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Dear Sir/Madam Thank you for your reply. However I must say I am rather disappointed, as my expectations after the first call were not met. Also, our lab recently bought several other antibodies from you (therein ab6160 and ab8224, Ref. number: PM1118352) which also arrived at room temperature - even though I was assured this would not happen in the future. Also I see that my original inquiry was not included in the mail. Rather my second inquiry was referred to as the original one. Could the track have been lost somehow?
Asked on Sep 12 2011
Thank you for your email. I apologize for your disappointment. I will try to explain what could have happen. The antibodies ab4644 and ab34772 were dispatched on 4th july and were delivered on 7th July. I am not sure if the person who received these antibodies kept these at 4C or I am also not sure for how long the antibodies were kept a room temperature. Again ab6160; ab8224 and ab10321 were dispatched on Sept. 2 and were delivered on Sept. 6. We cannot say the antibodies are getting damaged because they were at RT while shipment, because we have done nearly 13,000 individual ELISA experiments and we have determined that storing our antibodies at various temperatures of up to 45°C for 1 week does not impact their activity. I would be happy to share a summary of our findings with you; please let me know if you would like to see this. As a precautionary measure only, we ship our antibodies in packaging with ice packs to provide extra temperature stability in transit. The ice pack may be thawed or even at room temperature when you receive it; please be assured that this is normal and that your product is safe to use. Once you have received the vial, please follow the long-term storage instructions on the datasheet. Our Abpromise to you is that, should our product not work as stated on the datasheet, we will resolve the issue to your satisfaction, either with helpful advice to optimize your experiment or a replacement or refund of the product. We also have not lost any information you have kindly provided while calling us. We normally do not write each and every part of conversation we discuss with our customers. However we always make sure we have enough information for understanding of problem. You have kindly contacted us regarding the inconsistent results you have observed. Inconsistent results can be due to many reasons, so in order to understand the reason I asked more details about this. I am sorry I did not receive any reply. I could only say that the antibodies must be tried and if they do not give expected results as stated on the datasheet and our scientific support team unable to troubleshoot the problem then we will be very happy to replace the products at no extra cost. I have attached the WB questionnaire; please fill in this and send it to us asap. We will then take a look at the protocol and will see if the protocol is OK and if it cannot be optimized then we will send free of charge replacement right away. Should you have any question please do not hesitate to contact us.
Answered on Sep 12 2011