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

Everson, Anita [PRI] (AEverson@prius.jnj.com)
Wed, 3 Mar 1999 19:39:20 -0500

Although I have also had service problems similar to what you describe, I
have to point out that ABI has the right to be particular about what you put
through the machines. I've heard stories about people unintentionally
mixing incompatible chemicals for "custom" syntheses, cutting out the wash
times because it sped up the cycle time, dust that clogs the lines because
the custom chemicals they were using were not filtered properly, etc, etc,
and expecting the service rep to clean up after their messes. In my
experience, a machine almost always works great until it breaks down; little
to no warning is given before. We use chemicals that are a little harder on
the valve blocks than the recommended ones, and yes, they go down more
frequently than ABI would like. We do everything possible to work with ABI
and their recommendations about what we use. I know that when your machine
is down, you would prefer it be fixed within 24 hours. However, from
experience in fixing ABI sequencers & synthesizers (and Beckman 6300s),
sometimes it's just not obvious what is wrong and it can take time to
isolate what is acting up. I think more manpower at the ABI service
department would solve a lot of the problems everyone has experienced.

Anita Everson
Peptide Lab
RW Johnson PRI, La Jolla, CA

> ----------
> From: Ombudsman account for AECOM[SMTP:ombudsmn@aecom.yu.edu]
> Sent: Tuesday, March 02, 1999 7:53 AM
> To: Recipients of ABRF List
> Subject: Re: SERVICE FOR ABD 373/377's (fwd)
>
> --- 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.
>
>
>