At Sony Biotechnology we strive for excellent customer relationships. Our customer service and technical service teams are at your service to answer questions, help streamline orders and ensure your instrument is working optimally.
All customer support team members have many years of experience supporting scientific research. Our technical service engineers have deep competencies in science and working with flow cytometers.
You can contact us and place orders via web, phone or email. You’ll find the worldwide contact information for Sony Biotechnology and our distributors here. You can also choose to email us using the Contact Us form or at the email below. Your inquiry will be routed to the correct person to respond to your service, support or sales request.
Contact Scientific Support and Service
We are available Monday to Friday from 6:00AM to 5:00 PM PST. You can reach us at 800.275.5963, Select 2.
Contact Customer Service
If you would like to order a product or have a question about an order, please contact customer support. Detailed order information is also online. We are available Monday to Friday from 6:00AM to 5:00 PM PST. You can reach us at 800.275.5963.
About Service Agreements
Annual service agreements for Sony Biotechnology instrumentation include preventative maintenance inspection, software revisions, and unlimited telephone support for both instrument and software.
In addition, should service engineers determine that an on-site service visit is needed, (off cycle from preventative maintenance) we make every effort to schedule a qualified engineer to arrive on-site within 72 hours of dispatch. Your annual service coverage includes the cost of parts, travel and labor for these on-site support visits. Please note that consumables* are not included in maintenance service agreements.
Preventative Maintenance Your Responsibility
Customers are expected to perform routine preventative maintenance to ensure the instrument is working optimally. If you have any questions about routine maintenance best practices please discuss these with your service engineer. Some of the routine maintenance activities include replacing sheath filters, hydrophobic air filters and sample lines; cleaning optics and tanks and fluidic system.
*Consumables include but are not limited to: sorting chips, cleaning chips, sheath filters, hydrophobic air-filters, optical filters, sample collection cassettes, sample loading cassettes, sheath tanks, rinse and waste tanks, O-rings, sample lines, fluidic fittings, fluorescent particles (beads) or other quality control (QC) products, sheath fluid.