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Chapter 21. Communicating with vendors > Complaining to a vendor

B-2:. Complaining to a vendor

Do it!

1: Place the following steps for complaining to a vendor in the proper order.

Affirm a desire to work with the vendor for a mutual solution

Give facts to explain the problem

Propose or ask for a solution

2: First meeting: The Quality Control Manager has to meet with the Purchasing Manager for East Coast Mariner’s Supply, a customer. ECMS is the primary distributor of Icon’s new WL Global Positioning System. The Purchasing Manager has received numerous complaints about the LCD panel of the 20-20 model. The Quality Control Manager has agreed to meet with the Purchasing Manager to handle the complaint. When in use, the LCD panels sometimes have several white, red, green, or blue dots on them that remain on the panel’s surface. These dots are called dead or stuck pixels. This problem is most likely an issue with the LCD panel itself. Replacing or refurbishing the panel can correct the pixel problem.

Objective of this meeting: The Quality Control Manager needs to handle the customer’s complaint effectively.

Second meeting: The Quality Control Manager has to meet with a vendor for Atlas Technological Products. Atlas is supplying the department with faulty LCD panels. Icon’s contract with Atlas for the LCD panels in question states that the panels will have no more than three dead or stuck pixels per panel.

Objective of this meeting: The Quality Control Manager must effectively present the complaints to the vendor in order to find a solution to the problem.

The Purchasing Manager is a straightforward individual who is practical and patient for the most part. This customer is friendly and easy-going, and attends to business in a professional and conscientious manner. The Purchasing Manager only becomes upset if legitimate concerns are not being addressed.

The vendor is a confident individual with an outgoing personality. This vendor will go out of the way to accommodate clients and co-workers. However, the vendor is tough and demands to know the details of every transaction in which he or she is involved. If not satisfied, the vendor will not proceed.

Was the Quality Control Manager able to handle the Purchasing Manager's complaint effectively?

Was the Quality Control Manager able to effectively present the complaints to the vendor?

What went wrong during the first meeting?

What went wrong during the second meeting?




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