Dear Mr. Spanier,
I am writing to express my gratitude for the service we obtained from your fine staff. I am the Laboratory Technical Manager at Arte!. Earlier this year we evaluated density meters to add to our instrumentation pool. We were very impressed with the knowledge and support we received from Mike Pierpont during the evaluation period and based on his presentation we decided to purchase the Rudolph Research Analytical DDM2911 Plus. It was acquired in May of this year and was working very well for us. In September we noticed a drift in our results and recalibrated the unit. Shortly after that we started having consistent problems. As usual, the timing couldn’t have been worst as we are in the midst of transferring a new product that requires accurate relative density measurements. Our QC Technician called for support and was helped by John Ciccarella and Mark Mound who spent hours with her trying to determine the cause of the issue. When they were unable to correct the problem they shipped a new unit overnight and Mike Pierpont was able to reschedule his flights and arrived the following day to perform the IQ and 00. We have many pieces of analytical equipment in our lab and I have worked in the laboratory field for 32 years and your company has what I would consider one of the highest levels of customer support that I have encountered. It is obvious that addressing the needs of your customers is a priority for your staff, and for that I commend you. It has been a pleasure working with your team and every detail has been addressed quickly and efficiently. I want to thank you for providing us with the service and support that is rarely seen these days, and the dedicated staff that worked with us. The new instrument is working well and all the paperwork was complete and signed off. I look forward to a long relationship with Rudolph Research Analytical and commend you on your exceptional team and quality product.
Laboratory Technical Manager