-Customer called in on 6/9 and spoke to his salespersonabout help with designing a pole mount solution; an 8-inch collar was arequirement and therefore a custom solution; customer was quoted with a 4-6week lead time for manufacturing + transit time. Customer called back and spokewith the sales lead...
who quoted a stock solutionbut without the 8-inch collar after reminding him that the custom vendor solution would take four weeks; His salesperson followed up with the customer to findout which direction he wanted to go and customer said that the 8-inch collarwas a requirement. Customer called back a few days later and was ready to placethe order and he was reminded of the long ship time. -Customer calledon 6/25 to check status of his order and the order was updated with a lead timeof 7/27 which is the date that date was obtained from thecustom vendor. The salesperson wasnotified that the customer was unhappy and wanted to know if there was anyother solution. The salesperson called and leftthe customer a message and reminded him that this was a custom order. The salesperson left the customer four more messagesover the next week. -Customercalled the sales lead weeks later to say hedidn’t want to work with his salesperson; the sales lead explained to the customer again thecustom process with the custom vendor. Customeragreed to work with another rep and his account was given to another salesperson. -Customerplaced a second order with the other salespersonon 7/10. Customer reported to the other salespersonthat he had spoken with the custom vendor andthey said they would ship the custom mounts on 7/16 and he wanted to pick upthis order along with the new order placed the week of 7/20. Customer said thathe was told that the transit time would be 2-5 days. Theother salesperson told the customer that it is normally 4-5 andsometimes 6 days transit and not to plan for the beginning of the week. -Customerspoke to customer service on 7/14 and told customer service that on 7/13 the carrier tracking showed an arrival date of 7/17 butovernight the arrival date changed to 7/24 and asked why we were delaying theshipment. Customer service explained to thecustomer that we were not holding up the shipment. Customerservice contacted the carrier and quotedthe customer a cost of $434.32 to expedite the shipment. Customer said heexpected to pickup his orders by 7/17 and that he should not be responsible forthe cost to expedite the shipment. Customer said that if he was not going to beable to pickup on the 7/17 that he would need to cancel the order. Customerfollowed up in email asking for both orders to be cancelled. Customer service cancelled the custom vendor order and refunded his credit card butwas not able to cancel the new order due to payment not yet received. Customerwas informed of the outcome. Customer service receivedfurther emails from the customer overnight saying that he did not want tocancel the orders and to reinstate them. The cancelled order was reinstated on7/15. -The other salesperson reached out to the customer totry and determine the confusion. The other salespersonalso spoke to the customer vendor andshe confirmed that she had spoken to the customer on 7/9 and 7/10 and that shedid tell the customer that they would ship on 7/16. She also said that shecalled the customer on 7/13 to let him know that they were able to get theorder shipped on 7/10. -The customer was never promised a pickup date earlierthan the 27th and the order is still scheduled to deliver to us on7/24. -Inthe end, the customer’s shipment form the custom vendor arrived early and thecustomer was able to pickup up his shipment on 7/22 and I personally went outto the warehouse to greet him to find out if everything as good at that pointand to see if there was anything further we could do to assist him. Tell us why here...
-Customer called in on 6/9 and spoke to his salespersonabout help with designing a pole mount solution; an 8-inch collar was arequirement and therefore a custom solution; customer was quoted with a 4-6week lead time for manufacturing + transit time. Customer called back and spokewith the sales lead...
who quoted a stock solutionbut without the 8-inch collar after reminding him that the custom vendor solution would take four weeks; His salesperson followed up with the customer to findout which direction he wanted to go and customer said that the 8-inch collarwas a requirement. Customer called back a few days later and was ready to placethe order and he was reminded of the long ship time. -Customer calledon 6/25 to check status of his order and the order was updated with a lead timeof 7/27 which is the date that date was obtained from thecustom vendor. The salesperson wasnotified that the customer was unhappy and wanted to know if there was anyother solution. The salesperson called and leftthe customer a message and reminded him that this was a custom order. The salesperson left the customer four more messagesover the next week. -Customercalled the sales lead weeks later to say hedidn’t want to work with his salesperson; the sales lead explained to the customer again thecustom process with the custom vendor. Customeragreed to work with another rep and his account was given to another salesperson. -Customerplaced a second order with the other salespersonon 7/10. Customer reported to the other salespersonthat he had spoken with the custom vendor andthey said they would ship the custom mounts on 7/16 and he wanted to pick upthis order along with the new order placed the week of 7/20. Customer said thathe was told that the transit time would be 2-5 days. Theother salesperson told the customer that it is normally 4-5 andsometimes 6 days transit and not to plan for the beginning of the week. -Customerspoke to customer service on 7/14 and told customer service that on 7/13 the carrier tracking showed an arrival date of 7/17 butovernight the arrival date changed to 7/24 and asked why we were delaying theshipment. Customer service explained to thecustomer that we were not holding up the shipment. Customerservice contacted the carrier and quotedthe customer a cost of $434.32 to expedite the shipment. Customer said heexpected to pickup his orders by 7/17 and that he should not be responsible forthe cost to expedite the shipment. Customer said that if he was not going to beable to pickup on the 7/17 that he would need to cancel the order. Customerfollowed up in email asking for both orders to be cancelled. Customer service cancelled the custom vendor order and refunded his credit card butwas not able to cancel the new order due to payment not yet received. Customerwas informed of the outcome. Customer service receivedfurther emails from the customer overnight saying that he did not want tocancel the orders and to reinstate them. The cancelled order was reinstated on7/15. -The other salesperson reached out to the customer totry and determine the confusion. The other salespersonalso spoke to the customer vendor andshe confirmed that she had spoken to the customer on 7/9 and 7/10 and that shedid tell the customer that they would ship on 7/16. She also said that shecalled the customer on 7/13 to let him know that they were able to get theorder shipped on 7/10. -The customer was never promised a pickup date earlierthan the 27th and the order is still scheduled to deliver to us on7/24. -Inthe end, the customer’s shipment form the custom vendor arrived early and thecustomer was able to pickup up his shipment on 7/22 and I personally went outto the warehouse to greet him to find out if everything as good at that pointand to see if there was anything further we could do to assist him. Tell us why here...