[Histonet] Roche/Ventana rant

[Terri Braud]

My sympathies.  I wish we had never bought the Ventana Ultra.  The constant failures of the dispensers has caused such a headache, and the documentation needed before they will even agree to replace one reagent, and then the fight to obtain a credit for the entire test, not to mention wasted tech time and valuable patient tissue.
Roche - I hope you are watching this.  Your customer service is terrible and you do nothing but try to cover up problems.  Still waiting on my refund from the H.Pylorii recall - 72 tests that had to be repeated!!!
Another unhappy customer.  Terri

Terri L. Braud, HT(ASCP)
Anatomic Pathology Supervisor
Laboratory
Holy Redeemer Hospital
1648 Huntingdon Pike
Meadowbrook, PA 19046
ph: 215-938-3689
fax: 215-938-3874
Care, Comfort, and Heal


-----Original Message-----
From: histonet-request at lists.utsouthwestern.edu [mailto:histonet-request at lists.utsouthwestern.edu] 
Sent: Monday, December 24, 2018 1:00 PM
To: histonet at lists.utsouthwestern.edu
Subject: Histonet Digest, Vol 181, Issue 12

CAUTION : External Email

Send Histonet mailing list submissions to
	histonet at lists.utsouthwestern.edu

To subscribe or unsubscribe via the World Wide Web, visit
	http://lists.utsouthwestern.edu/mailman/listinfo/histonet
or, via email, send a message with subject or body 'help' to
	histonet-request at lists.utsouthwestern.edu

You can reach the person managing the list at
	histonet-owner at lists.utsouthwestern.edu

When replying, please edit your Subject line so it is more specific than "Re: Contents of Histonet digest..."


Today's Topics:

   1. Ventana BenchMark Special Stainer (P Sicurello)


----------------------------------------------------------------------

Message: 1
Date: Mon, 24 Dec 2018 09:31:37 -0800
From: P Sicurello <patpxs at gmail.com>
To: HistoNet <histonet at lists.utsouthwestern.edu>
Subject: [Histonet] Ventana BenchMark Special Stainer
Message-ID:
	<CAPSjddY_h4kXbsT=DkfCm22p1sw87CuCRC_t-CpvWwi7FeVSbQ at mail.gmail.com>
Content-Type: text/plain; charset="UTF-8"

Happy Christmas Eve,

I sit here reading several replies about the failure of GMS stains.  There is one theme that pretty much everyone has mentioned, and I can say we agree with them, Ventana/Roche blames the user and does nothing to help correct this problem.  We have heard the same as everyone else:  User error, blame the wash buffer - make fresh every day, etc, blame everyone and everything except themselves.  We have 3 of the Special Stainers, one of them we have used almost non-stop since November 2015.  It had a problem with Trichrome stains over two years ago, which was fixed by balancing the vortex mixers (they told us it was user error then too).  Now that the machine has been relocated and the software has been upgraded, a machine that rarely, if ever, had a GMS stain fail now fails with regularity.

Ventana/Roche needs to realize that they have a serious problem and not continue to sweep it under the rug.  It's not the wash buffer, it's not the user, it's something else and they do not want to own up to it or help come up with a solution (no pun intended).  We have spent a lot of money on these machines, all the kits they had us throw out because they blamed the kit, all the wash buffer we dumped because they told us we had to make fresh every day (we use these machines so much that the wash buffer does not sit around and get icky), and their response is silence.

Sorry about the rant, but this is bugging me and I had to vent.

Have a safe a wonderful Holiday Season- whatever you celebrate -or don't celebrate.

Sincerely,

Paula Sicurello, HTL (ASCP)CM

Histotechnology Specialist

UC San Diego Health

9300 Campus Point Drive

La Jolla, CA 92037
(P): 858-249-5610



*Confidentiality Notice*: The information transmitted in this e-mail is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material.  Any review, retransmission, dissemination or other use of or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited.  If you received this e-mail in error, please contact the sender and delete the material from any computer.


------------------------------

Subject: Digest Footer

_______________________________________________
Histonet mailing list
Histonet at lists.utsouthwestern.edu
http://lists.utsouthwestern.edu/mailman/listinfo/histonet

------------------------------

End of Histonet Digest, Vol 181, Issue 12
*****************************************