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kareinaSigh. When we ordered the equipment for this lab the purchase was made through ThermoScientific for a "complete laser ablation ICP-MS system". Thermo made the ICP-MS part themselves, and the Laser ablation attachment was made by ESI. Since we purchased through Thermo we have the service contract through them, and if anything goes wrong with the laser they make contact with the other company and send out someone to service it. Almost two years ago now ESI (or at least the laser part) was bought out by Elemental, which made for delays in arranging the next annual laser service, as there appeared to be both issues in communication between them and Thermo, and issues with being understaffed as some employees transitioned to the new company, some stayed with ESI (and others jumped ship?). When I got home last week it was to find out that the laser has broken down (the tubes that carry helium to the laser sample chamber had become disconnected, and when we reconnected them helium no longer flows through the line. When I figure out how to repair it myself I sent messages to Thermo and cc'd Elemental
That was Friday. It took until today Thermo to reply saying that they will put me in contact with a technician, right after which I was cc's on an email exchange between someone who stayed with ESI (whose name I recognize) telling the Thermo person that she needs to contact Elemental (and providing the official letter from 2017 announcing the change). I laughed that she had contacted the wrong company, waited another couple of hours, and heard nothing. At which point I replied to her with the names and contact info for the people I had dealt with at Elemental, and she replied with thanks as she hadn't gotten that information!
Of course all this means that the technician from Elemental didn't write to me with questions in preparation for further troubleshooting till after I had put in five hours today (I work half time) and went home for a nap (I am not yet completely current in this time zone after the trip), so I didn't see his message for three hours. Clearly I should have written to her sooner. But seriously, didn't they notice that I had cc'd Elemental and not ESI on my first message?
That was Friday. It took until today Thermo to reply saying that they will put me in contact with a technician, right after which I was cc's on an email exchange between someone who stayed with ESI (whose name I recognize) telling the Thermo person that she needs to contact Elemental (and providing the official letter from 2017 announcing the change). I laughed that she had contacted the wrong company, waited another couple of hours, and heard nothing. At which point I replied to her with the names and contact info for the people I had dealt with at Elemental, and she replied with thanks as she hadn't gotten that information!
Of course all this means that the technician from Elemental didn't write to me with questions in preparation for further troubleshooting till after I had put in five hours today (I work half time) and went home for a nap (I am not yet completely current in this time zone after the trip), so I didn't see his message for three hours. Clearly I should have written to her sooner. But seriously, didn't they notice that I had cc'd Elemental and not ESI on my first message?