|What is Miles-Care?|
Miles-Care is a simple philosophy – Service the customer, not just the equipment.
That means in addition to providing fast, efficient service of the device, we also partner with our customers to help them get the most out of their investment. We understand the point of any tool is to help you work smarter and more efficiently, and that can only be accomplished with a clear understanding of how the tool functions and how to properly operate and maintain it. So at every installation, every service or preventative maintenance call, every time we are on site, we ask what we can do to help you accomplish your goals.
What support can you expect after the sale?
This is likely the most important question a customer can ask. Milestone’s answer is to provide multiple layers of support to meet all your needs. Starting from the moment you place your order, to install, user training, applications training, and system service and maintenance, our experts are ready to help.
Our in house electrical engineer will work with you or your facilities personnel to answer your questions and provide solutions.
Questions at install?
Ask away, the support specialist will take you through every facet of your device – setup, programming, method execution, calibration, proper care and maintenance of consumables, etc... and will answer all your questions along the way.
Still have questions?
Something in-depth and complicated – still no problem. Our application experts can handle anything you can throw at them. With decades of industry experience in labs like yours, if they haven’t seen or experienced it before, they will partner with you to invent a solution.
Have a problem with your device?
Then we have a problem as well. A company is only as successful as its customers, and so we have a vested interest in your success. When you call our technical support line you will get a trained, knowledgeable service engineer to help you. If service is required, they will follow the process through from initial dispatch to closing the case when you are up and running again. This provides a single point of contact, eliminating any frustrations in working with multiple layers and people.
Finally, Milestone is constantly the innovator, developing new products and accessories to help you do more with the investment you have already made. At every level, whether field support, technical support, applications support, or customer support, we are there to understand your needs and provide new, original solutions.
Milestone offers one service plan under "Miles-Care" and it is a comprehensive contract covering all travel, labor, and non-consumable parts for one low cost. A yearly preventative maintenance visit, software upgrades, unlimited technical support, and priority in service scheduling are also included to provide the customer blanket protection.
Miles-Care is designed to eliminate unexpected and unplanned for costs associated with problems that might occur during the device's lifetime. It is also designed to eliminate the inevitable confusion associated with the multi-level plans offered by others that limit what is covered, how many visits and what type are included, and the sliding scale discounts on parts. With Miles-Care our customers know exactly what to expect and can feel comfortable they have a partner with a common interest in the health of their Milestone device. Milestone also offers a significant discount on its comprehensive Miles-Care plan if purchased at the same time as the device; adding additional value.
Should a device not be covered under the Miles-Care plan, Milestone offers on-site or depot repair at rates below the industry standard for time and materials service. And all work performed is guaranteed. If it’s not right, we will make it right at our cost, that’s servicing the customer.