Overview

At Sony Biotechnology, we are committed to building lasting customer relationships through responsive, reliable support. Our dedicated customer service and technical support teams are here to answer your questions, simplify ordering, and keep your instruments performing at their best. From day-to-day assistance to expert troubleshooting, we provide the guidance and care you need to operate with confidence and efficiency.

Service and Support Contacts

Orders

Orders can be placed via our website, phone or by email. You can pay by purchase order or credit card.

• For instrument quote please contact your sales representative, or use the request a quote form.
• Please contact customer service to establish a credit relationship with us
• Consumable orders must be placed by 1:00 PM PST (Monday–Thursday) to qualify for overnight delivery. Reagent orders placed by 11:00 AM PST are eligible for two-day shipping. Bulk shipments are sent via FedEx Ground.
• All orders are shipped freight on board (FOB). Shipping and handling charges are prepaid and added to the invoice.
• Orders outside North America should be placed through Sony Biotechnology affiliates or distributors worldwide.

Request a Reagents or Consumables Quote

Contact Order Support

Service

Instrument Service and Support

At Sony Biotechnology our goal is to be your trusted partner for long-term success. We focus on system quality and a partnership approach that focuses on collaboration in your research journey. By minimizing downtime, safeguarding data quality, and protecting your investment, our goal is to enable labs to thrive and innovate confidently throughout the instrument’s lifetime.

Contact Technical Service

Remote Phone and Desktop Assistance

Troubleshoot instrument issues using either our technical support phone hotline or via Remote Diagnostics where a Sony certified service professional will provide you with expert assistance for troubleshooting, maintenance, or application issues

Service Plans and Preventive Maintenance

Sony Biotechnology repair and maintenance plans offer the flexibility to choose service coverage that best fits your lab needs and budget. All service and repairs are performed by certified Sony service engineers using original factory parts. We offer a range of service plans to help keep your instruments operating at peak performance and protect your investment. If an onsite repair is required, benefit from preferred response time so you can get back to your research

Our service plan options include –

• Full-service contract
• Parts repair service contract
• Parts maintenance service contract only service

Instrument Qualification and Operational Qualification (IQ/OQ)

Service includes all travel, labor, and supplies required for the expert inspection, cleaning, calibration and qualification of the instrument to factory specifications.

Relocation Services

Sony Biotechnology service team can offer a turnkey solution for uninstalling your instrument from its current location and reinstalling it in a new space with minimal downtime.

Education and Training

We are committed to empowering our customers through comprehensive education and application support. Our team of field application scientists provide training, best practices, and hands-on guidance to help you get the most out of your instruments and workflows. From onboarding training and method optimization to troubleshooting and advanced application development, we work alongside you to ensure reliable results, improved efficiency, and continued success in your research.