Dear Thermo Fisher Scientific
Our University has been regularly purchasing scientific equipment from Thermo Fisher Scientific and plans to make more purchases in the near future. This is primarily because of the good reputation your company enjoys for supplying quality instruments and after sales service. However we regret to inform you that your service personnel in Delhi are very poor service providers and are more interested in charging customers than repairing equipments.
We had purchased a CO2 Incubator (Model No. 3951 and S/N 318229-541) on 29/04 from your company. This was installed on 17/06 in the School of Biotechnology Jawaharlal Nehru University, New Delhi. Since its purchase the instrument has never worked properly. Repeated calls and requests to your service people has proved to be of no avail. We feel that they willfully do not carry out repairs so that the warranty period lapses and then they can charge for visits. The first problem that we faced was of water accumulation at the base of the front door of the incubator causing repeated contamination of the cultures. This was clearly a fault on your side but it took almost an year to solve by your engineers, and that too after many arguments, Soon after wards a more serious problem was observed with the digital settings of the incubator getting changed randomly. We contacted your service engineer who suggested connecting a voltage stabilizer. The suggestion was carried out but the problem was not solved. Your service personnel kept on passing time by asking the stabilizer to be changed and blaming the power supply. If indeed power supply was the problem, then the other CO2 incubators in the department, should not function as well. After forcing us to change the stabilizer they now say that the Mother Board is spoilt. Thus they keep discovering new reasons why the equipment will not work.in this whole three year process we have not been able to do a single experiment properly. Rather many experiments have got spoilt wasting precious time, effort and money. Now your service people come ostensibly to see the equipment but do not talk to anybody and then submit bills for “visiting charges”. Will they reimburse us for lost chemicals and spoilt experiments? Meanwhile the equipment keeps malfunctioning with the CO2 and temperature setting having a mind of its own.
I would suggest that you please ensure supply of ‘quality’ equipment and hire competent service people if you don’t want your reputation to be tarnished.in the absence of an adequate response we will proceed with informing the University all associated scientific and research institutions about this affair so that they are careful in their dealing with Thermo Fisher in the future.
Regards
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