Donkey Anti-Mouse IgG H&L (DyLight® 488) preadsorbed (ab98794)

Thank you for your email.

The PO-310-61664B was ordered in October 2011 and the complaint was raised in July 2012; this means the product is out of Abpromise guarantee, which is 6 months from date of purchase.

We have sold many units of these products without receiving any quality complaint so I believe that the problem might be with storage. Were these stored in dark; if not, then conjugates might have been damaged due to photo bleaching. Could you let me know how the products were stored?

Thank you very much for your cooperation. I will look forward to hearing from you soon.

Could you please check the purchase order number; the number I-004-61517-br or 004-61517 provided does not match in our system? Could you also provide the purchase date of the product?
I will look forward to hearing from you soon.

Thank you for your email. I am sorry to hear that you have been experiencing problems with this antibody.

I have read the details you have kindly provided and have following further questions for better understanding of the problem;

Could you provide the species of all primary antibodies used?
Did you same experimental procedure with Alexa Fluor antibodies?
Have you checked the Green and Redfilters
Could you provide the order number? Howe the antibodies were stored?

I will be looking forward to hearing from you soon.

Thank you for contacting us.
Your credit note ID is 21845.
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 enquiry regarding ab98794 and for taking the time to provide some useful details of the experiments. I am very sorry to hear that you are having problems with this antibody.
It is clear that the protocol worked fine and an alternative secondary antibody provided the expected results. The image you have kindly sent to me showed the significant difference in the staining pattern/quality.
Could you please confirm the batch and order number. Would your troubled customer prefer to get a new vial (free of charge replacement) or a credit note?
I look forward to hearing from you soon.