Product Troubleshooting
What if a Bio-Rad reagent does not work as expected?
At Bio-Rad, we work hard to ensure that all our reagents perform well and consistently, and go to great lengths to make sure our datasheets are easy to read, clear and unambiguous. However, we also believe there is always room for improvement. In the unlikely event that a Bio-Rad reagent does not work as described on our datasheet, we have a fair and objective policy for working with this situation. Our procedure, which is outlined below, provides you with the quickest possible resolution. If any Bio-Rad product is found to be faulty at any time during our investigations, we will offer you the choice of an immediate replacement or a credit note.
All complaints relating to a product’s performance must be notified to your local Bio-Rad office or local distributor. If immediate troubleshooting is not successful, we will ask you to complete one of the troubleshooting forms below. This form allows us to collect all information necessary to make an accurate assessment of the problem.
Please complete the troubleshooting form as fully and as quickly as possible and return it to your Bio-Rad contact or to one of the local offices detailed below. On some occasions, it may be necessary to attach further details or example results on additional sheets. We are always happy to help with any questions concerning the completion of this form. Delays in providing all relevant details will slow down our ability to resolve the problem, as we may have to ask for extra details.
Once the troubleshooting form is received, our experienced technical support and senior laboratory staff will make a careful assessment and will try to solve the problem by providing advice based upon all the information available. At the same time, we will check our retained batch samples using the quickest available method to verify the activity of the reagent.
If the problem cannot be resolved by advice and our retained samples show expected activity, we may ask for a sample of the problem product to be returned to Bio-Rad for evaluation. Should this be required, arrangements for the reagent’s safe return will be made at our expense.
If a returned sample is found to be faulty at any time during our investigations, Bio-Rad will offer you the choice of an immediate replacement or a credit note.
If, after assessment, a returned vial is found to perform as expected, it will be returned with additional technical advice.
