Common Inaccurate Claims by Some Overseas Companies

Long on promises, short on delivery


When dealing with some overseas laboratory instrument providers, customers may encounter exaggerated or misleading claims, particularly concerning support, system integration, and product performance. These unfulfilled promises can result in operational inefficiencies, unexpected costs, and frustration. In today's fast-paced world, challenges like this can erode one's competitive position and undermine the trust of both patients and referrers.


Service and Support Claims


Many overseas companies make bold promises about service and support that often prove difficult to fulfill:

  1. "Round-the-Clock Local Support" - Companies may promise 24/7 local support but lack a dedicated team in Bermuda. Instead, they rely on remote assistance across time zones, leading to delays in troubleshooting and communication challenges during critical times.
  2. "Fast On-Site Service" - Rapid on-site service is often promised but rarely delivered. Without local technicians, companies may need to fly in specialists, causing extended downtime and disruption to operations - not to mention a hefty expense.
  3. "All Parts Always Available" - Some providers claim to have all replacement parts readily available. In practice, critical components often need to be shipped internationally, adding weeks to repair timelines.
  4. "Comprehensive Training Included" - Training promises may fall short, with minimal online sessions or reliance on user manuals instead of hands-on, personalized guidance. Staff turnover worsens this issue, as replacement staff may receive no training unless arranged at additional cost - and with a significant delay.
  5. "Direct Access to Engineers" - While companies claim customers can contact engineers directly, support often funnels through generic call centers staffed with agents lacking technical expertise, causing frustration and inefficiency. Sometimes, only email support is offered, which often results in days going by before the problem is even understood.
  6. "Worry-Free Warranty Coverage" - Promises of long, worry-free warranties can be misleading. Companies may struggle to honor warranty terms due to insufficient local infrastructure or impose hidden exclusions, leaving customers with unexpected costs.


An overseas engineer hiding from your support requests


System Integration Challenges


"Seamless Integration with Existing Systems" - Overseas providers may assure customers their equipment will integrate effortlessly with local laboratory systems. However, incompatibilities in software, hardware, or regulatory requirements often necessitate significant customization, increasing costs and project timelines. Even if integration is achieved, lack of on-site support can make operations a frustrating experience, since it is often difficult to obtain support from professionals familiar with the custom nature of a particular set-up.

In many laboratories, the use of multiple vendors to install various systems can lead to significant challenges, particularly when issues arise during the integration process. Each vendor may have their own protocols, technologies, and timelines, which can create a fragmented approach to system implementation. When difficulties occur—such as compatibility issues, delays, or technical malfunctions—vendors often shift blame onto one another rather than collaborating to find a solution. This lack of accountability not only prolongs the resolution of problems but also hampers the overall efficiency of the lab's operations. As a result, the lab staff may find themselves caught in the middle, facing increased frustration and downtime while waiting for the vendors to resolve their disputes.


Performance and Usability Claims


  1. "Unmatched Accuracy and Precision" - Providers frequently exaggerate the analytical accuracy and precision of their instruments without presenting proper validation data, leading to results that may not meet rigorous laboratory standards.
  2. "Plug-and-Play Usability" - Some companies claim their instruments are intuitive and ready to use out of the box. In reality, significant training, workflow modifications, and software customization are often required to achieve optimal performance.


Real-World Consequences


Such misleading claims can have serious implications:


  • Operational Delays: Unexpected downtime due to slow repairs or inaccessible parts.
  • Hidden Costs: Expenses for training, integration, or extended warranties that were not disclosed upfront.
  • Reduced Productivity: Longer learning curves and compatibility issues disrupting workflow.
  • Customer Support Frustration: Inefficient communication and limited local expertise result in poor resolution of technical issues.


By being aware of these common tactics, customers can take proactive steps, such as:


  • Demanding proof of service infrastructure, including local technician availability and parts inventory.
  • Insisting on validated performance data and integration testing.
  • Negotiating detailed service-level agreements (SLAs) to ensure accountability.
  • Seeking vendor unification to lessen or avoid integration challenges. In most cases, this means a distributor who can supply all required functionality, is familiar with all equipment they represent and has the means to integrate it into laboratory systems.


Armed with accurate expectations and thorough due diligence, you can make informed decisions and avoid falling victim to over-promised and under-delivered support.

Common Inaccurate Claims by Some Overseas Companies
Mike Serebrennik November 17, 2024
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