I certainly do not know who wrote the message you contribute to someone in
sheep's clothing, but here's the opinion of someone "unmasked".
We too have found ABI service and support valuable, and have also considered
this a positive factor when comparing competing instruments for purchase.
Have we never been frustrated by slow response time or inadequate attention to
our needs? Of course not! Have we ever been delighted by particular attention to
our problems? Yes!
In bringing to light problems few or many are experiencing, this forum has the
ability to produce positive change. Truth empowers. I think that a "company who
puts making money ahead of making customers happy" will eventually lose its
source of income (motivation enough even in the absence of a change in "heart"
to be responsive?).
Linda
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Linda Siconolfi-Baez
Core Protein Sequencing Center
SUNY Health Science Cntr.
450 Clarkson Ave.
Box 8
Brooklyn, N.Y. 11203
718-270-1267 (phone)
718-270-3316 (fax)
lsiconolfi-baez@netmail.hscbklyn.edu
http://www.hscbklyn.edu/SUNY/Biochem/Bioparts/ProtSeq.html
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
______________________________ Reply Separator _________________________________
Subject: Re: SERVICE FOR ABD (fwd)
Author: jeni lauer <jlauer@fau.edu> at Internet
Date: 3/4/99 1:32 PM
This message (below) made me so angry that I wanted to respond with vulgarities
(although some might say I'm too apt to use them anyway). It sounds like a
PE-sponsored message in sheep's clothing. I'm not sure that's what the ombudsman
service is there for. Anybody who has had difficulty in dealing with PE knows
that the difficulty is not related to "their recent growth spurt". It's not
related to any of the things they would like us to believe. It's related to a
company who puts making money ahead of making customers happy. I think it's time
PE actually addresses these issues with ALL of their customers rather than with
those who complain publicly.
Jeni
Message via ombudsman:
>It was interesting to read the comments below about PE Applied
>Biosystems service. I feel his or her pain. However, I have to say that
>our lab. which has a lot of ABI instrumentation, relies heavily on the
>good (albeit not perfect in all ways) service we get from ABI. That
>level of service has always made me consider ABI above all other
>biotech instrument companies when purchasing decisions are made.
>It is true that DNA instrument service has been slow at times with
>parts hard to get ... but consider the growth in this part of the
>company and you have to make some allowances. All of the 10 or so
>protein service engineers in my area went to the DNA side and they are
>still short handed. On a person to person basis, the engineers seem to
>be well selected for people skills but maybe you did get stuck with an
>exception to the rule.
>The PEABI WWW page is an example of the company's attempt to keep
>customers informed and technically up to date with on-line UBs and
>manuals etc. ...... not too many companies have such good sites. I
>would cut them a little slack while they deal with their recent growth
>spurt.
Janelle Lauer-Fields
Department of Chemistry and Biochemistry
Florida Atlantic University
777 Glades Road
Boca Raton, FL 33431
Phone: 561-297-2094
FAX: 561-297-2759