Please help me to understand this:
I had a customer who received a product in December. She did not like it and wanted it exchanged. I phoned in the product adjustment and gave the credit card information for the difference in price. FedEx came and picked up the product, but just this week when I called to check on everything the customer told me that she still has not received the new product. I call HO and they told me that she owes a balance. WHAT?!?! Then they checked the notes, and said "Oh, wait we have the credit card". This type of scenario has happened several times to several different customers.
Then, I placed a supply order. A HO rep calls to tell me that my order is on hold because I OWE money and how did I want to handle it, with PC Debit, credit or commission adjustment. I asked her how I could possibly owe money that P3 would not submit if it were not correct. So we went line by line on my supply order. She said she'd call back. Apparently, they were going to substitute Fall catalogs for winter (no big deal), and that they were less $$ so that was the price difference - but still it was to my favor - why hold the order? So, I go to check shipment status and it is not showing up! Why?!?! Because the rep NEVER released it! This is killing me!
I really don't want to whine about this and I know that it must be difficult on the reps to deal with all the changes, but this is driving me crazy! Who would I even talk with about this?
I had a customer who received a product in December. She did not like it and wanted it exchanged. I phoned in the product adjustment and gave the credit card information for the difference in price. FedEx came and picked up the product, but just this week when I called to check on everything the customer told me that she still has not received the new product. I call HO and they told me that she owes a balance. WHAT?!?! Then they checked the notes, and said "Oh, wait we have the credit card". This type of scenario has happened several times to several different customers.
Then, I placed a supply order. A HO rep calls to tell me that my order is on hold because I OWE money and how did I want to handle it, with PC Debit, credit or commission adjustment. I asked her how I could possibly owe money that P3 would not submit if it were not correct. So we went line by line on my supply order. She said she'd call back. Apparently, they were going to substitute Fall catalogs for winter (no big deal), and that they were less $$ so that was the price difference - but still it was to my favor - why hold the order? So, I go to check shipment status and it is not showing up! Why?!?! Because the rep NEVER released it! This is killing me!
I really don't want to whine about this and I know that it must be difficult on the reps to deal with all the changes, but this is driving me crazy! Who would I even talk with about this?