support
Local support
Benelux Scientific guarantees its customers quality after-sales service with a professional team of service technicians trained to offer customised services. Our technicians attend in-house technical training on calibration and after-sales service and work under ISO 9001:2015 accreditation. These are supplemented by periodic training courses at manufacturers.
Benelux Scientific, your trusted partner for after-sales service
Our service department has been supporting the after-sales service of well-known brands of scientific laboratory equipment for more than 20 years. Besides brands such as Bruker, Netzsch, Thermo Fisher Scientific, Fritsch, Gerhardt and Tinius Olsen, we also offer a full range of services for the products of all manufacturers in our range. We have a stock of products and spare parts to respond quickly to on-site interventions and repairs if required.
We travel throughout Belgium and Luxembourg and also support the service departments of our colleagues in the Netherlands and France. Through our after-sales service department, you are assured of constant follow-up and correct and timely support for your devices in the lab.
Our after-sales service is ISO 9001:2015 certified and responds to requests and offers a range of services tailored to the customer’s needs:
Repairs and interventions on-site and at our service centre in Nazareth near Ghent
Periodic inspection and maintenance of equipment
Provision of the necessary quality information and certificates
Training, installation and re-commissioning of equipment.
Want more information about our service or want to make a service request? Contact us or use the following forms:
Our service approach
At Benelux Scientific, after-sales service is essential because it ensures follow-up with our customers. We try to create a close relationship with the customer, so that he puts his trust in us and is fully satisfied with his purchase. Specifically, this means:
Listening to the customer
Every customer has different needs depending on the product purchased. Our after-sales service deals with each problem individually and remains attentive to the customer’s comments. Generally, our customers contact the after-sales service to report a problem with a product or request information on its use. When we receive a phone call or an e-mail, our after-sales service strives to determine exactly what the customer’s problem is and offer a solution to the problem.
Providing quality information
Answering customer phone calls and e-mails is good, but not enough. Our after-sales service does its utmost to provide customers with the right information and help them with their approach. After all, customers expect accurate answers and quality advice. Our service technicians have received specific and technical training on the products sold by our suppliers.
Respect the person you are dealing with
Our after-sales service helps customers through various channels: by phone, e-mail or during an on-site visit. In every contact moment, we treat the customer with respect. We adapt our communication to the interlocutor’s level of knowledge and provide solutions appropriate to the specific situation.
Reactive action
When a customer experiences problems with a product, they contact our after-sales service directly for information and reassurance. We aim to make initial contact within 24 hours and closely follow up all service requests through our ticketing system. The expectation is a quick and clear response, without unnecessary intermediate steps. Our job is to deliver the right information as smoothly as possible so that the customer can move on quickly.
Offering a full range of service solutions
Our team is available every day to ensure that your equipment functions optimally. Throughout the life cycle of your equipment, we are available for technical support, maintenance, calibration and certification, software updates and on-site service.
