Empyrean - XRD by Malvern Panalytical

Manufacturer's Response

Many thanks for your feedback. The multipurpose Empyrean is designed to be a robust and flexible system. We are glad that our claims on data quality and resolution are helping you to get the best of your samples. Please do come to visit our webpage for “Ask an expert” events where our application scientists are sharing the best practices and advices working with the Empyrean, Aeris and HighScore software.

Manufacturer's Response

Many thanks for your feedback. We are glad that the performance of the Empyrean (lower detection limit) are helping you to get the best of your samples. We wish you more success with your research work. Please do come to visit our webpage for “Ask an expert” events where our application scientists are sharing the best practices and advices working with the Empyrean and HighScore software.

Manufacturer's Response

Many thanks for your feedback. We wish you a lot of success with the Empyrean. BTW, we have “Ask an expert” online event where our application scientists are sharing system operation and HighScore tips on in-situ studies. You are welcome to join us, link via our official website, for online discussions. It’s free.

Manufacturer's Response

Many thanks for your feedback. We are glad that the Empyrean system delivers the promised performance and our teams’ supports have met your expectation. We wish you a lot of fruitful results soon.

Manufacturer's Response

Many thanks for your feedback. With more than 100 years of experience in XRD, Malvern Panalytical is always committed to providing our best expertise and solutions to our customers. We are very glad that the Empyrean has delivered our commitment and our team has supported your work in your expected way. We wish you a lot more success soon.

Manufacturer's Response

Many thanks for your feedback. We wish you a lot of success soon with the Empyrean.

Manufacturer's Response

Many thanks for your feedback. We are very glad that the Empyrean and our service meet your expectation. Wish you a lot of good results soon.

Manufacturer's Response

Many thanks for your feedback. Wish you will have a lot of excellent results from the Empyrean system soon.

Manufacturer's Response

We appreciate your feedback about the good performance delivered by Malvern Panalytical’ s instruments and satisfactory supports provided by our application team. We wish you a lot of success in your work with the Empyrean XRD system and the Epsilon 4 XRF system.

Manufacturer's Response

Thanks for your review. The Empyrean was designed to deliver the best data quality and easy-to-use. We are glad the data meets your expectation. We wish you a lot of fruitful results from the system.

Manufacturer's Response

Thanks for your review. We hope the Empyrean system will help to accelerate your work.

Manufacturer's Response

Thanks for your review. We wish you a lot of success with your work.

Manufacturer's Response

Thanks for your review. We wish you a lot of excellent results soon from the Empyrean.

Manufacturer's Response

Thanks for your feedback. We are glad that the Empyrean provides high quality data to your users.

Manufacturer's Response

Thanks for your feedback. We are sorry for this lack of immediate response. you could always reach our headquarters via email https://www.malvernpanalytical.com/en/support/contact-support/support.html. I have forwarded your request on support to our local office, a response will be organized asap. Please don’t hesitate contacting our Office in the Netherlands in case of need by +31 (0) 546 534 444

Manufacturer's Response

Thanks for your feedback. We wish you a lot of good results soon.

Manufacturer's Response

Thanks a lot for your feedback and important comments. The Empyrean is designed with the focus on data quality and system quality, and easy-to-use. We are glad that Empyrean brings true value to your work and users. For the X-ray tube intensity reduction, this can be caused by multiple reasons. First of all, intensity drop is defined by the fundamental physics. Secondly, the tube performance is related to the settings and how it is being operated. I will reach out to you so we can have a better investigation on the situation.

Manufacturer's Response

Thanks a lot for your feedback. We are glad that you are satisfied with the Empyrean and our support. We wish you a lot of fruitful results soon.

Manufacturer's Response

Thanks a lot for your feedback. We are glad that the Empyrean and our supports meet your expectations. We wish you a lot of world class results soon.

Manufacturer's Response

Thanks for taking the time to review the Empyrean diffractometer. I am glad it provides the great support required in your field of research. Wishing you many years of exciting research with this instrument.

Manufacturer's Response

Thanks for your very positive review and for taking the time to do it. I agree with your remarks and I am very happy with them. I wish you many years of exciting research using your Empyrean diffractometer!

Manufacturer's Response

What an amazing review, thanks a lot for taking the time to do it. I will make sure that the remarks about our excellent service and support are also shared with the appropriate teams. I wish you many years of amazing research using the many capabilities of your Empyrean diffractomers.

Manufacturer's Response

Dear Scott, we are disappointed to read your comments. Throughout our long history in the analytical x-ray business, our goal has been to both meet and exceed expectations with every customer interaction. A while back we learned about a misunderstanding regarding payment timing for an expensive 12-month Maintenance Agreement contract for an instrument at another location of your organization. After figuring out the non-payment misunderstanding and, in an effort to satisfy our customer, we chose to provide services for an additional number of months (~16 months total) at no additional charge. We then received payment, ~16 months after the original payment due date. We understand that these situations come up and require investigation as to the cause and effect. I am truly sorry for your feelings and invite you to revisit the situation and work with Malvern Panalytical once again. I am proud that Malvern Panalytical stepped up to resolve this matter in a very customer-sensitive way.

Manufacturer's Response

Thanks a lot for taking the time to review the Empyrean diffractometer. If you do happen to re-encounter the not-so-intuitive things would you please let us know about them? We are always looking forward to improving the ease of use of our instruments. About the HighScore software, aside from the extensive tutorials, you can have also a look at our YouTube channel, maybe you can find some guidance there. Or follow one of our courses, please investigate through our local sales team.

Manufacturer's Response

Thanks a lot for your very positive review and for your loyalty to our products. I will also pass the congratulations to our aftersales colleagues in Algeria, it will surely make them proud to have such a satisfied customer.

Manufacturer's Response

Thanks a lot for taking the time to provide such great feedback! We are very happy you are satisfied with the instrument and that the instrument is being used so intensively for many years! We are sure that you will be using the instrument successfully for many years to come! Wishing you all the best in your research endeavours.

Manufacturer's Response

Thanks for the review. You correctly pointed out the fact that even though complementary to EBSD the XRD has the benefit of being faster in terms of sample preparation. Good luck with your research endeavor with the Empyrean.

Manufacturer's Response

Thanks for your review. I also am glad you appreciate not only the Empyrean diffractometer but the HighScore software as well. Wishing you and your team many years of great research with the Empyrean and HighScore.

Manufacturer's Response

Thanks a lot for taking the time to review the Empyrean. I completely agree that for pharmaceutical samples the configuration you are using is ideal, and I am very glad the Empyrean is providing excellent data for your very important research. I wish you and your colleagues many years of exciting research with your Empyrean.

Manufacturer's Response

Thanks a lot for your review and for sharing insightful information with us about how you use the instrument. Wishing you and your colleagues many years of great results with your Empyrean.

Manufacturer's Response

Thanks for your insightful review. I agree that good, repeatable results are a must for such an instrument. I am also very happy with your comment about after-sales, I will pass it on to the team that constantly does an amazing job for our customers! I wish you and your team many years of great research with your Empyrean.

Manufacturer's Response

Thanks for your very nice review. If your users are happy, we are happy too! I wish you and your users many years of great data with your Empyrean.

Manufacturer's Response

Thanks a lot for taking the time to review the instrument. I wish you many years of great research with this instrument.

Manufacturer's Response

Thank you so much for your review. I am very happy to see that you are very satisfied with the ease of use and the high-quality data that can be generated using the Empyrean. I agree completely with you that the PreFIX concept is really great for allowing different people to set up the best possible experimental conditions for their research! I wish you a lot of success with your Empyrean system in the years to come.

Manufacturer's Response

Thank you for taking the time to review our instrument. I would glad to hear more about how we can improve your satisfaction with more application support. Feel free to contact your local sales engineer, I am sure we can help you. I wish you several years of amazing research.

Manufacturer's Response

Thanks a lot for your great review. You touched many points we try to make clear in our marketing material: the ease of use, the great quality of the results, the possibility thanks to the PreFIX concept to quickly and reliably exchanging optics and sample stages to optimize the data collection. I am also glad you like our webinars, we do invest a lot of time and money in them but I do believe they are worth it! I wish you and your colleagues many more years of exciting research and discoveries using your Empyrean.

Manufacturer's Response

Thanks so much for your review. Indeed we are very proud of how easy is to use the instrument, without the need to compromise in data quality. I wish you and your team many years of amazing research.

Manufacturer's Response

Thank you so much for taking the time to review our Empyrean diffractometer. I am extremely pleased to see that you are very satisfied with the instrument and its reliability! Wishing you a lot of success in your research endeavors for many years to come!

Manufacturer's Response

Thanks for your great review! Indeed many improvements have been implemented when developing the new Empyrean compared to the older platform (X’Pert Pro MPD), and I am glad that you do notice them. I completely agree with your remark about the large doors; it is, in my opinion, one of the strengths of the Empyrean compared to other diffractometers. Very useful for teaching purposes, when several people can all look into the diffractometer at the same time but also in general when exchanging sample stages or simply working with the instrument. For sure, for such an instrument, reproducibility and reliability are very important and I am glad you also noticed and mentioned them in the review. I wish you success with your Empyrean diffractometer!

Manufacturer's Response

Thanks for taking the time to review your Empyrean diffractometer. Thanks also for the positive comment about reliability and ease of use, I believe these are important features of an X-ray diffractometer. I wonder what you meant with the “Rietveld analysis being a bit more complicated” with this instrument; would you mind explaining this part a bit more? I will pass your compliments to the technical support, they will be glad to hear them! Enjoy using your Empyrean!

Manufacturer's Response

Thanks a lot for your review of the Empyrean! Indeed reliability, modularity and quick exchange of applications are some of the strengths of this platform, and I am very glad you also pointed them out. I do feel that in the way you use the system you would be extremely happy to use our latest MultiCore optics, the iCore and dCore, allowing for even greater automation than ever before… and by the way, they are now available not only on new third generation systems, but also on existing systems! So feel free to give a call to the sales engineer responsible for your area to discuss upgrade possibilities. Wishing you and your team a lot of success in your research and with your Empyrean diffractometer!

Manufacturer's Response

Thanks a lot for your review of the Empyrean! Glad to hear that you find the instrument and the Data Collector software easy to use. Thanks also for your comment about the position of the HT ON/OFF buttons; as you can imagine there is not much we can do on the existing platform but we can use such constructive feedback when designing future platforms. Wishing you a lot of great data with your two diffractometers from Malvern Panalytical.

Manufacturer's Response

Thanks for your review! I am happy to see that you find the instrument easy to get started on, very dependable and highly flexible. Well done in collecting so many pole figures, I am sure that you have obtained a lot of information from them and used that information to improve your processes, resulting in real added value to you and your company. Great that you like Data Collector and HighScore! I understand also your remark about Texture lacking in features. We will for sure be working in the future on a new version, so stay tuned! Wishing you a lot of success and many more pole figures collected in the years to come!

Manufacturer's Response

Thanks a lot for taking the time to review the Empyrean. We are happy you pointed out the ease of use as one strong point of the system, which is indeed designed to be very versatile. I would like to understand a bit better your requirement on reading the temperature of multiple thermocouples in the oven. Could you please drop me a line: fabio.masiello (at) malvernpanalytical.com. Great that you are happy with your purchase and wishing you many years of great research with this instrument!

Manufacturer's Response

Thank you so much for taking the time to review the instrument, I am very glad that you consider it a “very good diffractometer and solid state of the art”. At the same time, I am always looking for less positive feedback; it helps me really understand our customer main pains and try, if possible, to provide solutions for them. So, I would like to better understand your remark about the sample changer “to improve a best production in readings”. Would you mind contact either your local sales engineer or directly reach out to me via e-mail (fabio.masiello AT MalvernPanalytical.com). Once more, thanks for the review and wishing you success with your state of the art diffractometer!”

Manufacturer's Response

Thank you so much for your nice review! We are glad that the training received was informative and that the service engineer was dedicated! And we love the fact that if you would be given the chance to purchase, you would buy again the Empyrean. From our side we will keep making sure that new solutions will be added to the platform for years to come, so that if that possibility will arise it will be even easier for you to buy again from us.

Manufacturer's Response

Thanks very much for your very nice review. It is great that you find our HighScore Plus software easy to use; as product manager for the system I can only be happy when our customers highlight the excellent performance of the machine: fast, accurate, “THE XRD EQUIPMENT” for cement and mining! I am confident you will have many years of excellent results with our systems!

Manufacturer's Response

Thanks for your review. Indeed, we work on simplifying the usage of the system (see for example the newly introduced MultiCore Optics) but for sure we always offer training on how to use the instrument together with the delivery of a new Empyrean. Also glad that you are satisfied about customer support; indeed we mostly proactively organize our preventive maintenance, so we are not sure why in your case this was not done, but well done for contacting us; it is indeed an expensive piece of equipment (quality costs money) and for this reason proper maintenance is key to extending the lifetime of the machine.