Technical Support
To help fit your budget, RBD provides two levels of technical support for RBD's products, as well as for your Perkin Elmer / PHI systems and components.
- Free Technical Support – access to technical tips and common problems/solutions.
- Paid Technical Support – RBD technicians guide you through the troubleshooting and repair process via emails, customer portal comments, phone calls and WebEx sessions where we can see and control your PC to diagnose problems and performance issues.
How to initiate a Tech Support Case:
- Open a case in your RBD Customer Portal
- Call us at 541-330-0723 x 311
- Email us at tech@rbdinstruments.com
Free Technical Support
Technical Tips provide useful information in a variety of areas.
The Solutions Database is available through our Customer Portal. This database has answers to many common questions and solutions to common problems. In addition, by using the Customer Support Portal you have 24/7 access to all information related to your system or component by viewing the Cases that have been created.
This saves time, allows for easy communication and gives you a history of previous problems and solutions. It only takes a few minutes to sign up. If you have not yet created your account, please take a few moments and do so now by emailing tech@rbdinstruments.com. (Please note that these requests are processed manually.) When your account has been created, you'll receive an email that provides you with your login information.
Paid Technical Support
If the free Solutions Database information did not help to solve your problem, then you may need paid technical support. By using the Customer Service Portal, emails, phone calls, and WebEx, our technicians will be able you help your qualified technician isolate the problem to the unit or board level and even to the component level.
Our support depends mostly on the experience level of your technician. Since there is high voltage present on many of the boards inside of the electronic units, we can only troubleshoot to the level that your technician is trained to work safely. In most cases we can isolate the problem to the unit and repair your unit at our factory, and we usually can send you a loaner to get your system back up while your unit is being repaired. If we are unable to isolate and resolve the problem with technical support, then you unit may need to be sent to RBD for depot repair or an on-site visit may be required.
RBD Instruments provides Technical Support at $175 per hour, billable in 15-minute increments.
Click here to access RBD Instrument’s Tech Support WebEx Portal
