Public Shaming
Locked
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Hello, I am quite frustrated by the response (or lack) from a microscope vendor, that I shall not name yet, on a technical problem. I am wondering whether this forum 1) would be an appropriate place to share details 2) if people think it is worth doing in order to get a better response from the vendor or if it is likely to have the opposite effect and 3) if it would be a useful caution to people who are considering an instrument from that vendor? Regards to all, Ted |
 
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Benedetto, Alexandre |
Re: [External] Public Shaming
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Hello Ted, Issues with vendors can be down to special circumstances or isolated individuals. I would hesitate to write anything too specific in this channel indeed. A lot of vendors are under strain at the moment (being in the UK we have both Covid19 and the Brexit no deal looming combined for instance which have a clear impact). You can possibly escalate your issue to regional or national level using their complaint system. Managers could get things sorted pretty quickly. Best wishes, Alex Alexandre Benedetto, PhD, FHEA Lecturer in Biomedicine --------------------------------------------------- Lancaster University Faculty of Health and Medicine Division of Biomedical and Life Sciences Furness Building, B68 Bailrigg, Lancaster LA1 4YW United Kingdom --------------------------------------------------- --------------------------------------------------- -----Original Message----- From: Confocal Microscopy List <[hidden email]> On Behalf Of Ted Usdin Sent: 11 December 2020 14:36 To: [hidden email] Subject: [External] Public Shaming This email originated outside the University. Check before clicking links or attachments. ***** To join, leave or search the confocal microscopy listserv, go to: https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Flists.umn.edu%2Fcgi-bin%2Fwa%3FA0%3Dconfocalmicroscopy&data=04%7C01%7Ca.benedetto%40lancaster.ac.uk%7C0402e6e5f43d4e3c9a5908d89de24226%7C9c9bcd11977a4e9ca9a0bc734090164a%7C0%7C0%7C637432942392561984%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=8SIApCcKLgjryP2T9TuHMHft9xTXF2P2bptoZwS6pXg%3D&reserved=0 Post images on https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.imgur.com%2F&data=04%7C01%7Ca.benedetto%40lancaster.ac.uk%7C0402e6e5f43d4e3c9a5908d89de24226%7C9c9bcd11977a4e9ca9a0bc734090164a%7C0%7C0%7C637432942392561984%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=X0at6gIXFwY1HBlBdM9%2Fvb90STV8MgMinobJJU0I2xs%3D&reserved=0 and include the link in your posting. ***** Hello, I am quite frustrated by the response (or lack) from a microscope vendor, that I shall not name yet, on a technical problem. I am wondering whether this forum 1) would be an appropriate place to share details 2) if people think it is worth doing in order to get a better response from the vendor or if it is likely to have the opposite effect and 3) if it would be a useful caution to people who are considering an instrument from that vendor? Regards to all, Ted |
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In reply to this post by Ted Usdin
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Ted, Having worked 12 years at a company where customer service was #1 priority, it is sad to hear about your experience. It would help to understand what you have done so far to get the assistance you need. Who are your contacts? In what ways have you reached out to the vendor? What is the complexity of your problem? I have seen people post in this forum for technical help. I don't think it is wrong to see if anyone has come across the problem you are encountering. But, I do not recommend posting in a manner that is targeting to get a response from the vendor. Remember that your vendors are humans too. Anjul -----Original Message----- From: Confocal Microscopy List <[hidden email]> On Behalf Of Ted Usdin Sent: Friday, December 11, 2020 9:36 AM To: [hidden email] Subject: Public Shaming ***** To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Hello, I am quite frustrated by the response (or lack) from a microscope vendor, that I shall not name yet, on a technical problem. I am wondering whether this forum 1) would be an appropriate place to share details 2) if people think it is worth doing in order to get a better response from the vendor or if it is likely to have the opposite effect and 3) if it would be a useful caution to people who are considering an instrument from that vendor? Regards to all, Ted |
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Alison J. North-2 |
Re: [External] Public Shaming
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In reply to this post by Benedetto, Alexandre
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Hi Ted, I agree wholeheartedly with the others. One never knows what is going on in an individual's life, especially now, and most of our vendors try incredibly hard to address our technical issues rapidly. There is a small chance that you have hit the one individual who is not responsive - but I don't know about the rest of you, I am feeling so utterly overwhelmed with work the past few months that I am constantly failing to reply to e-mails unless I do so at once, simply because another 200 fly in and then I forget all about the first one. And when I don't reply immediately, it's often quite simply because I didn't know the answer and needed to contact somebody else to find out etc. etc., and then they don't respond, and we are stuck in a holding pattern. But in the cases where a single company rep hasn't responded, I have almost always had a quick response by politely "escalating" (I hate that term - so passive aggressive!😂) it to their manager etc. I have also found that if I have contacted a company with a question, and they fail to respond, and then I simply post the same technical question on this listserver (without any mention of the lack of response from the company), it has inevitably resulted in extremely helpful responses both from other members of our imaging community and from other people working at that company. The vendors certainly do keep an eye on this list, and maybe one in a completely different country will have come across the issue you are struggling with. But I would strongly encourage you to include your own e-mail address in the post (and an official one that indicates your institution i.e. country and region, not just a gmail address), so that they can respond to you directly, rather than having to respond to the whole listserver. I know that many of our vendors are a tad nervous of responding to the list for fear of being accused of being defensive or trying to advertize their products. Good luck with getting it sorted and all the best! Alison Alison North, The Rockefeller University - [hidden email] ________________________________ From: Confocal Microscopy List <[hidden email]> on behalf of Benedetto, Alexandre <[hidden email]> Sent: Friday, December 11, 2020 9:48 AM To: [hidden email] <[hidden email]> Subject: Re: [External] Public Shaming ***** To join, leave or search the confocal microscopy listserv, go to: https://urldefense.proofpoint.com/v2/url?u=http-3A__lists.umn.edu_cgi-2Dbin_wa-3FA0-3Dconfocalmicroscopy&d=DwIGaQ&c=JeTkUgVztGMmhKYjxsy2rfoWYibK1YmxXez1G3oNStg&r=RBx0-WJrAO5vwSOLNmFbqYvikvIZS5ns3-USwvMOuLo&m=IZlGLHqSjLkyo48D0Hyy3fs2LwhofKDqv82ZmaJXkNQ&s=1clmXCiLORlij_7PHRCeec0cYh7hA1wEyRzuVQz0rXE&e= Post images on https://urldefense.proofpoint.com/v2/url?u=http-3A__www.imgur.com&d=DwIGaQ&c=JeTkUgVztGMmhKYjxsy2rfoWYibK1YmxXez1G3oNStg&r=RBx0-WJrAO5vwSOLNmFbqYvikvIZS5ns3-USwvMOuLo&m=IZlGLHqSjLkyo48D0Hyy3fs2LwhofKDqv82ZmaJXkNQ&s=bopt__3Nn9lCYQq2FSswGJEXaUKNS7AlbWSDJLXZhWU&e= and include the link in your posting. ***** Hello Ted, Issues with vendors can be down to special circumstances or isolated individuals. I would hesitate to write anything too specific in this channel indeed. A lot of vendors are under strain at the moment (being in the UK we have both Covid19 and the Brexit no deal looming combined for instance which have a clear impact). You can possibly escalate your issue to regional or national level using their complaint system. Managers could get things sorted pretty quickly. Best wishes, Alex Alexandre Benedetto, PhD, FHEA Lecturer in Biomedicine --------------------------------------------------- Lancaster University Faculty of Health and Medicine Division of Biomedical and Life Sciences Furness Building, B68 Bailrigg, Lancaster LA1 4YW United Kingdom --------------------------------------------------- --------------------------------------------------- -----Original Message----- From: Confocal Microscopy List <[hidden email]> On Behalf Of Ted Usdin Sent: 11 December 2020 14:36 To: [hidden email] Subject: [External] Public Shaming This email originated outside the University. Check before clicking links or attachments. ***** To join, leave or search the confocal microscopy listserv, go to: https://urldefense.proofpoint.com/v2/url?u=https-3A__eur02.safelinks.protection.outlook.com_-3Furl-3Dhttp-253A-252F-252Flists.umn.edu-252Fcgi-2Dbin-252Fwa-253FA0-253Dconfocalmicroscopy-26amp-3Bdata-3D04-257C01-257Ca.benedetto-2540lancaster.ac.uk-257C0402e6e5f43d4e3c9a5908d89de24226-257C9c9bcd11977a4e9ca9a0bc734090164a-257C0-257C0-257C637432942392561984-257CUnknown-257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0-253D-257C1000-26amp-3Bsdata-3D8SIApCcKLgjryP2T9TuHMHft9xTXF2P2bptoZwS6pXg-253D-26amp-3Breserved-3D0&d=DwIGaQ&c=JeTkUgVztGMmhKYjxsy2rfoWYibK1YmxXez1G3oNStg&r=RBx0-WJrAO5vwSOLNmFbqYvikvIZS5ns3-USwvMOuLo&m=IZlGLHqSjLkyo48D0Hyy3fs2LwhofKDqv82ZmaJXkNQ&s=xzCbhT59_GbF-6ggcNSpoDHFHSx4FOtqILyp_GvPiQc&e= Post images on https://urldefense.proofpoint.com/v2/url?u=https-3A__eur02.safelinks.protection.outlook.com_-3Furl-3Dhttp-253A-252F-252Fwww.imgur.com-252F-26amp-3Bdata-3D04-257C01-257Ca.benedetto-2540lancaster.ac.uk-257C0402e6e5f43d4e3c9a5908d89de24226-257C9c9bcd11977a4e9ca9a0bc734090164a-257C0-257C0-257C637432942392561984-257CUnknown-257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0-253D-257C1000-26amp-3Bsdata-3DX0at6gIXFwY1HBlBdM9-252Fvb90STV8MgMinobJJU0I2xs-253D-26amp-3Breserved-3D0&d=DwIGaQ&c=JeTkUgVztGMmhKYjxsy2rfoWYibK1YmxXez1G3oNStg&r=RBx0-WJrAO5vwSOLNmFbqYvikvIZS5ns3-USwvMOuLo&m=IZlGLHqSjLkyo48D0Hyy3fs2LwhofKDqv82ZmaJXkNQ&s=1IkLI4kHEQBtDymlakmeZRClC-sxMVcyxkeUgxH7Z90&e= and include the link in your posting. ***** Hello, I am quite frustrated by the response (or lack) from a microscope vendor, that I shall not name yet, on a technical problem. I am wondering whether this forum 1) would be an appropriate place to share details 2) if people think it is worth doing in order to get a better response from the vendor or if it is likely to have the opposite effect and 3) if it would be a useful caution to people who are considering an instrument from that vendor? Regards to all, Ted |
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Arvydas Matiukas |
Re: Public Shaming -> Technical help
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In reply to this post by Anjul Loiacono
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Hi Ted, Where you could find the better microscopy/confocal experts than on this forum? I personally benefited many times from the discussion and/or advice by posting here the technical details of my problem (some of the microscopes under vendor service , some not). Quite often obtaining better/deeper understanding of your problem helped with the faster resolution. On the other hand, as other people already mentioned, I would suggest not disclosing any names/vendors because especially during covid-19 era you may not know all the circumstances/obstacles preventing the vendor from providing you timely and quality resolution. Your subject line and whole email sounds like a cry for help so I hope that at least on this forum you will be able to receive quick online advice from experts , or maybe even people that encountered (and resolved) similar problem in the past. P.S. I expanded the subject line to switch the discussion to the more constructive path Best regards, Arvydas ************************************ Arvydas Matiukas, Ph.D. Director of Neuroscience Microscopy Core Manager of NRB Shared Research Equipment SUNY Upstate Medical University Neuroscience & Physiology Dept Email: [hidden email] ________________________________ -----Original Message----- From: Confocal Microscopy List <[hidden email]> On Behalf Of Ted Usdin Sent: Friday, December 11, 2020 9:36 AM To: [hidden email] Subject: Public Shaming ***** To join, leave or search the confocal microscopy listserv, go to: https://urldefense.com/v3/__http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy__;!!GobTDDpD7A!YrAQJhy3sVGy7_Q_l_IBPp_6Tvg8L_RtLw3udr_PGcCw-agWOqs3HzCz5kjTRwS90g$ Post images on https://urldefense.com/v3/__http://www.imgur.com__;!!GobTDDpD7A!YrAQJhy3sVGy7_Q_l_IBPp_6Tvg8L_RtLw3udr_PGcCw-agWOqs3HzCz5kh9ghE_hg$ and include the link in your posting. ***** Hello, I am quite frustrated by the response (or lack) from a microscope vendor, that I shall not name yet, on a technical problem. I am wondering whether this forum 1) would be an appropriate place to share details 2) if people think it is worth doing in order to get a better response from the vendor or if it is likely to have the opposite effect and 3) if it would be a useful caution to people who are considering an instrument from that vendor? Regards to all, Ted |
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In reply to this post by Ted Usdin
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Dear Dr. Usdin-- I personally am not a huge fan of public shaming as such, because there sometimes can be unknown mitigating circumstances--for instance a new service rep who's still learning the ropes, or a misunderstanding on the buyer's side of what's covered by the warranty. However, if you've gone up the chain of command and still gotten no satisfaction, and you're aware that the company will also have a chance to respond (...potentially embarrassing if you're the one who's screwed up), then I don't think it's inappropriate to raise the point publicly. Good luck to all involved, in getting things ironed out-- Martin Wessendorf List Manager On Fri, Dec 11, 2020 at 8:37 AM Ted Usdin < [hidden email]> wrote: > ***** > To join, leave or search the confocal microscopy listserv, go to: > http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy > Post images on http://www.imgur.com and include the link in your posting. > ***** > > Hello, > > I am quite frustrated by the response (or lack) from a microscope vendor, > that I shall not name yet, on a technical problem. I am wondering whether > this forum 1) would be an appropriate place to share details 2) if people > think it is worth doing in order to get a better response from the vendor > or if it is likely to have the opposite effect and 3) if it would be a > useful caution to people who are considering an instrument from that vendor? > > Regards to all, > Ted > |
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Cammer, Michael-2 |
Re: Public Shaming -> Technical help
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In reply to this post by Arvydas Matiukas
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** In a public forum a few weeks ago all the major microscope companies said that they are open for business and our experience has been great service (with one exception) since reopening in June. Therefore, it is difficult to understand why you are not getting a response unless you have a specific local issue. Under normal circumstances, I would recommend posting your problem in detail here, but in this case I recommend looking to your local circumstances that may be covid related. For instance, there may be real issues regarding travel or health of employees out of the control of vendors. And if not satisfied this is the problem, then post here. Cheers- Michael Cammer -----Original Message----- From: Confocal Microscopy List <[hidden email]> On Behalf Of Arvydas Matiukas Sent: Friday, December 11, 2020 11:28 AM To: [hidden email] Subject: Re: Public Shaming -> Technical help [EXTERNAL] ***** To join, leave or search the confocal microscopy listserv, go to: https://urldefense.proofpoint.com/v2/url?u=http-3A__lists.umn.edu_cgi-2Dbin_wa-3FA0-3Dconfocalmicroscopy&d=DwIFAw&c=j5oPpO0eBH1iio48DtsedeElZfc04rx3ExJHeIIZuCs&r=E0xNnPAQpUbDiPlC50tp7rW2nBkvV7fujQf0RknE5bU&m=YyTcNjABrfYQIx4uHk6g3w6103LQQ5OKLLw4lY5feEE&s=R3jkRzkeq0GEetkspbytXnI6ODHs3tEdpNG24oejT-Q&e= Post images on https://urldefense.proofpoint.com/v2/url?u=http-3A__www.imgur.com&d=DwIFAw&c=j5oPpO0eBH1iio48DtsedeElZfc04rx3ExJHeIIZuCs&r=E0xNnPAQpUbDiPlC50tp7rW2nBkvV7fujQf0RknE5bU&m=YyTcNjABrfYQIx4uHk6g3w6103LQQ5OKLLw4lY5feEE&s=Zcn3TB6Biejd5Xjck8ucQgQJ1sIaqAWZYinDI0smKYA&e= and include the link in your posting. ***** Hi Ted, Where you could find the better microscopy/confocal experts than on this forum? I personally benefited many times from the discussion and/or advice by posting here the technical details of my problem (some of the microscopes under vendor service , some not). Quite often obtaining better/deeper understanding of your problem helped with the faster resolution. On the other hand, as other people already mentioned, I would suggest not disclosing any names/vendors because especially during covid-19 era you may not know all the circumstances/obstacles preventing the vendor from providing you timely and quality resolution. Your subject line and whole email sounds like a cry for help so I hope that at least on this forum you will be able to receive quick online advice from experts , or maybe even people that encountered (and resolved) similar problem in the past. P.S. I expanded the subject line to switch the discussion to the more constructive path Best regards, Arvydas ************************************ Arvydas Matiukas, Ph.D. Director of Neuroscience Microscopy Core Manager of NRB Shared Research Equipment SUNY Upstate Medical University Neuroscience & Physiology Dept Email: [hidden email] ________________________________ -----Original Message----- From: Confocal Microscopy List <[hidden email]> On Behalf Of Ted Usdin Sent: Friday, December 11, 2020 9:36 AM To: [hidden email] Subject: Public Shaming ***** To join, leave or search the confocal microscopy listserv, go to: https://urldefense.com/v3/__http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy__;!!GobTDDpD7A!YrAQJhy3sVGy7_Q_l_IBPp_6Tvg8L_RtLw3udr_PGcCw-agWOqs3HzCz5kjTRwS90g$ Post images on https://urldefense.com/v3/__http://www.imgur.com__;!!GobTDDpD7A!YrAQJhy3sVGy7_Q_l_IBPp_6Tvg8L_RtLw3udr_PGcCw-agWOqs3HzCz5kh9ghE_hg$ and include the link in your posting. ***** Hello, I am quite frustrated by the response (or lack) from a microscope vendor, that I shall not name yet, on a technical problem. I am wondering whether this forum 1) would be an appropriate place to share details 2) if people think it is worth doing in order to get a better response from the vendor or if it is likely to have the opposite effect and 3) if it would be a useful caution to people who are considering an instrument from that vendor? Regards to all, Ted |
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In reply to this post by Ted Usdin
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** Hello, I thought I would provide some follow up to my note. 1) Representatives of each of the vendors we have purchased microscope systems from contacted me within less than one hour of the post. Most to check that I did not have them in mind. They are listening. 2) The vendor that I had in mind knew it was them, and is trying to rectify the situation. 3) A couple of vendors who we have not purchased instruments from contacted me, hoping that this might be an opportunity to help us and remedy that deficiency. 4) I am quite conscious of the challenges that individuals may have, especially now. My concern was not based on one individual. While I appreciate the collective expertise of this group the issues that we are having are most likely outside the knowledge of anyone who has not worked extensively with the specific instrument. I cannot explain them without revealing the specific instrument, and I agree that this is not the time and place to do that. So, thanks to this list. Ted |
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To join, leave or search the confocal microscopy listserv, go to: http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy Post images on http://www.imgur.com and include the link in your posting. ***** On 17/12/2020 09:47, Ted Usdin wrote: > The vendor that I had in mind knew it was them, and is trying to rectify the situation. That sounds like a good outcome, assuming they do manage to fix the issue. Sometimes just the risk of a public fuss makes all the difference. Gordon. |
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