NEC can be contacted directly via phone, email, or fax. Responses to inquiries are typically sent within 1-2 business days. Consumer and Technical Support staff are available during business hours: Monday through Friday, 7:30 am to 4:30 pm Central Time (CT).
Our consumer support team is available to provide information regarding available products and can help direct you to the specific product that will meet your needs – whether it be a complete accelerator system, an ion beam component, or a replacement part. They can then follow up with quotations and order processing. Our team is knowledgeable on our vast product lines and will be able to provide you information in a timely manner.
Should you need technical support with a system or component, our support team can provide troubleshooting advice and recommend solutions. Users are able to discuss issues directly with engineers familiar with their system via phone, email, or video conference.
In addition, if NEC is given internet access through your firewall, NEC engineers/technicians can remotely connect to the control system to aid in troubleshooting, maintenance, and offer software updates.
All of the above support is provided at no additional charge to the user. NEC offers support for the lifetime of the system, even if the system is relocated to another site. NEC ensures that spare parts will be available for the system as long as possible. In the event that parts become obsolete, suitable replacements will be provided. NEC is able to offer this support by designing and manufacturing many components in-house to limit our reliance on other manufacturers. NEC continues to support the Pelletrons that were installed in the 1970’s and 1980’s.
If a particular component or electronic unit is faulty, the user may return the item for repair. Repairing a unit is much more cost effective than replacing a complete unit. Our turnaround time for repaired items is dependent on the type of item and the extent of the repair. Typically we can return repaired items within 1 to 2 weeks from receipt of the unit; Turnaround times as little as 1 to 2 days are possible. We will make every effort to repair items as quickly as possible to limit system downtime.
If problems cannot be solved remotely or by returning a unit for repair, NEC also offers on-site field service visits by experienced NEC engineers/technicians to provide assistance.