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Hotline (Global)
+86-4000-688-114+86-4000-966-988
Service Time: Monday - Sunday 9:00 AM - 6:00 PM (UTC+8)
Service Centre
Location：Home / Service Centre
+86-4000-966-988
- Hotline (Americas)+1-888-811-9644Service Time: Monday - Friday 9:00 AM - 5:00 PM (PST)
EmailGlobal: MGI-service@mgi-tech.com
Americas: US-CustomerService@completegenomics.com
Professional, Timely and High-quality Service and Support From MGI
At present, MGI’s after-sales service stations have been spread all over the world, including Brisbane, Australia, Riga, Latvia, San Jose, United States, Stuttgart, Germany, Birmingham, United Kingdom, Penang, Malaysia, Abu Dhabi, UAE, Osaka, Japan and two calling centers to support global customer service. And has built four international spare parts warehouses in Hong Kong, Brisbane, San Jose and Riga to meet the main spare parts needs of the international region.
You can contact us through multiple channels such as toll-free hotline, online consultation on the official website, email and WeChat public account. You can also track the repair status in real time through the WeChat service number to enjoy faster and more convenient product support services.
| Service Plan | Description |
| Service Plan | We offer free first-year warranty and multi-price extended warranty plans provide you free on-site support from our professional technicians as well as different service combinations to meet your multiple needs.
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| Customized Service | According to your business scenarios and needs, we can tailor a service plan for you to achieve faster response and more comprehensive service support. |
| Service Items | Instrument compliance certification services, preventive maintenance services, equipment repair services and etc. |
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- AService Program No. 1First Year Warranty Service Plan
Covered Services:
1. Unlimited visits for necessary Repair Services.
2. All costs of parts and services (including travel expenses).
3. One PM visit per year.
4. Priority of scheduling for requests for service.
5. Product updates and modifications.
6. Telephonic and online support.
Response Time: On-site 48 working hour’s response time for Repair Services (restricted to certain geographic areas within mainland China and the country and area with local engineer).
Note: The service content may be slightly different according to different regions, the exact terms please refer to the service contract.
- BService Program No. 2Instrument Bronze Service Plan
Covered Services:
1. Unlimited visits for necessary Repair Services.
2. All costs of parts and services (including travel expenses).
3. One PM visit per year.
4. Priority of scheduling for requests for service.
5. Product updates and modifications.
6. Telephonic and online support.
Response Time: On-Site 72 working hour’s response time for Repair Services (restricted to certain geographic areas within mainland China and the country and area with local engineer).
Note: The service content may be slightly different according to different regions, the exact terms please refer to the service contract.
- CService Program No. 3Instrument Gold Service PlanCovered Services:
1. Unlimited visits for necessary Repair Services.
2. All costs of parts and services (including travel expenses).
3. Two PM visit per year
4. One IQ/OQ/PQ Compliance Certification per year.
5. Reagents replacement claim upon instrument failure (Seq Only).
6. Priority of scheduling for requests for service.
7. Product updates and modifications.
8. Telephonic and online support.
Response Time: On-Site 48 working hour’s response time for Repair Services (restricted to certain geographic areas within mainland China and the country and area with local engineer).
Note: The service content may be slightly different according to different regions, the exact terms please refer to the service contract.
