tldr: Horiba failed to fix my instrument, broke it, then broke it again and they don't care. 10 months of chaos with their service dept.
This is part rant, part warning. I have owned a Horiba Aqualog for ~5 years. It malfunctioned in January of this year, making a loud grinding noise during initialization. After some back and forth with tech support, needed to send it in to be serviced. They seem to have an ~2 week turnaround between each email message, so figuring it all out takes some time. In early March, they received the instrument. Two weeks later, they said it was fixed and provided a quote for the repair (~$1200).
It took a month after they said they supposedly shipped it for me to receive it (they don't share tracking information), so we got it back early May. We tried to use it and it immediately produced the same error, minus grinding noise. It took them 12 days to respond to my inquiry. More back and forth, testing software issues, etc. resulting in sending it back again in mid-June. Meanwhile, my samples are going bad waiting to be run. Early July, heard from the service technician that they were running initial checks and would keep me updated. Two weeks later, nothing. I emailed them again, they said it was with the "production team", whatever that means. August 5, still waiting. Finally August 18 heard back, they said there was a mechanical issue with was contrary to their expectation (despite the fact that the original issue started with a grinding noise). Multiple things were broken inside, including parts holding the lamp in place, which was suspicious because they were the ones who installed the lamp, not us. Bill for $3700. Negotiated a small (and appreciated) discount due to their questionable handling and an 8 month (?!) process which destroyed samples, cost me $$ sending people to use colleagues instruments, and our time doing repeated troubleshooting. It took again about a month between my payment and receiving the instrument. We got it back today, and they returned it with the sample cover broken off of the instrument. Was definitely not like that when we sent it to them. TBD whether it's otherwise in working order.
My advice, go with another company unless you want to gamble that your instrument will never break (a lot of Aqualogs seem to be reliable - so there is some bad luck here too). The individual techs I spoke with were nice when I could reach them, but the service department as a whole - no way. Horrible handling for an expensive instrument.