Service FAQ

A:   bioMérieux’s current offerings include:

• System Installation
• Comprehensive Service Agreements
• Preventive Maintenance Visits
• On Demand Repairs
• System Upgrades
• Instrument Moves
• Lab Optimization
• Training & Education
• Information Management

A:   bioMérieux offers several options for service, ranging from Full Service to Preventive Maintenance (PM) Plus agreements, all designed to optimize instrument performance and minimize downtime. We also offer a la carte services. 

A:   Please send a request for a Service Agreement quote including contact information to US.ServiceContracts@biomerieux.com.

A:   bioMérieux warrants the instruments to the customer for a period of one (1) year after date of installation against defects in material and workmanship and failures to conform to bioMérieux’s specifications applicable on the date of installation. Coverage by bioMérieux under the standard warranty includes (a) commercially reasonable efforts to provide on-site engineering support within forty eight (48) hours of determination by bioMérieux that an on-site visit is necessary, Monday-Friday, 8:00AM-5:00PM local time in the Continental U.S., excluding locally observed holidays; and (b) remote applications and engineering support Monday-Friday, 8:00AM-5:00PM local time in the Continental U.S., excluding locally observed holidays. Please see your service agreement Terms and Conditions for further details.

A:   The Enhanced Warranty is available for purchase during the warranty period as a supplement to the Standard Warranty, increasing the level of coverage to include (a) commercially reasonable efforts to provide on-site engineering support within twenty four (24) hours of determination by bioMérieux that an on-site visit is necessary (b) 24 X 7 telephone support (c) on-site support available 7 days a week from 7AM – 7PM local time, and (d) Preventive Maintenance (PM) visits and automatic PM scheduling. Please see your service agreement Terms and Conditions for further details.

A:   Technical support is included in our Full Service and Preventive Maintenance (PM) Plus Agreements, which include 24 X 7 telephone support coverage. For those labs that operate Monday through Friday only, bioMérieux offers a Business Hours Full Service Agreement that includes telephone support from 8AM – 5PM local time.

Click here to view our service plans scroll down to 'Service Features' for more information.

A:   Each preventive maintenance is instrument specific. The alignment and calibration of your instrument is set back to factory specifications. Commonly wearing parts are also replaced to ensure continued optimal operation of your bioMérieux equipment.

A:   The majority of instruments require preventive maintenance on an annual basis, but some require semi-annual service. Click here and scroll down to ‘US Service Offerings’ for more information.

A:   One of the advantages of the service agreement is that the preventive maintenance will be scheduled for you at the recommended interval. For those not on a contract, contact our technical support hotline:

• Clinical: 1-800-682-2666
• Industry: 1-800 634-7656

A:   Due to the specific skills and tools required to perform the instrument service, bioMérieux recommends that only Systems Engineers certified by bioMerieux service all bioMérieux products.

A:   The bioMérieux service manual is proprietary and is not made available to customers; however, an operations manual is provided with the instrument upon installation.

A:   An instrument requiring removal can be coordinated through the bioMérieux technical support line at Clinical: 1-800-682-2666, Industry: 1-800 634-7656. You will be contacted directly by your local Field Systems Engineer to coordinate decontamination and preparation for shipment.

A:   bioMérieux offers several relocation options based on your specific needs. Please contact the bioMérieux technical support hotline at Clinical: 1-800-682-2666, Industry: 1-800-634-7656 for a quote for move service.

A:   Field Engineers should not be contacted directly. Should service be required, contact the bioMérieux technical support hotline at Clinical: 1-800-682-2666, Industry: 1-800-634-7656, which allows technical support to attempt an immediate fix as well as facilitating the documentation procedures which update historical service records and which are required for regulatory and quality purposes.

A:   The standard is three (3) months after installation, but the contracts can vary per customer.