Happy/Not Happy booksellers on UBD issues

Our writer, Jillian Ewart, follows up on last week's story about missing invoices...

After last week’s story on Chapers & Verses grumbles about missing invoices, Penguin’s sales operations manager Colin Pinfold contacted The Read to advise that “We (Penguin/Pearson/UBD) do have the capability to set up a Retailers account to have the invoice e-mailed instead of going in the carton.

"This means the retailer would have access to the Invoice as soon as the cartons are picked and packed. Any customer who would prefer this option should make the request with Customer Services.”

But the story doesn’t end there.

Annemarie Florian from Storytime in Whangarei emailed:
"Just to add my voice to the general dissatisfaction with United Distributors -- we have also had stock arrive minus invoices, and have had to follow up.

"However I consider that a relatively minor annoyance when compared with
the number of orders that arrive incomplete or damaged. These are duly followed up by faxing a copy of said invoice through to customer services, indicating what stock is missing and that we need to receive said stock or credit to complete the invoice.

"Sometimes this is attended to within reasonable time, but TOO OFTEN it's perfectly unreasonable. Hence we follow up either by email or refaxing our complaint one week later, two weeks later, three weeks later... you get the picture.

"Meanwhile "accounts" in their wisdom put a stop on our account due to the unpaid invoice. Oh perfect, shoot the messenger!"

"Out of our hands" say Pearson NZ we have no authority over that side of things... Sense any seething here?

We asked Colin Pinfold to respond, but while waiting for a reply, Johnsonville PaperPlus’ John Ahradsen contacted The Read to let us know that although there can be a problem with missing invoices - “there have been quite a number” – he has always found the customer service team at UBD responds positively and efficiently.

“The invoice is always on your computer within five minutes,” he says. “In this respect UBD service has been exemplary.”

John also praises the fast service he gets when he has split shipments delivered.

No doubt UBD will appreciate the thumbs up.

And now Colin responds to Storytime’s problems.

“As far as the damages are concerned, these are an inevitable result of any stock handling and will occur from time to time. When these do occur customers are invited to contact After Sales who will quickly remedy any shortcomings by arranging for replacement stock and/or credit adjustments to be made. They will also arrange for a “no fault” stock pick up for any damages needing to be returned to UBD.

“Incomplete orders are very rare owing to checks of carton weights vs expected weights prior to shipping. Again though, if this does occur After Sales should be contacted to rectify.

“It is important that if any retailer is experiencing excessive instances of either of these issues though, that they should contact either myself or their rep with details of the shipment (invoice number or carton number) along with details of the damage or shortage. This will enable UBD to identify likely causes so that a long term fix can be applied rather than just remedying the individual problem. In the case of damages photographs of the damage that occurred is also very helpful.

“UBD is solution focussed and has a task force that will look at any issues I raise with them. They discuss these highlighted issues in a weekly meeting where investigation outcomes are discussed in a bid to find solutions. These investigations have resulted in changes from carton sizes and packaging protocols, through to discussions being held with offending courier drivers and in some cases changes of freight supplier.

“The Financial Team is empowered to make decisions about retailer accounts and to act according to a mandate and set of protocols set out by Pearson.

“If a Customer is feeling aggrieved by the status of their account or the decision made by the Finance Team, I am only too happy to hear of these concerns and to raise them with management from the Financial Team in a bid to reach some form of resolution.”

Colin Pinfold’s contacts are:
Ph: +64 9 442 7468
Mob: +64 027 5644 691
Fax: +64 9 442 7401
Email: colin.pinfold@nz.penguingroup.com