as left data, where applicable. This data is attained using certified, primary, and transfer standard calibration gas mixtures that are produced in a ISO/IEC 17025 accredited facility with stated NIST traceability and, where applicable, adherence to EPA producing and testing protocols.

WE ARE NOT A CERTIFIED LAB, THE COMMON NOMENCLATURE “CALIBRATION” IN THE CONTEXT OF THE SERVICES OFFERED BY AOI REFERS STRICTLY TO OEM FACTORY PERFORMANCE RE-CERTIFICATION USING CALIBRATED OR ABSOLUTE MEASUREMENT STANDARDS AND INDUSTRY PRACTICES.

As part of our Quality Management System to ensure that the manufacturing of our products meets our customer’s expectations, we as a company have implemented a Controlled Documentation System for our product assembly and testing, as well as for any support documents provided for our products to our customers. Any similarities of our Controlled Documentation System to other quality management systems such as ISO 9001 or other quality management systems are coincidental and does not imply nor infer compliance to any such system.

Alpha Omega Instruments does not have, or represent itself as having ISO 17025 accreditation. The information contained on our Certificate of Performance Verification is prepared at your request by qualified experts. While we believe that the information is accurate within the limits of the analytical methods employed and is complete to the extent of the specific analyses performed, we make no warranty or representation as to the suitability of the use of the information for any particular purpose. The information is offered with the understanding that any use of the information is at the sole discretion and risk of the user. In no event shall the liability arising out of the use of the information contained herein exceed the fee established for providing such information.

Please Note: Alpha Omega Instruments will evaluate instruments for re-verification of performance using NIST calibrated gas standards; however, in the event that upon evaluation it is determined that the unit is in need of repair before performance verification can be completed, the customer will be notified if the serial number indicates the unit is 10 or more years old. Due to availability of replacement components, repairs are no longer supported by AOI on units that age.