I am writing this note in response to your e-mail posting on the ABRF
web from earlier in the week. There are a few issues that we can
clarify for you, but more information from you would help us a lot.
This is the first instance of the reduced Lys problem we have heard of.
Have you contacted your local HP representative to inform them of this?
If not, would you like to escalate this issue so that we can properly
identify the problem and help overcome any difficulties you have
experienced? To do this, please contact HP by calling the following
telephone number: 1-800-424-9759. Alternatively you can contact myself
here at Bioscience Products. We would like to help you resolve your
issues.
With regard to the contaminant in the S2A bottle, we are surprised by
this information. The plastic coating on the bottles has been the cause
of particulate matter in the past. However, we have undergone great
pains to improve our quality control and take great care in our bottle
cleaning and inspection process to avoid contaminated bottles being
delivered to our customers. Our inspections are done prior to labeling
the bottle. The bottle that contained visible contaminants should not
have been sent out. In this case, please dispose of the liquid contents
and send us back the empty, capped bottle that shows the contaminant,
with label, for further analysis. If you would like a replacement
bottle free of charge as per our 90-day replacement policy, please
enclose all relevant information including the date of receipt of this
particular bottle.
We are very sorry that you have been experiencing problems with your HP
Protein Sequencer consumables. In the future, if you would like our
assistance in resolving issues, please contact us. We acknowledge that
many subscribers to the ABRF web may have similar experiences as you,
and this may be very valuable information to all subscribers.
Hewlett-Packard monitors the ABRF for feedback regularly, but just in
case we do miss something, it would be better if you could contact us
directly and alert us to the problem. That way we can ensure we focus on
the problem at the earliest possible time.
Please accept our apologies for any inconveniences this has caused you.
If you have any further questions, please contact me.
William Gette,Ph.D.
Product Manager
Protein Sequencing Products
Chemical Analysis Group
Hewlett-Packard Company