Frequently Asked Questions About CustomerCare Plus Service Contracts
Q: Do you accept payment by credit card?
A: Yes, CEM accepts most major credit cards. To pay by credit card, call the contract administrator at 1-800-726-3331.
Q: May I fax my plan selection to CEM?
A: We encourage and accept facsimiles prior to mailing the agreement. Fax to (704) 973-2499.
Q: How do I request service once I have purchased a contract?
A: Call 1-800-726-5551, fax the CEM Service Department at 704-973-2499, email service@cem.com or use the online service request form.
Q: Is there a cost savings if I add an additional unit to my contract?
A: CEM offers multiple unit discounts (average 10% discount per unit).
Q: If I purchase a new CEM instrument during my contract term, do I get a contract refund?
A: CEM will either refund the cash balance of the contract or transfer the balance of the contract to the new instrument on a pro-rated basis.
Q: If I purchase a contract, may I upgrade it to accommodate additional requirements such as calibrations, etc.
A: CEM will upgrade the service contract and apply the cost of the original contract to the price of the upgraded contract.
Q: If I transfer an instrument covered by a service contract to a sister facility, does the contract transfer with the instrument?
A: To ensure that the contract is transferrable with the instrument, call 1-800-726-5551 for assistance from a member of the technical support team with proper packaging and shipping instructions.
Q: Does CEM offer instrument training. What are the costs?
A: Yes. Quarterly seminars are offered at the CEM Corporate headquarters on specific instruments. Service Seminars are free to CustomerCare Plus Contract customers.
Q: How soon can I use the service contract once it has been received by CEM?
A: As long as your effective dates are current, you may begin using your service agreement right away.
Q: Will I get a copy of the fully executed service contract?
A: No, your signed quote will become your service agreement, please keep a copy for your records.
Q: Can I purchase a multiple year service agreement and is there a cost savings in doing so?
A: Typically, our service agreements are for one year; however please reach out to Monica Gamble at service.contracts@cem.com for further information and pricing.