Services & Support
Your success is ours! From the time you purchase a Wyatt instrument, we are there for you every step of the way and give you more than just an instrument warranty. Wyatt provides a full suite of support offerings to help you make the most of your investment. Most importantly, you get unrivaled personal attention to ensure success and productivity.
On-site installation and training
With every instrument purchase, we offer an on-site installation and familiarization visit at your laboratory to ensure proper instrument set-up and function. We also offer customized on-site training tailored to your specific needs. These additional services may be especially desirable if a large group of staff members wants to receive instruction.
First-year service and support
All new Wyatt instruments come with a full year of unlimited telephone and e-mail support as well as our standard full-coverage warranty during the first year. Our congenial staff of Ph.D. scientists and expert technicians provides both technical and application assistance. We will show you how to analyze your data or set up instrument communications by remotely accessing your PC.
After the first year, annual service plans are available for continuing, unlimited telephone support, e-mail support and instrument service. Benefits of the service plans include annual preventive maintenance, on-site calibration, re-qualification, and discounts on parts and labor for repairs.
Learn more about service plans
The specifics of first-year service as well as continuing support may vary by region. Please contact your local Wyatt representative for more information.
IQ/OQ and compliance
Wyatt Technology™ offers a complete compliance program including documentation and on-site validation for all of its instruments. We provide the resources and tools necessary to ensure compliance. We’ve worked extensively with our partners in compliant environments to build up a robust set of documents and services. Wyatt instruments and software are used in GMP environments at pharmaceutical, biotech, and other regulated industries around the world.
Light Scattering University
Our flagship training program Light Scattering University™ (LSU) is included with every purchase of a light scattering instrument. In the 2, 3 or 4 day course—depending on which system is purchased—LSU students discover advanced data processing methods and alternative analytical tools they may not be familiar with. The students also learn how their MALS and DLS data complements information from other techniques they are using in the lab. Advanced classes are offered for LSU graduates on more detailed techniques and topics.
During LSU our students meet Dr. Philip Wyatt, Founder and Chairman of the Board who gives an acclaimed Light Scattering Instrument Museum tour. Students also meet those who invent, build, service and support the instruments, so they know the team that will support them when back in the lab.
An LSU credit, inclusive of airfare, accommodations and most meals, is included for North American customers who purchase one of our light scattering instruments. While you are here, we work you hard but feed you well—at a variety of Santa Barbara restaurants!
Service and Support Plans
At Wyatt, we understand that downtime and loss of productivity is critical and have developed comprehensive service offerings — our Platinum, Gold and Silver Service Plans — specifically designed to make preventative maintenance and instrument repair requests quick, smooth and hassle-free. These plans are available on an annual basis after the first-year instrument warranty expires and offer priority phone and e-mail support in addition to instrument service.
The Platinum and Gold Service Plans offer comprehensive on-site preventive maintenance, repair services and software updates. A highly trained Wyatt Field Service Engineer will come to your facility and perform annual or semi-annual preventative maintenance, calibration and optional re-qualification checks. We also offer loaner units should an instrument require factory repair. With our Silver Service Plan, you can expect full instrument calibration and quality control testing, priority service including parts, labor, shipping, as well as the same comprehensive, first-priority technical and application support by phone, email, and screen sharing sessions as offered with the Platinum and Gold Service Plans.
Web-based support
Our Customer Support Center contains a wealth of useful resources on everything related to your Wyatt light scattering instruments, software and applications:
- Software updates and bug fixes
- Technical Notes on how to connect and work with your instruments and software
- Video tutorials, software tutorials and educational webinars
- Learning Resource section with New User Guides
- Reference materials such as User's Manuals, Certificates of Analysis for Wyatt-supplied standards, CE and TUV declarations
Register or log in to the Support Center here.
We're Here to Help
Phone number +1 805-681-9009 option 4
Business hours: M-F 8 a.m. - 5 p.m. Pacific
Consulting
By special arrangement, we can provide extended on-site consulting services by an Applications Scientist to set up methods and run samples on your instruments in your lab. This avoids the need to send samples off-site for analysis and allows for intimate, real-time consultations with the best experts available. Availability may be limited to certain geographical regions.
If you would like to have our lab staff analyze samples for you and provide consultations, explore Wyatt's in-house Sample Analysis services.
Wyatt Technology Store
With our online store, world-wide customers can search for parts, consumables and accessories and view product images and part numbers. The store is categorized by Wyatt product families making it easy to know which parts are compatible with your instrument. US and Canadian customers can register for an account and order parts and accessories with either a purchase order or a credit card.
Browse our most popular consumables, review your order history and easily place repeat orders online. If you have questions on which Waters™ Wyatt protein SEC column is best for your application, check out the friendly SEC Columns Guide which will interactively guide you to the recommended column. In addition to ordering parts and accessories, you can also inquire about our training courses, IQ/OQ validation, and service plans.
