Hach Company Customer Service Issues

Dear Forum Members, I have reached out three times to both Mr. Fallah and Ms. White requesting a quote for a product we urgently need. Despite emphasizing the importance and time-sensitivity of this request, I have yet to receive any response. The first request was on 4/2/19 to Mr. Fallah, followed by a second request on 4/4/19 to Ms. White, and a third request on 4/11/19 to Mr. Fallah. I have discussed with Ms. White the possibility of sending an RFQ to set up quotes and an account as we spend approximately $6K per month and are looking to expand our vendors to include HACH. However, I have refrained from sending the RFQ as I was still awaiting the urgent quote initially requested. I am disappointed with the level of customer service I have received thus far. Best regards, Kaylynn N. Laboratory Technician V OCI Iowa Fertilizer [redacted] 180th Street Wever, IA [redacted] [redacted] [redacted]

I am currently located at the Georgia Pacific paper mill in Camas, Washington. We are experiencing issues with our Hach [redacted] silica analyzer, specifically displaying 'Unable to Calib' after a successful calibration last week. Upon inspection, the reagent bottles are pressurized, and flow to the cell is evident during a reagent purge except for the standard. I have confirmed flow up to the reagent valve but have not tested further to avoid potential damage as the tubing has not been replaced since [redacted]. Attempted to check the valve's voltage from the terminal strip, but no voltage readings are showing. Although the unit is still able to measure silica, it is unable to calibrate, prompting the need for further troubleshooting.