OEM Service Pros
Agilent, Sciex, Waters, and Thermo are all gigantic tankers in the sea of science, not just in the analytical equipment field. As a result of their global status, they have the deepest pools of resources.
In addition, since the OEMs produce the equipment, they have the technical training on the very latest models and control access to the parts. Therefore, if you have purchased the latest and greatest model, there is a chance only the OEM will know how to service it.
Proprietary software access – if you experience software corruption or lost software, only the OEM can provide a replacement or update without purchasing new disks.
OEMs are also more likely to swap out instruments and models if they cannot find the real cause of a problem.
OEM Service Cons
Training and board swapping - The most common problems and solutions are standard practices for the modern OEM engineer. However, they are more likely to reach into the aforementioned deep resource pool and start throwing expensive parts when something unusual happens until that system works again. Although this does get the job done, the cost to the end-user can add up quickly and, on occasions, doesn't address the initial problem.
End of life – When the latest and greatest model is released, OEMs often discontinue service on older models. This forces hesitant customers into thinking about the next upgrade and doesn't help with sustainability or recycling. New engineers being hired and trained will NOT receive training on end-of-life models. Some OEMs won't or often cannot send an engineer familiar with an older system, especially if the service request is for a discontinued Mass Spec, Chromatography or Gas Generator system.
Higher Contract Rates and hourly rates – OEM prices are substantially higher than the prices of third-party service companies. For example, KRSS service contracts are typically 30% less than the equivalent OEM contract.
Call Centre Service – To the gigantic tanker, you are a small fish in the sea and on most occasions when you call, you will be dealing with a different service coordinator and or engineer each time. Yes, they may have the notes from the previous call to give them a basic rundown, but they lack the full context of a consistent working relationship.
A rigid approach to service – Just as the tanker needs to follow a particular course due to its size, so do many OEMs. The process for service delivery is structured and often cannot be altered. Independent companies are smaller and tend to be more fluid; they can swap things around, change a process and do something a little more spontaneous.
Independent Service Provider/Independent Service Organisation/Third-Party Pros
Lower pricing – smaller companies have smaller overhead costs and are often more competitive against OEM rates. The disadvantage of too small a company (such as a one-person company) is what happens when they are on holiday or are busy with another customer?
Engineer experience – these companies are often founded or employ ex-manufacturer engineers familiar with the older systems that many customers are trying to keep running. The organisations also tend to hire engineers from a broader background, such as ex-laboratory technicians or in-house laboratory engineers. The independent service engineer may have experience with multiple manufacturers' equipment. They often also benefit from the expertise gained in the field by finding problems and fixing them without the benefit of endless part swaps.
Working with end-of-life instruments – the systems that the OEM no longer support are the same systems that ISP companies started servicing, so they have years of experience in maintaining them and warehouses full of parts.
Personal Service - A smaller company means less staff, which means you are more likely to talk to the same member of the service planning team and customer service representatives and have the same engineer each time. This builds trust, rapport, and a firmer understanding of the condition of the equipment.
Independent Service Provider/Independent Service Organisation/Third-Party Cons
Proprietary software access – independent service providers will only have access to the software that the OEM will sell them or independent software solutions. If OEM software is required, it can be costly. Independent Service Providers can perform fresh software installations but only if the media is available.
Engineer availability – ISPs tend to work to be flexible with their customer's schedules. Still, with smaller numbers of staff than an OEM, they can't always respond with the same speed or parts availability.
Latest Model Training & Parts – Third-party service companies don't get the same access to new model training as the OEM engineers. If your model is less than two years old, you may have difficulty finding an independent service company that can service it or have access to parts.
Mass Spectrometry, Chromatography and Gas generator Service Decision
Hopefully, we have provided some insight into the Pros and Cons of OEM Service to Independent Service for your analytical instruments.
I am sure you have more questions, so please feel free to contact me to discuss. In the meantime, a quick but straightforward summary could be;
Independent service companies are a great choice if your service goal is savings-related. Still, please make sure you fully understand their service offerings and they have access to parts and multiple engineers to support your needs.
However, if your goal is maximum uptime at any cost, you may find that the OEM is a better fit for you.