Anti-GRP78 BiP antibody (ab32618)

Vielen Dank fuer Ihre email.
Es tut mir leid zu hoeren, dass Sie Problem mit diesem Antikoerper haben.

Die Information bezueglich des defekten Lots GR67285 bezieht sich tatsaechlich nur auf dieses Lot.

Da wir keine Daten fuer Hefe- und Algenproben auf unserem Datenblatt haben, koennen wir den Antikoerper fuer diese Spezien nicht garantieren. Ich verstehe, dass fruehere Lots fuer Sie funktioniert haben.

Ich wuerde daher vorschlagen, dass Sie am unserem Abtrail program teilnehmen, da Hefe und Algen fuer uns ungetestete Spezien sind. Sie koennen jeweils 1 Abreview fuer jede Spezie mit den positiven Daten einreichen, und dann einen Rabatt fuer den Preis des Antikorpers erhalten, der dann von einer neuer Bestellung abgezogen werden kann. Sobald wir die positiven Daten publiziert haben auf unserem Datenblatt, werden die Spezien Hefe und Alge als getestete Spezien hinzugefuegt.

Hier sind die genauen Informationen bezueglich des Abtrial Programs:

For UNTESTED species and/or applications, we have established a testing discount program. Here is a brief description of how it works:

The testing discount program is for customers who like to use an antibody/protein/kit on an untested species/application. You would purchase the to-be-tested product at full price, test it and submit an Abreview with your data (positive or negative). On your next order you will receive a discount in the amount of the price you paid for the to-be-tested product. The terms and conditions applicable to this offer can be found here: https://www.abcam.com/abtrial.


Bitte sagen Sie mir doch Bescheid, ob ich Ihnen einen Rabattkode (discount code) zustellen soll.

Ich hoffe, dass Ihnen das weiterhelfen wird.

Thank you very much for having provided your feedback.

I just have tried to call you, however I have been told you are in vacation.

I am very sorry that it took so long for solving the problem in this case. When I sent the first replacement vial, I did not know it was due to the batch - as the problem could have just come from the shipping. This is why I did not request the laboratory whether there is soon a new batch available or not. I have now requested the laboratory to investigate this batch again and retest it.

I believe we have replaced all the vials to you which were from the faulty batch. Please do let me however know if this is not the case.

In order to apologize for all the inconvenience, we are pleased to offer you an additional free of charge vial of this antibody. Please do let us know whether you would like to accept this.

Thank you for your collaboration. We look forward to hear back from you.

Thank you for your email.

I am happy to hear that the new batch provides again the expected results. Also, I am very sorry for all the troubles encountered. We will replace all the vials of the old batch for you with a vial of the new batch. Can you please provide me with all the order numbers of the ab32618 you placed, with the date? I will then check how many vials we will be able to send you/reimbourse you.

Thank you very much for your cooperation. I look forward to your reply.

Thank you for your email.


I have issued a free of charge replacement of a vial of the new batch of ab32618 with the order number x. To check the status of the order please contact our Customer Service team and reference this number.

I hope that this batch will provide finally good results again. I apologize for all the inconvenience. Please keep us updated on the results obtained with this vial.

I wish you a great day.

Thank you for your email. I am very sorry to hear that the replacement vial has not provided the expected results. We do not know the reason of this problem yet, but we will investigate this. Please do also keep us updated if you have new information in regards to the antibodies or the samples used.

We have now received a new lot in stock of this antibody in the UK. Please let me know if you would like to wait for the return of xx to know whether you would like a replacement with the new lot or if you prefer the credit note.

Thank you for your cooperation. I look forward to your reply.

Thank you for your reply. As requested, I have requested a credit note and arranged the sending of the replacement vial. Please find here the credit note details. The others will follow.

Your credit note ID is xx


I am sorry that this antibody did not perform as stated on the datasheet, I have asked our Finance department to issue a credit note for you. The credit note may be used in one of the following ways:

(1) Redeemed against the original invoice if this hasn't already been paid.
(2) Held on the account for use against a future order.
(3) A full refund can be offered where no other invoices are outstanding.

Please contact your Finance department to confirm how you would like the credit note to be used and ensure it is not redeemed without your knowledge.

To specifically receive a refund please ask your Finance department to contact our Finance department at creditcontrol@abcam.com or by telephone using the information at the “Contact Us” link in the top right corner of our website.

The credit note ID is for your reference only, please refer to the credit note ID in any correspondence with our accounting department. We will send you the completed credit note by email or postal mail with the actual credit note number which will start with the letters CGB.

I hope this experience will not prevent you from purchasing other products from us in the future. Our Scientific Support team is always at your service should you require further expert advice

Thank you for your answer.

I am very sorry that I missed the line about the protease inhibitors. I have myself never worked with stomach and I do not know how the lysate is susceptible to degradation. We will send you replacement vials, however I would nevertheless appreciate if you can provide a positive control for the presence of GRP78 BiP in the samples tested with these new vials. A positive control can for example be Hela cell lysate.

I hope you understand that the product quality is very important and that we want therefore to exclude any other problems. We had not received any complaints in regards to this antibody in the last few years neither. I can however not exclude that your vials have been damaged during the transport or storage for example.

Please let me know how you would like to proceed. We can offer either free replacement vials or a credit note/refund. We do have currently no other lots of this antibody in stock, however as I said, we had not receive any other negative feedback on this lot neither.

Thank you for your cooperation. I look forward to hearing from you with details of how you would like to proceed.

Thank you for taking time to complete our questionnaire. I am sorry to hear that the new vials arenot providing satisfactory results.

Having reviewed this case, I would also appreciate if you can confirm some further details:

1.) I noticed that you have not used protease inhibitors in the samples. Can you confirm that the samples do contain still the GRP78 BIP protein? It could be that meanwhile the protein has been degraded. Especially when working with stomach, I would recommend to test freshly prepared samples, containing protease inhibitor cocktail

2.) Have you tested both vials you have ordered or have you just tested one of the two vials?
.
As already confirmed, if you can confirm that the protein is still present in the samples at the time of test, we will replace the vials for you according to our Abpromise.

I hope this information is helpful, and I thank you for your cooperation. I look forward to hear back from you.

Thank you for contacting us.

I am sorry to hear you are experiencing difficulties with the new vials ofthe ab32618 (I guess it is ab32618 you ordered, as ab63618 does not correspond to the description). We have received no other negative feedback so far and we are not aware that anything might has gone wrong during storage. We take product complaints very seriously, and investigate every product that we feel may not be performing correctly.

We do unfortunately not have any other batch in stock for the moment. I would however appreciate if we caninvestigate this issue further and would appreciate if you could provide us some more information. Can you send us maybe more details on the protocol which has been used (with our questionnairehere attached - it just should take you 5 minutes to fill it out)? Can you please also confirm, that no other reactifs have been changed meanwhile, such as the secondary antibody for example? Thank you for having sent already the image with the result.

I would like to reassure you, that we do guarantee all our products to work as stated on the datasheet. Should the vials you have received been damaged, we would be happy to replace them for you.

Thank you very much for your cooperation. I look forward to receiving your reply.