Been waiting over 2 weeks and heard nothing?

Discussion in 'Triton Applied Reef Bioscience' started by Tim@Triton, Nov 30, 2017.

  1. Tim@Triton

    Tim@Triton Well-Known Member R2R Supporter Platinum Sponsor

    Joined:
    Oct 31, 2014
    Messages:
    586
    Likes Received:
    400
    Location:
    Liverpool UK
    US customers, if any of you are waiting for analysis and have been two weeks without an scan email update please contact me at tim@triton.de

    Unfortunately we have had a shipment of samples held at customs.

    Please email with your ID number and we will send you a replacement test kit.

    Sorry for the inconvenience this has caused but it is not something we can control.

    *Note, all other shipments have gone through as normal*
     
    Ergodyne likes this.
    Tags:

  2. nukinfuts72

    nukinfuts72 Member R2R Supporter

    Joined:
    Oct 27, 2017
    Messages:
    59
    Likes Received:
    23
    Location:
    Midlothian VA
    Email sent
     
  3. Dubs83

    Dubs83 Active Member Build Thread Contributor NJRC Member

    Joined:
    Jul 13, 2016
    Messages:
    220
    Likes Received:
    194
    Location:
    New Jersey
    Email sent
     
  4. needbiggertanks

    needbiggertanks Well-Known Member

    Joined:
    Dec 14, 2016
    Messages:
    594
    Likes Received:
    558
    Location:
    St. Paul MN
    Thanks for reaching out
     
  5. Shameless_Dood

    Shameless_Dood Active Member Build Thread Contributor

    Joined:
    Oct 10, 2016
    Messages:
    196
    Likes Received:
    168
    It probably doesn't apply here, but I have one that has been "On it's way" to the California Po Box for over a week, when they said it would be delivered Monday. This would be the second one lost in transit for me in a short period of time.
     
  6. Tim@Triton

    Tim@Triton Well-Known Member R2R Supporter Platinum Sponsor

    Joined:
    Oct 31, 2014
    Messages:
    586
    Likes Received:
    400
    Location:
    Liverpool UK
    Yes, yours is most likely still ok, the barcode scanner has only just arrived at the new address so that arrival email would not have been sent out, you will get the arrival at the lab email very soon all being well. If however you don't hear anything back after two week then please send me an email.
     
  7. PiscesPower

    PiscesPower All your anemones are belong to me R2R Supporter Reef Tank 365 Build Thread Contributor Partner Member 2018

    Joined:
    Mar 19, 2017
    Messages:
    663
    Likes Received:
    551
    Location:
    Pacific North West
    Got my replacement test the other day. Thanks Tim.
     
    Tim@Triton likes this.
  8. Want2BS8ed

    Want2BS8ed Active Member R2R Supporter

    Joined:
    Dec 29, 2015
    Messages:
    341
    Likes Received:
    290
    Location:
    Terminally Lost
    @Tim@Triton.de, it's been over two months, when will the scanner in California be operational? Sent a sample in a couple of days shy of 2 weeks ago and still no acknowledgement it's in your system.

    Thanks,

    M
     
  9. Want2BS8ed

    Want2BS8ed Active Member R2R Supporter

    Joined:
    Dec 29, 2015
    Messages:
    341
    Likes Received:
    290
    Location:
    Terminally Lost
  10. Want2BS8ed

    Want2BS8ed Active Member R2R Supporter

    Joined:
    Dec 29, 2015
    Messages:
    341
    Likes Received:
    290
    Location:
    Terminally Lost
    @Tim@Triton

    At the lack of response should we begin questioning why the company that pioneered the most sophisticated commercial testing regime in the aquarium industry can't get a simple scanner working?

    2 week's ago I placed 2 samples in my mailbox. Both had to go to California before being shipped to Germany for testing. Your competition had results back in 10-days. I have heard nothing from Triton.

    Recall this is not the first time you and I have corresponded over missing/delayed samples in the past several months.

    M
     
  11. csockwell

    csockwell Member

    Joined:
    Aug 22, 2012
    Messages:
    25
    Likes Received:
    14
    Location:
    Ardmore, AL, USA
    Have you reached out to them directly? For sure the scanner should be fixed, but its common knowledge they've had some other major issues that they are working out.
     
  12. Want2BS8ed

    Want2BS8ed Active Member R2R Supporter

    Joined:
    Dec 29, 2015
    Messages:
    341
    Likes Received:
    290
    Location:
    Terminally Lost
    Thanks, I do sincerely appreciate the help, but @Tim@Triton is not answering me on purpose because I keep pointing out the hypocrisy of Triton's public statements regarding those issues you mention.

    The facility in California and the scanner being just one more example where Triton has over promised and under delivered.

    They do have some major problems they are working on and Triton has yet to accept the two largest are transparency and an effective communication program.

    M
     
  13. Tim@Triton

    Tim@Triton Well-Known Member R2R Supporter Platinum Sponsor

    Joined:
    Oct 31, 2014
    Messages:
    586
    Likes Received:
    400
    Location:
    Liverpool UK
    Sorry I have not been here to respond to you in a timely manner as I have had to take some personal time this week.

    As for me not answering you on purpose, I think you read into things a little too much. People need to understand that as a small family run company based on the other side of the world we do not have the capability to respond instantly to all posts on forums, Facebook, personal texts 24 hours a day 7 days a week. We are still people after all, not machines.

    Now to answer your original post, if you have not heard anything from your sample within 2 weeks then it is generally safe to say that there has been an issue with the postage. Once the two-week threshold has passed then we offer to replace your lost kit free of charge. Being that our preferred form of communication is email I would suggest that if ever you have any questions regarding the status of a sample then you should email hello@triton.de or if you want me direct then it's tim@triton.de I will always try to answer every email within 24hours, often a lot quicker but please remember the time difference, take now for example, I am writing this to you at half past midnight when I should be wrapped up in bed.....
     
    needbiggertanks and DSC reef like this.
Draft saved Draft deleted

Share This Page

  1. This site uses cookies to help personalise content, tailor your experience and to keep you logged in if you register.
    By continuing to use this site, you are consenting to our use of cookies.
    Dismiss Notice
Loading...