Frequently Asked Questions
In choosing a company to support your instruments, there are normally questions that need to be answered. Hopefully, you can find some of those answers here.
Does TVSS provide a warranty on their services?
Are you an authorized Agilent or Waters service provider?
No. We are not authorized or associated with the instrument manufacturers in any way. Being independent means we can provide you with the best fit for your service needs.
What is the normal response time to respond to our request?
Our goal is to have your instrument running within 72 hours of any service request. Most requests are handled within 48 hours of your call. Maintaining our own parts stock means we do not wait on parts shipments or get delayed by backordered parts.
Do you sell instruments?
We do not sell either instruments or parts. This was a choice we made many years ago. Our focus is on providing the highest quality service possible to our Customers. When sales are combined with service, questions always arise about the ethics of what is being provided. You can be assured that we are focused on meeting your need without trying to sell you something you do not need.
Where do you get your parts?
We hear this question from many Customers. The hard parts for any instrument must come from the manufacturer. However, there are more aftermarket suppliers of consumables and “wear parts” than most people realize. We have screened many aftermarket suppliers and found only 2 that meet our standards. Those aftermarket suppliers are Sciencix and Restek.
We need another instrument. Can you recommend a source?
Yes, we can. We have sources available for new, used or refurbished instruments. We can help with the decision of what to buy and from where. Since we do not sell instruments, our motivation is to find the best fit for your lab, not what we make a profit by selling.
How long have you been in business?
Why should we choose TVSS instead of the instrument manufacturer?
Does TVSS advertise? We have never heard of you before.
TVSS does not advertise. All of our business has originated by one Customer telling another about our services. It is an unusual concept, but we believe that if we provide exceptional service, word will get around. For the past 14 years, that has been true.