API Test Kit Support is Horrible!!!!

2000 word essay incoming (Rough word estimate... and I am sure it's way off). If I am reading this right, I need to test against known testing standards. Testing one API test kit against the same identical API test kit is not good enough. Perfect! Send them $10 test kits to the lab guys!

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Dear Vlad,
Very sorry you feel this way. One important thing to remember is the only way to know the accuracy of any product is to test the product against a known measurement. In the case of test kits making a known standard is a common laboratory technique to judge the accuracy of any testing device.

To test the accuracy of any test kit you need to use "known standards". Of course it is very important to ensure when testing you are following the test procedure correctly and that the test kit being used is within date. Nitrate historically is the test that most people have issue with when following the directions as the time for shaking bottle #2 (30 seconds) and the waiting time (5 minutes) is essential. If people obtain an undesirable result from the test many people want to blame the test. API kits have always and continue to be the most recommended and considered to be the gold standard in the aquarium industry. Whenever API kits have been challenged against "known standards" they have passed with flying colors.

As already stated to understand the accuracy of any test kit the test kit needs to be challenged against known standards. "Known Standards" is the process or method of determining the concentration (for example nitrate) of a substance in solution by adding to it a standard reagent/chemical of known concentration/volume in laboratory measured amounts until a reaction of definite and known proportion is completed, as shown by a color change or electronic measurement. API makes known standards in both freshwater and saltwater solutions and challenge all reagents including completed test kit(s) and perform the colorimetric testing as per standard operating procedures.

The only way for a hobbyist to make a sound decision about what to do to their aquarium is with the proper information. One of the biggest problems often heard from hobbyists is that they receive their test results but are not sure what to do next. API test kits provide extremely accurate results as well other valuable information for hobbyists and pet shop personnel. They explain why to test, how to test, what the test results mean, and how to correct any problems they may have.

Mars Fishcare makes new known standards daily for their laboratory pH meters and make known standards for other parameters based on laboratory protocol. They make laboratory known standards continuously in their laboratory and challenge API test kits against them to assure they are accurate. Every lot of API test kits is challenged against these standards before they are released for distribution. They also keep a retention sample of each lot for up to 5 years. A stock Nitrate solution is a common laboratory technique and the methods are readily available. The only way for laboratories and hobbyists around the world to judge the testing method being used is to make known standards.
To make a blanket statement that something is inaccurate without testing is certainly suspect. Mars Fishcare is very proud of the test kits they produce. On many occasions facilities outside of Mars Fishcare have tested our API test kits against known standards and have found them to be reliable and extremely accurate.
The difference between colors is something that can be challenging when using visual comparison by eye and in some instances the colors are extremely close. Test kits must work within chemistry and the colors that are developed are limited to the confines of chemistry.
You also need to know the method that is being used for testing. For example are they testing Nitrate (NO3) or Nitrate-nitrogen (NO3-N). It is a simple conversion. To convert Nitrate-nitrogen to Nitrate multiply by 4.43. The aquarium industry typically provides results in Nitrate. API Nitrate Test Kit provides the answer as Nitrate (NO3). Some water testing from municipalities utilize Nitrate-nitrogen. If they provided Nitrate-nitrogen the answer from their water source is 28ppm. If they provided Nitrate-nitrogen then the nitrate reading would be 123ppm.
The API nitrate test kit tests for nitrate-nitrogen and the resulting ppm number provided is already converted to Nitrate.

Best,

Amy Hill
 
For the price point they sell at, I don't consider it robbery its filling a decent niche. web nerds just like some opposition and tuning detailing, provides post subject material but that's well written above.
 
You also need to know the method that is being used for testing. For example are they testing Nitrate (NO3) or Nitrate-nitrogen (NO3-N). It is a simple conversion. To convert Nitrate-nitrogen to Nitrate multiply by 4.43. The aquarium industry typically provides results in Nitrate. API Nitrate Test Kit provides the answer as Nitrate (NO3). Some water testing from municipalities utilize Nitrate-nitrogen. If they provided Nitrate-nitrogen the answer from their water source is 28ppm. If they provided Nitrate-nitrogen then the nitrate reading would be 123ppm.
The API nitrate test kit tests for nitrate-nitrogen and the resulting ppm number provided is already converted to Nitrate.

That actually answers a question I got in my nitrate comparison testing thread.
 
The API nitrate test kit tests for nitrate-nitrogen and the resulting ppm number provided is already converted to Nitrate.

Just being picky, but those words do not reflect reality, IMO. Test kits do not test for "nitrate-nitrogen". They test for nitrate, and then the designer may chose any number of different units to give a quantitative answer. :)
 
@nvladik thank you for posting this- I was using API for nitrates and now I know that my tests were probably inaccurate. *sigh* always something in this hobby. I'll have to pick up a salifert or Red Sea now.
 
IMO that's just completely unacceptable.. I think API needs to seriously rethink there customer service practices, if you really want to be successful the #1 rule is the customer is always right (whether they are or not) you build returns and replacing potential bad products into your over all operating plan.. Yes there are some that will abuse it but that's a very small percentage of your over all volume of sales.. For us returns where less than 3% of total sales, easily absorbed and just considered SOP.. Not sure how much they are paying that rep but the time she took to write out that lecture they could have easily replaced the .50 cent bottle of regents.
 
IMO that's just completely unacceptable.. I think API needs to seriously rethink there customer service practices, if you really want to be successful the #1 rule is the customer is always right (whether they are or not) you build returns and replacing potential bad products into your over all operating plan.. Yes there are some that will abuse it but that's a very small percentage of your over all volume of sales.. For us returns where less than 3% of total sales, easily absorbed and just considered SOP.. Not sure how much they are paying that rep but the time she took to write out that lecture they could have easily replaced the .50 cent bottle of regents.

Thanks and this is exactly my point.
 

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