Better than "local"
At Polymer Char, we have set the benchmark for the most advanced and reliable solutions in polyolefin characterization, a fact widely recognized across the industry. This leaves others to focus on raising concerns about our support, but our customers tell a different story.
Let’s be clear: our customers around the world not only receive excellent remote technical support – they speak highly of it, often referring to it as “better than local”.
Through a highly responsive technical team, built-in instrument diagnostics, and unique troubleshooting tools, we have supported operations in over 30 countries with exceptional success.
Don’t just take our word for it, see what our customers have to say about our Technical Support.
Comments from some of our TS users on a satisfaction survey.
Efficient and clear communication during troubleshooting/preventative maintenance. Helpful collaborative troubleshooting and quick shipment/provision of solutions.
-Anthony Ndiripo
We were perfectly supported by Jorge, Thanks!
-Leander Vermeer
After a few mailings, the issue at hand was resolved and that even resolved another issue I had been having that could not be resolved initially. So overall very happy with the result.
Please, keep this excellent service on that high level. Your fast and helpful response is always very much appreciated ! Your instrument quality, fast and helpful support as well as friendly staff are all aspects for me to recommend PolymerChar to colleagues any time.
Brilliant service from the team...Very impressed.
-Deborah Gough
Prompt handling of the problem with an autosampler sent on loan. Very competent team.
- Guiot Fabienne
Professionalism, agility, and seriousness in the service and recommended solutions.
Alejandro Fernández handled our case.
-Ana Isabel Real
It was very helpful and fast support from Alejandro. He explained in detail, step by step, how to solve the issue, sharing the procedures. Outstanding!
-Marcelo Siqueira
PolymerChar always exceeds expectations in all aspects of service! Thanks!
-Eddie Tillman
Alejandro went above and beyond to help me and my team to get our unit back up and running, an issue that had been plaguing us for 3-4 months was solved in under two days by his first suggestion. I did everything in my power to the extent of my knowledge to correct the problem without any luck and yet Alejandro was able to correct the issue in a very quick timely manner! Very responsive and knowledgeable and we are very grateful for the help that was provided to us!
-Colton Ellisor
I'm always satisfied with the technical support thanks to their professionalism, reliability and agility.
Keep it up! :)
-Andrea Bevegh
As usual, I'm always very impressed by the folks who work at Polymer Char. In this case, we had a time-critical analytical need for assistance with a pilot-plant campaign, and Alberto and Jorge's timely assistance prevented delays in the campaign and allowed us to efficiently make process moves instead of wasting precious plant time and resources. Thanks!
Always very positive about the support we are getting!
-Marc Bogman
I got a very fast reply on my question with explanation how to do it myself.
Jorge helped us a lot in every detail. We really appreciate it.
-Alex Jiang
Our technical support team is committed to assisting you within 24 hours. There are various forms of contact, but we recommend using email so you can send files and other attachments that can help us assess the problem.
If you have any questions related to the maintenance of any of our instruments, or you need advice concerning our technical service, please contact us:
Tel.: +34 96 131 8120
support@polymerchar.com
Monday-Thursday: 8:30 to 14:00 - 15:00 to 18:00 hrs
Friday: 8:30 to 14:00
Time zone: Central European Time (CET).
If you are seeking Technical Support through remote control access, please contact us:
Tel.: +34 96 131 8120
support@polymerchar.com
For information about our Maintenance Packages or Spare Parts, please contact us:
Tel.: +34 96 131 8120
sales@polymerchar.com
We recommend you send a message to support@polymerchar.com because email allows you to explain your question thoroughly and send any files or pictures, which is necessary in most cases. For highly urgent matters, you can also call our phone.
Our support team is available on Monday-Thursday: 8:30 to 14:00 - 15:00 to 18:00 hrs
Friday: 8:30 to 14:00. Central European Time.
Yes, it is; if you joined one of our Preventive Maintenance Contracts, support provided by email, phone, or remote connection is included within the contract year.
If you do not have a contract in place, ask Polymer Char for Support Package options or other forms of payment.
First, open the Log File and look for any warning or error. Do the same with the Trace File. When you find the warning or error in either of the Files, refer to the Instrument User’s Manual for solutions to common issues under the "Troubleshooting" section, which may address your situation. If you are unable to locate the error, warning, or unusual signal, please reach out to our Technical Support Team for assistance at support@polymerchar.com
If your instrument presents a problem, you should collect the .LOG and .TRC files and email them to support@polymerchar.com
Our team will respond within the following 24 hours.
Additionally, attaching a photo, image, or screenshot that illustrates or helps show the problem is always useful, though not necessary.
99% of the cases received by our Technical Service team are solved remotely. Very rarely does the issue require a physical visit due to several reasons. Our advanced remote technical service features intelligently designed instruments with the capability to trigger alerts and perform self-diagnostic checks. Our Virtual Instrumentation software allows easy access to our engineers, enabling them to control and investigate system functionalities remotely. The smart design of our instruments and virtual instrumentation, coupled with the expertise and years of experience of our engineers, facilitates the identification of issues 99% of the time without having to inspect the instrument physically.
Yes. If the issue is not resolved through remote support, our technical team will then schedule a physical visit to your facilities.
Our engineers are traveling constantly across the world, ensuring prompt support. In the case where a physical inspection is required, one of them will arrange a visit to your site to solve the problem in person.
If you already have the part in-house (previously ordered or maybe had it as a spare), you will find the instructions and procedure in the User’s Manual. If it is not included in the manual, contact support@polymerchar.com, and our team will guide you through it. To order parts or ask for parts quotations, contact sales@polymerchar.com.