Technical support
An application engineer answers within 24 hours on working days. When equipment fails during a campaign, diagnosis is remote and a loan unit can be shipped, depending on the project.
In brief
Support has three levels: the application engineers, the loan and rental fleet, and the engineers who design and build the instruments in Michigan. Each request is tied to the serial number of the equipment and to its calibration and service history.
- < 24 h
- first answer from an application engineer
- Over 30
- wheel force transducers in the loan and rental fleet
- 1 to 2 weeks
- typical calibration turnaround
Before the order, during installation, in use
Before the order: from the test, the part and the quantities to measure, we specify the transducer, the signal transmission off the part, and the connection to your recorder.
During installation: remote assistance for mounting and first readings.
In use: send the reference, the serial number and the symptom (a doubtful reading, a channel that does not respond, a setting to change). If the product has to come back, we organise the return.
- Wiring and connection to your data acquisition system
- Settings of amplifiers, telemetry and interface boxes
- Interpretation of the calibration certificate and matrix
Who answers
Your contact is an application engineer, who follows the request until it is closed.
When needed, the request goes to the people who design, build and calibrate the instruments: over 100 engineers, technicians and machinists at Michigan Scientific in Charlevoix and Milford, Michigan.
| Level 1 | Application engineer: setup, wiring, configuration, first diagnosis. |
|---|---|
| Level 2 | Loan, rental and calibration: replacement unit, adapter, recalibration. |
| Level 3 | Design engineers in Michigan: repair, firmware, custom adaptation. |
Response times
These commitments apply to equipment supplied or rented through Michigan Scientific Europe.
| First answer | Within 24 hours on working days, by phone or e-mail. |
|---|---|
| Remote diagnosis | Within 2 days, depending on urgency, from your recording or in a remote session. |
| Loan unit | Available when a fault stops a test, depending on the project. |
| Calibration | Typically 1 to 2 weeks at Michigan Scientific, excluding shipping. |
| Repair | Quoted after inspection. The procedure is on the return and repair page. |
When a test is stopped
When a transducer or its electronics fails during a campaign, the procedure is as follows.
- 01
Contact us
Give the model, the serial number and what you observe. A recording of the faulty signal speeds up the diagnosis.
- 02
Diagnosis
The engineer checks wiring, configuration and signals with you, remotely.
- 03
Loan unit
If the fault cannot be fixed on site, a unit from the loan and rental fleet can be shipped, depending on the project.
- 04
Repair and return
The faulty unit is repaired, recalibrated and returned with an updated certificate.
What support includes
| Training | Remote training, for a rental or a purchase, agreed for each project. |
|---|---|
| On site | Support at your track or test bench, and a road load data acquisition service. |
| Adapters | Help with the design of rim and hub adapters, with a design guide for each model. |
| Calibration | ISO/IEC 17025 accredited calibration, 1 to 6 axes, tracked by serial number. |
| Preparation | Pre-assembly and delivery to the test site for rented systems. |