[labnetwork] Suss now sharging for phone tech support

[Aebersold,Julia W.]

We have a Suss MA6/BA6 aligner and Suss SB6e bonder in our facility.  In my discussions for technical support by e-mail and over the phone support for our  multitude of tools I have never come across a vendor that wants to charge for technical support.  Or did I just miss the boat and this is a changing trend?

We just received notice from Suss that in order for them to serve us better they will now start charging $150 per support call starting on September 15, 2013.  This does not affect customers currently under service contracts or factory warranty.  Now I won't express my true opinion or vent on this change in policy, but I wanted to ask the network if there is a 3rd party that supports these tools and possibly spare parts.

Cheers!

Julia Aebersold, Ph.D.
MNTC Cleanroom Manager
Shumaker Research Building, Room 233
2210 South Brook Street
University of Louisville
Louisville, KY  40292

502-852-1572
http://louisville.edu/micronano/

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