Re: SERVICE FOR ABD 373/377's (fwd)

Ombudsman account for AECOM (ombudsmn@aecom.yu.edu)
Tue, 2 Mar 1999 10:53:57 -0500 (EST)

--- Linda Wood Ballard wrote:
Is this just a Western thing or does everyone have the same
problem?
--- end of quote ---
We have had various difficulties with ABI service in the past year and a
half on all of our instruments. The response time is slow in general, the
service reps never seem to have the right parts and getting the right
parts always seems to be a week long struggle. They intimidate us if they
find us not using ABI reagents, even if ABI doesn't make the reagent we
need. They take blocks apart to check for clogs caused by unauthorized
chemicals. Our computer network has been blamed our electricity has been
blamed the list goes on.....

I hate to make a service call because the service reps always seem to find
something we have done to cause the problem. Even when the instrument has
worked fine for months before it went down it always seems to be something
we are doing or not doing. Always there is this implied threat of an extra
charge over and above the contract. I will spend a half a day trying to
diagnose and fix a problem myself rather than make a service call. In fact
I really only make a call when I'm 100% sure it's some electronic problem
I can't fix. Once we call we have to spend time cleaning up any contraband
before the service rep arrives. I'd say that the general attitude of the
service establishment at ABI is that customers are idiots and they are
doing us a favor by doing their job.

I just fired a guy for having that attitude.