MAGBIO GENOMICS

Dear [redacted],This is the response to the complaint filed through your organization by [redacted] from [redacted] in Ontario Canada.Indeed on 5/3/2015 we received [redacted] from [redacted]; order was filled on 5/13/2015. Almost 45 days later on 6/30/2015, we got a...

complaint email and call about alleged defective products related to [redacted].The following actions were immediately taken when we received the complaint email:1- Retest the product to make sure it complies with our internal Quality control requirement; what we did. Our internal data from retest matched the one sent to CustomersSee related Communication trail...,Robert F[redacted] (Mag Bio Quality Director) From: Christopher O** (mail to: [redacted] @magbiogenom I C. Com Sent: Tuesday, June 30, 20159:44 AM To: [redacted]Co: Robert F[redacted] Subject: RE: High Priority - High Prep DT failure - Callus asapHi [redacted], I am forwarding this to Our Quality Manager. There is a procedure in place which he will address. Best,Christopher O**Mag Bio Genomics, Inc. Tel: ([redacted] || Website: WWW. mag biogenomics. ComData were shared with Customer. [redacted] claimed in his complaint email we have not returned his phone call. The following demonstrated the opposite.From: Christopher O[redacted] @mag blogenomi [redacted]) Sent: Tuesday, June 30, 2015 2:44 PM To: [redacted] Subject: RE: High Priority - High Prep DT failure - Call us asap Importance: HighHi [redacted], | left you a Voicemail. As sales I am Working for you. But procedure wise from QC, they are asking for any data from you on the issue. I am pushing manufacturing to make a new lot for you but I am stopped at what are they manufacturing. If they manufacture with the same specs, then you will have the same issues. Also, did you try all the bottles from the new lot or a 1 or 2 bottles? Please give me something so I can fight for you to get you new lots manufactured.Best,Christopher O**Mag Bio Genomics, Inc. Tel: [redacted] Website: WWW. magbiogenomics. ComFrom: [redacted] (malto:[redacted] Sent: Tuesday, June 30, 2015 2:42 PMTo: Christopher O**Co: Robert F[redacted] Subject: RE: High Priority - HighPrep DT failure - Call us asap- I (Hyacinth) personally called [redacted] on his request on 6/15/2015 at 2:51pm...last call to[redacted]. I left him a message asking him to call me back. He never did.....From: Christopher O** (mail to [redacted] S.C.On Sent: Tuesday, June 30, 2015 2:03 PM To: [redacted]Cc: Robert F[redacted] Subject: RE: High Priority - High Prep DT failure - Callus asapHi [redacted],I am following up and preliminary, QC team are not seeing anything. They said we shipped liters of this lot all over the world and we do not have any incident report.So you have not used any of the 20 bottles that we shipped 5-13-2015?I am working with QC and as soon as I get more details, I will notify you today and work up a resolution today.?Christopher,Your internal QC is secondary to you guys shipping new lots of High prep to us asap. What is the delay? If you guys Want to continue having us as a customer I suggest the new shipment is processed asap. The problem lot is from the 5-13-15 shipment; Lot [redacted].[redacted]We have treated the customer's complaint according to our internal Customer care standard operating procedure, mostly with diligence and courtesy.The products sold to the customer have to be stored in controlled environment; we do not know if customer maintained these storage conditions. At very least, customer could have returned the "defective" products to us in timely manner. None of that happened.We would have taken these products back, and refund the customers' money, as we knew these products were not defective according to our quality control analysis.The following is our Return policyMagbio Genomics guarantee products are free of detects. Products deemed defective will be replaced by Magbio Genomics free of charge. However, any claims for missing or defective product must be communicated to Magbio (Order SG) [redacted] first in a timely manner. A return authorization number is required for product return to Magbio Genomics. Magbio Genomics may charge a restocking fee on return of non defective Product. All returned products shall be shipped, freight prepaid by Buyer. Magbio Genomics may refuse any product not timely rejected or sought to be returned without a return authorization number.I hope we respond to this complaint with enough clarity and proof that would allow the Revdex.com to draw its own conclusion about the validity of this customers' complaint.Sincerely, Hyacinth NCEO

Dear [redacted],
This is the response to the complaint filed through your organization by [redacted] from [redacted] in Ontario Canada.
Indeed on 5/3/2015 we received [redacted] from [redacted]; order was filled on 5/13/2015. Almost 45 days later on...

6/30/2015, we got a complaint email and call about alleged defective products related to [redacted].The following actions were immediately taken when we received the complaint email:1- Retest the product to make sure it complies with our internal Quality control requirement; what we did. Our internal data from retest matched the one sent to Customers
See related Communication trail...,Robert F[redacted] (Mag Bio Quality Director) From: Christopher O** (mail to: [redacted] @magbiogenom I C. Com Sent: Tuesday, June 30, 20159:44 AM To: [redacted]Co: Robert F[redacted] Subject: RE: High Priority - High Prep DT failure - Callus asapHi [redacted], I am forwarding this to Our Quality Manager. There is a procedure in place which he will address. Best,Christopher O**Mag Bio Genomics, Inc. Tel: ([redacted] || Website: WWW. mag biogenomics. ComData were shared with Customer. [redacted] claimed in his complaint email we have not returned his phone call. The following demonstrated the opposite.From: Christopher O[redacted] @mag blogenomi [redacted]) Sent: Tuesday, June 30, 2015 2:44 PM To: [redacted] Subject: RE: High Priority - High Prep DT failure - Call us asap Importance: HighHi [redacted], | left you a Voicemail. As sales I am Working for you. But procedure wise from QC, they are asking for any data from you on the issue. I am pushing manufacturing to make a new lot for you but I am stopped at what are they manufacturing. If they manufacture with the same specs, then you will have the same issues. Also, did you try all the bottles from the new lot or a 1 or 2 bottles? Please give me something so I can fight for you to get you new lots manufactured.Best,Christopher O**Mag Bio Genomics, Inc. Tel: [redacted] Website: WWW. magbiogenomics. ComFrom: [redacted] (malto:[redacted] Sent: Tuesday, June 30, 2015 2:42 PMTo: Christopher O**Co: Robert F[redacted] Subject: RE: High Priority - HighPrep DT failure - Call us asap- I (Hyacinth) personally called [redacted] on his request on 6/15/2015 at 2:51pm...last call to[redacted]. I left him a message asking him to call me back. He never did.....From: Christopher O** (mail to [redacted] S.C.On Sent: Tuesday, June 30, 2015 2:03 PM To: [redacted]Cc: Robert F[redacted] Subject: RE: High Priority - High Prep DT failure - Callus asapHi [redacted],I am following up and preliminary, QC team are not seeing anything. They said we shipped liters of this lot all over the world and we do not have any incident report.So you have not used any of the 20 bottles that we shipped 5-13-2015?I am working with QC and as soon as I get more details, I will notify you today and work up a resolution today.?Christopher,Your internal QC is secondary to you guys shipping new lots of High prep to us asap. What is the delay? If you guys Want to continue having us as a customer I suggest the new shipment is processed asap. The problem lot is from the 5-13-15 shipment; Lot [redacted]We have treated the customer's complaint according to our internal Customer care standard operating procedure, mostly with diligence and courtesy.
The products sold to the customer have to be stored in controlled environment; we do not know if customer maintained these storage conditions. At very least, customer could have returned the "defective" products to us in timely manner. None of that happened.We would have taken these products back, and refund the customers' money, as we knew these products were not defective according to our quality control analysis.
The following is our Return policy
Magbio Genomics guarantee products are free of detects. Products deemed defective will be replaced by Magbio Genomics free of charge. However, any claims for missing or defective product must be communicated to Magbio (Order SG) [redacted] first in a timely manner. A return authorization number is required for product return to Magbio Genomics. Magbio Genomics may charge a restocking fee on return of non defective Product. All returned products shall be shipped, freight prepaid by Buyer. Magbio Genomics may refuse any product not timely rejected or sought to be returned without a return authorization number.
I hope we respond to this complaint with enough clarity and proof that would allow the Revdex.com to draw its own conclusion about the validity of this customers' complaint.
Sincerely,
Hyacinth NCEO