| LETTER TO:
Verso Group LLP
dba/Brain Child Products
aka/customsiliconebracelets.com
info@customsiliconebracelets.com
146 Main St.
Toledo, OH 43605
419-698-4020
419-697-8324 (fax)
419-693-5300
rcroak@versogroup.com
January 24, 2005
Verso Group
DBA/Brain Child Products
146 Main St.
Toledo, oh 43605
RE: “www.customsiliconebracelets.com”
Gentlemen:
I cannot express how negatively your company's
actions have impacted the relationship I have with the more
than 2000 customers who have purchased your product over the
past two months. I am extremely angry over what has occurred
and do not wish to speak to another Brainchild Products (aka
/ customsiliconebracelets.com & Verso Group LLP) representative,
associate or employee offering excuses for a series of events
they should have been aware of from the very beginning.
This, being our first order with your company,
I did not realize how structurally inept and organizationally
incompetent your production representatives and customer service
department are. A summary of the discussions I have had with
your company follows:
On or before November 23, 2004, I contacted
Brainchild Products, Mr. Robert Croak, regarding an order
we wanted to place for custom silicone wristbands. Within
a day of our conversation I forwarded a hi-resolution .EPS
file and a .JPG mock-up of the logo we planned to reproduce
on the bracelet. Mr. Croak assured me that the artwork we
supplied was sufficient and that because of the high quality
of their materials, our logo would appear sharp and clear.
He commented on the differences between his manufacturing
process and that of other less reputable companies. At, or
around this time, Mr. Croak forwarded a sample of his product
for my examination, via DHL shipping service.
On November 24, 2004, I received an invoice
for the full amount. However, Mr. Croak agreed to accept half
(50%) of the total as a down payment and the balance once
the order had been completed. Mr. Croak also agreed to deliver
the product on or before December 15, 2004 as this was his
standard production time.
On December 6, 2004 I was notified by our Bank
(Bank of America) that Mr. Croak had not billed my credit
card for half of the invoice total as agreed, but for the
full amount. I was told by Mr. Jonathan Anderson that this
was a simple oversight but since the order was expected to
ship the following week, we agreed that a credit would not
be necessary.
Also on this date, December 6, 2004, and after
learning that our job had not be run, we discussed with Mr.
Anderson the possibility of increasing our order. At that
point we increased the size of our order and received a new
price based on the increased quantity. We also agreed that
an additional deposit was not necessary because a sizable
amount had already been billed to our company credit card.
On December 15, 2004, the scheduled delivery
date of our order, I phoned regarding the status of our shipment
and was told someone needed to check on it that I would receive
a call back.
On December 16, 2004, after not hearing anything,
I made a second call to follow up on my shipment, which was
supposed to arrive in time for the holiday orders we already
had booked. I was offered an apology and told our shipment
would arrive on December 22, 2004 giving us time to fill our
growing list of holiday back orders.
On December 22, 2004, I called Brainchild Products,
yet again, to follow up on the status of a shipment that did
not arrive as promised. Mr. Anderson informed me that they
were unhappy with their current manufacturer and had decided
to move production to a different company. He agreed to reduce
my cost on the product and promised to have part of my shipment
delivered by December 31st.
On or about December 31, 2004 we received about
10% of our full order. Of the 10% we received, about one quarter
of the pieces inspected were stained with blue dye. Another
3% were otherwise defective. Also on or about this date I
called Brainchild Products and this time spoke with Doug.
I was told that he had taken over my account and that I would
receive my full shipment no later than January 7th.
On January 7, 2005 I phoned Brainchild Products
to inquire again about my shipment. I was told the package
would be shipped overnight to arrive the following day on
Saturday.
On January 10, 2005 I called about my package
that did not show up over the weekend. I was told by Robert,
Jonathan and Doug that the shipment would definitely go out
before the end of the week to arrive on January 14.
On January 18, I called Brainchild Products
and was told the full order would be picked up on Saturday
by UPS and shipped overnight to arrive on Monday, January
24th.
Today is Monday January 24th and again, after
not receiving my shipment of custom silicone bracelets, I
have been told they need about 7 more days.
The current situation is this: I fully expected
to have our bracelets on or around December 15, 2004 in time
for Christmas. It is now January 24 and I have yet to receive
my completed order. When I spoke with Mr. Alexander today,
I was unable to determine the true nature of the problem our
how we could work together to fix it.
As I mentioned, my customers and I are quite
angry about the situation and have no doubt that if the respect
and attention to detail your company has showed me was indicative
of your organization's overall work habit and ethics, my situation
is not unique.
Is your company prepared to repair the damage
you have caused? If so, call me today with your proposed solution.
Regards,
MARKETING ENERGETICS CORP.
/MetroSpy
Dan Jordan
President |
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