An investigation was completed in response to a customer complaint of out of range low results for proficiency samples from the american proficiency institute (api) in association with the vidas® d dimer exclusion¿ ii assay (lot 1006974360 / 191120-0).The customer reported the cardiac marker test of samples cm-06 and cm-08 for the d-dimer received a grade of unacceptable (60%).The customer did not have enough sample material left to send for investigational testing.----complaint trending---- since 2018, there have been 13 complaints recorded for the vidas® d dimer exclusion¿ ii assay for external quality control issue.There have been five (5) complaints recorded for the customer's lot (1006974360 / 191120-0), but no other complaints were related to the customer's issue.----batch history record---- review of production records for lot 1006974360 / 191120-0 indicated that there were no anomalies during the manufacturing, control, and packaging processes.----control charts---- four (4) internal sera were tested on eight (8) lots, including the customer's lot (1006974360 / 191120-0).Dex2-46 target 426 ng/ml (feu) ranges [358-494] ng/ml (feu) : near customer cm-06 value dex2-50 target 1415 ng/ml (feu) ranges [1226-1604] ng/ml (feu) : near customer cm-08 value.Dex2-52 target 3832 ng/ml (feu) ranges [3306-4358] ng/ml (feu).Dex2-44 target 5121 ng/ml (feu) ranges [4390-5853] ng/ml (feu).Results were within specifications, customer's lot in the trend of the other vidas ddex2 batches.----testing performed in complaints laboratory---- three (3) internal samples and two (2) labquality qc samples, with expected values near the customer's cm-06 and cm-08) were tested with a retained vidas® d dimer exclusion¿ ii assay kit from the customer's lot (1006974360 / 191120-0).The results obtained were within the acceptable ranges and were similar to values obtained at batch release.----conclusion---- the customer's out of range low results were not reproduced internally.The vidas® d dimer exclusion¿ ii assay kit (lot 1006974360 / 191120-0) is performing as expected.
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