Overview

At CoolLED we are committed to giving our customers outstanding service from the first contact and throughout the lifetime of the product.

Our customers are our focus and we pride ourselves in assisting them in an efficient and friendly manner no matter if it is a product enquiry, price request or fault report.

 

Product Enquiries

If you have a question about any of our products, or their suitability for your application, please contact your local Field Sales Manager or our Customer Service department. We are on hand to give advice on which of our range products would be most suitable for your needs and answer any questions you have. We have a comprehensive library of information here on the website but if you need more information, please ask! We also have a Technical Support team who are here to answer any of your more challenging questions, and can draw on the assistance of the Design Engineers whenever needed.

 

Prices and Quotations

If you are interested in purchasing one of CoolLED’s systems, please do get in touch with either your
Field Sales Manager or Customer Service Team. We can help you with choosing the most suitable light source for your needs and also advise of the cost of the product. If required, our Customer Service team will be happy to generate a quotation for one of our products. Alternatively, we can put you in touch with one of our distributors in your area who can provide support and assistance with integration into a specific microscope/imaging system.

Need support with your order?

Order error

We understand that sometimes mistakes happen. If you have ordered the wrong product, simply get in touch with Customer Services with the serial number and reason for return and they will assist with the return.

 

Change request

For systems that require an upgrade or a modification, please contact Customer Service with the product details including serial number and modification or upgrade required. They will assist you through the process. Please note that there may be a charge for system modifications or upgrades.

 

Product faults

If you have a product which is not performing as expected, then we recommend taking the following steps:

  1. Check the Instruction Manual and Troubleshooting Guide – these are available on the USB memory stick supplied with each CoolLED system or on our website here. The password is simplybettercontrol
  2. Contact your supplier for assistance

 

If you are still unable to resolve your technical issue, please get in touch with Customer Service with the fault details, product serial number, and microscope make and model. Our Technical Support Team will assess the issue and provide a remote solution where possible to get the system back up and running as soon as possible.

At CoolLED we are always looking for ways to improve our products and, as a result, our products are frequently evolving. This ensures that our products offer the latest technology. When it comes to supporting products which have been purchased in the past, we endeavour to repair a product until the end of its life. However, as our products develop and technologies change, this may not always be possible. For this reason, if a product was purchased over 10 years ago we will still offer our repair service but will limit any investigation time to 2 hours. If a resolution cannot be found in this time, we will communicate our findings to you and can either arrange for the product to be returned to you or recycle it as part of the assessment fee.

Where a remote solution is not possible, we will provide a replacement product for systems still within their warranty period or offer a repair service for systems where the warranty has expired (please note that there may be a charge for the repair service).

 

Customer Service Contact

Our Customer Service Department can be contacted between
08:30 – 17:00 GMT Monday to Friday:

E-mail
support@coolled.com

Telephone
+44 (0)1264 323 040

 

Meet the Team

Lisa Cairns
Quality & Customer Services Manager
Link to full bio

Justyna Martenka
Customer Service Advisor
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Lisa Henley
Customer Service Advisor
Link to full bio

Chris Eggington
Product Support Engineer
Link to full bio