Support Area

FAQs

Who are Trace2o?
Trace2o is a newly formed company dedicated to providing cutting-edge environmental analysis equipment. We specialise in heavy metals analysis using the popular Metalyser Portable HM1000, the Metalyser Field Pro HM3000 and the Metalyser Benchtop HM5000 instruments. Trace2o also offers a remote, multi-parameter monitoring system, our Paqua-stat 5-series, for remote monitoring of water quality. Whilst Trace2o is a new company it uses much of the experience that our parent company, the award-winning Wagtech Projects, has gained over the 21 years it has been operating globally.

Where is Trace2o based?
Trace2o is based in the UK in Thatcham, located between the towns of Newbury and Reading in the county of Berkshire, the UK’s ’Silicon Valley’. Our offices and facilities are conveniently 1 hour from London’s Heathrow airport, allowing easy access to anywhere in the world. Our modern Technology Centre incorporates dedicated labs for manufacturing, QC, and research & development work, an extensive warehouse and distribution team, a product showroom and customer training facilities. We also provide product training and support for our Far East customers from our lab based in Shanghai, China.

Does Wagtech Projects still exist?
Wagtech Projects is as strong as ever. The company specialises in tenders and projects internationally. Trace2o has been launched to provide a dedicated focus on the high-tech environmental analysis products that we manufacture. Trace2o’s product range includes many highly innovative technical systems that require a dedicated development and support team which is made up from an international team of experts selected from specialist fields. . Please contact info@trace2o.com or info@wagtechprojects.com for further details.

How do I purchase the Metalyser or the Paqua-stat from where I live?
Trace2o already has a number of distributors worldwide, and we are continually expanding our operations by forging relationships with distributors in new countries. If you are interested in becoming a distributor then please contact Trace2o through info@trace2o.com. If you would like to purchase any of our range of professional environmental analysis instruments then please contact your local distributor found on the "about us" pages. You can also purchase directly from Trace2o; call +44 1635 866772 or alternatively email sales@trace2o.com for more info.

Where can I see the full range of Products?
A visit to the Trace2o Headquarters in the UK offers the opportunity to visit our Product showroom and experience our products for yourself, tour our Research and Development facilities, and meet with our technical sales team to discuss your specific requirements. In addition, our distributors maintain demo units for easier access to a full demonstration of the capabilities of our product range near you - please contact your local distributor for more information. We actively participate in most leading global environment, science and technology exhibitions, and in 2012 our technical sales team will be attending WaterAsia 2012, Analytica 2012 and Achema 2012 as well as many others. Finally, Regional Training Workshops are run to showcase our range of products, so please see our website trace2o.com for full details.

What warranty is provided with the instruments?
All instruments supplied by Trace2o or our distributors are covered by a full warranty for 1 year, and in the highly unlikely event of a fault, our after-sales support team will ensure that your product is repaired or replaced as quickly and efficiently as possible. Our systems are modular in design so that in the unlikely event of a component failing outside of the warranty period, only that component needs to be replaced.

What support can I expect with the instruments?
At Trace2o we pride ourselves on supplying quality products and the superb after-sales service that you would expect from a modern, global company. Initial technical support will be provided through your local distributor who is fully trained in troubleshooting our equipment. We have a number of technical specialists who will contact you at a time to suit, and if necessary arrange a local visit. Videos on how to use our equipment are available on the trace2o.com website, and personalised support via email, telephone or instant messaging is also available.