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How to Get Service for Your RheoSense Viscometer: A Quick Guide for Users

Whether you're a new user or a longtime customer of RheoSense, keeping your viscometer performing at its best is essential. Our service team is here to support you with diagnostics, recalibrations, and troubleshooting—all tailored to the needs of scientists and engineers who depend on preciseviscosity analysis.

From data interpretation to shipping support, this guide explains the options available for servicing your device and keeping your lab running smoothly.

1. When to Request Support

RheoSense viscometers are engineered for long-term reliability, but like all precision instruments, they occasionally require service or recalibration. Common reasons to contact support include:

• Interpreting unexpected results
• Seeing error messages on screen
• Performing routine annual recalibration
• Replacing your VROC® chip
• Requesting a service plan or technical guidance

For most situations, reaching out to our team is simple and fast. Depending on your issue, you can open a service ticket or initiate an RMA.

2. Submitting a Service Ticket

Service tickets are ideal for general technical support. If you need help interpreting data, configuring your software, or resolving operational issues, our engineers typically respond within 24 business hours.

You can submit your ticket online with a description of your question or concern, along with your instrument’s serial number for faster tracking.

3. How the RMA Process Works

If you need to return your viscometer or chip for recalibration or replacement, you'll use theRMA process (Return Merchandise Authorization). Each RMA is issued with a unique tracking number and allows you to send in one or multiple items for service.

Standard RMA turnaround is approximately two weeks, and your team may request a formal quote in advance. Once the instrument arrives, our technicians calibrate it using internal reference standards and issue a new certificate valid for one year.

4. VROC® Chip Replacement and Reuse

Over time, VROC chips may need recalibration or replacement. RheoSense offers a cost-effective chip recycling program: ship in your used housing, and we'll return a refurbished version containing a new chip core—calibrated to match original performance standards.

This program helps reduce both costs and environmental waste while ensuring continued precision.

5. On-Site and Remote Options

In some cases, on-site recalibration or remote support may be possible. For these, we recommend submitting a service ticket first. Our team will assess your situation and determine whether you need to send in your device or if the issue can be resolved remotely.

Final Thoughts

When you're running high-value experiments with alow-volume viscometer, you can’t afford downtime or uncertainty. That’s why our service offerings are designed for speed, transparency, and precision. Whether you need help tomorrow or you're planning your annual maintenance schedule, we’re here to support your research.