[Asterisk-biz] VOIP Supply

[Cory Andrews]

Dovid - Having read your post, I agree the execution was not sufficient to
meet your objectives, I just wanted to clarify a few points from my
perspective, as I am primarily responsible for managing the supply chain
here at VOIPSupply.

Your sales ordered was entered into our system on Friday, September 2, at
12:44PM EST.  We ship about 300 customer orders per day, and due to the
amount of data involved in these transactions, it typically takes 2-4 hours
for your sales order to be handles by our AR department.  Your credit card
was verified and charge authorized at 4:27PM EST, at which point it becomes
eligible for processing and fulfillment.

The first problem with the order is that the shipping specified on the Sales
Order was Fedex P1 (Prioroty Overnight).  You may very well have asked for
Saturday delivery, or you may have assumed that "Priority Overnight",
shipped on a Friday, would reach you Saturday morning, which is not the case
with Priority Overnight service unless Sat. Deliv. is specified.  I will
have to review this circumstance with the sales rep who handled your order.
Saturday delivery is a seperate delivery option which must be specified,
Priority overnight orders which are shipped on a Friday, do not reach the
recipient until the following Monday.


Here is the tracking information for your Digium board.  I', not sure why
someone would tell you we "forgot to ship it out", as you can see it was
indeed shipped the same day you ordered it, sent Fedex P1 overnight, which
unfortunately because it was not keyed in for Sat. Deliv. and because of the
holiday, did not reach you until Tuesday.
Digium Board Shipment
 Destination
MIAMI, FL
Delivered to
Residence
Service type
Priority Overnight
++++++++++++++++++
Sep 6, 2005   9:31 AM
Delivered
MIAMI, FL
  8:19 AM
On FedEx vehicle for delivery
MIAMI, FL
 7:37 AM
At local FedEx facility
MIAMI, FL
Sep 3, 2005   6:19 AM
At dest sort facility
MIAMI, FL
 3:53 AM
Departed FedEx location
MEMPHIS, TN
Sep 2, 2005   11:02 PM
Arrived at FedEx location
MEMPHIS, TN
9:03 PM
Left origin
GREENVILLE, SC
5:07 PM
Picked up
GREENVILLE, SC
 4:59 PM
Package data transmitted to FedEx

On the day your ordered, we happened to have no stock of Polycom 501's or
Sipura SPA-841's in our Buffalo warehouse.  The last week of August, Polycom
IP501's were backordered with the manufacturer, and our supply chain got a
little screwed as a result.  I did manage to get your order placed on
Friday, Sept 2, but as mentioned your sales order did not reach me until
4:30PM that day, I ordered your phones to be drop shipped from the vendor
within 15 minutes of receiving your sales order, but the vendor did not get
them shipped out until the 6th due to my getting them your order so late in
the day.  It made it to Miami on the 7th, and was almost delayed another day
by Fedex but our shipping manager called and screamed and yelled and we
managed to get Fedex to deliver it that day although it originally had
missed the courier dispatch for that day, as you can see in the delivery
exception noted below.  Fedex P1 is "guaranteed" to be delivered by 10-AM,
but because Fedex dropped the ball here and missed the courier, we had to
intervene directly and these did not reach you until later in the afternoon.

Polycom Phone Shipment
 Destination
MIAMI, FL
Delivered to
Residence
Service type
Priority Overnight
++++++++++++++++++++
Sep 7, 2005   3:43 PM Delivered
 2:07 PM
On FedEx vehicle for delivery
MIAMI, FL
12:18 PM
Delivery exception
MIAMI, FL
Package at station, arrived after courier dispatch
12:18 PM
At local FedEx facility
MIAMI, FL
 2:39 AM
Departed FedEx location
FORT WORTH, TX
1:16 AM
Arrived at FedEx location
FORT WORTH, TX
Sep 6, 2005   8:39 PM
Departed FedEx location
LOS ANGELES, CA
 7:41 PM
Left origin
LOS ANGELES, CA
7:00 PM
Arrived at FedEx location
LOS ANGELES, CA
 4:33 PM
Picked up
LOS ANGELES, CA


Finally, your SPA-841's also did not ship until the 6th, at the time of your
order on Friday the 2nd these were also out of stock.  I had some stock
ordered that Friday and expedited so that we could get them to you as
quickly as possible.

(2) SPA-841 Shipment
 Destination
MIAMI, FL
Delivered to
Residence
Service type
Priority Overnight
++++++++++++++
Sep 7, 2005   9:51 AM
Delivered
MIAMI, FL
 9:03 AM
On FedEx vehicle for delivery
MIAMI, FL
7:40 AM
At local FedEx facility
MIAMI, FL
 6:13 AM
At dest sort facility
MIAMI, FL
 4:20 AM
Departed FedEx location
MEMPHIS, TN
Sep 6, 2005   10:51 PM
Arrived at FedEx location
MEMPHIS, TN
10:30 PM
Left origin
CHEEKTOWAGA, NY
 7:05 PM
Picked up
CHEEKTOWAGA, NY
 5:40 PM
Package data transmitted to FedEx

At no point was your order "forgotten".  We maintain stock levels that are
tremendously larger than our competitors, but it is a difficult thing to
insure we have all items in stock, at any given time.  Your salesperson
should have communicated a bit more effectively with you, and for that I
apologize.  From a reliability standpoint we try to be perfect every time,
we understand that our ability to deliver product in a timely fashion is
crucial, and when we do not get the job done perfectly, it reflects poorly
to your customers.

Please don't think we take customer service litely, or that we don't care,
because we take it very seriously and helping our customers successfully
manage logistics and grow their businesses is the only way that we can
succeed as a company.  We continue to work through the demands and
challenges of our business, growing from a company that completed 2004 with
$8MM in annual sales, to a company that is on track to complete 2005 with
$25MM in sales.  However, these challenges are our own, and growing pains
should be transparent to our customers.  Again, I publically apologize.
Upside is you got to spend an extra few days in Miami, FL which, although
I've never been to Lakewood, NJ, I know is a pretty fun place to be waylaid.

Cory Andrews
Partner / Purchasing
VOIPSupply.com
++++++++++++++++++++++++++
454 Sonwil Drive
Buffalo, NY 14225
++++++++++++++++++++++++++
v - 800.398.VOIP Ext 22
f - 716.630.1548
e - Cory at VOIPSupply.com
  -----Original Message-----
  From: asterisk-biz-bounces at lists.digium.com
[mailto:asterisk-biz-bounces at lists.digium.com]On Behalf Of Dovid B
  Sent: Sunday, September 11, 2005 3:56 AM
  To: asterisk-biz at lists.digium.com
  Subject: [Asterisk-biz] VOIP Supply


  Hello List,
  I haved used VOIP supply several times for myself and twice for clients.
When I ordered for myself I ordered ground and it took a few days to come. I
did two systems in Florida. The first time I ordered everything over night
and nothing came the next day. I called them that day and they said they
were sorry. They sent it out and it came two days later. Two weeks later
(last week) I ordered from them again. I ordered on Friday Morning. I
ordered everything for Saturday delivery. They said it would be there no
problem. I ordered 1 - TDM400P, 4 Polycom 501's and 2 Sipura SPA-841's.
Nothing came on Saturday. Since it was a holiday Monday they were closed.
Tuesday morning all I got was the TDM400P. I called them and they said they
were sorry and that "they forgot" to ship it out. They said they were sorry
and that it would be there the next morning. The next morning all I got were
the two SPA-841's. I called them again. They said they were sorry again and
I would receive the rest of the order the next day. Thursday afternoon at
about 4:00 PM I got the Polycom's. Has anyone else had problems with them ?
They seem to be pretty reputable yet this is the second time they did it to
me. The client had to pay to keep me in town. Does anyone know of any other
places that sell VOIP equipment that are reliable ? Thanks.
  David
  PS I forgot to mention that they did credit me for the shipping (they gave
it free). Though it really doesn't help when you have a pissed off client
that needs to get work done.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.digium.com/pipermail/asterisk-biz/attachments/20050911/68a53701/attachment.htm