Question (43453) | DNA demethylase (total) Activity Quantification Assay Kit (ab113472)

Go to datasheet (ab113472)

Question

Thanks for your email. Would you please give us a call to discuss this by phone? We actually need a replacement, but also a suitable buffer for the assay. So would you be able to provide this for us? Unless we have a buffer that works for this, we (and no-one) will be able to perform the assay.
Thanks
Best wishes

Answer

Thank you once again for your enquiries. I very much appreciate your patience waiting for a response.

I have been in touch with the originator of the buffer and the kit. In conclusion, they have retested and have established that using the buffer suggested to prepare the samples meant the kit did not work so well. They have now modified the kit and protocol accordinglyand have retested them togethersuccessfully.

As this means they have included an extra component to the kit, and modified the kit protocol slightly so it can be used with samples prepared with the buffer. We are currently in the process of reviewing any extra MSDS that may be required, as well as arranging restocking anduploading of the new protocol to the online datasheet. The kit has been unpublished temporarily while this is done.

We would of course like to provide some compensation to you, and apologize for the inconvenience this has caused. Therefore, the options we can provide for you are as follows:

1. To provide a full refund on the kits and buffer previously purchased.
Alternatively:
2. To provide a credit note for the kits and buffer previously purchased
Alternatively:
3. We can provide you with free of charge replacements of the kits and buffer once the changes have been completed. This may take a couple of weeks.

I hope this provides a satisfactory outcome for you. I look forward to hearing from you with details of how you would like to proceed.

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