Insulin degrading enzyme / IDE peptide (Inactive domain) (ab41259)

Thank you for your email. The customer would like a free of charge replacement.
Could you please advise me the ETA for this?
I hope to hear from you soon.

ANSWER:

Thank you for kindly confirming these details as this enables us to closely monitor the quality of our products.

We would be pleased to arrange a replacement product free of charge. We currently have ab41259 in stock, so that you should receive the vial with your next order. I am forwarding these details on to our Distributor’s Team who would be happy to organize this and who will let you know more precisely when to expect it.

Distributor name: x
Original order number: y
abID of original product: 1 X vial ab41259
abID of replacement product: ab41259

Thank you for your help and cooperation. Please do not hesitate to contact us if you need anything further.

Thank you for your patience. The customer has replied with the following:

Please see below the completed questionnaire as requested. Also, an image of the results are also attached. The top image is referred to as "Analysis 1" and the lower one as "Analysis 2". The primary antibody solution was pre-incubated with no peptide (membrane A), 5ug peptide (membrane B) and 40ug peptide (membrane C) for Analysis 1. The primary antibody solution was pre-incubated with no peptide (membrane A) and 5ug peptide (membrane B) for Analysis 2. Please see below.

If you need any further clarification please don't hesitate to contact me. Thank you for your help.

ANSWER:

Thank you for your cooperation. I am sorry for the delay - unfortunately I had technical problems with my computer today, so I could not reply earlier.

I am sorry to hear the customer has had difficulty obtaining satisfactory results from this blocking peptide. The details kindly provided will provide us with vital information for our monitoring of product quality.

I appreciate the time spent in the laboratory and understand the concerns. It is regrettable the results have not been successful. Reviewing the details, I have to admit that we do not know what could be the cause of the problem observed, as we have received no such complaints about this product. I am sorry there are no further tips to provide on this occasion to help improve the results. It seems the customer has regrettably received a bad vial.

I apologise for the inconvenience and am pleased to offer the customer a free of charge replacement or credit note in compensation.

I look forward to hearing from you with details of how you would like to proceed.