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39 posts

Geek


Topic # 24649 30-Jul-2008 05:59
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Following on from a couple of posts that are up regarding the poor service from Ingram Micro.  Boy does it show that these guys don't have any serious competition - if any of our businesses or employers were run as incompetently as they are we'd all be out of jobs.

Their service is crapola.

Following is excerpt of email to Ingram's CourierPost liason - it was forwarded on to her about three weeks ago.  It was obviously not important enough to merit a response.  Unfortunately it is far too typical of the service that us and our partners get from Ingram.

Seethe.  Bring back TechPacific - they were a zillion times better before being bought out by these bozos.

 

Email excerpt below:


Hi – can you please pass this mail to name – your Courierpost liaison.

Hi name,

We have a real problem with Courierpost’s and Ingram’s performance in satisfying this order that I hope you can help me with.

The last time we ordered equipment for this customer it took five days for it to finally arrive – it turned out that this was due to the fact that the courier couldn’t be stuffed walking up the three flights of stairs to the customers’ offices, so he just kept the goods in his van.  At the time our contact at Ingram (another name) had to Sub60 a replica order to the customer as no one could seem to get the driver to deliver the goods.

On Friday afternoon we ordered one new PC for this customer and (from the Courierpost web site) it appears that this was picked up first thing on Monday, so we expected it would have been delivered by Monday afternoon.  In the end it was only delivered yesterday (Wednesday) afternoon after we rang your sales desk for the fourth time and I lost my nut at someone.  I believe they spoke to you and, as if by magic, the customer rang less than an hour later to say that the goods have turned up.

The courier supposedly couldn’t make out the company name on the address label, but this is obviously rubbish – I have seen the address label and the driver would have had to be blind not to make out the details.

From the similar circumstances we can only assume that again this driver couldn’t be bothered walking up the stairs with this PC.  As a side note, when I rang on Tuesday I even asked your call centre to pass a message to Courierpost telling them the customer would come down and get the parcel if the courier wanted – all he had to do was ring.  This had no effect.

Name this situation is clearly unacceptable and it has caused us great embarrassment with our customer.  On both occasions they have been urgently waiting on their equipment and on both occasions they have become incredibly frustrated with our inability to get it to them.

The last time this happened I emailed another name asking for an explanation and an assurance that the same thing wouldn’t happen again.  Obviously it wasn’t considered to be very important, as I have yet to receive a response.

On top of the courier’s poor performance we also find that it is almost impossible to get Ingram Micro to take any ownership when events like this happen.  If we press your call centre hard then they may log an enquiry with Courierpost, but our experience has shown that these are almost completely a waste of time, as they don’t seem to have any effect whatsoever.

If we don’t press your call centre then they just tell us that the delivery will be there ‘this afternoon or tomorrow at the latest’, regardless of how late it already is.  It is obvious that they treat such enquiries with a very low priority – as an annoyance even.

In the end I had to get irate and demand action before the guy I spoke to yesterday actually managed to haul himself out of his chair and escalate the problem to you (this was after telling me several times that there was nothing more he could do).

On your web site name it says that part of Ingram’s value proposition is ‘Focussing on delivering the best possible customer experiences’, yet this is far from what our experience has been with these incidents and Ingram’s handling of them.

I would appreciate you taking this up with your courier and your customer services manager and providing me with some form of assurance that this won’t happen again, as this kind of thing costs us customers.

As a side note, I wanted to send this email to your customer services manager as well, but I couldn’t tget he person at your call centre to tell me who this is (I could only get your first name and not other details after all).

Thanks in advance,

My name.


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235 posts

Master Geek


  Reply # 152613 30-Jul-2008 09:23
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Surely you can't heap the blame on TechPac for a bad courier, shouldn't it be the CourierPost that you should be harassing?

 

I deal with TechPac and Dove. I've had one 24 port gigabit switch ordered from TechPac die and theymanaged to replace that rather promptly.

 

Twice this year from Dove i've ordered something that has had to come up from Chch only for the Chch people to send up the wrong device and cause frustrations. Must be a conspiracy




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Geek


  Reply # 152615 30-Jul-2008 09:28
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Hi Mr Pink,

No, you are right, I can't blame Ingram for the actions of a poor courier, but it is their responsibility to do something about their carrier when things go wrong.  Especially since said carrier won't even talk to us about Ingram orders - they tell us to go and talk to Ingram.

Ingram's response to these problems has been pathetic at best, totally negligent at worst.


 
 
 
 


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  Reply # 152751 30-Jul-2008 17:35
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While I sympathise with your situation, my dealings with Ingram Micro to date have been fine.  They do make the odd mistake, but you just have to make an allowance for this.  It would certainly be a different story if this was the norm.

damianf: Following on from a couple of posts that are up regarding the poor service from Ingram Micro.  Boy does it show that these guys don't have any serious competition - if any of our businesses or employers were run as incompetently as they are we'd all be out of jobs.


I doubt we'll ever get another big distributor - our market is far too small to warrant it.

damianf: Following is excerpt of email to Ingram's CourierPost liason - it was forwarded on to her about three weeks ago.  It was obviously not important enough to merit a response.  Unfortunately it is far too typical of the service that us and our partners get from Ingram.


If you had a tracking number from CourierPost, why not liaise with them directly?  Once goods have left Ingram Micro and Courier Post now have them, it's out of Ingram Micro's hands.

damianf: Name this situation is clearly unacceptable and it has caused us great embarrassment with our customer.  On both occasions they have been urgently waiting on their equipment and on both occasions they have become incredibly frustrated with our inability to get it to them.


If the equipment was urgent, you should've either had the goods shipped to you and then taken the equipment out to the customer, or organised pickup from their dispatch centre.

damianf: The last time this happened I emailed another name asking for an explanation and an assurance that the same thing wouldn’t happen again.  Obviously it wasn’t considered to be very important, as I have yet to receive a response.

On top of the courier’s poor performance we also find that it is almost impossible to get Ingram Micro to take any ownership when events like this happen.  If we press your call centre hard then they may log an enquiry with Courierpost, but our experience has shown that these are almost completely a waste of time, as they don’t seem to have any effect whatsoever.


I'm doubtful you'd get a guarantee of this - how can Ingram Micro guarantee delivery from a 3rd party company that have no control over? They can certainly try their best on their end, but they are only the distributor, not the courier as well.

damianf: I would appreciate you taking this up with your courier and your customer services manager and providing me with some form of assurance that this won’t happen again, as this kind of thing costs us customers.


You need to carry stock. Depending 100% on a distributor is just asking for trouble.



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Geek


  Reply # 152816 30-Jul-2008 21:02
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Hi Nate,

We used to have two large distributors in NZ and TechPacific was none too shabby, until they got bought by IM, of course. 

Also, CourierPost won't discuss IM shipments with us - they just tell us to go back and get IM to do something about it.  Our frustration is that IM often can't be bothered.

I disagree with your comments regarding not relying on courier delivery times and IM not having control over their carriers.  IM clearly publish delivery timeframes for goods that are in stock and I believe its common practice in the industry for us resellers to rely on these (plus or minus a day, but we're talking a lot more than a day overdue here).  Also, IM spends millions with their couriers every year and this gives them huge leverage with them - when they can be bothered using it.

Cheers,
D.

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  Reply # 152832 30-Jul-2008 21:52
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damianf: Also, CourierPost won't discuss IM shipments with us - they just tell us to go back and get IM to do something about it.  Our frustration is that IM often can't be bothered.

I disagree with your comments regarding not relying on courier delivery times and IM not having control over their carriers.  IM clearly publish delivery timeframes for goods that are in stock and I believe its common practice in the industry for us resellers to rely on these (plus or minus a day, but we're talking a lot more than a day overdue here).  Also, IM spends millions with their couriers every year and this gives them huge leverage with them - when they can be bothered using it.


I can't understand why CourierPost would be reluctant to discuss a IM shipment.  Seems very weird, and I have to admit I've yet to query a shipment with them as our goods (touch wood) always turn up (having said that we are central Auckland).

If CourierPost keep mucking you about, you may need to always pickup from IM.  At least the turn around is very quick - around 2, 3 hours if the goods are in stock.


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  Reply # 152895 31-Jul-2008 09:32
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nate: I'm doubtful you'd get a guarantee of this - how can Ingram Micro guarantee delivery from a 3rd party company that have no control over? They can certainly try their best on their end, but they are only the distributor, not the courier as well.


Ingram Micro have lots of control over who delivers their goods and when it's delivered. I'll bet if Ingram threatened to give all their business to another courier unless Courier Post picked up their game, they would see a marked increase in performance.

nate: You need to carry stock. Depending 100% on a distributor is just asking for trouble.


Carrying stock is not an efficient way to use a company's money and it is not feasable unless you can accurately forecast your sales for the coming months. There's no way to plan ahead for those urgent requirements so you would hope that you could depend on your distributor's advertised delivery times.

It's probably worth noting that there are alternatives to Ingram Micro - not for everything but they aren't exclusive distributors for everything they sell. HP equipment can be bought from Exeed, most software can be bought from Sofsol, and lots of peripherals and other accessories can be bought from other distributors such as BDT or Dove.

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Master Geek


  Reply # 153122 31-Jul-2008 20:36
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Ingram Suck. They only get our $$ when they have something we cant get elsewhere.

The ETAs they give are shocking. I ordered a motherboard 15 days ago. The listed ETA is 12 Days. The ETA on my backorder report is still 12 Days......

Ingram are hurting big time now that Synnex are around, they have about 50% of the oem system builder market after only a few short years.




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Geek


  Reply # 153173 1-Aug-2008 04:02
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Ironically as I type this we have an IM order that their courier didn't deliver - they didn't leave a 'while you were out card', I'm pretty sure this was because they didn't come at all (we were at the office at the time, so it's a mystery how he failed to notice the door being unlocked and people actually being there).

We have been to a local post office to pick up the parcel three times and each time its not there.  Ringing Ingram is a joke - they log 'enquiries' with the courier, but have yet to ring us back once.  They just show a total lack of ownership (and competence).

Seethe.


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Master Geek


  Reply # 153199 1-Aug-2008 08:46
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And todays the they they put their freight prices up!

Watch as all the add two dollars and drop ship customers up their prices.


I wish Ingram had a "No drop ship unless you do over XXXXX a month rule" would stop every man and his dog+cat making a OScommerce online web shop.



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Geek


  Reply # 153352 1-Aug-2008 15:38
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Simonm: And todays the they they put their freight prices up!

Watch as all the add two dollars and drop ship customers up their prices.


To be honest, we'd be happy to pay this extra amount if it meant an improvement in their service.  Ingrams service is apalling, CourierPosts is even worse - combined they are atrocious.

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  Reply # 156605 13-Aug-2008 15:18
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I have been using IM for about two years now and always had great service from them and CourierPost.
I always get goods delivered to the depot only though and collect myself.
CourierPost are about the only company that call my cell when goods arrive for me.  Them and NZ Couriers.




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Master Geek


  Reply # 157640 18-Aug-2008 09:24
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Ingram = Fail

If i had somewhere else that was as easy to order from as ingram then i would use them in heartbeat.

I make a point of only ordering things that are in stock - Ingrams time frame on back orders can be like microsoft time - carrot on a stick that never gets any closer.

I ordered some bits from a Chinese supplier last week - had to jump through hoops for them to confirm payment then it took 5 days to deliver the components... was mighty cheap though.

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Master Geek


  Reply # 159074 22-Aug-2008 22:17
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Thanks Ingram, for right royally screwing up a 25k order for a server that was in stock, which somehow you managed to sell to someone else after our order was placed.



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Geek


  Reply # 159105 23-Aug-2008 05:39
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Almost 8 weeks now and no response from Ingram in reply to my email.  We've had some pretty crap service since then, though.

Bring back TechPacific!

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Master Geek


  Reply # 159164 23-Aug-2008 16:47
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I dont think they are comming back Frown

I just wish there were other distis for Samsung, Toshiba etc.

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