BD Service Obsolescence Letter and FAQ
In April 2019, we emailed a letter to all of our customers relying on us to service BD instrumentation that we would be discontinuing that service. The letter is posted below for easy reference, and we've added responses to frequently asked questions after the letter. If anything is unclear, or if you have additional questions, please contact us.
April 2019 Letter
Dear Valued Customer,
We wish to take this opportunity to thank you for having Cytek provide service for your BD cytometers, and to make you aware of an opportunity we have for you to transition to the technology of the future.
BD system components have become increasingly difficult to obtain from the original manufacturer due to technology obsolescence. With the difficulty of obtaining parts, Cytek will be unable to honor service contracts with 100% confidence beyond two years.
As you know, Cytek has introduced its state of art flow cytometer product lines with the Aurora and Northern Lights systems to rave reviews! These cytometers can be configured as direct replacements for your BD analyzers with the latest technology and an overall lower cost of ownership. We are also offering discounts if you decide to trade-in your older model(s) and will transfer any existing service contract to the new Aurora or Northern Lights.
The last date to purchase a one year Premium and Value service contract in support of BD instruments and options is December 31, 2019. This will make the effective end of service contracts, December 31, 2020. Pre-existing multi-year service contracts with customers that extend beyond this date will be honored. Time and material service in support of BD instruments and options will continue as long as resources are available.
If you wish to take advantage of our technology advancement offer, please contact our sales department at firstname.lastname@example.org or call (510) 657-0102. Thank you for your business and please feel free to contact us if you have any questions about this announcement.
Frequently Asked Questions
Why will Cytek no longer be offering service contracts for BD Instruments?
There is a shortage of parts and we are concerned about the ability to fulfill service contract obligations.
Will Cytek still provide time & material service for BD systems?
Yes, Cytek will still offer time & material service for all models that we service when possible, depending on parts availability.
Will service contracts still be available for Cytek DxP FACSCaliburs?
No, but Cytek still has a lot of parts for the Dxp FACSCalibur and should be able to support on a time & material basis for some time.
I just bought a refurbished FACSAria II from Cytek and now you won’t offer a service contract for it?
If you purchased your refurbished FACSAria II within a year of the initiation of the service obsolescence notice (April 2019), Cytek will still provide you with an annual service contract through December 2020.
I still have two years left on my multi-year service contract. Will Cytek still honor the contract?
I’d like to trade in my cytometer for a Cytek cytometer but I just bought a 3-year service contract for my system. Is there anything that I can do?
Cytek will apply the remaining time of your service contract to your new Cytek cytometer.