News & Announcements
COVID-19 Services Update - 17 April
Posted April 17, 2020
As we continue to navigate through these challenging times, we remain committed to our service of the diagnostic culture industry. We are proud to be providing new tube and vial equipment to increase the capacity for producing COVID-19 testing supply kits to customers globally, and we are honored to continue supporting the equipment already in place for such manufacturing.
As mentioned in previous emails, we have made a few changes to our standard procedures, including remote work for several of our staff members. As the virus continues to spread in the United States, and as the shelter-in-place order has been extended, we wanted to notify you of additional procedural changes:
Supply Chain Delays
Unfortunately, as global shipping continues to be tightly controlled, it is increasingly possible that we may see shortages in our supply chain. Currently, we are experiencing delays with two product categories:
Delivery of silicone tubing of nearly all sizes has been delayed. We have an order in process that has been delayed until at least week 28. We are working to expedite this as much as possible, but additional charges for premium shipping may be implemented.
Delivery of some electric motors may be delayed, increasing lead time estimates from 2 weeks on most orders to 6-8 weeks on some products.
We will clearly communicate estimated delivery times and charges for all products with each quotation and order acknowledgement.
Additional Service Changes
We have adopted a temporary travel ban for our technical staff. We are proud that our service staff has grown exponentially in the past several years, both in staffing and experience. In most cases, we are able to provide full diagnostic support via email and telephone. We are also moving forward with additional remote support options, which expand our capabilities.
We will continue to communicate any changes to procedures or services as the situation evolves. Thank you for your patience and continued partnership. Please be well.
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