BD's Poor Service
Gary de Jong (gdejong@chromos.com)
Wed, 7 May 1997 16:00:14 -0800
After reading David Galbraith response to Jaroslav about BD service, I
thought I should add my experience with BD to the list. We also paid a
premium price for our FACVantage with Turbo Sort, but the response time
when calling BD service has been terrible. I have never been able to talk
to an expert from the customer support center on my initial call. They are
always busy and I usually wait anywhere from 1 to 2.5 hours. Once it is
determined that a field service engineer is required, I then have to wait
for his call, so that an appointment can be made for a site visit. 48hrs
wait for a visit is the norm but has been longer. Don't get me wrong. The
people I deal with have been great. They are knowledgeable, and very
helpful. It is the system that is failing BD customers.
Maybe I was spoiled,I have been a Coulter Canada customer for many years.
Gary de Jong
Research Associate
Chromos Molecular Systems, Inc.
CD-ROM Vol 3 was produced by Monica M. Shively and other staff at the
Purdue University Cytometry Laboratories and distributed free of charge
as an educational service to the cytometry community.
If you have any comments please direct them to
Dr. J. Paul Robinson, Professor & Director,
PUCL, Purdue University, West Lafayette, IN 47907.
Phone: (765)-494-0757;
FAX(765) 494-0517;
Web
http://www.cyto.purdue.edu
, EMAIL
cdrom3@flowcyt.cyto.purdue.edu
