Customer support letter
Before
You are receiving this email in relation to being Malvern Panalytical customer or user.
Why is support ending?
Manufacture of the Mastersizer 2000 ceased in 2015 and Malvern Panalytical gave a commitment to fully support the system for the following 7 years. Many of the electronic and hardware components used within the system are no longer manufactured by Malvern Panalytical’s suppliers, meaning we will no longer be able to guarantee availability of the spare parts required to maintain the Mastersizer 2000. In addition, we may no longer be able to provide software updates, as introduction of new operating systems could cause the components used within the Mastersizer 2000 software to become obsolete.
What are my options?
Malvern Panalytical understands that the Mastersizer 2000 forms a critical part of our customers’ business processes. Failure to upgrade to a fully supported system in a timely manner puts measurement continuity at risk. This may jeopardize the ability of our customers to deliver their products or services to the quality standards they require.
Experience shows that in regulated environments, significant time is often required to ensure robust method migration and satisfactory completion of methods validation documentation.
The good news is that you do not need to do this alone. Malvern Panalytical’s specialist teams are available to partner you in assessing the requirements and timescales for method transfer. They will advise on your next steps, work with you to develop a transition plan, and support you through to installation, commissioning, and beyond.
Contact us now to understand how we can best support you.
After
Dear [name],
We know how important your Mastersizer instruments are to you. So we wanted to remind you that from January 2022, we will no longer fully support the Mastersizer 2000.
A trusted workhorse retires
When we stopped manufacturing the Mastersizer 2000 in 2015 we pledged to fully support it for 7 years. That time will soon be up. We will still do our best to help if you have an issue, but as many of the components are no longer manufactured, we can no longer guarantee full support.
We can help you find the best upgrade
The good news is that there are a number of upgrades and replacements available which offer even better capabilities – and you can even take your existing data and methods with you.
Sourcing a replacement takes time. Start now.
We know that transitioning to a new instrument needs careful planning, especially when you have complex regulatory requirements to meet.
We’re here to help with every step – from sourcing the best replacement, to helping you install and transition all your analysis, so everything keeps running smoothly.
Contact us now to see how we can best support you.
What's changed
- Say what’s important
We’ve put the thing most people need to know (when support ends) right at the top. - Easy to skim
We’ve added in sub-headings and picked out the key points in bold. - Small surprises
We’ve thrown in a small surprise - saying ‘a trusted workhorse retires’ – which adds an emotional touch that we know is true about how many customers feel about the Mastersizer 2000. - Write like we speak
We’ve used words like ‘sourcing a replacement’, and phrases like ‘done in good time’ which sound more natural than ‘ensuring robust migration’ ‘assessing timescales’ - Approved by legal
All correspondence like this should still be shared with your legal / health & safety team for approval in the usual way.