The warranty covers defects in the materials and workmanship of the instrument. STEMCELL’s proprietary software is also covered under the warranty.

1. Instruments with missing or altered tamper seals or serial numbers;
2. Instruments for which STEMCELL has not received payment;
3. Issues that result from:
   • External causes, such as accidents, abuse, misuse, or problems with electrical power;
   • Servicing not authorized by STEMCELL;
   • Usage that is not in accordance with the instrument user manual provided at the time of sale; and
   • Using accessories, parts, or components not approved by STEMCELL.

Work performed by STEMCELL on any instrument made necessary as a result of causes mentioned in this section shall be billed to the customer at the current rate for parts, labor, shipping, and if applicable, travel expenses.

Contact the STEMCELL office or distributor for your region; contact information is available on our website. Please have the serial number for your STEMCELL instrument available for reference when talking to one of our service representatives.

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Any work requested to be performed by STEMCELL on a weekend, designated holiday, or a STEMCELL- designated holiday is subject to availability and will be billed at the weekend/holiday rates in effect at the time of the service.

A STEMCELL service representative will request a diagnostic package and endeavor to fix the instrument remotely. If further repairs are deemed necessary to restore function, STEMCELL will either arrange for an on-site visit or issue a Return Material Authorization Number, which you can use to ship the unit back to STEMCELL at no charge. The choice between an on-site service visit or shipping the unit back to STEMCELL for repair will be made at STEMCELL’s sole discretion. In the event that the unit is shipped back to STEMCELL for repair, the instrument will be returned to you with labor, parts, and shipping costs covered by STEMCELL. Shipping methods will be at STEMCELL’s discretion.

Under the warranty, STEMCELL will replace all parts required to repair the STEMCELL instrument free of charge. The use of new or refurbished parts will be at the discretion of STEMCELL. All replacement parts will be inspected and tested for quality assurance; these parts will also be covered for the remainder of the warranty. STEMCELL will own all parts removed from the instrument during repair.

A STEMCELL service representative will request a diagnostic package and endeavor to fix the instrument remotely. If further repairs are deemed necessary to restore function, STEMCELL will either arrange for an on-site visit or issue a Return Material Authorization Number, which you can use to ship the unit back to STEMCELL at no charge. The choice between an on-site service visit or shipping the unit back to STEMCELL for repair will be made at STEMCELL’s sole discretion. In the event that the unit is shipped back to STEMCELL for repair, the instrument will be returned to you with labor, parts, and shipping costs covered by STEMCELL. Shipping methods will be at STEMCELL’s discretion.

If the instrument is not under warranty and is in need of a repair, STEMCELL will perform Break-Fix service to repair your instrument. You will be charged for the time, materials, and other expenses required to complete the repair.

To request Break-Fix service, call the STEMCELL Technical Support team. A STEMCELL service representative will perform remote diagnostics as the situation allows. Based on the remote diagnostics, STEMCELL will issue a quote for the estimated repair. On-site or depot service intervention will proceed within 5 days of STEMCELL receiving a Purchase Order (PO) for the estimated repair. Upon completion of the repair, STEMCELL will issue an invoice for all actual costs incurred.

Break-Fix' service provides the same quality of repair as all instrument service interactions. However, this is not STEMCELL’s preferred service method. Costs can be unpredictable and the time required to complete the repair is often prolonged, as it can be challenging to process an urgent PO and arrange for your institution to pay for the repair, leaving a critical instrument out of operation.

Customers who have purchased a Preventative Maintenance Plan are entitled to one preventative maintenance visit per year at a mutually agreed upon date. A Preventative Maintenance visit is a proactive way to avoid unscheduled downtime from a potential service event, and also ensures that your instrument is routinely maintained. Preventative Maintenance Plans may be purchased in addition to the one year warranty.

Preventative maintenance covers the following:

• One or multiple visits per year
• Instrument decontamination and cleaning
• Inspection labor
• Software verification and upgrades
• Hardware and fastener verification
• Electrical card, cabling, and connector verification
• Full positional verification and calibration if required
• Required maintenance on drive systems
• Related shipping costs (if applicable)

A Preventative Maintenance Plan can be purchased for instruments that are not under warranty. During the preventative maintenance visit, if it is determined that major parts within the instrument require upgrading or replacing, STEMCELL will advise you of the need to upgrade or replace those parts. Should you decide to proceed with the upgrade or replacement of those parts, STEMCELL will charge you at the current rate for parts, labor, and travel expenses.

Under the warranty, STEMCELL will replace all parts required to repair the STEMCELL instrument, with no cost to the customer. Unlike the warranty that includes associated parts and labor costs, preventative maintenance covers labor and consumables for regular maintenance, calibration, diagnostics, but not any downstream costs for repairs and upgrades identified as part of the maintenance visit.

The initial warranty for the STEMCELL instrument begins on the ship date indicated on the invoice and is good for a period of one year, unless specified otherwise by STEMCELL in writing.

The initial warranty and any subsequent warranty may be extended by purchasing additional years of coverage. Up to an additional four years of warranty coverage can be purchased for an instrument at the time of purchase. Additional coverage may be purchased as long as the instrument is covered by an existing warranty up to the maximum of five (5) years of coverage from the original ship date. Warranties beyond the five years can be renewed until STEMCELL announces the end of support for the product.

Instruments with expired limited warranties are subject to preventative maintenance inspection prior to reinstatement of any warranty. Reinstatement is at the discretion of STEMCELL and is subject to the following conditions:

1. STEMCELL will perform an initial inspection of the instrument to determine eligibility for the reinstatement of the warranty. If necessary, STEMCELL technicians will perform repairs/upgrades and return the instrument to functional/upgraded conditions. Reinstatement may be denied if there is evidence of unauthorized repair or gross damage due to non-intended use; and
2. The customer will be responsible for the cost of this warranty reinstatement inspection and any repairs that may be necessary, including parts, labor, and if applicable, shipping fees.

Please contact a STEMCELL sales representative who can provide you with a quote. All sales are final and payment must be received within thirty (30) days of signing the warranty.

Once a warranty or Preventative Maintenance Plan has been purchased and paid for in full, they must run their term and cannot be canceled or refunded.

The Warranty and Preventative Maintenance Plan are non-transferable.