For Scientists, By Scientists
New England Biolabs was established in the mid-1970s as a cooperative laboratory of experienced scientists. It was conceived to be a part of the scientific community and to contribute to the scientific endeavor by providing top quality tools and experimental expertise. This basic philosophy has continued to the present day and has led to long-standing relationships with many of our fellow scientists. NEB's commitment to a customer is regardless of whether or not they are purchasing a product from NEB and their on-going research is supported by our catalog, website and technical support staff. NEB provides to the customer the necessary technical assistance through the lifetime of the product.
NEB's technical support model is unique as it utilizes many of the scientists at NEB. Any question regarding a product is dealt with by the product manager, who is the scientist responsible for manufacturing the product, by a product development scientist, who may have helped develop the product, or by a researcher, who uses the product in their daily research. Instead of having a small tech support group at NEB, all of our scientists participate in technical support.
Today, when customers contact us by phone with a technical support question, they have the option of speaking directly with the product manager by entering the product catalog number in our phone system. If the product manager is not available, the call will be routed to our technical support group. Every scientist at NEB, whether they are in Production, Development or Research is assigned to a technical support group once a month on a rotation basis. This system guarantees that a customer will always speak with a scientist that has current hands-on experience at the bench. If the question requires a higher level of expertise, the call will be transferred to a scientist within the company who can best answer the question. In some cases, the appropriate scientist may not be available and we will arrange to have the scientist contact the customer. It is our goal to provide our customers with the most scientifically accurate information in the shortest period of time possible.