Summit Research Technical Support and Consultation Procedures
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:
- Customer initiates an inquiry for technical support at: (email address)
- In your email please include:
a. Technical Support Form
b. Photos (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.
New Consultation Procedure:
- Customer initiates an inquiry for new set up consultation at: (email address)
- In your email please include
a. Consultation Inquiry Form
b. Photos (optional, but helpful)
For inquiries about products and new set ups, complete (this form, form title) (hyperlink?). 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. Email us this inquiry and we will email you directly. 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.
Summit Research Team
Summit Research LIMITED LIFETIME WARRANTY and Policy
Summit Research warranties all of our products free from flaws and defects. The items we make like medias, chemicals, glassware, filtration devices, gauges, proprietary technology, and many other items we manufacture are covered under a LIMITED LIFETIME WARRANTY.
Summit Research does not refund money unless your order does not arrive. Any items purchased may or may not be in stock, even if built to order – will be guaranteed final delivery, outside of dates and times expected in emails we will not refund or exchange items for items, because the buyer becomes impatient and doesn’t want to wait for his or her item to be delivered (sometimes erroneous delays occur). This is also the case for drop shipments. If you buy items online or in remote states where you cannot pickup hardware like pumps, chillers, large scale evaporation; these items may be dropped shipped unless directly noted on the invoice. We take pride in always carrying stock, however some lead times aren’t manageable when manufactures are behind due to weather/high demands. We will do everything we can to get those drop ship items delivered as fast as possible.
We cover the life of the product. There will be instances where items have a lesser lifespan. Next are a few examples of such situations. Take for instance a sensor that had endured a lot of abuse and cleaning and is no longer accurate. A hochstrom filter when lubed on the o-rings and threads will last years even when USED EVERYDAY MULTIPLE TIMES A DAY. Another example, is a boiling flask that sees 200c can last about 50+/- runs. Sometimes more. Sometimes less if abused. Receiving flasks can last a lifetime with a general maintenance of regrinding joints, just as traps, monocows, and other similar items. Our lifetime warranty on our products does not cover abuse or damage inflicted on any items. Dropped filtration plates or tubes that get bent aren’t covered, just like sensors or electronics soaked in solvent. Our goal, is to deliver products that work, daily, everyday, and give the user the best possible experience. We guarantee that any Summit Research item carries a lifetime warranty that protects you against any possible defects and our items are always built to the highest standards possible.
Summit Research carries a manufacturer’s warranty policy. Which includes items like chillers, freezers, analytic sensors, diagnostic computers, rotary evaporators, pumps, and all other devices that SUMMIT RESEARCH DOES NOT MAKE come with a manufactures warranty! We guarantee to help you, the customer, to the best of our abilities. We are not allowed to take items from inventory and swap them in any case. You must work these terms out with the manufacturer. Do not come to us with a chiller down, or a bad sensor, we are forbidden under agreement to handle, diagnose, or authorize any warranty swap or repair. When purchasing an item like this from Summit or any other reseller across the nation you agree to the manufacturer’s
terms and condition on their offered warranty. Unless, we are contacted by them direct, we are unable to diagnose, fix or swap any items what so ever. This is a standard boiler plate business practice and is common in all industries – this means if you have concerns about these policies you must take them up with the manufacturer, not Summit.
Damage Clause Memo:
Lets be honest, don’t fucking lie to us. Everyone tries to get one over on someone. It won’t fly here. If you are operating a short path without proper supports we will void your warranty. We aren’t responsible for your lack or safety or common sense. You can’t fix stupid. None of our warranties cover mistakes, even if they are – mistakes. High ramping temperatures, abuse to glass, soaking pumps with solvent, dirtying up your sensors; any of this isn’t covered in a warranty, so save your breath when trying to give us lectures on how “you interpret” companies warranties. Be safe and know we want all of you to succeed.