Basic Support is provided to all of Macroscopic Solutions customers for a limited period of time. These requests are handled over the phone, by email or by web video. They are available for 30 days after the date of purchase, there is a fee associated with assistance related to training beyond the 30 day time period. For those seeking additional, on-site and hands-on training and support, please consider purchasing the extended,premium or international support package.
International Support is available upon request, please contact support@macroscopicsolutions.com for more information. A representative will respond within 1 hour during regular business hours (US EST or EDT).
International support includes all insured delivery fees and a 3 day training program for the client. The client can invite affiliated faculty, students and other associates for one-on-one training sessions. These trains sessions allow a wide range of Macropod users to become specialists at imaging and 3D modeling the specimens they regularly work with.
Macroscopic Solutions will send a technician approximately 1 month after the date of delivery. This allows the client to gather some experience prior to the on-site training, giving the client further insight into the types of questions they should be asking.
Macroscopic Solutions technicians maintain close contact after on-site training occurs to ensure proper handling and use of the system.
Basic Support is provided to all of Macroscopic Solutions customers for a limited period of time. These requests are handled over the phone, by email or by web video. They are available for 30 days after the date of purchase, there is a fee associated with assistance related to training beyond the 30 day time period. For those seeking additional, on-site and hands-on training and support, please consider purchasing the extended or premium support package for you.
Extended Support is provided to customers who would like to train multiple members of their research group over an extended period of time. A trained professional from Macroscopic Solutions will visit the customers location subsequent to delivery in order to describe the capabilities and train all colleagues wishing to use Macroscopic Solutions systems. Support by phone, email and web video is extended from a 30 day period to a 1 year period for any customers acquiring immediate assistance.
For any researcher, it is important to fully understand how the Macropod works best for you. With your purchase, we offer three levels of support to meet your personal imaging needs: Basic, Extended, or Premium.
Extended Bundle:
Comes with personal delivery, set-up and demonstration; and online consultations and support for 1 year.
Premium Bundle:
Comes with personal delivery, set-up and demonstration; secondary visitation upon request; and online consultations and support for 3 years.
If a hardware component of the Macropod product line is in need of repair and out of warranty, please purchase a repair request and send your part to:
Macroscopic Solutions
ATTN: Repairs
222 Pitkin St
East Hartford, CT 06108
The total cost covers component repair, testing, cleaning and return postage. If additional parts or repairs are necessary, we will inform you of any balance due prior to starting the work.
Description of Problem/Symptoms
Camera shows Error 20 or Error 30. Camera needs Mirror Box Ass’y. Camera will be checked, cleaned and repaired to good working order and functional test. If additional parts are needed, an updated balance will be sent subsequent to payment.
Send with the following accessories: Body Cap, Eyecup, No Battery, No Media Card
