{"id":4721,"date":"2019-07-02T15:16:50","date_gmt":"2019-07-02T15:16:50","guid":{"rendered":"https:\/\/www.coolled.com\/?page_id=4721"},"modified":"2024-03-15T14:01:34","modified_gmt":"2024-03-15T14:01:34","slug":"support","status":"publish","type":"page","link":"https:\/\/www.coolled.com\/support\/","title":{"rendered":"Support"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<\/p>\n<h2>Overview<\/h2>\n<div>\n<p>At CoolLED we are committed to giving our customers outstanding service from the first contact and throughout the lifetime of the product.<\/p>\n<blockquote><p>\u201cI\u2019d like to recognize the supportive and cooperative service from CoolLED, and especially the customer service team. We appreciate the partnership and customer orientation from your side and it has a huge impact on our customer satisfaction.\u201d &#8211; \u00a0<em>Avner Vazana, Microscopy, NDT &amp; service manager, Eisenberg Bros. Ltd<\/em><\/p><\/blockquote>\n<p>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.<\/p>\n<p>Our Customer Service Department can be contacted between <span>08:30 \u2013 17:00 GMT Monday to Thursday and 08:30 \u2013 16:00 on Friday<\/span><\/p>\n<p>E-mail: <a href=\"mailto:support@coolled.com\">support@coolled.com<\/a><\/p>\n<p>Telephone: +44 (0)1264 323 040<\/p>\n<\/div>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; bg_type=&#8221;bg_color&#8221; bg_color_value=&#8221;#f7f7f7&#8243;][vc_column]<div id=\"advanced-tabs-desc-wrap-3488\" class=\"ult_tabs \" style=\" \" data-tabsstyle=\"style1\"\n data-titlebg=\"#e7ecea\" data-titlecolor=\"#74777b\" data-fullheight=\"off\"\n data-titlehoverbg=\"#4f90d1\" data-titlehovercolor=\"#ffffff\"\n data-rotatetabs=\"0\" data-responsivemode=\"Both\" data-animation=\"Fade\"\ndata-activetitle=\"#ffffff\" data-activeicon=\"\" data-activebg=\"#4f90d1\"  data-respmode=\"Accordion\" data-respwidth=\"400\" data-scroll = \"on\" data-activeindex=\"1\"><ul id=advanced-tabs-wrap-9855 class=\"ult_tabmenu style1 Style_4\" style=\"color:transparent;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;border-bottom-width:0px;\"><li class=\"ult_tab_li ult_tab_style_4 \" data-iconcolor=\"#74777b\" data-iconhover=\"#ffffff\" style=\"background-color:#e7ecea;border-color:transparent;border-width:0px;border-style:solid;border-top-left-radius:8px;\">\n\t\t\t\t\t<a href=\"#product-enquiries\"  id=\"product-enquiries\"  style=\"color:#74777b;;   \" class=\"ult_a ult_tab_style_4 \">\n\t\t\t\t\t     <span class=\"ult_tab_main Both \">\n\t\t\t\t\t \t\t <span class=\"ult_tab_section\">\n\t\t\t\t\t   \t\t\t<span  data-ultimate-target='#advanced-tabs-wrap-9855 .ult-span-text'  data-responsive-json-new='{\"font-size\":\"desktop:15px;\",\"line-height\":\"\"}'  class=\"ult-span-text no_icon ult_tab_display_text ult-responsive\" style=\";\">Product Enquiries<\/span>\n\t\t\t\t\t   \t\t<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li><li class=\"ult_tab_li ult_tab_style_4 \" data-iconcolor=\"#74777b\" data-iconhover=\"#ffffff\" style=\"background-color:#e7ecea;border-color:transparent;border-width:0px;border-style:solid;\">\n\t\t\t\t\t<a href=\"#prices-and-quotations\"  id=\"prices-and-quotations\"  style=\"color:#74777b;;   \" class=\"ult_a ult_tab_style_4 \">\n\t\t\t\t\t     <span class=\"ult_tab_main Both \">\n\t\t\t\t\t \t\t <span class=\"ult_tab_section\">\n\t\t\t\t\t   \t\t\t<span  data-ultimate-target='#advanced-tabs-wrap-9855 .ult-span-text'  data-responsive-json-new='{\"font-size\":\"desktop:15px;\",\"line-height\":\"\"}'  class=\"ult-span-text no_icon ult_tab_display_text ult-responsive\" style=\";\">Prices and Quotations<\/span>\n\t\t\t\t\t   \t\t<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li><li class=\"ult_tab_li ult_tab_style_4 \" data-iconcolor=\"#74777b\" data-iconhover=\"#ffffff\" style=\"background-color:#e7ecea;border-color:transparent;border-width:0px;border-style:solid;border-top-right-radius:8px;\">\n\t\t\t\t\t<a href=\"#need-support-with-your-order\"  id=\"need-support-with-your-order\"  style=\"color:#74777b;;   \" class=\"ult_a ult_tab_style_4 \">\n\t\t\t\t\t     <span class=\"ult_tab_main Both \">\n\t\t\t\t\t \t\t <span class=\"ult_tab_section\">\n\t\t\t\t\t   \t\t\t<span  data-ultimate-target='#advanced-tabs-wrap-9855 .ult-span-text'  data-responsive-json-new='{\"font-size\":\"desktop:15px;\",\"line-height\":\"\"}'  class=\"ult-span-text no_icon ult_tab_display_text ult-responsive\" style=\";\">Need support with your order?<\/span>\n\t\t\t\t\t   \t\t<\/span>\n\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li><\/ul><div  data-ultimate-target='#advanced-tabs-desc-wrap-3488 .ult_tabcontent .ult_tab_min_contain  p'  data-responsive-json-new='{\"font-size\":\"\",\"line-height\":\"\"}' class=\"ult_tabcontent ult-responsive style1\" style=\"color:#74777b;\"><div class=\"ult_tab_min_contain \" >\n\t\t\t<div  class=\"ult_tabitemname\"  >\n\t\t\t\t[vc_column_text]If you have a question about any of our products, or their suitability for your application, please contact your local <a href=\"https:\/\/www.coolled.com\/company\/team\/sales\/\">Account Manager<\/a> or our <a href=\"https:\/\/www.coolled.com\/company\/team\/administration\/\">Customer Service department<\/a>. We are on hand to give advice on which of our <a href=\"https:\/\/www.coolled.com\/microscope-led-light-source\/\">microscope LED Light Sources<\/a> 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.[\/vc_column_text]\n\t\t\t<\/div>\n\t\t\t<div  class=\"ult_tabitemname\"  >\n\t\t\t\t[vc_column_text]If you are interested in purchasing one of CoolLED\u2019s Illumination Systems, please do get in touch with either your <a href=\"https:\/\/www.coolled.com\/company\/team\/sales\/\">Account Manager<\/a> or <a href=\"https:\/\/www.coolled.com\/company\/team\/administration\/\">Customer Service Team<\/a>. We can help you with choosing the most suitable <a href=\"https:\/\/www.coolled.com\/microscope-led-light-source\/\">microscope LED Light Source<\/a> 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 <a href=\"https:\/\/www.coolled.com\/contact\/local-distributors\/\">resellers<\/a>\u00a0in your area who can provide support and assistance with integration into a specific microscope\/imaging system.[\/vc_column_text]\n\t\t\t<\/div>\n\t\t\t<div  class=\"ult_tabitemname\"  >\n\t\t\t\t[vc_column_text]<strong>Order error<\/strong><\/p>\n<p>We understand that sometimes mistakes happen. If you have ordered the wrong product, simply get in touch with <a href=\"https:\/\/www.coolled.com\/company\/team\/administration\/\">Customer Services<\/a> with the serial number and reason for return and they will assist.<\/p>\n<p><strong>Change request<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>Product faults<\/strong><\/p>\n<p>If you have a product which is not performing as expected, then we recommend taking the following steps:<\/p>\n<ol>\n<li>Check the Instruction Manual and Troubleshooting Guide \u2013 these are available on the USB memory stick supplied with each CoolLED Illumination System or under individual product pages which you can access from <a href=\"https:\/\/www.coolled.com\/products\/\">here<\/a>.<\/li>\n<li>Contact your supplier for assistance<\/li>\n<\/ol>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>Where a remote solution is not possible, we will provide a replacement product for systems still within their\u00a0<a href=\"https:\/\/www.coolled.com\/product-detail\/coolled-warranty\/\">warranty period<\/a>\u00a0or offer a repair service for systems where the warranty has expired (please note that there may be a charge for the repair service).[\/vc_column_text]\n\t\t\t<\/div><\/div><\/div><\/div><div class=\"ult_acord advanced-tabs-desc-wrap-3488\">\n   <div class=\"ult-tabto-accordion \" style=\"width:;\"\n    data-titlecolor=\"#74777b\"  data-titlebg=\"#e7ecea\"\n     data-titlehoverbg=\"#4f90d1\" data-titlehovercolor=\"#ffffff\" data-animation=\"Fade\"\n     data-activetitle=\"#ffffff\" data-activeicon=\"\" data-activebg=\"#4f90d1\" data-scroll = \"on\" data-activeindex=\"1\" >\n     <dl><dt class=\"\">\n\t        \t<a class=\"ult-tabto-actitle withBorder ult_a \" id=\"product-enquiries\" style=\"color:#74777b;;background-color:#e7ecea;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;\" href=\"#product-enquiries\">\n\t        \t\t<i class=\"accordion-icon\"><\/i>\n\t        \t\t\t<span class=\"ult_tab_main ult_ac_main ult_noacordicnBoth\">\n\n\t\t\t\t\t\t<span  data-ultimate-target='#advanced-tabs-wrap-9855 .ult-span-text'  data-responsive-json-new='{\"font-size\":\"desktop:15px;\",\"line-height\":\"\"}'  class=\"ult-span-text no_icon ult_acordian-text ult-responsive\" style=\";color:inherit \" >Product Enquiries<\/span>\n\t\t\t\t\t\t<\/span><\/a><\/dt>\n\t            \t\t<dd class=\"ult-tabto-accordionItem ult-tabto-accolapsed\">\n\t\t\t\t            <div class=\"ult-tabto-acontent\" style=\"color:#74777b;\">\n\t\t\t\t               [vc_column_text]If you have a question about any of our products, or their suitability for your application, please contact your local <a href=\"https:\/\/www.coolled.com\/company\/team\/sales\/\">Account Manager<\/a> or our <a href=\"https:\/\/www.coolled.com\/company\/team\/administration\/\">Customer Service department<\/a>. We are on hand to give advice on which of our <a href=\"https:\/\/www.coolled.com\/microscope-led-light-source\/\">microscope LED Light Sources<\/a> 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.[\/vc_column_text]\n\t\t\t\t            <\/div>\n\t        \t\t\t<\/dd><dt class=\"\">\n\t        \t<a class=\"ult-tabto-actitle withBorder ult_a \" id=\"prices-and-quotations\" style=\"color:#74777b;;background-color:#e7ecea;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;\" href=\"#prices-and-quotations\">\n\t        \t\t<i class=\"accordion-icon\"><\/i>\n\t        \t\t\t<span class=\"ult_tab_main ult_ac_main ult_noacordicnBoth\">\n\n\t\t\t\t\t\t<span  data-ultimate-target='#advanced-tabs-wrap-9855 .ult-span-text'  data-responsive-json-new='{\"font-size\":\"desktop:15px;\",\"line-height\":\"\"}'  class=\"ult-span-text no_icon ult_acordian-text ult-responsive\" style=\";color:inherit \" >Prices and Quotations<\/span>\n\t\t\t\t\t\t<\/span><\/a><\/dt>\n\t            \t\t<dd class=\"ult-tabto-accordionItem ult-tabto-accolapsed\">\n\t\t\t\t            <div class=\"ult-tabto-acontent\" style=\"color:#74777b;\">\n\t\t\t\t               [vc_column_text]If you are interested in purchasing one of CoolLED\u2019s Illumination Systems, please do get in touch with either your <a href=\"https:\/\/www.coolled.com\/company\/team\/sales\/\">Account Manager<\/a> or <a href=\"https:\/\/www.coolled.com\/company\/team\/administration\/\">Customer Service Team<\/a>. We can help you with choosing the most suitable <a href=\"https:\/\/www.coolled.com\/microscope-led-light-source\/\">microscope LED Light Source<\/a> 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 <a href=\"https:\/\/www.coolled.com\/contact\/local-distributors\/\">resellers<\/a>\u00a0in your area who can provide support and assistance with integration into a specific microscope\/imaging system.[\/vc_column_text]\n\t\t\t\t            <\/div>\n\t        \t\t\t<\/dd><dt class=\"\">\n\t        \t<a class=\"ult-tabto-actitle withBorder ult_a \" id=\"need-support-with-your-order\" style=\"color:#74777b;;background-color:#e7ecea;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;border-bottom-color:transparent;border-bottom-width:0px;border-bottom-style:solid;\" href=\"#need-support-with-your-order\">\n\t        \t\t<i class=\"accordion-icon\"><\/i>\n\t        \t\t\t<span class=\"ult_tab_main ult_ac_main ult_noacordicnBoth\">\n\n\t\t\t\t\t\t<span  data-ultimate-target='#advanced-tabs-wrap-9855 .ult-span-text'  data-responsive-json-new='{\"font-size\":\"desktop:15px;\",\"line-height\":\"\"}'  class=\"ult-span-text no_icon ult_acordian-text ult-responsive\" style=\";color:inherit \" >Need support with your order?<\/span>\n\t\t\t\t\t\t<\/span><\/a><\/dt>\n\t            \t\t<dd class=\"ult-tabto-accordionItem ult-tabto-accolapsed\">\n\t\t\t\t            <div class=\"ult-tabto-acontent\" style=\"color:#74777b;\">\n\t\t\t\t               [vc_column_text]<strong>Order error<\/strong><\/p>\n<p>We understand that sometimes mistakes happen. If you have ordered the wrong product, simply get in touch with <a href=\"https:\/\/www.coolled.com\/company\/team\/administration\/\">Customer Services<\/a> with the serial number and reason for return and they will assist.<\/p>\n<p><strong>Change request<\/strong><\/p>\n<p>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.<\/p>\n<p><strong>Product faults<\/strong><\/p>\n<p>If you have a product which is not performing as expected, then we recommend taking the following steps:<\/p>\n<ol>\n<li>Check the Instruction Manual and Troubleshooting Guide \u2013 these are available on the USB memory stick supplied with each CoolLED Illumination System or under individual product pages which you can access from <a href=\"https:\/\/www.coolled.com\/products\/\">here<\/a>.<\/li>\n<li>Contact your supplier for assistance<\/li>\n<\/ol>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>Where a remote solution is not possible, we will provide a replacement product for systems still within their\u00a0<a href=\"https:\/\/www.coolled.com\/product-detail\/coolled-warranty\/\">warranty period<\/a>\u00a0or offer a repair service for systems where the warranty has expired (please note that there may be a charge for the repair service).[\/vc_column_text]\n\t\t\t\t            <\/div>\n\t        \t\t\t<\/dd>\n    \t<\/dl>\n    <!--<div class=\"extraborder\" style=\"background-color:#4f90d1\"><\/div>-->\n<\/div>\n\n<\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;.vc_custom_1562601155277{margin-top: 0px !important;margin-bottom: 25px !important;padding-top: 0px !important;}&#8221;]<\/p>\n<h2 class=\"h1-size\" style=\"text-align: center;\">Meet the Team<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;custom&#8221; border_width=&#8221;4&#8243; el_width=&#8221;20&#8243; accent_color=&#8221;#54a8db&#8221; css=&#8221;.vc_custom_1561541424986{margin-top: 0px !important;margin-bottom: 50px !important;padding-top: 0px !important;}&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_masonry_media_grid element_width=&#8221;3&#8243; item=&#8221;masonryMedia_SimpleBlurWithScale&#8221; grid_id=&#8221;vc_gid:1710511248137-cee60c39-bace-7&#8243; include=&#8221;14826,14822,14828,14827,14830,14825,14824,14821,14829&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text]<\/p>\n<p>Overview<\/p>\n<p>At CoolLED we are committed to giving our customers outstanding service from the first contact and throughout the lifetime of the product.<\/p>\n<p>\u201cI\u2019d like to recognize the supportive and cooperative service from CoolLED, and especially the customer service team. We appreciate the partnership and customer orientation from your side and it has a huge impact on [&#8230;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer support | Microscopy Illumination | LED Fluorescence<\/title>\n<meta name=\"description\" content=\"At CoolLED we are committed to giving our customers outstanding service from the first contact and throughout the lifetime of the product.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.coolled.com\/support\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta 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