Hello,We are awaiting a final response from the patient's clinic, following our last correspondence to them on Monday, January 4thAgain, apologies for the delay, but there are multiple stakeholders involved in finalizing the resolutionof which several were unavailable during the holiday seasonIt is not our wish to prolong this process any more than necessary and are doing what we can to expedite the resolutionWe do appreciate your patience
December 10, Dear [redacted] , Firstly, we apologize for the distress **and [redacted] have experiencedWe take great care to ensure customer satisfaction and that important matters such as these are properly managed in a timely fashionWe have had several private conversations over the past month with **& [redacted] , their IVF clinic’s physician, and their embryologist, in an effort to address these concerns.While we do regretfully admit fault in the shipping process, there are two crucial factors to note, which are verifiable by the patient’s IVF clinic: The Cohort of eggs was shipped to the correct clinic, but to the wrong (satellite) office, located approximately one hour away; and Subsequently, the embryology team that received the shipment realized that it should have gone to the other location and forwarded it promptly; a practice they do regularly with expertiseThe shipment arrived at the correct office well within the time period that the shipping tank can maintain the required temperature, and arrived intact and cryopreserved with no evidence of mishandling or tamperingFor these reasons, we, as well as the IVF clinic, believe the shipping oversight did not negatively impact the quality of the eggsThis can be substantiated by the embryologist’s documentation, which shows: Verification that the correct number of cryotops (which carry the eggs) were ultimately delivered to the correct clinic; and Proof that 100% of the frozen eggs identified by the embryologist successfully thawedHad the egg quality been compromised, then it would not have been possible to achieve this percentage rateAs we have discussed with the [redacted] , the one issue that we cannot resolve is that while our records indicate that we shipped seven (7) eggs in total, the embryologist identified only five (5) Unrecovered eggs are a rare occurrence and it is not possible to unequivocally prove the source of errorThe potential reasons could be manyHuman eggs are single cells, and not visible without magnificationIt is possible that there was a technical error either during the freezing or during the thawing processesIn any event, since we cannot pinpoint the source of the discrepancy, we have offered **and [redacted] financial compensation for the two (2) unaccounted eggsWe are aware that **and [redacted] have requested a replacement of the entire Cohort since they believe the results met the condition of our Embryo Development guaranteeTo elaborate succinctly, if certain conditions are not met and the purchased Cohort does not result in at least one “good-quality embryo” from the warm eggs, we replace the Cohort with another one free of chargeThis guarantee is stipulated in the Terms of Use agreement (wording for the guarantee is attached) that all patients signA “good-quality” embryo is described as “a good-quality cell embryo on Day or an early-stage blastocyst if embryos are cultured out to Day 5.” In the case of **and [redacted] , an early-stage blastocyst was achieved on Day 5, as the embryologist’s documentation showsThis early-stage blastocyst was used for IVF and a positive pregnancy test was achievedTherefore, because the Cohort met the guarantee terms, **and [redacted] were not eligible for a replacement cohortWe understand the emotional and financial difficulties our intended parents often face, and strive to be as compassionate and fair as we can to help them through their journeyTherefore, in this situation we have been and still are willing to offer **and [redacted] reasonable compensation for the two (2) unaccounted eggsWe thank you for your time to evaluate this matterSincerely, Linda G***, MBA Vice President and General Manager Fairfax EggBank
Hello,We are awaiting a final response from the patient's clinic, following our last correspondence to them on Monday, January 4thAgain, apologies for the delay, but there are multiple stakeholders involved in finalizing the resolutionof which several were unavailable during the holiday seasonIt is not our wish to prolong this process any more than necessary and are doing what we can to expedite the resolutionWe do appreciate your patience
December 10, Dear [redacted] , Firstly, we apologize for the distress **and [redacted] have experiencedWe take great care to ensure customer satisfaction and that important matters such as these are properly managed in a timely fashionWe have had several private conversations over the past month with **& [redacted] , their IVF clinic’s physician, and their embryologist, in an effort to address these concerns.While we do regretfully admit fault in the shipping process, there are two crucial factors to note, which are verifiable by the patient’s IVF clinic: The Cohort of eggs was shipped to the correct clinic, but to the wrong (satellite) office, located approximately one hour away; and Subsequently, the embryology team that received the shipment realized that it should have gone to the other location and forwarded it promptly; a practice they do regularly with expertiseThe shipment arrived at the correct office well within the time period that the shipping tank can maintain the required temperature, and arrived intact and cryopreserved with no evidence of mishandling or tamperingFor these reasons, we, as well as the IVF clinic, believe the shipping oversight did not negatively impact the quality of the eggsThis can be substantiated by the embryologist’s documentation, which shows: Verification that the correct number of cryotops (which carry the eggs) were ultimately delivered to the correct clinic; and Proof that 100% of the frozen eggs identified by the embryologist successfully thawedHad the egg quality been compromised, then it would not have been possible to achieve this percentage rateAs we have discussed with the [redacted] , the one issue that we cannot resolve is that while our records indicate that we shipped seven (7) eggs in total, the embryologist identified only five (5) Unrecovered eggs are a rare occurrence and it is not possible to unequivocally prove the source of errorThe potential reasons could be manyHuman eggs are single cells, and not visible without magnificationIt is possible that there was a technical error either during the freezing or during the thawing processesIn any event, since we cannot pinpoint the source of the discrepancy, we have offered **and [redacted] financial compensation for the two (2) unaccounted eggsWe are aware that **and [redacted] have requested a replacement of the entire Cohort since they believe the results met the condition of our Embryo Development guaranteeTo elaborate succinctly, if certain conditions are not met and the purchased Cohort does not result in at least one “good-quality embryo” from the warm eggs, we replace the Cohort with another one free of chargeThis guarantee is stipulated in the Terms of Use agreement (wording for the guarantee is attached) that all patients signA “good-quality” embryo is described as “a good-quality cell embryo on Day or an early-stage blastocyst if embryos are cultured out to Day 5.” In the case of **and [redacted] , an early-stage blastocyst was achieved on Day 5, as the embryologist’s documentation showsThis early-stage blastocyst was used for IVF and a positive pregnancy test was achievedTherefore, because the Cohort met the guarantee terms, **and [redacted] were not eligible for a replacement cohortWe understand the emotional and financial difficulties our intended parents often face, and strive to be as compassionate and fair as we can to help them through their journeyTherefore, in this situation we have been and still are willing to offer **and [redacted] reasonable compensation for the two (2) unaccounted eggsWe thank you for your time to evaluate this matterSincerely, Linda G***, MBA Vice President and General Manager Fairfax EggBank