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The customer has let me know that they have tried all three vials of the remaining vials and they were all faulty. The orders you have listed below both went to the same customer.
Please let me know if you require any further information.
Asked on Sep 13 2012
Thank you for confirming that information.
I will arrange for 3 vials of RuBi-Glutamate (ab120408) from a different lot number to be sent out to you. This is currently on the order number 1148036but please be aware that it may be moved to a different order through consolidation. If you would like to track the item please quote xxxxxx to any of our customer service representatives.
In order to investigate this case further, it would be very helpful to know which of the 4 vials there was a problem with and which one worked. Did the customer receive all the vials at the same time or were 3 sent and then 1 separately, or vice versa? Do the customers know which one it was that worked?
Am I correct in thinking that the customer observed a reaction with the compound without applying any light (suggesting that the compound was uncaged before applying)?
Would the customer mind describing how the product was stored and what tests were performed with the compound? This will allow us to understand what may have been contributing to the problems.
Many thanks in advance for your cooperation in this case.
Answered on Sep 13 2012