10X Genomics - no tech support?

luc · 03-01-2016, 12:39 AM

10X Genomics tech support is currently non-existing. Repeated contact attempts and no replies for a week. The situation is not improved by the lack of any useful information on their website ( e.g. no technical documents, manuals , ...).

Has anybody better luck?

Interest into their technology seems to be great nevertheless - should they get their own board in the technology section.

GenoMax · 03-01-2016, 02:17 AM

If you have already purchased (or are still thinking about purchasing) 10x products then this would be a perfect time to go hounding the sales contact. That should produce some rapid results.

landonmerrill · 03-01-2016, 08:28 AM

10X has both Tech Support and Field Support that are readily available. Tech Support can most easily be reached via techsupport@10xgenomics.com.

Clearly we haven't done a good job of making access to tech support easy for non-customers. Can you explain how you were trying to contact tech support so I can fix whatever was keeping you from getting through?

We are new to this and do appreciate your understanding and willingness to point out when things aren't up to snuff. Please let me know of any other issues you're experiencing.

landonmerrill · 03-01-2016, 09:34 AM

@drewkebbel, is the 10x Technical Support Manager, he can help you directly @luc.

Cheers,
Landon

luc · 03-01-2016, 01:44 PM

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03-01-2016, 12:39 AM	#1
luc Senior Member Location: US Join Date: Dec 2010 Posts: 453	10X Genomics - no tech support? 10X Genomics tech support is currently non-existing. Repeated contact attempts and no replies for a week. The situation is not improved by the lack of any useful information on their website ( e.g. no technical documents, manuals , ...). Has anybody better luck? Interest into their technology seems to be great nevertheless - should they get their own board in the technology section.

03-01-2016, 09:34 AM	#4
landonmerrill Junior Member Location: Bay Area Join Date: Mar 2016 Posts: 4	Intro for Drew @drewkebbel, is the 10x Technical Support Manager, he can help you directly @luc. Cheers, Landon

03-01-2016, 01:44 PM	#5
luc Senior Member Location: US Join Date: Dec 2010 Posts: 453	___________________________ Last edited by luc; 03-01-2016 at 04:14 PM.

03-01-2016, 02:17 AM	#2
GenoMax Senior Member Location: East Coast USA Join Date: Feb 2008 Posts: 7,088	If you have already purchased (or are still thinking about purchasing) 10x products then this would be a perfect time to go hounding the sales contact. That should produce some rapid results.

03-01-2016, 08:28 AM	#3
landonmerrill Junior Member Location: Bay Area Join Date: Mar 2016 Posts: 4	10X has both Tech Support and Field Support that are readily available. Tech Support can most easily be reached via techsupport@10xgenomics.com. Clearly we haven't done a good job of making access to tech support easy for non-customers. Can you explain how you were trying to contact tech support so I can fix whatever was keeping you from getting through? We are new to this and do appreciate your understanding and willingness to point out when things aren't up to snuff. Please let me know of any other issues you're experiencing.