What is the point of advocating quality service standards when there is still a constant lot of EQ-deprived idiots lurking in the service line?
I really wonder.
Take it that your scope of responsibilities doesn't involve customer service. Then don't attempt. I don't like to take 'NOT POSSIBLE' as an answer and I have an acutely low tolerance for AP. In other words, you're just too arse-luck to have met me, your nemesis customer.
Here's my lengthy letter to the sales rep after speaking to their idiotic accountant:
Hi Wayne,
It is a surprise to me that you require a photocopy of our cheque for the purchase this time as it has not been a practice from our numerous purchases from you before, all of which in COD terms.
I understand your policies and prerogative in this matter, but this is really the first time we encounter such a request from your company.
As I have already mentioned many times to both yourself and Elaine, my director is not in our office for the weekend. He will only be back on Sunday. However, since you have to execute your business in such a manner, then I will do you a kind favour to scan you a copy of the cheque on Sunday. On the same note, Please make sure the coveralls are delivered on Monday without fail, as I have deadlines to meet as well.
Further to this, I have earlier on requested to have my colleague count the uniforms and verify the correct sizes and quantity at the delivery venue before handing over our cheque payment on COD terms or signing the DO, but was told by your colleague (Elaine) from the accounts department that is not possible, and that we should go down to your warehouse to count them before delivery, which to me is a ridiculous request. First of all, the point of counting and signing on the DO is to ensure that the correct amount is delivered at the venue in order, so it defeats the purpose for my colleagues to count them at your warehouse, because should there be any discrepancies, we do not want to get into a dispute of not having done the checks correctly on the spot. Also, I do not believe this your company’s policy and this is definitely not a logical way of administering customer service.
As with our own company’s policy, it is our duty as well, to verify all goods are received in good condition before making the payment on the spot. I believe your management will share the same sentiment on this, and we hope you can render your kind assistance during delivery on Monday.
Thank you.
Best Regards,
Mathilda Lau (Ms)
..and i'm highly unimpressed by their accountant's incredulous reply:
I don't give a flying love that your high and mighty credit term is subjected to approval...
...for not acknowledging whatever illogical crap you said over the phone.
You don't give your customer two slaps on his face and offer him band aid after that, do you?
My reply:
Hi Elaine,
Thank you for your email.
I would like to clarify that this matter isn't a misunderstanding. I am
surprised you are uncertain of your customers' rights when we were speaking
over the phone the other day. I clearly recalled that I shall have my men to
count and verify the coveralls at the mentioned venue before handing over
the cheque, which you replied "No, it is not possible." and instead asked us
to count at your warehouse. Thinking that you might not understand what I
was talking about, I repeated the same again, which was again met with
immediate rejection. I am extremely disturbed by your response. When asked
to speak to somebody who can make a decision on the matter, you once again
brushed me off saying that these are your company's policies.
On top of that, your company even requested for a photocopy of our cheque
payment before delivery (which has never been a requirement) even though I
have repeatedly mention that this is an urgent order and that my MD is not
in town over the weekend to sign the cheque.
It is of great disappointment that we have to accommodate your policies and
additional 'requirements' as customers who are rendering you business. We
would like to reiterate again that we are not first time customers and we
have been purchasing in bulk from you, all of which payment are made by
C.O.D Terms. Hence, we hope you understand our frustrations towards your
inflexibility in this matter.
Sad to say, it has been an unpleasant dealing with your company and after
much consideration with our management, we have decided that this is the
last time we shall be purchasing from Durasafe.
We sincerely hope your company can look into this matter seriously.
Best Regards,
Mathilda Lau (Ms)
Still obviously refuse to admit her mistakes.
 |
| Like you're doing me such a huge favour. Buzz off, really. |
Well, you asked for it...
Hi Elaine,
It does not serve the purpose. You should have done the clarification
earlier on.
I did agree that I will accept the scanned copy of the invoice. However, I
am standing by what you responded over the phone regarding the delivery, as
you did not refer me to any of your customer service department in the first
place. I would have given you the benefit of the doubt that you were unsure,
if you did not directly told me it was not possible, twice. I am not as
unreasonable to hold it against you that you are unfamiliar with delivery
procedures that are not within your scopes.
Like I said, we have not come across the requirement of submitting scanned
copies of cheque payment from your company, and if that is a new
requirement, then isn't it your duty to inform us before hand when I am
making my orders? I was only informed by Wayne after submitting my PO, that
this is required and there were no payment terms stated anywhere in your
quotation to me in the first place. You may verify this from all my email
correspondences with Wayne. Your invoice also did not state such a
condition.
I understand your position at this moment, but it is apparent that my
complaint and comments are not accepted. I hope you recognise that this is
something that has to be improved on.
We regret to inform you that our company remains its position on this matter
and there is no need for a credit application.
Best Regards,
Mathilda Lau (Ms)
Finally, at long last, somebody with a well working mind responded.
 |
| ..because they just don't know how to. |
