Jay Sturgeon said:
Here's the kicker, to don't bill us, they just take it out of the check when they send it. Then you have to move the world to get your money back.
We've had a few try that with us. A note is added to their file so when they place an order next time, the flag is raised that $$ is still outstanding. It is then a Sales issue to decide if it worth placing an order at this time or waiting until the Customer pays up.
Basically, we explain the situation that money is still outstanding. If the Customer says that there was a problem with the material, we explain that we are ISO 9001:2000 registered and that we have a process in place to effectively and efficiently handle Customer Complaints. We
want to hear the complaint...how else can we ensure that a similar situation does not arise again. To communicate the issue back to us and allow us to resolve it means that everyone wins in the end....and so on and so on...
Usually they pay up...and we don't get complaints from them again (or short payments as frequently).
SteelMaiden said:
ROFLMAO...I bet I can name those customers, they try it with all of the mills until somebody stops the practice!
Shhhh! You never know who's reading this!

Found out that one of my organization's Customers is a fairly regular poster to the Cove.
The problem for us was two-fold. Customers who complained about invalid issues and a department who accepted the Customers without further analyzing the issue. I'm pleased to report that after collecting data for about 1.5 years, the number of invalid complaints has significantly dropped (i.e., those particular Customers are no longer thorns in my side) and the process is slowly beginning to change (i.e., we're being asked to analyze and resolve the issue before the credit is paid out).
s-bell said:
I'm with you Cari, maybe it's time to spread my wings and leave the automotive industry behind.
That's a shame to read! Especially because it's only due to one aspect of the Customer. Surely if the first dock has things under control and is reasonable, there is hope for the other dock?
It would appear that even though it sounds like you're addressing the complaints, the Customer just keeps on piling them up. Suggest that you put a freeze on all complaints from this Customer (and point out, if true, that short-payments are not permitted as per their contract) until a meeting is held to discuss the situation and a resolution, satisfactory to all, is developed...or at least drafted up.