I was surprised when the email came across. I was also pissed because the person did not have the decency to call me. Hiding behind an email and having someone else do the dirty work is bad karma.
Long story short, manufactured shipped the wrong box which delayed the machine they wanted by three weeks. During this time the direct branch he was working with could not repair his device and then cancelled the maintenance agreement. We sent a tech to see if there was anything we could do to get them running, we could not. The DM told me thank you thank you for sending the tech and "now I know I did business with the right company". We spoke again a few days later and I told him I would check to see if I had a loaner to give them until their device came it. I checked and we did not, again he thanked me for thinking out of the box and trying to help.
Today the email came in from a no body and stated that the other DM is cancelling the order because they can't wait and ordered a refurbished device from the same company that could not fix the current machine and cancelled the maintenance agreement.
I was floored. So the back story is my DM went on vacation today and the other DM picked the day that he was away to cancel the order. I do believe that he went behind the other DMs back.
I called my DM and sent a text but with being in the air I did not hear back a response. In addition to all of this it was net new business. I'll be sending another email in the AM and I've already sent a message stating we could put in a new device but not the exact model number to tide them over.
I spoke with my DM on Monday, that's when I told him we did not have something used to loan him. He was fine and no issues. Thinking the other DM is the culprit and if the other DM would have called me an expressed that he wanted something quicker I would have offered the new device to tide them over.
Just frustrated to no end on this one. @Jason H
