Chromatography Forum

managed to find contact details for BenW through the website he mentioned, however REDCAT?. how would i get in touch?

Hello Phillhere
Use Australia_Customer_Service@caters.wom (initial letters of the domain have been swapped for anti-spam)

BenW. sent a mail through the website as advised, no answer. possibly filtered out

by your firewall?

aside from that spent most of yesterday in conversation with Waters, and that really feels like a couple of hours of my life I regret wasting.
after talking to three different departments: customer service who were actually polite and friendly, tech support who were polite but a lot less friendly/ helpful , then sales, who made me feel like like I had done something wrong, I am informed that we can't simply have the licences replaced, we have to take out a maintenance contract.
My last part of the conversation with the sales lady, was to ask a couple of questions, and the reply was that she would ring me back in a few minutes, with an answer. Well its been a day now with not a peep.

I just dont get it...
is it that as a company, we are too small to be of interest?
is it that (as the customer service person suggested) that the kind of service you get depends on who you end up with and what mood they are in.
is it that there is a drive to get us to pay to completely replace / upgrade the CDS.
I said it in an earlier post, and i feel it more strongly now, it seem like a concerted attempt to drive us away from using Waters software, which is a shame, because i consider it to be far superior to the other brands out there, however, the likes of Dionex/Chromeleon have never been anything but helpful, and considering the way things have gone with waters, even the service and communications we have with agilent are beginning to look good.

really dissappointed by all this, and just felt the need to share.

finally got the quote from waters.
same price as if we were buying the licences outright.

two words spring to mind.

RIP OFF

sadly there is no other option than to replace the software, as we can do that for less than the extortionate amount waters want to replace the licences we already had.

well done waters customer disservice. another dissastisfied customer pushed towards a rival.
I wonder how long it is before there is no one left. hopefully not too long.