Good support underpins all the products and services we provide. Nearly 20% of our overall resource is allocated to it. Whether by phone, fax, web or email we continually strive to respond to your issues faster and to resolve them in the shortest possible time. Our service team is highly trained and has direct access to the commercial and development teams.
The help lines are available throughout our normal business hours, which are Monday - Thursday 9:00am to 5:30pm, Friday 9:00am to 4:30pm. We aim to respond to all faxes, emails or web queries within two business hours of receipt and have built up a solid reputation for doing just that.
If you have a maintenance contract with us you can return hardware and track repair progress using our on line RMA system. If you are using our software you can report bugs and submit enhancement requests using our on line project management portal.
General service enquiries
Issues with non-LabelTrace labels
We have recently been made aware of some labs experiencing issues with tube labels during sample processing, particularly in Cytology. THESE ISSUES HAVE BEEN CAUSED BY INFERIOR COMPATIBLE LABELS NOT SUPPLIED BY US. Over the last few years we have supplied millions of labels without causing problems at the labs. Use of inferior labels damages our reputation and causes problems for the whole LabelTrace community. We strongly recommend and request you always use authentic LabelTrace labels supplied by Codegate.