Frequently Asked Questions

Explore answers to our most frequently asked questions. If you can't find what you're looking for, please contact us. 

General

How do I contact Technical Assistance?

Our Technical Assistance Center is available 24/7 by phone 1-888-879-7639, option 1.

How do I process Ebola and other high-risk samples on Sysmex analyzers?
Click here to view Sysmex's Ebola and highly pathogenic sample processing FAQs.

What are Customer Care’s service hours?

Our Customer Care service is available Monday through Friday from 7 am to 7 pm Central Time. You can contact us by phone, 1-888-879-7639, option 2, fax or email, based on account location. Visit the support hub to find fax numbers and e-mail addresses by account location.

Ordering and Payment

How do I order Quality Control product?
Products may be ordered based upon your facility’s test profile. We require a standing order be set-up for QC product, ensuring delivery of the most current lot upon its release. A purchase order may be submitted via email five business days prior to your initial QC release date. A standing order confirmation email will be sent upon setup. Please submit any required changes, in writing, to the regional customer service mailbox.

Will my Quality Control standing order expire?
Please specify a start and end date on your submitted standing order purchase order. Notifications will be sent 90, 60 and 30 days prior to the standing order expiration. The notification will be sent to the email address provided at time of order set-up, as a reminder to submit your new purchase order.

How do I order reagent product?

We offer Electronic Data Interchange (EDI), for reagent product orders to be processed through the Global Healthcare Exchange (GHX). This partnership decreases order processing time, provides prompt confirmation and improves the overall accuracy of the interaction.

With the GHX solution, we have eliminated the requirement for an annual reagent standing order. As a valued customer, your orders are eligible for a fixed delivery date, “pre-paid freight”, upon establishing a fixed delivery date.

To order reagents, please follow these steps:

  • Contact Customer Care at 1.888.879.7639, option 2 for:
    • Account set-up and a fixed monthly delivery date to be assigned, or,
    • E-mail your request to the regional Customer Care representative, based on location. Visit the support hub to find fax numbers and e-mail addresses by account location.
  • Once a delivery date is confirmed, we're ready to receive your fixed monthly reagent order, through GHX, 21 days prior to your fixed “pre-paid freight” delivery date.
  • Modifications to your order may be requested within 11 days of order delivery.

What if I need to place an expedited order?

Expedited orders should be telephoned in to the Customer Care Team at 888.879.7639, option 2.

  • Overnight order requests for quality control must be received by 1:00 pm Central Time.
  • Overnight order requests for reagents must be received by 5:00 pm Central Time. Requests received after these times cannot be guaranteed for next day delivery

All emergency orders require a valid purchase order number. GHX does not process emergency orders.

Whom should I contact regarding address changes?
Please email the address change information on your company letterhead. Include your analyzer model(s) and serial number(s). Submit your change request to customermaster@sysmex.com

How can I track my product orders?
Please visit our Order Tracking page to look up the status of your order. Simply enter your purchase order number and ship-to zip code.

How can I pay my invoices?
We accept wire transfers, checks and credit cards. For more information, contact your regional Accounts Receivable Representative at 1- 888-879-7639, option 5, Monday through Friday 7am to 5 pm Central Time.

Training and Education

What are some of the benefits of webinars?
  • Unlimited access to a wide range of relevant topics from industry experts
  • Available live or on-demand for your convenienc
  • eLive attendees can participate in Q&A with the speaker
  • Contact hours available for live and on-demand participants
  • Free of charge
  • No prerequisites

Does it cost anything to join a webinar?
Webinar participation is complimentary, but you must register for the individual webinars to participate.

Are there any prerequisites for any of the webinars?
There are no prerequisites for the webinars. Each webinar is a standalone learning opportunity and you may join as many as you like!

How do I enroll in a webinar?
Customers can log into the Caresphere Academy site using their Customer Resource Center credentials. If you're not a current customer, you will have the option to create an account for webinars during the sign-up process.

How do I test my computer before the meeting?

Before attempting to join the live webinar, please test your system here:

https://zoom.us/test

This will assure that you do not have any technical problems that would prevent you from enjoying the webinar on the day of the event.


How do I join a webinar?
After enrolling, you will receive an e-mail confirmation that includes the webinar information and a link to join on the day of the event. You will receive another email reminder the day before the event, which will also include the link to join. You have the option to add the link to your Outlook calendar. You may also join the live event from the webinar course page in the Center for Learning.

Please test your system before the start of the webinar to assure that you do not have any technical problems.

How do I obtain presentation material for a webinar?
After enrolling in a webinar (live or on-demand) you will have access to the webinar course page, which will contain information about the webinar, including presentation materials or handouts.

How do I obtain my contact hour from Sysmex?

Everyone seeking continuing education contact hours must enroll in the webinar before the start of the event.

For individual attendees:

  1. To join a live webinar, click on the link in your event confirmation email.
  2. Register for the webinar prior to the scheduled start date and time (if attending live).
  3. After viewing the webinar, return to the webinar course page on the Center for Learning.
  4. Complete the 5-question Knowledge Check; you must earn a score of 80% or higher to unlock the certificate of completion for the webinar and earn your 1.0 contact hour.
  5. Let us know how we’re doing—complete the satisfaction survey through the ‘Provide Feedback’ button on the course page.
For group attendees*:
  1. To join a live webinar, click on the link in your event confirmation email.
  2. Individuals must register for the webinar prior to the scheduled start date and time (if attending live).
  3. After viewing the webinar, each participant should return to the Center for Learning and log in to view the webinar course page.
  4. Participants should complete the 5-question Knowledge Check; you must earn a score of 80% or higher to unlock the certificate of completion for the webinar and earn your 1.0 contact hour.
  5. Let us know how we’re doing—complete the satisfaction survey through the ‘Provide Feedback’ button on the course page.
*Note: Anyone wishing to claim contact hours must register and complete the Knowledge Check using their individual credentials.

 


How can I obtain credit for viewing an on-demand (previously recorded) webinar?
1. Enroll in an on-demand webinar.
2. After viewing the entire webinar, scroll to the bottom of the webinar course page.
3. Complete the 5-question Knowledge Check; you must earn a score of 80% or higher to unlock the certificate of completion for the webinar and earn your 1.0 CE contact hour.
4. Let us know how we’re doing—complete the satisfaction survey through the ‘Provide Feedback’ button on the course page.