Support, Consultation,
& Warranty Information

Support, Consultation,
& Warranty Information

Technical Support

To ensure proper and professional customer service, Summit Research no longer accepts calls through our phone system for technical support. We now track all technical support requests and responses through emails to ensure a faster response time. Typical response times will range from 5 minutes to 24 hours during business days.

New Technical Support Procedure:
To initiate an inquiry for technical support, please filled out the Technical Support Form below. Uploading photos is optional, but helpful.

NOTE: If it is deemed necessary by management, we will contact you to schedule a call with one of our technicians. All tech support phone related conversations will be scheduled by appointment only, and phone related tech support is only provided upon approval of management.

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    Consultation Services

    New Consultation Services Procedure:
    To initiate an inquiry for new set up consultation please use the Consultation Inquiry Form below. Uploading photos is optional, but helpful.

    Include as much detail as possible so we can recommend and build your products. It is very important to explain how much material you will be handling at the end of day, week, or month, and please include your budget. If necessary, we will schedule a phone or in-person appointment at our store front. This is a free consultation. In efforts to keep our phones open for urgent matters, we hope this new policy enables all of our customers to receive the best quality and timely support with our products. We welcome comments or suggestions at any time on ways to improve our service to you, our valuable customers.

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      Warranty, Purchase/Return, and Limited liability policies.

      Damaged shipments:

      Summit Research sells high quality glassware, previously tested and inspected at the factory, prior to initial shipping. Once shipments have been received to our warehouse we also perform a secondary inspection on all products.

      All products are shipped in load tested boxes and safely packaged. If any glassware arrives defective or damaged those items must be noted to the carrier upon receival. Without noting damage by the carrier all items are considered accepted in good condition. The buyer must document any and all damage to the box the shipment was sent in. As the shipper of origin Summit Research is obligated to send all damaged glassware, pictures/videos and documentation to the shipping provider.

      All boxes must be inspected and any discrepancies must be brought to Summit Researh’s attention within 14 days of the delivery date to verify any breakages that may have occurred during the shipping process. Customers are responsible to ship any damaged items back to Summit Research as it arrived immediately. Please contact Summit Research to have a return tag created for broken/defective items to be exchanged. Summit Research will reship replacement items as quickly as possible at no cost to complete your order. The same policy applies if any steel arrives damaged or defective.

      Glass Breakages and Product Misuse:

      Our glassware carries a 30 day warranty that protects it from actual damages during usage that is not related to operator error. Summit Research has bench-marked both our glassware and stainless hardware for failure and we have documented when and where these types of failures can occur.

      When using our glassware the end user is responsible for properly cleaning all the joints (ensuring that these joints are clean, dry and free from product). The assistance of lubricant is required so the joints do not mar. If damages occur without the use of lubricant because the items have welded tight from expansion, Summit Research warranty is not applicable. Recommended protocol is to assemble all glass (clean, dry, and free of residue) with lubricant on all joints. When disassembling glass components, all glassware must be handled with Kevlar gloves and simply disconnected/removed while at a slightly cooler temperature than it is to be used. At no point should you allow the glassware to cool off to the touch to be dismantled. Summit Research is not responsible if the glassware is damaged (bumped, dropped, or shocked) during operation with improper temperatures while in use or during cleaning. Not using lubricant or allowing the glass to slightly cool before taking the system apart is considered misuse and will void every and all warranty and support.

      Utilizing temperatures over 200 c will create sections of use where the joints can potentially weld themselves closed when cooled down, this can also lead to oblonging the seal when force is used to pull the assembly apart. If the glassware implodes or is damaged under use and abuse is not evident, the end user is required to document the entire process from start to finish. Immediately photograph failures if damage occurs. Summit Research requires that the end user send all documented data so that our technicians can verify your current temperatures and vacuum settings were within the required operating parameters. The end user must document and note in a ledger the entire operating procedure as you work day after day, including your noted protocol during failure for any replacement of failed products.

      Summit Research stands behind all our products, but we must ensure they are being used properly.

      Summit Research is not responsible for third party components used in conjunction with our systems. If an end user third party component is damaged by a Summit Research product, we are not liable for time lost, hardware damaged, or financial losses while using Summit’s products. Summit Research is solely responsible for manufacturing, distribution and end user support of our products/systems. Summit research is not liable for shipping issues or complications due to the misuse of our products/systems. Support will be given for any items that arrived to the end user in a dysfunctional and unusable state. Once a claim is submitted, a final decision will be made after all information is reviewed. Summit Research prides itself on being an honest business and will respect customer honesty in return. Alternatively, if insufficient information has been provided or if there is clear misuse of our products/systems, replacement items will not be provided.

      Lab Stand Setup and Supports:

      For Summit Research to give support and warranty on Summit glassware, we require the end user to set up their lab stands as indicated in our Resources section. The end user does not need to utilize our lab stands, but we do require any stand to be configured as required in the form previously mentioned. This allows our technical staff to better diagnose and support any breakage claims for issues related to glass.

      Product Returns/Exchange Policy:

      Summit Research does not accept returns on any products/systems. Only exchanges on brand new and unused items that were improperly ordered can be accepted after manager approval. All Summit Research shipments must be checked within 14 days of their arrival to verify any mis-ordered items or damage that may have occurred during the shipping process. At no point, will exchanges or returns be accepted after 14 days of the shipment’s arrival. No returns will be accepted due to buyers remorse, an improperly used item or an end users lack of operational knowledge. Summit Research asks that end users are properly educated in operation of any items prior to purchase.

      RMA (Return Merchandise Authorization):

      Any items approved for exchange must arrive at Summit Research with a completed RMA in its original packaging and unused (in the same condition the product was when it left our facility). Please include copies of all corresponding invoices or packing slips as well as the completed RMA to your order before sending items out. This will ensure that any approved exchanges are completed in a timely manner.

      Summit Research stands by products, and expects that they arrive in excellent condition, free from defects and in working order. Any issues arising outside of criteria that may have failed to have been caught by our quality control process must be documented and communicated to our team within 14 days of the end users product being delivered. Please send items to Summit Research immediately for a replacement. Product onhand will be sent out within 24 business hours and a notification will be given for any items that are currently not in stock. For out of stock items, Summit Research will do everything possible to have the replacement product/s sent in a timely manner.

      Back-order/custom items are not eligible for return or exchange at any point due to items being made to order. When purchasing back-ordered/custom items the customers acknowledge that no refunds will be given.

      Credit and Paypal Disputes:

      Summit Research customers, end users and purchasers agree to not dispute any merchant charges (Visa, Mastercard, PayPal etc.) when doing business with Summit Research. If an item comes defective and is returned, Summit Research will do everything in our power to correct the issue; if an item arrives damaged or unusable for the purchaser or end user. Our purchase policy is a business agreement in which Summit Research will handle the support of any Summit Research items. The customer cannot dispute the charges under any circumstances, unless the item was never received. This is not conditional to any customer. Summit Research takes pride in our work, we are an honest workplace and refuse to be abused as a business by any form of fraud.

      Damage Clause Memo:

      Let’s be honest, don’t lie to us. People try to get one over on companies and it won’t fly here. If an end user is operating a short path without proper support Summit Research will void your warranty. Summit Research is not responsible for an end user’s lack of safety or common sense. None of Summit Research’s warranties cover mistakes, even if they are – mistakes. Examples include but are not limited to high ramping temperatures, abuse to glass, soaking pumps with solvent or improper cleaning of sensors. Any issues resulting from improper use will not be covered by warranty.

      Be safe and know we want all of you to succeed!

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