ORTEC Global Service Centers

ORTEC Service Centers provide a total solution and commitment to our valued customers.

ORTEC can serve you by listening to your requirements and addressing them through our extensive resources of the industries best trained Support Staff.  Customer support and technical teams at each of our global locations are dedicated to providing ORTEC customers with the level of support they need when they need it. With over 50 years experience in assisting customers, our support teams have the expertise to provide an accurate and timely response, with minimum down-time for our customers.

Repair Services - Repairs, Factory Authorized Parts and Field Service.
Technical Support - Software, Hardware, Application or Installation Support.
Training - Factory or Onsite Training for ORTEC Products.
Warranty - One year limited warranty.
Extended Support Plans - ORTEC Product support above and beyond our standard return to factory warranty.     

Download the Service Options data sheet.

	USA AMETEK-AMT ORTEC GLOBAL SERVICE CENTER USA Oak Ridge, TN
	Europe AMETEK-AMT ORTEC GLOBAL SERVICE CENTER UK Wokingham, UK
	China AMETEK-AMT ORTEC GLOBAL SERVICE CENTER BEIJING BEIJING, PEOPLES REPUBLIC OF CHINA

Returning Electronic Instruments for Repair or Calibration

Instruments must not be returned to the repair facility without proper return authorization documentation including your assigned Return to Manufacturer Authorization (RMA) number. This number connects your instrument with an information file and expedites handling once it arrives at our site.

• An RMA number will be assigned once you complete and submit the Electronics Repair Request Form. The RMA number will be sent to you via e-mail.
     
  
  • U.S. Service Center - Electronics Repair Request Form
  • U.K. Service Center - Electronics Repair Request Form
  • China Service Center - Electronics Repair Request Form
      
• The RMA number must be clearly marked on the outside of the box in which the instrument is shipped. The RMA number is to be used on all paperwork that accompanies the instrument and on any correspondence concerning the instrument. The RMA number should be referenced when calling to inquire about the status of the repair.  
• Items returned to the Service Center must be shipped prepaid by the customer to our facility. We will not accept collect shipments.
• When shipping to us, you may wish to insure the shipment for the replacement value of the equipment, inlcude an itemized packaging list detailing all items being returned, and package the equipment in such a was as to comply with your carrier's insurance requirements. We are not responsible for items that are lost in shipmnet or damaged during shipment. See the packaging instructions below.
• A purchase order must be included for out-of-warranty repairs. Failure to include this information will delay repair work. RMA number must be included on purchase order.
• For in-warranty repair, only a detailed description of the problem and return shipping address is required.

• Do Not use plastic peanuts or shredded paper.
• Do Not use foam wrap or styrofoam padding.
• Do Use rubber foam padding or instapack.
• Electronic components (circuit boards, etc.) should be placed in an anti-static shielding bag.
• The box should be made from a sturdy cardboard material. It should be larger than the equipment on all sides to allow for at least four inches of rubber foam padding or instapack around the equipment. If you do not have a box that meets these requirements, please contact ortec.sales@ametek.com and we will ship a preformed box to you. The box is at no charge, but you will be requried to pay shipping charges.

• Please mark the outside of the box with the assigned RMA number. This number should also be listed on the airway bill and any other shipping documentation.
• We will not accept collect shipments.

To the U.S. Service Center Advanced Measurement Technology ATTN: RMA# (your number) 801 South Illinois Avenue Oak Ridge, TN 37831 After shipping, please send shipment details to ortec.sales@ametek.com for tracking purposes.		To the U.K. Service Center AMETEK-AMT Unit 1, Millars Business Centre Fishponds Close Wokingham RG41 2TZ After shipping, please send shipment details to will.ticehurst@ametek.co.uk for tracking purposes.		To the China Service Center Advanced Measurement Technology AMETEK Inc., Beijing Rep. Office Room A401, Long Bo Office Building #3, Nan Li Shi Road, Xi Cheng District Beijing 100037, P.R.China Before shippping, please call 0086-10-68024881 or 68038944. After shipping, please send shipment details to yuan.fa.qui@ametek.com.cn for tracking purposes.

Returning Germanium Detectors for Repair

Detectors must not be returned to the repair facility without proper return authorization documentation including your assigned Return to Manufacturer Authorization (RMA) number. This number connects your detector with an information file and expedites handling once it arrives at our site.

• An RMA number will be assigned once you complete and submit the Detector Repair Request Form. The RMA number will be sent to you via e-mail.
     
  
  • U.S. Service Center - Detector Repair Request Form
  • U.K. Service Center  - Detector Repair Request Form
  • China Service Center - Detector Repair Request Form

• The RMA number must be clearly marked on the outside of the wooden shipping crate. The RMA number is to be used on all paperwork that accompanies the detector and on any correspondence concerning the detector. The RMA number should be referenced when calling to inquire about the status of the repair.
• The detector must be returned in the original wooden shipping crate in which it was received from the manufacturer. If you do not have the original wooden shipping crate, please contact ortec.sales@ametek.com at the Global Service Center and a wooden shipping crate will be purchased and sent to you. The cost of the wooden shipping crate will be billed to you.
• Repair work cannot be guaranteed unless the detector is returned to the repair facility in the manufacturer provided wooden shipping crate. The detector should be at room temperature before being packed in the crate.
• The wooden shipping crate must be shipped prepaid by the customer to our facility. We will not accept collect shipments.
• When shipping to us, you may wish to insure the shipment for the replacement value of the equipment. We are not responsible for items that are lost in shipment or damaged during shipment.
• A purchase order must be included for out-of-warranty repairs. Failure to include this information will delay repair work. RMA number must be included on purchase order.
• For in-warranty repair, only a detailed description of the problem and return shipping address is required.

• Please mark the outside of the wooden crate with the assigned RMA number. This number should also be listed on the airway bill and any other shipping documentation.
• We will not accept collect shipments.

Product Warranty

Product warranty information is provided in our user manuals. See your manual for the complete Product Warranty statement for a particular product. ORTEC warrants that our product will be free from defects in material or workmanship.  ORTEC makes no other warranties, expressed or implied, and specifically no warranty or fitness for a particular purpose. ORTEC’s exclusive liability is limited to repairing or replacing at ORTEC’s sole option, items found by ORTEC to be defective in workmanship or materials within one year from date of shipment.

ORTEC Extended Support Plans     When you need priority service, reduced expense and administration, or a fixed service budget, Extended Support Plans are the answer. If we do not have the exact plan to fit your application, let us tailor one for your needs. Extended Support Plans are an excellent value and assure you minimum disruption managed under a fixed budget. We offer three levels of Extended Support Plans for both instruments and systems. We will cover our product for up to five years on one agreement. This demonstrates our belief in the quality of our products and our commitment to serving you. In addition to the above standard features, we also offer a variety of options, which can be added to your agreement: Extended Support for other suppliers product. Extended Support for competitors product. Site Extended Support Plans. Report Writing (custom software). Annual calibration (to company, industry and/or government requirements). Upgrades, Refurbishment and/or Preventative Maintenance. When we say we will design a plan for you we mean it! You can add, subtract, swap or modify in order to make it your plan. We price the plan based on what you need not on what we think you need.

Technical Support

The ORTEC Technical Support Staff has well over a hundred years of experience in applications and instrumentation related to photon and charged particle measurements. We offer a full line of support options to suit your needs, including: 

PRE AND POST SALES SUPPORT
Determining the right equipment for your application is not always as simple as it may seem. ORTEC technical experts can evaluate your project and recommend the most suitable and cost-effective solutions including the specific detector type, electronics, software, and custom applications. These systems can be fully integrated and tested prior to shipment as well as on-site to ensure that the system is fully functioning to your satisfaction. 

If you ever have problems or any questions about our systems, you can give us a call or send a message and be sure that our friendly staff will be prompt and thorough answering your questions – ALWAYS FREE OF CHARGE!

Contact Technical Support

In addition to direct communication with a technical support representative, we have a large number of Application Notes and Technical Papers  with invaluable information on a variety of useful topics.

TRAINING
ORTEC offers training courses for a variety of applications used in counting laboratories, whole body counting, waste assay, coincident timing, and illicit material detection, as well as system maintenance and troubleshooting. These courses may be held at one of our many locations or at your facility, and may be tailored to meet your particular needs. Courses range from the introductory level for the novice to more advanced concepts and tools for the experts.

INSTALLATIONS
Depending on the complexity of the system and the end-user experience, on-site installation by ORTEC technical staff may be recommended to ensure that it is properly configured, and you are familiar with the operations. Frequently, this process is accompanied with a training course, calibrations, or acceptance tests to validate system specifications. We will do what it takes to get your system operational without delays!

SERVICE AGREEMENTS
All ORTEC equipment includes a minimum one year warranty which allows for return of the equipment to the factory for repair. We also offer extended period warranties, on-site troubleshooting and repair, emergency technical support, and periodic preventive maintenance/training visits.  We are committed to the long-term operation of your equipment and qualification of your staff.

Dear ORTEC Customer,

We are delighted that you have chosen to purchase an ORTEC product. Our products are designed to give you many years of reliable service.

Registration is simple and takes no more than 2-3 minutes. It lets us know how to contact you on matters such as engineering issues or product updates. Also, we seek to gather some simple survey information to help us serve you better.

In recognition of the time spent in completing the registration process, we will send you a small gift which we hope you will find useful.

Should you not wish to register your product or participate in the survey, this in no way affects your basic in-country warranty rights.

We appreciate greatly your assistance in this matter.

Best wishes from the team at ORTEC.