ComplaintsforFormulatrix, LLC
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Complaint Details
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Initial Complaint
10/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The Formulatrix MANTIS Liquid Handler is marketed as a small, fast, and accurate automated liquid dispenser that works with many reagents, including organic chemicals, and does not require pipette tips. Although the MANTIS is primarily used for PCR and biological assay dispensing, ******** purchased it for ~$75,834 in October 2021 with intent to use it to dispense organic chemicals. This intended use was clearly and openly communicated to Formulatrix (including sales, operations, and R&D staff) before, during, and after the device purchase and installation, and Formulatrix assured ******** multiple times that the MANTIS worked with the organic chemicals of interest for ********. Moreover, Formulatrixs website showed a Reagent Compatibility list containing many organic chemicals ******** planned to use with the instrument, and a Formulatrix Product Manager even specifically confirmed that MANTIS PFE chips were "safe for all [********'s] reagents" in a list of organic chemical reagents that ******** had submitted to Formulatrix for review prior to ******** ever using them with the device. However, despite these assurances, ******** experienced at least three separate failures where the MANTIS aspirated reagents (including water and organics) to be dispensed into the internal device machinery, leading to multiple critical errors, including one catastrophic failure where the MANTIS could no longer function, requiring repair. These events were due to a major product design flaw and resulted in high project waste (>$50,000) and delays as ******** worked with Formulatrix to replace the MANTIS twice and troubleshoot the issues. The MANTIS hasnt met the operational requirements or workload expected from the initial purchase. Thus, the ******** team tried returning this device to ********************** for a full refund, but Formulatrix repeatedly denied any responsibility for their product performance and marketing claims and refused to provide a refund for the defective product.Customer response
10/31/2022
I have not heard from the business in response to my complaint.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.