The Money or The Box? Part 2
Day 8
After a week, my fax, printer, photocopier and scanner were still down. As was my enthusiasm for online discount shopping.
No courier. No toner. Three phone conversations. Frustration.
I rang the customer service chap one more time. He promised to call back, but sent an email instead:
Im not sure how this hasent been delivered yet.. give them [the courier] a call on 1300 please
I replied:
I’m afraid that’s not my job. Please refund my money. I wish to shop elsewhere.
Day 8 (Evening)
The manager emailed me:
Generally over 95% of orders for in-stock products are delivered within 3 business days and unfortunately it seems you order contributed to the 5% statistic. My apology for that.
Unfortunately given the competitive nature of this industry and the resulting margins I can’t offer you 10% of your next purchase, but I may be able to give you free shipping depending on what is being purchased.
I said:
Thank you for your response. I appreciate your position and won’t make this mistake again. I’d rather just have my money refunded and pay full price for the item elsewhere. Could you please organise this for me?
He said:
From what I can see both items have already been shipped.
I said:
My delivery docket shows that two items were ordered but only the black and white cartridge was delivered. Would you like me to fax this to you?
Then the customer service chap said:
Unfortunately, we don’t chase up consignment notes, there is no point really, as we don’t know your delivery address the way you do, and cannot assist the courier with a delivery, you can also check it online with little effort.
If you decide to reject the delivery when it comes, we can re-imburse the item cost, but none of your shipping or any other associated charges.
It will also probably take about 4 days to come back to us, and then another couple of days for a credit note, so its going to take at least a week for us to be able to refund this for you.
I replied (CCing the manager):
Thank you. I understand. This has cost me far more in time than I could ever recoup. Just forget about it.
I should’ve driven to Officeworks and paid full price.
I’ve learnt that if you pay the money, you get the box. If not, all bets are off.
Do you agree?
Paul Hassing, Founder & Senior Writer, The Feisty Empire
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It wasn’t online, but this conversation is reminiscent of a situation I experienced having a new dining table delivered. It was dropped during delivery and had a huge chunk carved out of the top.
When we refused to accept it, the delivery guys told us it was our responsibility to call the furniture store and arrange for a replacement.
I was gobsmacked…how is them damaging the goods, my problem? Why should I have to call and organise a replacement? What’s their accountability???
[...] This post was mentioned on Twitter by Paul Hassing, noSh-it! WFiredPizza. noSh-it! WFiredPizza said: RT @myBRC RT @PaulHassing: Thrill to the exciting conclusion of our toner drama. The Money or the Box, Part 2! http://bit.ly/3gznp9 [...]
That is what insurance is for – AND keeping in mind that once you sign for the goods – (and often the fault is NOT noted) then YOU are responsible.
Had too many arguements over this – and now will ONLY accept AND sign for goods ONCE the goods have been inspected – if the driver refuses to wait – I won’t sign – and thus they don’t get paid
Divide and conquer. Fragment the process. Pass the buck. These nasty tactics all deserve a spot in Defence in Depth, Megan.
I like your approach, SWAS. As customers, we have so few moments of power. We SHOULD exercise them in the manner you describe!
Oh! It’s uplifting isn’t it? Such wonderful caring service…
Here’s my latest. Strap yourself in; I reckon this might well be considered my ‘Rantiathan’. And believe it or not, I think it may even qualify as being on topic
:
Before I start, I reckon it is only reasonable to provide some perspective. I consider myself very fortunate. I don’t live in a War-Torn Third-World Country where most of my family has been killed in the name of ‘World Peace’ or ‘Democracy’ or ‘The Common Good’, and the rest of the world considers me a ‘Terrorist’ by birthright. I’m not starving to death, I have a roof over my head (for the moment
). I’m healthy, happy, determined, unmedicated, have a couple of really good friends, a fantastic partner and that friggin’ dog that barks all day every day, doesn’t live immediately next door.
I have nothing to complain about. Yet here I am complaining my virtual breasts off. Why? Because it’s what’s in front of me to do. It’s happening now. It’s relevant and it needs to be said (if for nothing else but my own sanity). And because there are some disturbingly serious flaws in our Economy and unfortunately therefore our Society (’unfortunate’ because that dynamic should be the other way around…major disturbingly serious flaw No: 1), and because I’ve said all along that I would come here and say it how it is (from my perspective, which is all I have), warts ‘n all. There has been plenty of really great stuff…this just happens to a ‘warty’ bit…like all things, including me, it will pass.
Over the past couple of days I’ve been talking with my ‘Personal Local Business Banking Officer’, to whom I wrote a big letter on Monday explaining my current situation and that I need some help to continue my business.
I was sent an overdraft application. I sent this to my Accountant (who incidentally is great), to get her views. She suggested that although it wasn’t an ideal option (and none that are currently available really are), that I should go for it. So I did. The application was submitted yesterday.
On the application form I noticed that it said the following:
“The XXXX Bank will nominate an appropriate limit based on the information within this application”
I thought “Great!, the bank is going to tell ME what MY business needs, yet again!” You’ve seen what that amounted to the first time round, in my comment in ‘Part 1′ of this post ( http://mybrc.myobnet.com/2009/10/27/the-money-or-the-box/comment-page-1/#comment-3365 ).
So, I decided to include an Annexure to my application. This contained my full and properly updated Financial Projections from my Business Plan, which very conservatively project a business income of $335,000.00 for the next 12 months (if I’m able to trade that is), along with how much is invested in the business to date in terms of establishment/setup (time, labour, etc over past 18 months – estimated at $195,494.00 – not including Gov’t/Institutional wages, processes etc at the Tax Payer’s expense), current capital assets of over $45,000.00 and a successful launch last month with over $3500.00 income and current debt level of approximately $28,000.00…and other details pertaining to my actual income status over the past 12 months. (In the corporate world with figures of these proportions, it would be considered an extremely healthy company, wouldn’t it?)
I explained what I need the money for, what trading opportunities I have in front of me (trading licenses and permits I have acquired for local venues and precincts), that I’m now licensed to trade in 2 States and that I need a realistic financing solution to consolidate minor debts, to bring my Credit Card up to date (I’m 2 minimum payments overdue – $606.00), pay current bills and provide a modest but sensible cash-flow platform from which to develop my new wholesaling strategy and generally progress my business. I asked for a $25,000.00 overdraft, from within a program that boasts up to $50,000.00 for businesses that qualify…mine qualifies.
I got a phone call from the bank this morning telling me that my application was declined because my Credit Card Payment is outstanding. I said “Yes! That’s what I said in my in my letter , AND on the phone AND IN MY application…isn’t that what an overdraft is for? And you did send me the application knowing this didn’t you?” She said that the Credit Card account is considered by the bank to be “Delinquent”. Like that’s an answer?…!
I asked her that if I pay the outstanding the Credit Card Payment, will my application go through. The answer – “I cannot advise on that. I can only tell you that we can try to resubmit the application.” I transferred the only available money I had; a standard ‘Main Business Account’ overdraft amount of $500.00 which I have left for a ‘life & death’ situation. This was transferred this morning (NB: FROM WITHIN THE SAME ONLINE BANK FACILITY!!!), into my Credit Card Account. I rang my ‘Bank Officer’ and asked her if this will get me out of ‘delinquency’ and legitimise my application. She said that she won’t be able to answer that question until tomorrow when their extremley fast and convenient online banking facilities make the ‘instant, real-time’ adjustments. Bluddy Hell! And we wonder why we have cyclic Economic ‘Climate Change’?
Now bare in mind that in my first letter (the one I sent on Monday), I highlighted the fact that I saw this situation coming in July 2009 when I applied for an increase to my Credit Card ($5000.00 only), which would have ameliorated if not prevented this situation…and that too was declined.
You know, I don’t consider myself an entirely stupid or completely illiterate person…but I must admit, I’m beginning to wonder. Am I just so friggin’ stupid that I’m missing something blatantly obvious?
I’ve been through a Gov’t run Small Business Program, constructed a Gov’t Approved Business Plan, earned a Cert IV in Small Business Management, been mentored and advised by ‘Business Experts’ for over 12 months…
Am I the only small business in history that has had challenges in start-up and found it necessary to ask for assistance from a leading bank that spends literally ‘gazillions’ a year advertising how fantastic it is with stuff like this – “Whether you’re an experienced company or just starting out, we’re ready to help.”
I’m simply gobsmacked and floored to think that this is the level of business acumen that is available in our country in 2009! Am I expecting too much? Am I the one that is completely insane?
I can only hope that there is a bank or financial institution out there that actually can and is willing to help a small business like mine? If there is, are you willing to take on a new client that has done absolutely everything he possibly can, has a viable business with great trading opportunities in front of it and just needs a bit of realistic and sensible help to progress his business to the next level? Is there? If there is, I’m all ears
Thanks again folks for your indulgence and to Paul and Megan for your continued support in allowing me to use this fine platform. I just wish I had better news…and rest assured I’m not giving up…I’m determined to continue until I can provide that ‘better news’.
Cheers
Stephen G
PS Having read my ‘Rantiathan’, I quite like it
. I wonder would you mind if I put it up on my blog too? 
Many thanks for your terrific (both meanings) update, Stephen.
This seems to be a classic case of thinking outside the box. They’ve got a box to tick, and they think you’re outside it.
No matter if you’re Jesus looking to patch his net prior to fishing for men: if the visa is delinquent, you ain’t savin’ nobody!
You’re not insane. Nor are you the only one. You’re merely outside the box.
I plan to write a post that explores whether dallying in Small Business Land renders us permanently unemployable, discreditable and otherwise untouchable.
Based on your experiences, and a few of my own, I think it may.
Please do continue to keep us closely posted. And by all means stick all your comments wherever they fit. This forum is one small world in which you still have import and power. P.
Thanks mate…as always your encouragement is a great balm.
I have to ask…after all of the Gov’t approved stuff, and business planning and, and, and, that I did…how the bluddy hell does one actually get inside ‘the box’? Or do they just keep shifting it…or do we just think it’s there and it actually isn’t?
It would appear that my only recourse is to see exactly how unemployable, discreditable and otherwise untouchable I am (I certainly feel like that right now), by regrettably venturing out into the employment market…I have to tell you, I’m not all flushed with excitement about that prospect right at the moment…
You know, I thought I might have finished crying all of my tears in the years during and after I lost my family and all that. I haven’t cried for a long time…but I cried this morning…and just between you and me, your kind words have me welling a tad now, but at least these are the good kind
Thanks mate…really
Cheers
Stephen G
When you’re finally up and running, and you no longer need a helping hand, that will be the day you’re offered an increased credit card limit. For it will finally be safe to do so.
Fortune favours the brave, but The System does not. Perhaps you should choose your least helpful fiscal friend and send them one of these: http://bit.ly/3APpqI
I don’t know how you lost your family, or whether you’re speaking literally or metaphorically, but I’m dreadfully sorry for your distress and I remain keen to help you any way I can.
Re: No longer needing a helping hand: Yep! No doubt
But ‘the System’ is made up of people, isn’t it?
Hehe! So you did do the T-Shirt thang?
Amoizing! 
How does one ‘metaphorically’ lose their family? I know I’m not the only one that has experienced such things…but it still hurts, and it is difficult starting again from nothing in mid-life…but plenty of folks have done it, and I am another one of those…
Like I said mate…like all things, it will pass. I’m hardly ‘throwing the towel in’. Often what looks like crap has something great behind it…I don’t want to set myself up as some kind of pathetic drama queen here…or is saying it how it is the same thing? If it is, then we’re all in much deeper ‘doo-doo’ that even I thought…:-P
Funnily, I thought I was up and running for a while there…but trying to run a proper business on a shoe-string, isn’t running a proper business at all…it’s just doing one’s best with what one has.
Onward and upward
Cheers
Stephen G
A retired bank manager of my acquaintance says “the bank lends to people who don’t need it, when they don’t need it”.
That sounds spot on to me, Dorothy!
I wonder if there are any bankers in our audience. I’d love to get their take on this matter.
Thank you for contributing.
Thanks Dorothy…that is a brief but very powerful contribution.
I had a long talk with a good friend from the UK last night. He is also a prominent management consultant and an inspiring speaker, writer, trainer and genuinely great human being. He also graces these hallowed annals on occasion too.
Our conversation helped me to crystalise some ideas that have been cooking in the background…many of them for years.
I’m old enough and ugly enough to know that the Universe (that I love to rail against
, always puts in front of us exactly what we need to get to the next step…even if that step looks like a backwards one to us.
Suffice it to say that I’m feeling more inspired, and now that the shock and dismay of yester has subsided somewhat (venting here and on my blog helps with that
), my current strategy is this:
Screw everything, I’m taking a few days off!
I know creativity gets blocked by stress. I’m gifting myself the time to relax, regroup and recook my business. My good friend Michael knows me well enough to know that my inclination is toward thinking big (which I have purposely not been doing…I like to try different things
)…and, as one of my favourite bits of the Universe (that I do not rail against, so much 
, he is a great speaker on behalf of it. And though it may seem otherwise, I do have my own weird way of listening.
So without building any false expectations or setting myself up for failure, suffice it to say that I’m inspired and not giving up…stay tuned and thanks folks for your encouragement…won’t it be a great day when our culture values that enough to bank on it?
Cheers
Stephen G
Okay you guys are starting to freak me out with all these synchronicities; this is weird even for me (as Stephen will attest)!
Paul, I had a toner dispute – real and virtual – some months ago, the former as consequence of the latter, neither of which resulted in the desired outcome. The online experience mirrored yours. Being somewhat at pains to be environmentally responsible and not line the pockets of greedy OEM manufacture’s, I then opted for a refill at a franchise establishment a couple of miles away (’scuse the exhuast pipe emissions en route), my retail experience also mirrored yours. F***ing non-OEM powder-coating coagulated and stuck to the drum, trashing my laser printer. Talk about environmental mashup. There’s me guiltily off to the recycling centre with two toxic toner cartridges, a defunct un-biodegradeable printer and the additional petrol fumes (unleaded, Lord have mercy) as karmic bonus for me to atone (pardon the pun) for next time. At that juncture I was reminded of why I hate poets.
John Ruskin’s assertion from the turn of the 19th Century: “It is unwise to pay too much. But it is worse to pay too little. When you pay too much you lose a little money — that is all. When you pay too little, you sometimes lose everything, because the thing you bought was incapable of doing the thing it was bought to do. The common law of business balance prohibits paying a little and getting a lot — it cannot be done. If you deal with the lowest bidder, it is well to add something for the risk you run; and if you do that, you will have enough to pay for something better”
Y’see, it’s always a poet we should respect, who for the most part, gets paid the least. Well, until the posthumous royalties arrive anyway. I’m a late developer and that’s my excuse. Which is a suitable late developed toner ink denouement…
Stephen: I FEEL ya man. Thank you, truly, a great exchange the other night..morning…damn, we transmuted the timezone, huh?! Honoured by your humbling comment here too, bless your gr8, nay, huge light-filled Osstraalyan heart.
I do specialise in translation/interpretation. As stated on my website, I am fluent in Ownerish: “fiercely independent-thinking perfectionist (penniless) business owner with a dream” as well as in Lenderish: “investor with deep pockets whom take no risks”.
For those of you watching in black and white, Stephen and I share virtually carbon-copy (print-scan theme there, heh heh) perspectives on how money really works, why the economic system is evidencing its immiment fall, what will replace it (history repeats if lessons ain’t learned; just gotta go back far enough to the earliest chapters, in fact before what most consider to be Chapter One, but in this instance, Chapter Two, fourth paragraph, the bit where Phoenicians built a civilisation, global industry and business ethics without money) and the role we motley mutinous crewmembers on the good ship Earth can play a part in steering us all away from needless reruns.
Stay tooned. Loved your Jesus visa line Paul. Seems to me there might just be something in the adage: where two or more are gathered in my name…
By Jingo you’re a generous commenter, Michael! Who’d've thought I’d wake up to a lazy Punic reference?! Do you do children’s parties?
Thanks for taking such time and care to add delicious new layers to our conversation cake. P.
‘Tis a shame, Paul, that for all this talk of the National Broadband Network enabling more Australian online business there is still so often much to be improved with what is already out there.
Nonetheless, having spent most of my adult life working in and around IT (including a fairly lengthy stint in distribution), your experience comes as little surprise to me. Sadly, there are too many ‘cowboys’ who add no value, and compete solely on price. Stupidly small margins are all too common, and developing good customer service is something these folk cannot afford, even if it occurs to them that it is a good idea.
Thank you, Stephen. I agree with you totally.
The saddest thing in my book is that it usually takes more time, people and money to say ‘no’ than to simply fix the problem.
Firms that focus on a 3% margin also build their policies around the 1% of customers who might do them wrong. This massively disadvantages the rest of us who must struggle with ossified, precedent-averse procedures.
Thank you for dropping by, Stephen. Always nice to see you!