Schneider Laboratories Global, Inc.

Good afternoon, The purpose of this email is to provide documentation as to how Schneider Laboratories Global, Inc(SLGI) feels as though this complaint has been resolved to the best of our ability. *** *** purchased a home testing kit through *** ***
*** (***)/*** ***, who is a customer of oursWhen the home testing kits are purchased through ***’s company, payment is made directly to them, and we are the analytical laboratory that analyzes the samples. We received this test kit on February 24th, 2017, and when we received it, there were multiple samples included with the customer’s testing kitEach time we receive a testing kit purchased from ***, we have to verify if the customer purchased a single or multi packIf the customer has purchased a single pack, SLGI then contacts the kit customer directly to verify if they would like all samples analyzed for an additional fee (additional payment for extra samples is made directly to SLGI), or if they would only like to have the sample analyzed that is included in the cost of the single pack kit. Attached to this email are email chains with our contact at ***/Lew Corp, ***, who handles their testing kitsI sent an email on 2/24/(date we received the customer’s kit) to verify if this was a single or multi pack, and *** confirmed that it was purchased as a single pack. From there, my colleague Andrew B***, and myself, made numerous attempts to get into contact with the customer in regards to the extra samples submitted. If you take a look at the attachments, I have included our internal Work Order Maintenance Worksheet, and you can see that on 2/27/17, 2/28/and 3/6/17, Andrew made attempts to reach this customer via telephone, but we were unable to leave messages due to the customer not having a voicemail box set up. Since we could not reach the customer via telephone, we made an attempt on 2/28/via email (included in attachment), that goes into detail as to why we need to get into contact with her; we still had no luck getting into contact with the customer. When we received the customer’s email on March 7th, we immediately responded to them, in hopes of trying to resolve this situationAfter numerous emails back and forth (as well as more attempts to try and reach them via telephone and still unable to leave messages), *** from *** gave us the confirmation to analyze only one sample and to send the results. Included in the attachment is the time stamped email (March 7th, at 5:PM) for the customer’s final results that she was looking for after we received final confirmation as to how to process the *** kit. Please let me know if you need any further information or documentationFor any questions or concerns, you may reach me at ***-***-*** extension **. Thank you, Ellen L***Project ManagerSchneider Laboratories Global, Inc. (***) ***-*** ext**(***) ***-*** (Fax)