You have to be cruel...

[ffutures]

...to be... well, in this case, to put the boot in.



SENIOR SCIENCE TECHNICIAN
FAO: MARCUS ROWLAND

Dear Marcus,

We are currently trying to update our records and understand that you are the person responsible for the ordering of the science equipment.

According to our records it would appear that you have not ordered from us in a while and wondered if you needed a copy of our 2009-2010 catalogue sending for your attention.

Alternatively, you could visit our user friendly website [deleted]

If you can not find a particular item you require, or you would like us to quote on an item that you have found cheaper in another catalogue, please do not hesitate to contact our sales department who will be more that willing to help.

Kind Regards
xxxx
Sales



And of course I had to reply positively



There’s a very simple reason why we haven’t placed any orders recently – we had problems with most of the orders we placed with you over several years, as you should know if you’ve checked our records.

Most noticeably VERY delayed arrival of goods on back order (more than a year in one case) which frequently took us into the next financial year and meant that the department was effectively paying for things twice, since the money was taken from our budget when the order was placed, and wasn’t credited to us if an invoice hadn’t been received by the end of the financial year. There were also lengthy disputes over incomplete deliveries, broken glassware, meters with the wrong sized plug sockets, etc.

Basically, when we last checked you didn’t seem to offer any advantages over other suppliers who haven’t given us problems, and in most cases you seemed to be more expensive.

It’s possible that you’ve got your act together since we last bought from you, but given your track record I haven’t been prepared to take that chance. Having said that, by all means send us a catalogue – I can’t promise that we’ll place any orders, but we might as well see what you currently offer.



Was the last bit too soft? And should I have mentioned that I just spent £14K+ on laboratory supplies, none of it with them?

Comments

[lillian13.livejournal.com]

No, the last bit looked fine. I would add the money spent, though, if you want to twist the knife just a bit. :-)

[ffutures.livejournal.com]

It's a bit late now, alas.

[gonzo21.livejournal.com]

No, not too soft, maybe you should have billed them for everything that their incompetance has cost you over the years?

[ffutures.livejournal.com]

Really doubt I could make a good case - the school didn't lose money, my department lost it from its capitation one year, then had to pay out again the following year.

[ggreig]

The letter seems OK, but I think it was a bit harsh not to return their kisses ;-)

Kind Regards
xxxx
Sales

[ffutures.livejournal.com]

strangely, that was not what was originally there...

[ggreig]

Ah, see, that's where they really went wrong. I'm sure you'd have forgiven all if they had been there.

More seriously, from your description of their customer service I wouldn't touch them with a barge pole - unless they were the only supplier. I might have requested their catalogue separately, to make sure I was covered for that possibility, but not mentioned it in the letter of complaint. I don't think it'll detract much from the complaint though - it's quite comprehensive.

[ffutures.livejournal.com]

It's just possible that they're the only source for belts the right size for one of our Van De Graaf generators, but I want to exhaust all other options first.

[curiouswombat.livejournal.com]

I hope you copy in their chief exec....

[ffutures.livejournal.com]

Don't have contact details, alas.