Customer Support - Product Support - Coltraco Limited

Our Customer Care Commitment (CCC)

Our Customer Care Commitment means that we will support you for the life-time of your Coltraco® equipment. We offer a comprehensive package of after sales Technical Support to all of our customers worldwide from free of charge email/phone call technical and user assistance to ensure you become a competent user, through to customer technical visits (may be subject to charge depending on location and time taken) and to annual fixed fee maintenance packages.

Our commitments are:

Get in Touch

If you have any questions please email support(at)coltraco.co.uk or complete the form at the bottom.  When returning equipment please follow the instructions found in this document below: Click here to download PDF

Support Office

Unit 1 Chewton Fields,
Ston Easton,
Bath,
Somerset BA3 4BX,
United Kingdom

Tel +44 1761 241 601
Fax +44 1761 241 685

 

Videos

For demonstrations and showing “what’s in the box”:

youtube.com/ColtracoVideos/

Calibration Services

Why do you need to calibrate? Like an annual MOT on your car, calibrations service your equipment to ensure it is as accurate and reliable as when you first purchased it.

How often? In accordance with ISO 17025 for testing and measuring equipment, annual recalibration is recommended for companies complying with this regulation. Whilst there are some companies who offer 5 year calibration certificates, Coltraco Ultrasonics believe that we should follow the guidance set out in the regulations and thus offer 1 year calibration certificates.

Where can you calibrate your unit? Calibrations must be conducted in a Coltraco approved centre: either with us in the UK at the above address or with our ODA (Organisational Delegated Authority) Service Centres overseas.

How long will it take? We will always ensure that the turn-around-time is as short as possible. We aim to have the unit returned to you within a maximum of 10 working days, no matter where in the world our customers are. If required, replacement loan units can be made available for the duration that your unit is away for recalibration.

Spare Parts

If one of your ancillary items such as a sensor, receiver, generator or another part has been damaged, we have all of these parts available in stock and will be happy to supply these as required usually shipped door-to-door within 48 hrs.

User Training Support

The equipment is designed to be easy to use. Most users become competent quickly and easily, simply by following the Operating Instructions included in the ready-to-go packages.

However, if more training is required, we are happy to offer one-on-one tutorials. These are usually carried out over the phone/video call with one of our technical team. We take you through our Competency Compliance training to ensure you are confident in testing.

If you are a user of the Portascanner® and Portalevel® MAX , we have online Interactive Training - see Training.

Repairs

If your unit has been damaged whilst operating, we can repair it for you. Factory level repairs for the electronics, display module and membrane control panels have to be carried out in our facilities in the UK. Time scales for unit returns may vary depending on the severity of problem. If your unit has been damaged please contact our Support Department with a brief description of the problem and we will organise this for you as quickly as we can.

Upgrades & Trade-In Credits

To thank you for your loyalty we are delighted to offer Upgrade discounts and Trade-In Credits when you send us your old equipment in exchange for the latest models. This is also part of our commitment to recycling. We still have units in service after 20 years which our customers love but we also know some may be keen to swap it in to try out the new technology. Get in touch to find out more.

Portacare® “Total Care Package”

When you purchase Coltraco equipment, we guarantee our equipment for 3 years. Any electrical failures to the equipment in this time, we will repair or replace free of charge. There is another option available, to extend this warranty period, through our Portacare® "Total Care Package". This “beyond warranty” contract support option can be extended over a three, five or 8 year contract basis. Summary of the benefits:

  • One fixed annual fee
  • No additional charges throughout the 3-8 year term length
  • Covering all electronic failures
  • Covering all spare parts replacement free of charge including unit replacement if necessary
  • Free annual calibration and annual servicing

Find your closest ODA Service Centre

To serve our Customers & Distributors Coltraco ODAs (Organisational Delegated Authority) undertake Calibration Services & First Line Repairs. These are our service stations and approved to undertake calibration services and first line repairs. Click the map below to find details:

  • We are looking to open additional ODAs in the following countries:
  • Hong Kong
  • Canada
  • Australia
  • Turkey
  • South Africa

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Online Submission

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Call: +44 207 629 8475
Our customer support line is open during UK
business hours
Mon-Friday, 9.00am - 5.00pm GMT

Email: sales@coltraco.co.uk
Enquire via email and a dedicated
member of the sales team will deal
with your request personally.