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Envelope-to: rcruz@sapasequipment.com
Delivery-date: Fri, 03 Mar 2023 07:27:40 -0400
Date: Fri, 3 Mar 2023 11:26:57 +0000 (GMT)
From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com>
To: "rcruz@sapasequipment.com" <rcruz@sapasequipment.com>
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Subject: RE: MD 384 Troubleshooting - Missing Priming Vessel [
 ref:_00D606yt2._5004z1mR4mK:ref ]
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 root\@localhost for details.
 Content preview: Thank you for your kind words, I am so sorry if you cannot
 get the instruments to work. Reach out to me going forward now that you have
 my contact information. It was my pleasure to try and help as I work specifically
 with these units. 
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Thank you for your kind words, I am so sorry if you cannot get the instrume=
nts to work.

Reach out to me going forward now that you have my contact information. It =
was my pleasure to try and help as I work specifically with these units.

Stay safe and be well!

Diane Baraket
Technical Applications Scientist III, Commercial Global Service and Support
Life Sciences Solutions Group
Thermo Fisher Scientific
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345
applications.alhd@thermofisher.com
www.thermofisher.com

--------------- Original Message ---------------
From: [rcruz@sapasequipment.com]
Sent: 3/2/2023 5:32 PM
To: applications.alhd@thermofisher.com
Subject: RE: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606y=
t2._5004z1mR4mK:ref ]

Thanks Diane,

I think we took the units as far as we could.

Your customer/tech support is excellent.

I believe I filled out a review for you but if not send me the link so I ma=
y do so.

Best

Rich

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com>
Sent: Thursday, March 2, 2023 4:27 PM
To: rcruz@sapasequipment.com
Subject: RE: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606y=
t2._5004z1mR4mK:ref ]

Hi Rich,

If you can get the sensors then that would make sense to be the next step. =
We no longer have any parts for these models as they were discontinued back=
 in 2014 and replacement parts are obsolete since end of service life in 20=
21.

You can try to see if you can buy through any third party seller which migh=
t have MD 384's for sale. You might have to purchase the entire unit to get=
 parts. Unless they have some for sale, typically they only sell complete u=
nits.

Sorry for the inconvenience.

If you do decide to purchase newer units let me know and I can put you in t=
ouch with your sales rep. If buying multiples you could get  better deal.

Stay safe and be well.

--------------- Original Message ---------------
From: [rcruz@sapasequipment.com]
Sent: 3/2/2023 4:55 PM
To: applications.alhd@thermofisher.com
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D=
606yt2._5004z1mR4mK:ref ]

Hi Diane,

So we cleaned out the sensor area( with compressed air and q-tips with alco=
hol).  Initially it worked intermittently but now it wont work.  I would th=
ink the next thing is to replace the sensors?

Best

Rich

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com>
Sent: Thursday, March 2, 2023 10:36 AM
To: rcruz@sapasequipment.com
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D=
606yt2._5004z1mR4mK:ref ]

Rich,

Please let me know how it works out either way?

Diane Baraket

--------------- Original Message ---------------
From: [rcruz@sapasequipment.com]
Sent: 3/2/2023 11:18 AM
To: applications.alhd@thermofisher.com
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D=
606yt2._5004z1mR4mK:ref ]

Hi Diane,

Great information!  We will clean to sensor and hopefully resolve the issue=
.

Best

Rich

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com>
Sent: Thursday, March 2, 2023 10:08 AM
To: rcruz@sapasequipment.com
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D=
606yt2._5004z1mR4mK:ref ]

Hello Rich,

Check that the priming vessel is firmly inserted next to the plate carrier.=
 The Multidrop 384 will not operate if the priming vessel is not completely=
 inserted into its slot. Otherwise the sensors are dirty.

1. If an error is detected, the response is one of the following:
ER5<CR><LF> The priming vessel is not inserted into its slot.

2. The error LED operates when trying to prime
The priming vessel is not present. - Insert the priming vessel.
There is dirt in the priming vessel - Clean the priming vessel senso
sensor.

I am attaching the user manual for you as there are some troubleshooting su=
ggestions.

Unfortunately the MD 384 instruments have reached there end of service life=
 (EOSL). The field service engineers (FSE) / in-house service depots can no=
 longer support mechanical repairs due to the unavailability of the necessa=
ry components to get the instrument back up and running properly.

You would need to replace these units with a newer model if you cannot get =
them back up and running.

I will reach out to see if Service can entertain your question and get back=
 to you if they provide any other suggestions.

Best,
Diane Baraket
Technical Applications Scientist III, Commercial Global Service and Support
Life Sciences Solutions Group
Thermo Fisher Scientific
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345
applications.alhd@thermofisher.com
www.thermofisher.com

--------------- Original Message ---------------
From: [rcruz@sapasequipment.com]
Sent: 3/1/2023 7:29 PM
To: applications.alhd@thermofisher.com
Subject: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606y=
t2._5004z1mR4mK:ref ]

Hello again Diane,

So we actually have the priming vessel but it is continues with the same pr=
oblem.  Unit will try to move to the left but cannot continue and displays =
the ERROR message.

Would appreciate any insight on what else it could be.  We have four of the=
se units with the same problem.

Thanks,

Rich

From: rcruz@sapasequipment.com <rcruz@sapasequipment.com>
Sent: Tuesday, February 28, 2023 12:38 PM
To: 'rcruz@sapasequipment.com' <rcruz@sapasequipment.com>
Subject: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606y=
t2._5004z1mR4mK:ref ]

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com>
Sent: Thursday, February 9, 2023 9:05 AM
To: rcruz@sapasequipment.com
Subject: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._=
5004z1mR4mK:ref ]

Hi Richard,

Sorry if this a duplicate I was trying to send you an email and I was havin=
g difficulty and not sure if it sent.

Thank you for your inquiry.
It was a such a pleasure speaking with you earlier.

I=92m Diane Baraket, primary application scientist / technical support cont=
act for the Multidrop Combi Reagent Dispensers, the Versette Automated Liqu=
id Handler and Legacy Matrix products such as the PlateMates, Hydra and Wel=
lMate units. It is nice to meet you. A little about me and my services I ca=
n offer. I am here to support your research as Thermo Fisher Scientific sup=
ports a large range of laboratory products from consumables, safety supplie=
s, lab equipment, and more. I can assist you with product applications and =
software support, product recommendations and help with any complimentary e=
quipment/supplies to ensure you get the most out of your workflow needs. If=
 you require special pricing and quotes, I can bring in your specific sales=
 / service rep as well to provide you a =93one stop shopping=94 experience.

Please keep my information going forward in case you have any inquires on t=
he specific product lines noted above. You can reach me directly by using t=
he email address my signature below, or simply reply to this email.
-------------

I was able to locate the part number for the priming vessel you need for th=
e instrument. I attached the user manual for your reference to have on hand=
 in case you need to look up anything in the future.

I also attached the brochure in case you need to update your unit at some p=
oint, feel free to contact me to assist once that time comes applications.a=
lhd@thermofisher.com

1046240  Priming vessel, one cavity

Replacement parts are not on the website to purchase, only accessories.
If you are looking to purchase replacement parts, please order it through t=
he customer portal below:
https://www.labequipmentparts.com/labware/models.aspx?b=3D2281&f=3D36

I was able to locate the item using the link below and it looks like it is =
available for a cost of $47 USD
https://www.labequipmentparts.com/search/searchLabware.aspx

If they do not have the parts available, then you can reach out to work wit=
h the Technical Service team directly to place an order; quotes are availab=
le upon request. Have serial number of the instrument available
800-438-4851
TechSupport.LED.Asheville@thermofisher.com

Reach out as needed now that you have my contact info! Pleasure to assist a=
nytime!

Thank you for contacting Thermo Fisher Scientific, Technical Support.
In our drive to continuously improve our service and support, you may recei=
ve a short survey regarding your interaction with us. If you receive this s=
urvey invitation, we would highly appreciate a moment of your time to provi=
de us with your valuable feedback. Thank you!

We apologize for any delays in response. Currently there is unprecedented d=
emand for our COVID-19 products and services. We are working every day with=
 our facilities, partners and providers to minimize delays and ensure your =
orders are fulfilled, and all technical / customer service inquires are res=
ponded to as quickly as possible. We appreciate your patience as response t=
imes are delayed.

ref:_00D606yt2._5004z1mR4mK:ref

------=_Part_360_698207845.1677842817822
Content-Type: text/html; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit

<html>
<head>
	<title></title>
</head>
<body lang="EN-US" style="overflow-wrap: break-word; height: auto; min-height: auto;">Thank you for your kind words, I am so sorry if you cannot get the instruments to work. 
 
Reach out to me going forward now that you have my contact information. It was my pleasure to try and help as I work specifically with these units. 
 
Stay safe and be well! 
 
Diane Baraket 
Technical Applications Scientist III, Commercial Global Service and Support 
Life Sciences Solutions Group 
Thermo Fisher Scientific 
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345 
applications.alhd@thermofisher.com 
www.thermofisher.com 
 
 
--------------- Original Message --------------- 
From: [rcruz@sapasequipment.com] 
Sent: 3/2/2023 5:32 PM 
To: applications.alhd@thermofisher.com 
Subject: RE: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ] 
 
<meta content="text/html; charset=us-ascii"><meta content="Microsoft Word 15 (filtered medium)" name="Generator">
<div class="WordSection1">
Thanks Diane,

&nbsp;

I think we took the units as far as we could.&nbsp;

&nbsp;

Your customer/tech support is excellent.&nbsp;

&nbsp;

I believe I filled out a review for you but if not send me the link so I may do so.&nbsp;

&nbsp;

Best

Rich

&nbsp;

<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
From: ALH NA Technical Support Group1 &lt;applications.alhd@thermofisher.com&gt; 
Sent: Thursday, March 2, 2023 4:27 PM 
To: rcruz@sapasequipment.com 
Subject: RE: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ]
</div>
</div>

&nbsp;

Hi Rich, 
 
If you can get the sensors then that would make sense to be the next step. We no longer have any parts for these models as they were discontinued back in 2014 and replacement parts are obsolete since end of service life in 2021. 
 
You can try to see if you can buy through any third party seller which might have MD 384&#39;s for sale. You might have to purchase the entire unit to get parts. Unless they have some for sale, typically they only sell complete units. 
 
Sorry for the inconvenience. 
 
If you do decide to purchase newer units let me know and I can put you in touch with your sales rep. If buying multiples you could get&nbsp; better deal. 
 
Stay safe and be well. 
 
Diane Baraket 
Technical Applications Scientist III, Commercial Global Service and Support 
Life Sciences Solutions Group 
Thermo Fisher Scientific 
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345 
<a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
<a href="http://www.thermofisher.com" shape="rect" target="_blank">www.thermofisher.com</a> 
 
 
--------------- Original Message --------------- 
From: [rcruz@sapasequipment.com] 
Sent: 3/2/2023 4:55 PM 
To: <a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ] 
 
&nbsp;

<div>
Hi Diane,

&nbsp;

So we cleaned out the sensor area( with compressed air and q-tips with alcohol).&nbsp; Initially it worked intermittently but now it wont work.&nbsp; I would think the next thing is to replace the sensors?

&nbsp;

Best

Rich

&nbsp;

<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
From: ALH NA Technical Support Group1 &lt;<a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a>&gt; 
Sent: Thursday, March 2, 2023 10:36 AM 
To: <a href="mailto:rcruz@sapasequipment.com" shape="rect" target="_blank">rcruz@sapasequipment.com</a> 
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ]
</div>
</div>

&nbsp;

Rich, 
 
Please let me know how it works out either way? 
 
Diane Baraket 
 
--------------- Original Message --------------- 
From: [rcruz@sapasequipment.com] 
Sent: 3/2/2023 11:18 AM 
To: <a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ] 
 
&nbsp;

<div>
Hi Diane,&nbsp;

&nbsp;

Great information!&nbsp; We will clean to sensor and hopefully resolve the issue.&nbsp;

&nbsp;

Best

Rich

&nbsp;

<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
From: ALH NA Technical Support Group1 &lt;<a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a>&gt; 
Sent: Thursday, March 2, 2023 10:08 AM 
To: <a href="mailto:rcruz@sapasequipment.com" shape="rect" target="_blank">rcruz@sapasequipment.com</a> 
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ]
</div>
</div>

&nbsp;

Hello Rich, 
 
Check that the priming vessel is firmly inserted next to the plate carrier. The Multidrop 384 will not operate if the priming vessel is not completely inserted into its slot. Otherwise the sensors are dirty. 
 
1. If an error is detected, the response is one of the following: 
ER5&lt;CR&gt;&lt;LF&gt; The priming vessel is not inserted into its slot. 
 
2. The error LED operates when trying to prime 
The priming vessel is not present. -&nbsp;Insert the priming vessel. 
There is dirt in the priming vessel -&nbsp;Clean the priming vessel senso 
sensor. 
 
I am attaching the user manual for you as there are some troubleshooting suggestions. 
 
Unfortunately the MD 384 instruments have reached there end of service life (EOSL). The field service engineers (FSE) / in-house service depots can no longer support mechanical repairs due to the unavailability of the necessary components to get the instrument back up and running properly. 
 
You would need to replace these units with a newer model if you cannot get them back up and running. 
 
I will reach out to see if Service can entertain your question and get back to you if they provide any other suggestions. 
 
 
Best, 
Diane Baraket 
Technical Applications Scientist III, Commercial Global Service and Support 
Life Sciences Solutions Group 
Thermo Fisher Scientific 
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345 
<a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
<a href="http://www.thermofisher.com" shape="rect" target="_blank">www.thermofisher.com</a> 
 
 
--------------- Original Message --------------- 
From: [rcruz@sapasequipment.com] 
Sent: 3/1/2023 7:29 PM 
To: <a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
Subject: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ] 
 
&nbsp;

<div>
Hello again Diane,

&nbsp;

So we actually have the priming vessel but it is continues with the same problem.&nbsp; Unit will try to move to the left but cannot continue and displays the ERROR message.

&nbsp;

Would appreciate any insight on what else it could be.&nbsp; We have four of these units with the same problem.

&nbsp;

Thanks,

Rich

&nbsp;

<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
From: <a href="mailto:rcruz@sapasequipment.com" shape="rect" target="_blank">rcruz@sapasequipment.com</a> &lt;<a href="mailto:rcruz@sapasequipment.com" shape="rect" target="_blank">rcruz@sapasequipment.com</a>&gt; 
Sent: Tuesday, February 28, 2023 12:38 PM 
To: &#39;rcruz@sapasequipment.com&#39; &lt;<a href="mailto:rcruz@sapasequipment.com" shape="rect" target="_blank">rcruz@sapasequipment.com</a>&gt; 
Subject: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ]
</div>
</div>

&nbsp;

<div>
<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
From: ALH NA Technical Support Group1 &lt;<a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a>&gt; 
Sent: Thursday, February 9, 2023 9:05 AM 
To: <a href="mailto:rcruz@sapasequipment.com" shape="rect" target="_blank">rcruz@sapasequipment.com</a> 
Subject: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ]
</div>
</div>

&nbsp;

Hi Richard, 
 
Sorry if this a duplicate I was trying to send you an email and I was having&nbsp;difficulty and not sure if it sent. 
 
Thank you for your inquiry. 
It was a such a pleasure speaking with you earlier. 
 
I&rsquo;m Diane Baraket, primary application scientist / technical support contact for the Multidrop Combi Reagent Dispensers, the Versette Automated Liquid Handler and Legacy Matrix products such as the PlateMates, Hydra and WellMate units. It is nice to meet you. A little about me and my services I can offer. I am here to support your research as Thermo Fisher Scientific supports a large range of laboratory products from consumables, safety supplies, lab equipment, and more. I can assist you with product applications and software support, product recommendations and help with any complimentary equipment/supplies to ensure you get the most out of your workflow needs. If you require special pricing and quotes, I can bring in your specific sales / service rep as well to provide you a &ldquo;one stop shopping&rdquo; experience. 
 
Please keep my information going forward in case you have any inquires on the specific product lines noted above. You can reach me directly by using the email address my signature below, or simply reply to this email. 
------------- 
 
I was able to locate the part number for the priming vessel you need for the instrument. I attached the user manual for your reference to have on hand in case you need to look up anything in the future. 
 
I also attached the brochure in case you need to update your unit at some point, feel free to contact me to assist once that time comes&nbsp; <a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
 
1046240&nbsp; Priming vessel, one cavity 
 
Replacement parts are not on the website to purchase, only accessories. 
If you are looking to purchase replacement parts, please order it through the customer portal below: 
<a href="https://urldefense.com/v3/__https:/www.labequipmentparts.com/labware/models.aspx?b=2281&f=36__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8MlWjP50ZHuV37gNjST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxe1hjZF9w$" shape="rect" target="_blank">https://www.labequipmentparts.com/labware/models.aspx?b=2281&amp;f=36</a> 
 
I was able to locate the item using the link below and it looks like it is available for a cost of $47 USD 
<a href="https://urldefense.com/v3/__https:/www.labequipmentparts.com/search/searchLabware.aspx__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8MlWjP50ZHuV37gNjST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxeO87AzAw$" shape="rect" target="_blank">https://www.labequipmentparts.com/search/searchLabware.aspx</a> 
 
If they do not have the parts available, then you can reach out to work with the Technical Service team directly to place an order; quotes are available upon request. Have serial number of the instrument available 
800-438-4851&nbsp; 
<a href="mailto:TechSupport.LED.Asheville@thermofisher.com" shape="rect" target="_blank">TechSupport.LED.Asheville@thermofisher.com</a> 
 
Reach out as needed now that you have my contact info! Pleasure to assist anytime! 
 
Thank you for contacting Thermo Fisher Scientific, Technical Support. 
In our drive to continuously improve our service and support, you may receive a short survey regarding your interaction with us. If you receive this survey invitation, we would highly appreciate a moment of your time to provide us with your valuable feedback. Thank you! 
 
 
We apologize for any delays in response. Currently there is unprecedented demand for our COVID-19 products and services. We are working every day with our facilities, partners and providers to minimize delays and ensure your orders are fulfilled, and all technical / customer service inquires are responded to as quickly as possible. We appreciate your patience as response times are delayed. 
 
Best, 
Diane Baraket 
Technical Applications Scientist III, Commercial Global Service and Support 
Life Sciences Solutions Group 
Thermo Fisher Scientific 
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345 
<a href="mailto:applications.alhd@thermofisher.com" shape="rect" target="_blank">applications.alhd@thermofisher.com</a> 
<a href="http://www.thermofisher.com/" shape="rect" target="_blank">www.thermofisher.com</a> 
 
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