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Cutting off nose to spite face <rant>
#11
Went through the same thing with Winbook.

Quantity 2 of the same item. Same PO.
2 seperate boxes - one with the correct address, one with the wrong address.

Insisted I pay all the shipping charges or the re-stocking fee.


All my clients were on the cusp of switching from towers to laptops.


CC removed the 15% charge.
Never asked who ate it.
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#12
First let me apologize for side-jacking the thread. I feel the OP's pain...here's something similar that happened to me...(just so you know you are NOT alone).


We USED to do @ $13,000 a year with Conway Trucking. We had a skid come in that was empty. I mean that literally. It was a 48" x 48" skid with a single piece of cardboard banded to it. It was supposed to have contained 2 sheets of 5/8" special grade Teflon ($1500 value). It was OBVIOUS that somewhere along the way the skid had been 'unbanded' or busted open then rebanded. The factory had their weight ticket showing it left their LTL dock weighing 175 pounds. The Trucking company had the weight ticket showing it left distro center (local) coming to us at 55 pounds. I mean, even Simon and Simon could have solved this in 10 mins. Conway fought tooth and nail and would not pay for the lost freight. They stated (over and over) that they had NO rebanding equipment at the distro center (which the truck drivers said was BS) and that it had left the factory empty. I even had the regional manager (Rich) stop by shipping to talk about it. He prissily (sp) said the 'company' policy was no rebanding is used and it must have been the factory who did it. I looked him right in the eye, with all the documents in my hand, and said "So...for a $1500 lost shipment you're going to lose my account?" Rich didn't know I was the owner (he just assumed I worked in shipping). He looked at me and said "Don't make me take this to your boss...I know you guys ship a lot and there isn't anyone who can do it cheaper". Needless to say that's when the other two employee's in shipping busted out laughing and walked off. Puzzled, Rich looked at me and using several 4 letter words I told him what he could do with his threats and that he WAS talking to the boss. That was 3 years ago and we have done $0 since (and found WAY better short haul carriers to replace them).

Stupidity is not market dependant...

Jay
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#13
It NEVER ceases to amaze me that companies, when dealing with someone who is often the main decision maker for companies that make these decisions, don't waive small fees to keep the customer happy.

It's one thing to waive fees to keep the customer happy, but it's quite another to waive fees because an error was not the customer's fault. That's just doing the Right Thing.

Shipped to the wrong address? How does that happen?

1) The customer supplied the wrong address
2) The person taking the order got it wrong
3) The carrier delivered it to the wrong address.

In the first case, the company at issue here no doubt has john's correct address on file since he is (for the time being?) a current and past customer. So item #1 should not be an issue.

The remaining scenarios are not the fault of the customer. So what is the company thinking?

I'd do as others have suggested:

Write the CEO
Boycott the company
Send copies of purchases that *would have*, could have, should have, been theirs.
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#14
In some cases, online forums can also be a weapon to use as leverage in a situation like this.

Last week I had what I felt was a very legitimate complaint against a printer supply company that makes a huge deal about how important customer satisfaction is to them. When I asked for a refund (about $28), the woman I spoke to indignantly refused (refunds must come out of her own pocket:winkSmile. Finally I said, "you may save $30 now, but you will get yourself a couple of hundred dollars worth of negative publicity (thinking of this forum). She backed down immediately.
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#15
RAMd®d wrote:
It NEVER ceases to amaze me that companies, when dealing with someone who is often the main decision maker for companies that make these decisions, don't waive small fees to keep the customer happy.

It's one thing to waive fees to keep the customer happy, but it's quite another to waive fees because an error was not the customer's fault. That's just doing the Right Thing.

Shipped to the wrong address? How does that happen?

1) The customer supplied the wrong address
2) The person taking the order got it wrong
3) The carrier delivered it to the wrong address.

In the first case, the company at issue here no doubt has john's correct address on file since he is (for the time being?) a current and past customer. So item #1 should not be an issue.

The remaining scenarios are not the fault of the customer. So what is the company thinking?

I'd do as others have suggested:

Write the CEO
Boycott the company
Send copies of purchases that *would have*, could have, should have, been theirs.

I have ordered from them before, and they said that it was because I was a new customer - it was put under my name, not my company's (not what I told them to do). They shipped it to my client's address (their house) NOT where I told them to ship it (their work). No one was there and somehow it was labeled as "refused".

They have stuck to their guns and I was refunded all BUT the $22.50. I have placed > $3000 in orders since then, with about $3000 before the end of the year to spend, and they have received and will receive none of it. If they want my business again, it is going to take a LOT more than $22.50 and a bunch of groveling.

I put it point blank to say that this money will cost a good amount of future sales but they said that there was nothing they could do.
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#16
john dough wrote:
...but they said that there was nothing they could do.

What total :censor:.

Whoever told you that should be fired, along with the :censor: responsible for their training.
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