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- Americas Customer ServiceNorth America: +1-888-811-9644Mon-Fri, 9:00-17:00 (PST)US-CustomerService@completegenomics.comLatin America: +86-4000-688-114Mon-Fri, 9:00-18:00 (UTC+8)
- APAC Customer ServiceAsia: +65-31391329Mon-Fri, 9:00-18:00 (SGT)Australia and New Zealand: +61-285296994Mon-Fri, 11:00-18:00 (AEST)
- EUAF Customer Service+49-60814685973Mon-Fri, 9:00-13:00 (CET)
MGI Tech Provide professional, timely, and high-quality MGI and complete genomics service for you
MGI Customer service center is a service platform integrating pre-sale, sale and after-sales support, committed to providing global users with professional, timely and high-quality service.
We have 49 after-sales service stations in the following 26 countries to provide efficient and high quality after-sales service as much as possible:
China, United States, Canada, Mexico, Brazil, France, Russia, Latvia, Netherlands, Germany, United Kingdom, Sweden, South Africa, Italy, Japan, Australia, Singapore, United Arab Emirates, Vietnam, Thailand, Turkey, Saudi Arabia, South Korea, India, Indonesia, Israel
At the same time, we have built 10+ spare parts warehouses in the following areas to meet the global demand for spare parts:
Shenzhen (China), Wuhan (China), Hong Kong (China), Singapore, Riga (Latvia), San Jose (America), São Paulo (Brazil), Sydney (Australia), Tokyo (Japan), Seoul (Korea)
Service Plan Description Annual Service Plan
We offer a free first-year warranty included with your new purchase. In addition, various instrument service plans are provided to satisfy your needs. You can upgrade a plan anytime during your warranty or extend coverage after your warranty.
For more details, you can download our brochure, or view it at the bottom of the webpage.
-First Year Warranty Service Plan
-Bronze Service Plan
-Gold Service Plan
Compliance Certification Service
We strive to provide solutions including IQ, OQ and PQ/IPV to help your instruments comply with standards and regulations.
-Installation qualification (IQ)
We will provide documentary evidence that the equipment has been delivered and installed correctly.
-Operational qualification (OQ)
We confirm that the device is functioning properly. For equipment specifications and other parameters, we ensure they are examined and quantified based on manufacturing guidelines.
-Performance qualification (PQ) or instrument performance verification (IPV)
We compare operating parameters to predetermined criteria to ensure the accuracy and precision of the instrument.
Download Compliance Certification Service Brochure
Single Service
In addition to purchasing the warranty service annually , we also provide you with a pay-as-you-go service for your additional needs.
- Billable repair
- Initial installation/ Relocation
- Hardware upgrades
- Preventive maintenance
Download Single Service Brochure
Download Relocation Service Brochure
Customized Service We provide customized services according to your business scenarios and needs, and provide you with comprehensive service support as much as possible.
>- AAnnual Service PlanFirst Year Warranty
1. Remote support: Including telephone support, email support and remote online support.
2. On-site support: Response time is within two business days (The response time is restricted to certain geographic areas within mainland China and countries and areas with local engineers).
3. One preventive maintenance per year.
4. Support for software update and upgrade.
5. Parts replacement and repair services.
Note: The service content may vary slightly according to different regions, please refer to the service contract for the exact plan.
- BAnnual Service PlanBronze Warranty
1. Remote support: Including telephone support, email support and remote online support.
2. On-site support: Response time is within three business days (The response time is restricted to certain geographic areas within mainland China and countries and areas with local engineers).
3. One preventive maintenance per year.
4. Support for software update and upgrade.
5. Parts replacement and repair services.
Note: The service content may vary slightly according to different regions, please refer to the service contract for the exact plan.
- CAnnual Service PlanGold Warranty
1. Remote support: Including telephone support, email support and remote online support.
2. On-site support: Response time is within two business days (The response time is restricted to certain geographic areas within mainland China and countries and areas with local engineers).
3. Two preventive maintenance per year.
4. Support for software update and upgrade.
5. Parts replacement and repair services.
6. One compliance certificate per year.7. Reagents replacement: Reagent replacement only includes sequencing kits replacement upon sequencer failure, dose not include library preparation kits.
Note: The service content may vary slightly according to different regions, please refer to the service contract for the exact plan.
