I'm sorry to bother you with this issue, but we've been having some difficulties
lately receiving service from PE/ABD and I was wondering if our problem is
common or if we're the only lucky recipients of sub-par service.
We have recently moved to a new institution and have a 433 peptide synthesizer
and a 477 protein sequencer that need to be installed. The POs have been given
to PE. We put the initial call for service sometime in early January and as of
today (March 17) neither instrument has been attended to. Since the first
contact with PE I have made numerous phone calls trying to push this whole thing
through. My messages are returned 2 weeks later suggesting that we order one
more item and then call back. When I do what is requested, my phone call is
returned with another 2 week delay suggesting that I jump through yet another
hoop. The end result is that we've wasted about 12 weeks. We have had some
backorder problems with reagents, so to be fair we should subtract about 3
weeks. That still leaves a healthy two month wait for a service call. To make
matters worse, the service person has actually scheduled two visits in the past
week and then not shown up. I've tried calling the district supervisor to get
some assistance and my messages aren't returned (what a surprise!). I am
absolutely at the end of my rope!
I would just like to know if anybody else is having this sort of problem or if
there is any great wisdom as to how to handle this matter.
Thanks in advance for any comments or advice that can be offered and thanks for
being such a great group. I have learned SO much from you in the past.
Jeni
Weather tidbit...It's a blustery day here in South Florida (mid 70's and
starting to cloud over). Oh how I long for the snow and ice and wind chill
factor in my native Minnesota. :>)
Janelle Lauer
Florida Atlantic University
Department of Chemistry and Biochemistry
jlauer@fau.edu
Phone: (561)297-2094
FAX: (561)297-2759