F.A.Q

SOLVD is an independent company and has no relationships with any of the OEM mentioned unless specifically stated otherwise.  In most cases we compete with the OEM for providing service on instruments.  Our team leaders are very open and transparent about when 3rd party service is a good option and when the lab should stay with the OEM.  For many larger labs and/or qualified (GMP) labs we recommend using the OEM for certain services and 3rd party for certain services.  A Hybrid approach can be a solution that improves responsiveness, controls costs and maintains the highest quality of service.

Many customers who are concerned about 3rd party service have their their concerns amplified by the OEMs - "the 3rd party company doesn't know how to work on these systems, they will ruin the warranty and possibly affect the data..." Perhaps there was a bad experience with 3rd party in the past or just a story of bad service.  Most often there is simply an opinion that only the OEM can do a good job servicing my equipment.  This puts great pressure on the lab and company to be locked into spending excessive amounts on routine maintenance when viable alternatives using qualified 3rd party to save 20-40% on service and maintenance costs.

The truth is most 3rd party companies have service engineers that used to work for the OEM and they know a good amount about PMs, basic service and qualifications.  The biggest challenge with 3rd party is when the FSE specialist for leaves the company and there is a struggle to train new engineers at a high level.  Every customer should ask if the FSEs have completed a training program and can provide a training certificate.  

The other 2 issues are parts and software.  Most 3rd party service companies aren't allowed to buy parts from the OEM.  Often times the OEM restricts sales of parts and software to lock out used instrument resellers and 3rd party service providers.  Some 3rd party companies can offer qualifications and full PM service with full repair service.  It's very dependent on parts supply and the customer's willingness to accept select refurbished parts when needed.  Software upgrades will also be limited when using 3rd party companies.

Carefully balancing the costs, needs of the lab for compliance and available capabilities within the 3 party provider will ensure the lab receives the best service, at the most sustainable costs possible.