ABI has always had superior service. And when they didn't, ABI
usually addressed and fixed it within a phone call or two. I hope
that carries over to PSB, but who knows.
I had lots of troulbe getting my ABI492 cLC and microblotter
installed. After monthes of no shows with the new service eng.,
the regular old service eng. made an appointment and installed it.
The accounting dept. and sales help, cause the Univ. doesn't pay
until it's installed and working.
And what does a delay in installation have to do with a computer
failure?
David T. Chin, Director
UMC Protein Core
e-mail: bcdchin@muccmail.missouri.edu
(573)882-2027 (office and messaging)
http://www.missouri.edu/~pc/
Hello all,
We recently purchased a mass spec from PerSeptive Biosystems (now
part of Perkin-Elmer) and we've
been experiencing a great deal of trouble in getting the
installation completed. Service at PE/PerSeptive
seems to have gone into a meltdown. The system was shipped two days
after the ABRF meeting, rather
prematurely as the necessary electrical power modifications had not been
completed. However, those
modifications were completed within two weeks. The system has been
happily pulling a vacuum since early
April yet it is still not installed. The main computer failed, which
contributed to the installation delay, but the
computer was replaced over three weeks ago. We were told last week that
someone would be in today to
run specs and complete the install. No one telephoned throughout the
morning. Finally, a service engineer
called my supervisor's lab (the mass spec is over here, in my lab, in a
different building) to ask if he could
come by and "check out the situation" for the install to be done next
week. I'm not at all convinced that
anything will happen next week. Communication between PerSeptive
service personnel and ourselves has
been shaky at best--sometimes people call before arriving, sometimes
they just show up. We are getting
quite fed up with this situation and are curious if others have had
problems with PerSeptive. All I know is
that Applied Biosystems has never treated me this way; perhaps the
merger will be a good thing for all
concerned.
Janice
Janice Bleibaum
Protein Sequencing Laboratory
Roche Bioscience
3401 Hillview Ave.
Palo Alto CA 94304
(650)852-1639
(650)354-7554FAX
janice.bleibaum@roche.com