Beryl Eve sent a message to Marc Casper that said:
Dear Mr. Casper,
I am reaching out to you regarding your iBright CL laboratory machine. Model: iBRIGHT CL Serial Number: 2462218060284.
Our lab (Baylor College of Medicine) purchased this machine in the summer of 2018, and already, we are having issues with it. Our team has reached out to your company to help us solve the problem; instead, we have been getting the run-around. Does the company offer leniency to help us without paying more money? It's a new machine, and we did not expect problems so soon.
Please, can you help us resolve this problem without further expenses?
Thank you for your time.