ScienCell Research Laboratories Inc

Dear Ms*** *** I have received your letter this morning
regarding the *** ***complaintThe attached files are the documents that my sales associate *** *** prepared as supplement for my response to the complaint*** is the person who has most the knowledge on the complaint since he processed *** order and communicated directly with the customerFurthermore, our QC department had investigated the complaint and concluded that our products have no quality issue. I spoke to *** *** on January 19th, *** told me that he purchased human oral keratinocytes from ScienCell and did not cultured them in a CO2incubatorThe cells grew slowly for two weeks and then he sub-cultured the cells on the second weekAfter sub-culture, all the cells were deadI explained to *** that 1) the cells growing slow could be the medium pH problem since you were not using a CO2 incubator; 2) the cells dying after sub-culture might be caused by over-trypsinization (which was his skill problem). For generosity, I offered him a free vial of cells for him to complete his experimentIf *** had a technical problem culturing the cells, I further offered him a live culture that I could ask our technician to culture the cells at ScienCell and deliver the live culture to himI also forwarded my offer to ***olas *** and asked him to send an email to *** *** (see attachment)During the phone call, *** complained that the cell product sheet does not indicate the requirement of a CO2 incubatorI explained him that it is the basic knowledge to use a CO2 incubator for mammalian cell cultureThe use of CO2 incubator does not mean cells require CO2 for survival, it is the medium that requires CO2 for pH balance, whereas our medium product sheet does indicate the use of CO2 incubator*** should have read all product sheets (cell and medium) carefully before starting the cultureIf he had read all product sheets and followed our protocols, he would know that a CO2 incubator is required for the cultureAs our QC manager explained to him during previous email communication, our products (cells and medium) do not have quality issue(s) and therefore, the refund request was declined. For this complaint, ScienCell did nothing wrong and we have done our best to support our customersThe customer purchased our cells and medium, cells need medium for survival in culture and medium need a CO2 incubator for the optimal pHOur medium product sheet does indicate the requirement of CO2incubatorOur cells are only warranted if ScienCell media and reagents are used and the recommended protocols are followedFailure to follow recommended protocols voids the warranty of the cellsPlease let me know if you have further questions. Sincerely,***

Hello - This email is to verify that I am authorized to file this complaint on behalf of my firm, [redacted].  I am the President/CEO and a co-owner of [redacted].  [redacted] MBAPresident/CEO