Neogen Customer Service — Expert Field Guide

Overview and Quick Facts

Neogen Corporation (NASDAQ: NEOG) is a global provider of food and animal safety products and diagnostic solutions. Founded in 1982 and headquartered in Lansing, Michigan, Neogen serves food processors, animal health professionals, veterinarians and laboratories across more than 100 countries. For frontline contact, the corporate address listed publicly is 620 Lesher Place, Lansing, MI 48912, USA and the company website is https://www.neogen.com.

This guide focuses on how to interact with Neogen’s customer service efficiently: the right contact points, required information, expected service levels, order and warranty processes, and escalation steps. The recommendations below are based on typical B2B diagnostics support flows and public company disclosures; adapt them to specific product lines (food safety assays, veterinary diagnostics, or instrumentation).

Primary Contact Channels and Service Levels (SLAs)

Neogen provides multiple support channels: phone support, web-based contact forms, regional sales representatives, and a technical resource library on its website. For general inquiries use the corporate switchboard (+1 (517) 372-9200) or the “Contact Us” link at neogen.com; for product-specific technical help, customers should use the product support pages where manuals, SDS, and application notes are posted.

Expect these realistic SLAs when contacting Neogen customer service: acknowledgement within 24 business hours for standard tickets; initial troubleshooting action or diagnostic plan within 48–72 business hours; and resolution for minor software or procedural issues within 3–7 business days. For critical production-impacting faults (instrument failure, verified false positives/negatives in a production run), escalate immediately and request an urgent ticket — many labs report an on-call response within 4 business hours during standard hours.

Business Hours and Regional Variations

Corporate hours are typically 08:00–17:00 Eastern Time, Monday–Friday for U.S.-based support; regional offices operate local business hours and may provide extended coverage. When contacting support, state your timezone and production impact so global teams can coordinate faster.

For time-sensitive work, document the issue with timestamps (UTC or local time), batch/lot numbers, and photographs or screen captures — these reduce diagnostic cycles and speed resolution.

Technical Support: How to Prepare and What to Expect

Technical support at Neogen often involves troubleshooting lateral-flow tests, ELISA kits, PCR assays, and analytical instrumentation. Before calling, gather the following: product name and catalog number, lot/expiration numbers, purchase invoice number, serial number of any instrument, software/firmware version, and a concise description of the failure mode (including when it began and any recent changes to protocol or reagents).

• Required data to expedite technical support: catalog/part number, lot number, serial number, date of purchase, sample matrix, step-by-step protocol used, and the exact observed vs. expected result (include photos or data files).
• If you use Neogen instruments, have the instrument log files and error codes ready. If working with consumables, note storage conditions (temperature and humidity) and chain-of-custody for the lot.

Most technical problems are solved by remote troubleshooting: protocol correction, recalibration instructions, or sending replacement consumables. If remote resolution fails, Neogen usually issues an RMA (return merchandise authorization) and, for covered equipment under warranty or service contract, will arrange repair or onsite service. For out-of-warranty or custom engineering work, expect quoted turnaround times and service fees.

Ordering, Pricing and Lead Times

Standard catalog items (test kits, consumables) typically ship within 1–3 business days when in stock; instrumentation and custom-configured systems commonly have lead times from 2 to 8 weeks depending on configuration, calibration requirements and regional shipping. For high-volume or time-critical production, place orders with a minimum lead-time buffer of 4–6 weeks and confirm stock availability with your regional sales rep.

Price ranges (approximate, illustrative): lateral-flow rapid test kits commonly retail from $50 to $400 per kit depending on format and inclusions; mid-range bench instruments (e.g., ELISA plate readers, small PCR units) are typically in the $1,500–$25,000 range; high-end automated analyzers or service contracts can exceed $50,000. Neogen and its distributors frequently offer tiered discounts for volume purchases (often 5–25% off list depending on annual volume and contract terms).

Payment, Invoicing and Distributors

Neogen accepts corporate purchase orders for established accounts; new customers may be required to prepay via credit card or wire transfer. International orders commonly use local distributors — check neogen.com for the authorized distributor in your country to obtain local pricing, shipping terms and compliance documentation (CE, ISO certificates, SDS).

For expedited shipping, specify carrier preferences and account numbers at order placement. Keep purchase order numbers and invoice copies to accelerate account reconciliation and warranty claims.

Returns, Warranty and Escalation Path

Neogen’s warranty practice for instruments typically covers parts and labor for 12 months from shipment, with extended service contracts available for multiyear coverage and on-site calibration. Consumables and reagents generally have strict return policies (unopened, within the manufacturer-specified shelf-life) and require an RMA. Always request an RMA before returning product; returns without authorization may be refused or subject to restocking fees.

If your issue is not resolved through frontline support, follow a structured escalation: raise the ticket number with your technical contact, request escalation to a regional technical manager, then to the global technical support lead or VP-level customer service. Document each step with ticket numbers and timestamps to ensure SLA adherence.

• Escalation checklist: ticket number, summary of actions taken, business impact statement (e.g., daily production loss), desired SLA, and suggested corrective action (replacement, emergency shipment, onsite visit).

Finally, keep a record of all communications and attach lab data or images to the support ticket. Clear documentation reduces repeat diagnostics and often shortens total time to resolution by 30–60% compared with incomplete initial reports.