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Anyone ever try to contact Cimex Science (re: CDC 3000) and succeed?
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EudoraWelty
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Joined: Feb '09
Posts: 12
Posted 5 months ago
Fri Jun 5 2009 14:29:47
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I bought a CDC 3000 from The Bed Bug Shop earlier this year and don't believe it has ever worked properly (the CO2 canisters last nearly twice as long as they should according to product info). I've left several messages on the Cimex website 'Contact Us' page over the past few weeks but have yet to receive any response.
Just wondering if anyone, possibly a PCO, has ever had a reason to contact them regarding this product and succeeded. I'd really like to get mine fixed.
Thanks in advance for any info!
(I see in their operations guide the note 'user must keep track [of length of time to deplete CO2 tank] to ensure that it does not exceed 10 hours' so I take it there have been similar issues with other units).
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I contacted them twice (not re: faulty products) via their website and received no responses.
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Perhaps one of our pros who dealt with them will have a phone number.
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paulaw0919
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Joined: Jul '07
Posts: 997
Posted 5 months ago
Fri Jun 5 2009 21:31:18
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I too never got any response from them via their website after several attempts. BedBugShop were awesome in response and finding answers to any questions I had though at the time. That was many months ago now. It's a shame that nothing has changed in CimexScience customer service in that customers are emailing a dead wall. :-(
EudoraWelty, when did you get your unit? Mine also exceeds the 10 hr time frame by a few hours. I don't think I have any documents that state that it's a concern. Hmm... would love to know if it is a concern or not though. It's a hefty bill to have for a unit that doesn't work right.
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thebedbugresource
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Joined: Apr '07
Posts: 238
Posted 5 months ago
Fri Jun 5 2009 22:33:30
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Hello All,
I do not work for Cimex Science but I do know them well. They are EXTREMELY busy traveling the world circuit of pest control shows, trade shows, etc. and I too have a tough time getting in touch with them.
I can assure you that every single unit was individually lab tested by Cimex Science staff prior to being shipped out (at least the initial runs). Yes, they all caught bed bugs. They were also treated such that there was absolutely zero possibility that any bed bugs or eggs could have survived, cleaned, and then shipped. Their Quality Assurance regime was second to none. I do not know if the current units are being tested prior to shipping.
The claims that are made about how long a canister last are estimates. It should last at least 10 hours. There are many cases where this will be longer. The amount of CO2 that needs to be emitted to attract the bed bugs is quite low.
If you really want to check to see if it is working a suggestion might be for you to visit a local PCO and ask for some bed bugs. I know that sounds crazy ... However, you could set the CDC 3000 unit up in a long rubbermaid style bin and release the bugs. Within 30 minutes they should start toward the unit (assuming they have not fed in a few days) and not long after begin entering it.
Sincerely,
Sean
Entomologist / Pest Professional
www.thebedbugresource.com -
paulaw0919
oldtimer
Joined: Jul '07
Posts: 997
Posted 5 months ago
Fri Jun 5 2009 22:42:24
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Hi Sean. Ya know, after reading the initial post I actually started to worry a bit...thinking I was missing something.
You my friend are a God send. And you made me smile after a long day with the kiddies as well. :) Thanks for the information on the time frame of the CO2 and putting my mind at ease. Hugs and kudos to you!
PS: As I would love to actually be someone to witness this test of the monitor that you mention, I'd rather not see it in my own home, so I'll pass on it. ;-) But if any PCO was to do it in another controlled environment, I'll bring the coffee and cake for the show!
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EudoraWelty
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Joined: Feb '09
Posts: 12
Posted 5 months ago
Sat Jun 6 2009 7:04:03
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Thanks for the response Sean. I'm just worried that I can start my unit at 9PM and at noon of the following day gas is released when I remove the CO2 cartridge. That and the statement in the PDF file on their website (mentioned above) has me concerned. Also, I understand that they might be busy but seeing as their website appears to be the only contact source offered it seems as though they should make at least a token effort to respond to customer questions - how long does it take to respond to an email (if only to say 'we'll get back to you')? After all, the devices are quite expensive and the reasoning that they're too busy trying to sell more of them to support the customers who already bought one just doesn't work for me.
Typically I'm a pretty relaxed consumer. In fact, since I doubted the CDC 3000 was functioning at Cimex Science's own specifications, I bought a Night Watch and the day after I received mine and noticed it was delivering 6 days worth of CO2 in a single night *that* product was recalled. That 's why I decided my best course of action was to go back and attempt to resolve the original device issue, if there really is one - that's all I want to know.
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thebedbugresource
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Joined: Apr '07
Posts: 238
Posted 5 months ago
Sat Jun 6 2009 11:00:52
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I could not agree with you more; they should be communicating better.
However, I will point out that they had never intended on selling their units to the general public. They were designed and meant for PCOs to use. Some PCOs and other companies decided to sell them retail. This forced Cimex Science to also offer a retail option via their website.
Cimex Science never intended on having to communicate with the general public, just with distributors. In short, they are not set up to deal with the general public.
Having set up The Bed Bug Resource, and my email readily available to the public, I can safely say that I receive upwards of 50+ emails per day (plus SPAM) plus messages on the forums that I do my best to answer. Bed bugs are my passion and my hobby. Even at a modest 2 minutes per email I can easily spend 2-3 hours per day answering questions (via the site + emails).
A company like Cimex Science likely gets MANY inquiries from the general public about how to deal with bed bugs, identification requests, horror stories and the like. They are inventors and manufacturers of a scientific instrument, not PCOs. Simply, they do not have the staff to answer emails from the general public. Perhaps this is something that they are working on, but at this point I would assume that their priority is getting their product out to the trade shows, distributors, and PCOs.
I am not making excuses for them. They need to communicate better. But perhaps I have shed some light as to why things are the way that they are.
Sincerely,
Sean
Entomologist / Pest Professional
www.thebedbugresource.com
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