We're here to help!
FluidX are committed to providing the highest levels of customer service and support.
Our Technical Support Team offers expert assistance with installing and maintaining your instruments so they give the reliable, optimal performance you expect.
To contact the Support Team directly:
Call: +44 (0)161 777 2000
We are sample storage experts
We are experts in FluidX systems and are more than happy to help address any FluidX-related issues you may come across. We can provide some guidance and information regarding third party applications that directly interact with our systems but we are unable to support or troubleshoot problems with third party applications, corporate networks, operating systems and computer hardware.
Not addressed satisfactorily?
We take supporting all our clients very seriously, our goal is to make you successful with our products. If at any time you feel that an issue is not being addressed satisfactorily please feel free to send an email to email@example.com
Here are some resources you may find useful, simply click on the button to request the informationnt you require.
XTR-96 PRO and REMP Tube 2D Barcode Decoding
Reading Cryo Tubes direct from freezer - XTR RACK Cryo option
Sample formatting and sample archiving - XSP 200
Liquid retention of screw caps used with 96 well format tubes
Protocol for freezing samples - cryo tubes
2D Tube Readers
XTR-SINGLE, Single 2D Tube Reader Request Manual
XTR-1 ELITE, Single 2D Tube Reader (plug and play!) Request Manual
XTR-1 PRO, Single 2D Tube Reader with built-in display Request Manual
XTR-96/XTR-RACK Whole Rack 2D-Code Readers Request Manual
XTR-RACK LF CRYO Whole Rack Reader for cryo tubes and SBS format racked tubes with frost reduction system Request Manual
XTR-96 PRO High Performance Whole Rack Reader Request Manual
EasyTrack Sample Archiving Software Request Manual
Sealing & Capping
XSD-96PRO High Speed Automated Capper/Decapper for 96 format tubes with screw caps Request Manual
XSD-8-96 High Speed Automated Capper/Decapper for 96 format tubes with screw caps (column by column) Request Manual
XSD-48, 48 or 24-format Whole Rack Capper/Decapper for screw capped tubes Request Manual
XSD-1 Automated Single Tube Capper/Decapper for screw capped tubes Request Manual
Automated Thermal Sealer for 96 & 384 format plates and blocks Request Manual
Manual Thermal Sealer for 96 & 384 format plates and blocks Request Manual
Manual Adhesive Sealer for 96, 384 & 1536 format plates Request Manual
Plate Piercing System Request Manual
Any FluidX product can be returned quickly and simply, for any reason, using this process....
Please print page 2 and 3 of the FluidX Returns Form (download below).
Page 2 is the return delivery address and can be fixed to the outer package of the item to be returned.
Complete the name of the person who will be expecting the item, (if known) and the RMA number. This allows the item to be dealt with quickly through our “Goods In” area.
Please complete the decontamination form on page 3 and return this with the merchandise.
Items that arrive without a decontamination form could be held in quarantine and may delay the process of the repair, credit or replacement item.
If you have any questions regarding the return of items please email firstname.lastname@example.org or feel free to speak to a member of the team by calling +44 (0)1625 861 614
Many FluidX instruments require sophisticated software, particularly our range of DataMatrix 2D barcode readers, and we aim to provide support to our customers quickly and easily so that you are up and running as soon as possible.
This can be achieved by a mixture of email and telephone support, but often the fastest way to solve a software issue is by enabling one of our Technical Support Team to connect to your PC remotely.
FluidX investigated the remote control systems available and selected LogMeIn Rescue as a partner to deliver remote connection support. There are plenty of good technical reasons for this choice which are outlined in a LogMeIn White Paper “LogMeIn Rescue Architecture".
Read more about why we chose LogMeIn Rescue.