OHAUS Customer Service — Expert Guide for Procurement, Support, and Repair
Overview of OHAUS Support Structure
OHAUS is an established manufacturer of laboratory and industrial weighing equipment with global sales and support networks that serve laboratories, manufacturing, education, and field operations. Their support ecosystem combines regional distributors, factory service centers, and an online support portal so customers can access spare parts, calibration certificates, software updates, and technical troubleshooting. For complex systems (analytical balances, moisture analyzers, bench scales) OHAUS typically routes requests through certified service centers to protect calibration traceability and warranty coverage.
From a practical standpoint, this structure means you will typically interact with three layers of support: (1) the local distributor or reseller for purchase, installation, and first-line troubleshooting; (2) OHAUS factory support for firmware, diagnostics, and replacement parts; and (3) accredited calibration labs for ISO/IEC 17025 traceable calibration certificates. That segmentation reduces turnaround for common issues while preserving compliance for regulated environments (pharmaceutical, food, ISO labs).
Contact Channels and Key Resources
Primary contact is the official OHAUS website (https://www.ohaus.com), which hosts product manuals, firmware, spare-parts diagrams, and the support portal. For account, warranty, and RMA inquiries in North America, OHAUS lists regional phone and email contacts on the site — for immediate access verify the current telephone number and hours on the support page. For international customers, OHAUS operates regional offices and authorized distributors—use the website’s “Where to Buy / Support” locator to find local phone numbers and authorized service centers by country.
When you contact OHAUS support, prepare to provide model and serial numbers, proof of purchase for warranty claims, and a clear description of symptoms (error codes, weight drift, display anomalies). Supplying photos or short video clips of the problem will dramatically shorten diagnosis time. If you work in a regulated lab, also have current calibration certificates and SOP references available so the support engineer can advise on corrective actions without compromising compliance.
Warranty, Calibration, and Repair Services
OHAUS typically offers limited warranties on new equipment; many precision and analytical balances carry a two-year limited warranty while smaller bench or industrial scales may carry one to two years depending on the model. Warranty coverage often requires use of approved power supplies and accessories and may be voided by unauthorized repairs. For warranty verification and start dates, OHAUS or the selling distributor will need the purchase date and serial number.
Calibration and repair are handled either at OHAUS factory service centers or by certified local agents. Recommended calibration frequency for critical applications is every 6–12 months; for general-purpose lab use, annually is the industry standard. Typical depot repair turnaround (once the unit arrives at the service center) ranges from 5–15 business days depending on spare-parts availability and diagnostics. Typical out-of-warranty repair costs can range from roughly $100 for minor repairs to $400–$800 for parts-heavy repairs; estimates are provided after initial inspection.
Spare Parts, Upgrades, and Consumables
OHAUS maintains an inventory of commonly replaced parts—load cells, indicator boards, power adapters, draft shields, and display assemblies—which allows many repairs to be completed without extended delays. For older legacy models, parts availability varies; OHAUS will advise whether a repair or replacement is more cost-effective. They also offer accessory and upgrade kits (RS232/USB interfaces, printers, internal rechargeable batteries, connectivity modules) that can extend service life and improve data capture.
Consumables such as calibration weights and sample pans are available through OHAUS or authorized resellers. For traceable calibration, OHAUS can supply NIST-traceable weight sets and calibration certificates that meet ISO/IEC 17025 requirements; prices for routine single-point or multi-point calibration services typically range from $80 to $300, depending on travel (onsite) or complexity (number of mass points).
Service-Level Expectations and Best Practices
- Information to have ready before contacting support: model number, serial number, purchase date, proof of purchase (invoice), error messages, environmental conditions (humidity, draft, vibration sources), steps already taken (power cycle, zeroing), and digital photos or short video of the behavior. This reduces initial triage time to minutes rather than hours.
- Typical service timeline and cost brackets: initial response within 24 business hours; remote diagnostics and quick fixes often resolved in 1–3 business days; depot repairs 5–15 business days; out-of-warranty repair cost range $100–$800. Onsite service, when required, is scheduled based on regional technician availability and is billed per-day plus travel.
How to Maximize Value from OHAUS Customer Service
Before calling, exhaust simple troubleshooting: confirm power source and voltage, run the instrument’s built-in diagnostics, perform a factory reset only if documented in the manual, and remove obvious contamination. Back up any user-configured setups or logs. Doing these steps beforehand reduces diagnostic time and can avoid unnecessary RMAs.
For regulated facilities, create a service SOP that documents who to call, what information to gather, and how to package equipment for shipment (padding, anti-static protection, and a copy of the maintenance history). Use OHAUS-authorized repair channels to preserve warranty and traceability; keep a digital folder with manuals, purchase invoices, and previous calibration certificates for fast retrieval during an audit or claim.
