The PiStar platform of circular dichroism stopped-flow systems served and continues to aid scientists throughout the world. However, the natural evolution of our Chirascan and SX20 products meant that official production of the PiStar platform ceased in 2006. In recent years, rather than increase your costs for parts and service, we maintained our standard fees. However, we are now faced with the reality that several of our sub-suppliers are no longer able to manufacture many of the replacement parts for the PiStar platform. We have therefore taken the decision to withdraw full support for the PiStar platform, and will operate a limited offering for the foreseeable future.
Full support of the PiStar platform has ended but Applied Photophysics will continue to offer limited support until December 31, 2021*. All support will cease after this date.
What does this mean for you?
- Service visits and contract products for the PiStar platform are currently unavailable.
- Limited support from the Applied Photophysics helpdesk will be available until the total end of support date above, which point all support will be withdrawn*.
- Orders for spare parts that are PiStar specific will be fulfilled subject to availability until parts become unavailable or the total end of support date (whichever occurs soonest). Orders for service parts that are common to our current platforms will note be affected and will continue to be taken after the total end of support date. This also includes product manuals.
We will continue to service and support customers with installed PiStar systems on a "best-efforts" basis. However, please be aware that due to the limited number of support staff with experience of the PiStar platform, response times to support requests may be longer than in the past. Due to limited parts of availability, replacement or repair of equipment may take significantly longer than previously. We will of course endeavour to respond to your service requirements in the timeliest fashion possible.
We appreciate the custom that our PiStar customers have brought us over the years and appreciate that some of you have already migrated to our other platforms. If you would like to discuss how a new Applied Photophysics instrument can satisfy your circular dichroism and/or stopped-flow needs, or should you need advice, helpdesk support or service parts before the total end of support date, then please contact us here.
We sincerely regret having to make this decision and apologise for the inconvenience and disruption that it may cause. Please do not hesitate to contact us if you are unsure of what to do next, we are here to help you, and work with you, to find the best solution for you moving forwards.
* Applied Photophysics will continue to reassess the support offering for the PiStar platform on an annual basis, based on both in-house expertise and customer demand. The next review is scheduled for December 2021. The outcome of this review will result in the update of this announcement and any extension or reduction of the December 31, 2021 total end of support date above.
Please bookmark and continue to monitor this page for further updates.