| | | Making Great Service Our Hallmark We designed our products by first imagining how we would sell them -- i.e., we actually pictured ourselves talking to our prospects, discovering their needs and wants, and offering them the best solutions possible. As researchers ourselves, we realized the key to serving you well was flexibility -- flexibility in our modular products, flexibility in our attitude, flexibility in the way we handle your needs. We realize that great service is not a slogan -- it's an attitude, a philosophy. Before the Sale: R&D and Applications Support Our Applications Scientists are consultants in the best sense of the word, because they're guided by one central question: Why? If we don't ask you what your sample is and why you want to measure it, we haven't given you our best effort. Sentiment is all well and good, you say, but what specifically can you do for me? Well, consider our pre-sale support: • R&D. Prospects interested in developing new applications using our technology can draw on the resources of our OEM and Applications Groups, which comprise sales, engineering and technical support resources. We offer optical and electronic design services, software and firmware engineering, testing and validation services, and rapid prototyping. • Applications. Our Applications Scientists take ownership of your most challenging applications needs. When you ask if our spectrometer can measure a certain sample, we respond, "Well, we don't know -- what is this sample and why do you want to measure it?" In short order, we have configured a system to measure the sample, we have put your order in the queue, and we've perhaps even started to work on a new accessory that we'll need to fill the order. • Tradeshows and Seminars. What better opportunity to see our products in action than to attend a tradeshow? Our combined locations will exhibit at nearly 100 tradeshows worldwide this year (for a schedule of shows in the U.S., see www.oceanoptics.com/tradeshows.asp). In addition, we will host various seminars throughout the year, including our Customer Forum and Educator Training. Check OceanOptics.com for details. • Sales & Service. With offices in Europe, Asia and the United States, and a network of distributors around the world, our service reach is truly global. In the States, we offer expanded service hours (Mondays-Thursdays 8 a.m.-8 p.m. and Fridays 8 a.m.-6 p.m. EST) and late-day shipping options. Customer sales & service representatives are available to take orders, provide order status, relay pricing and product information, and handle any basic service request. We are available via email and soon will add e-commerce and other multimedia services to our website. For a list of our locations see page 5 or visit oceanoptics.com/contactus.asp. After the Sale: Customer Service & Tech Support Our relationship with the customer doesn't end once the order goes out the door. In fact, our assistance after the sale is often where we provide the most value to our customers. Whether it's helping you to get started, or troubleshooting a challenge you're facing, we offer post-sale support in various guises: | | • Help with the "Little" Things. Contact our Customer Sales & Service Department (727.733.2447 or Orders@OceanOptics.com) for questions regarding order status, delivery times, shipping charges and more. And when you call, you'll speak to an actual person. • Troubleshooting Challenges. If you run into an issue with your order, our Applications Scientists and Technical Support staff (TechSupport@oceanoptics.com) can help. The former are especially useful for help with your configuration or experiment; the latter can assist with getting started, hardware-software compatibility, firmware and software programming issues and more. • Repairs and Returns. Occasionally, orders don't work out exactly as planned. If you need a Return Merchandise Authorization (RMA) for a repair or an upgrade, contact us at 727.733.2447 or Repairs@oceanoptics.com. It's rare that spectrometer components or accessories fail; more often than not, our RMAs cover changes in spectrometer configuration, bench upgrades and the like. Additional Resources We provide readily accessible technical and support information on our website and _ in other media: | | |
| | | available online at oceanoptics.com/technical.asp. • Engineering-level documents are also available online, at oceanoptics.com/technical/engineeringdocs.asp. This is where you'll find information on topics such as Ccd detectors and linearity, lamp stability and USB adapter interfaces. • Click the APPLICATIONS button at OceanOptics.com to view an Applications Database of journal articles that reference our products. And it's always fun to do a search at http://scholar.google.com. The last time we looked, there were over 5,000 listings for Ocean Optics spectrometers. • Other resources include a UV-Vis Spectral Database CD, short video clips on basic spectroscopy measurements, and a handbook in both print and CD formats on the use of spectroscopy in the teaching lab. For details, contact an Applications Scientist. How Are We Doing? We love hearing from our customers. Your feedback helps us serve you better. Please direct your questions, concerns and comments to Info@OceanOptics.com or write to us at Ocean Optics, Inc., 830 Douglas Ave., Dunedin, FL 34698 USA. | | |