Customer Service
Starts with our motto: "On time, every time, and defect-free"
Our customer service begins with a live person to answer questions and present solutions for your company's needs. But it doesn't end there. From the moment we accept a purchase order, our quality assurance policy - on time, every time and defect free - governs every phase of production from development to final packaging and shipment.
All of our products are segregated by lot and quality tested. The test results are analyzed and maintained in a statistical process control database to ensure consistency with customer specifications from lot to lot. We provide a certificate of conformance for every product at no charge to the customer, and we retain samples of each lot at the customer-specified temperature for analysis through the specified shelf life.
We have implemented additional quality-driven controls, such as our CSI (customer satisfaction index), MRB (material review board) and 2:10:10 policy (stringent customer complaint response guideline) to ensure we are continuously improving our performance and exceeding industry standards for excellence.
The responsive voice you hear on the phone represents only one phase of our customer service initiative; behind that voice is a support team of lab scientists, engineers and other professionals whose primary focus is the customer's satisfaction.