At SPOT Imaging Solutions we pride ourselves on the service and support we provide to our valued customers. Here are some of their stories.
Note: names have been removed for privacy reasons.
Our lab recently upgraded our old ( but still functioning perfectly) SPOT2 camera with a Pursuit Camera. We are very pleased with new camera, and software and both are up to the high standards of Diagnostic Instruments - everyone who uses the new system found it easy to use and they all love the 'Live" feature tremendously.
I write today, since we have now tested (for several weeks) the TTL out feature of the hardware/software that we use with our Uniblitz shutter driver. The system works exactly as did our old trusty SPOT2, and as I said, everyone is pleased.
To get this feature, I had to complain a bit -- and I wrote to you that this is something that should be standard with any advanced system -- my figuring that anyone working with low light levels would want to protect their specimen as much as possible. After a long talk with Mike Hoover, I find that most of his users do not care about this feature and I admit I am stunned ! I can't image users with fluorescent (and possibly bleaching) images reaching in, by hand, and shuttering the light source !
For every single image !
However, for myself I'm happy my problem was resolved, and I would like to commend highly the Diagnostic Instruments policy which allowed me to do this, and give special recognition to both Mike Hoover and Tina Sullivan/Pulvirenti who were able to obtain for me the Pinout configuration of the Camera connector. I am both Scientist and Engineer, and am of the old school of "make it yourself" or "modify it yourself" equipment. I glad to learn that Diagnostic Instruments, not only makes fine equipment, but can 'interface' with old school users such as myself. Needless to say, I repeat this story to all of my Jurassic colleagues.
This is the type of correspondence one does not often write. It seems customer service is an afterthought these days, but I am grateful to see it alive and well and Diagnostic Instruments.
We share a mutual customer here in San Diego. He had quite a bit of trouble running your SPOT RT with our Scope Pro interface. He can be very impatient and demanding, which is what I was confronted with during a regular visit last week.
I contacted your tech support yestarday and had the pleasure of speaking with Tina Sullivan. Tina put the camera in impeccable operating condition within about ten minutes. This in spite of a less than perfect troubleshooting environment with an agitated customer. Tina has solved a major issue and the customer is no longer upset.
Tina is a great asset to Diagnostic Instruments. I would like to be on the record with my thoughts.
Thanks for the Greeting
your cameras continue to be the most maintenance free in the biz...
Our group has used the Spot RT3 camera from Diagnostic Instruments for a series of experiments. With this camera we have been able to determine the technical requirements for a laparoscopic system that captures bioluminescent images in real time. The camera is very easy to use with a laptop computer and the written instructions and technical support from Diagnostic Instruments has been excellent. The flexibility of the camera is amazing and is perhaps best demostrated by the fact that we used this camera not in the pathology or diagnostic lab, but rather during actual experimental surgical operations. We have been able to obtain crucial data in our effort to develop laparoscopic bioluminescent imaging.