PeCon GmbH

Awanish kumar

Zeiss (India) service engineer was on a routine servicing of our Live Cell Imaging microscope. At the end of the service, the fan and the thermal sensor LED were continuously on. The engineer tried best but in vain and our work stopped. As our work was suffering, we the researcher in the lab (NOT the Zeiss India Service Engineer) then contacted Dr. Merk Oliver, Pecon Germany, the maker of the thermal unit. Using Teamviewer, Dr. Oliver helped us remotely, spent a few hours with us and identified two problems i) the IR lamp was not functioning and ii) there was loose connection between two connectors. We are very happy to share that Dr. Oliver knows the system thoroughly and could instruct us remotely to do the needful. He is very humble, possesses a lot of patience, a very good instructor and a fantastic trouble shooter. Dr. Oliver suggested us to contact Zeiss India who would replace the IR lamp, which is a routine spare item and should be available with Zeiss India. We are so grateful that Dr. Oliver took the pains and wrote an email (with a copy to us) to the Zeiss India Engineer to replace the IR lamp. We are obliged and thankful to Dr. Oliver for his generosity, kindness and help (at no cost). Notwithstanding, the tragedy is that although it took Dr. Oliver to resolve our problem from remote location within a few hours, alas, Zeiss (India) does not have the IR lamp in stock. It is more than a week that we are waiting for Zeiss India to replace the lamp at a cost. Dr. Awanish Kumar, C/O Professor B.N.Mallick, School of Life Sciences, Jawaharlal Nehru University, New Delhi-110067, India

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