2nd time- frustrated by Triton again !!!!

[vetteguy53081]

This will be the second time of three I have sent in a water sample (ICP tests) to triton and THEY LOST IT !!. . . .literally.
I contacted them day 9 after no results sent and TODAY is day #30. I have heard every lie from them and now NO REPLIES.



#1 -Our lab still has not received your test. We have provided them with your details so if it turns up they can connect the barcodes to your account and you will receive your results.


Best regards,
Julian Baggio BSc
Head of Science Division Australia


#2 -


This is very disappointing. I have stuff going on in my tank and this will be the 2nd time a water sample has been lost btt Triton and these test kits are not cheap in costs

Sent from my iPhone

#3 -
I understand your frustration but it is the US postal service that has lost your tests not TRITON. Our lab in the US has not received your water sample.
If you have a tracking number with the postal service can you ask them if it is was delivered.

Best regards,
Julian Baggio BSc
Head of Science Division Australia


#4 -
Your item was delivered to the front desk, reception area, or mail room at 12:38 pm on September 9, 2019 in VAN NUYS, CA 91406.

Status
Delivered
September 9, 2019 at 12:38 pm
Delivered, Front Desk/Reception/Mail Room
VAN NUYS, CA 91406


#5 -
Thank you for this information. This is very helpful.
I will pass these details on to the lab and see if this assists them in finding your water sample. Just to confirm that you did link the barcode to your account. Is this correct?


Best regards,
Julian Baggio BSc
Head of Science Division Australia

#6 -
I can understand your frustration especially with corals bleaching in your tank. I a still hopeful that you will get results from the test you have shipped and the beauty of ICP is that the elements remain the same regardless of the time. I understand that your need for answers makes the reliance on results time critical but they will be valid nonetheless.

What information can you provide me with in the meantime that may help me to provide you with advice to prevent further stock loss. Can you describe your system and water parameters. Pictures are worth 1000 words so if you could send me some pictures of your system and coral may be able to help in the meantime.

Best regards,
Julian Baggio BSc
Head of Science Division Australia

#7 -
Tank is a transfer 3 months ago. All were great. I did have some Dino which I defeated and followed by light cyano.
Mag at 1330, CA at 430 and DKH at 9.5 My salinity due to false reading is at 1028, was at 1.030 which is HIGH but gradually coming down. I did switch lighting but think there is more to it why I sent in water sample. I need results ASAP.

#8 -
Thanks for the pictures and your water parameters. Nice tank.
One question. Do you run carbon and if so how often do you change it over? I ask as I see that you have several large, very healthy, soft corals and these can release chemicals that will stress Acropora. I always advise clients to be careful of keeping SPS corals with soft corals.
The lab has found your water sample and I hope you will have your results in the next day or two.

Best regards,
Julian Baggio BSc
Head of Science Division Australia

#9 -
Just wanted to be clear that our US lab has found the water sample and it will now be sent to Germany for analysis. It will actually take 3-4 days for testing (not 1-2 like I said) so please be a little bit more patient. The elements in your water remain the same regardless of the delay so your test results will still be very informative.

I look forward to seeing your results so please let me know as soon as they are received and we can discuss how to proceed from there.

Best regards,
Julian Baggio BSc
Head of Science Division Australia

#10 -

Fri 9/27/2019 9:51 PM

• • TRITON Customer Service



Ive yet to see results



Today makes one month and exactly one week when they stated the results would arrive in 3-4 days. Im not buying that . . . . one month old water will produce good and accurate results !!

I just sent them this message:


TODAY MAKES one month SINCE WATER RECIEVED. MY TANK COULD BE DEAD AND APPARENTLY IT WOULD NOT MATTER. I sent sample to you because I needed results ASAP, nit a month later. I HAVE SO MUCH TRITON PRODUCT HERE AT HOME AND NOW REGRET IT.
One of the biggest let-downs in this industry is being lied to by a manufacturer especially since I owned a full line pet store for 12+ years !!

You stated results in 3-4 days and its been well over a week.

I have no belief in triton and its' purpose at this point !!!

 

[vetteguy53081]

To add fuel to the fire. . . They responded to the note this morning, and can you believe this Unproffesionalism ????

It would seem that the sample they found was not your water sample. Unfortunately, as the barcode was not registered against your USER ID it does cause complications even after the sample has been received.
I am here to provide solutions to problems so I can only ask that, if you decide to test again with us, please make sure to do the following:

1) Link the barcode to your USER ID and aquarium before you send the sample in the mail.

2) If you cannot link the barcode then write your USER ID and aquarium letter (55555-A) on both vials before posting. Also write the same information on the package as a backup.

I understand if you decide not to use TRITON in the future but if you follow these instructions I am sure that you will not have any issues in the future.

If you decide to proceed with using TRITON I will happily send you another free ICP test to account for the cost of postage and inconvenience.


Thanks and regards,
Julian Baggio BSc
Head of Science Division Australia

 

[vetteguy53081]

ATI is about to gain a new customer who spends good money on his systems

 

[Crabs McJones]

This thread is in vendor feedback. Outside comments are not permitted with exception to linking to your own feedback about the same vendor Triton @Tim@Triton

Thank you,

Crabs