The two companies do not have anything to do with each other but for the fact that each companies reliability has been slipping.
Last year we did a job for one of our bigger customers who liked a product from the Classic catalog. When we received the item, the piece did not fit straight on the base. We explained the problem to the "customer support" person who then told us we did not know how to glue the piece onto the base. After digital pictures and an overnight package, I got an "oops I guess it didn't fit" response.
Like most other companies in the industry, we had a booming end of school year season. In the middle of the season, we placed an order for several different medals and lapel pins. As part of the order, some items were shipped short, others back ordered and still others never made it to the order.
This past year, we instituted a PO policy where we record what items were ordered, the date the order was placed and the rep who took the order. When we called Classic, after waiting for 25 minutes on hold we were given the run-around. They denied every part of each of the problems but couldn't weasle out of the backorder items without a phone call.
By the way, this order was placed for a customer with guaranteed overnight shipping, all items were reported to be in stock and we were told our customers would not have any problems. The order was placed on a Wednesday before noon for a Friday afternoon delivery.
I understand busy season. I know that there are lots of moving parts. We do everything we can, especially with rushes to ensure we do not let our customers down. We build in cushions where ever possible but rely on our partners to pull their weight. If they are not going to give us accurate information or do not take responsibility or their screw ups, we have no patience.
We have started rating our suppliers between preferred, neutral and only buy from if all else fails and the customer will not consider any other solutions.
Sorry for the long rant but you asked. |