Delta-Waseca Inc

This note is in response to your letter of October notifying us of a customer service parts complaint with the above ID numberFirst of all it is Delta Waseca’s objective to satisfy all our customers But we are a manufacturer with production commitments and new truck orders take priority
over everything elseWe also are a small company trying to dig out of some unprofitable years so our staffing is tightThe subject request for repair parts did take some time to respond to since we had to order some of the parts from the supply base before we could ship them When we did ship them, the carrier, XPO, mis-consigned them and sent the wrong order to the wrong destinationOnce we realized that error we jumped on the issue and tried to correct the problem for both affected customers Trying to sort through which parts met the customer’s requirements (the two orders were similar) and which new parts were required took some time Alongside we were engaging the shipper, XPO, for corrective action and remediation We have spent considerable time, effort and money in trying to correct the customer’s issues and, I believe, they now have the parts they need As regards billing, the original estimate provided the customer excluded shipping and handling, which is not known at the time of identifying required parts These were added to the final bill once the parts were shipped Moving forward we will include an estimate of the shipping Because these parts are large, even a small order can result in significant shipping charges These are billed at cost with no margin for Delta Waseca As we speak the charges for these parts, the shipping and our service efforts have been put on hold by the customer We are trying to resolve that issue since we have incurred real costs in fulfilling this orderWhile we regret the inconvenience caused the customer, we have experienced equivalent disruption due to the shipping errors We are trying to deal with those problems right now