Lost an order from an old customer('s son)

abiztime.com

Lost an order from an old customer('s son)

Backgroud: the old customer died in a car accident. Old customer's son would like to take over the business and place a new order.

Old Customer’s son:

Pls find attached a new PO.

Awaiting for PI.

N

Thanks for your order again.

Could we confirm the order next week? The ABC factory is currently relocating to a new facility, and they will  confirm the availability of the semi-finished products next week.

Please find Attached.

N

Good day.

Please kindly find Attached.

We are sorry to inform you that the old ABC has been discontinued. The factory has developed a new model to replace it, which also resolves many of the after-sales issues of the previous version. The unit price of the new ABC is USD 18.00 higher than the old one.

We can send you a sample by DHL for quality testing before you place an order.

Besides, after your order is confirmed, we would be glad to provide updated product photos and videos for your brand.

New customer’s son(the son of the old customer's partner)

We are very sorry to hear this!

It is not something good to hear this kind of news on the occasion of placing PO. If the factory decided for discontinuation of any product, the reseller (our company) must have been informed of this situaiton in a reasonable time.

We are placing our orders as per the orders we got from the clients (:

Any way, we have been get used to such positions from your side.

Please do send a sample to our side asap.

N

Thank you for your patience, and please accept my sincere apologies for this situation. You are right to be upset, and we should have informed you much earlier.

The ABC sample will be shipped by DHL as soon as possible. I will also re-confirm the other accessories for this product tomorrow and update you accordingly.

N

Good day.

The new ABC sample was shipped via DHL today. You will receive it by September 12nd, and the tracking number will be updated tomorrow.

Please kindly  find attached.

Regarding the ABC product, we have sourced a similar design to replace the old one. The quality has been improved, but the unit price is $1.85 higher than original one.

We apologize for any inconvenience cause.

If you have any question please feel free to contact us any time.

Old customer’s son：

I have two questions.

1-You mentioned that the new price is $18 higher than the old one.

2-Don't you think this price is too high for minor revisions?

3-As far as I remember, even the unit price of the old ABC was $20.5.

4-Could you please provide us with full details on this matter?

5-Do you have any of your oldest ABC product(the ones suitable for in-embedded types)? We need those products.

N

Thanks for your kindly feedback.

First, kindly pay attention to the DHL express delivery today. The shipment has already arrived in Istanbul. Tracking No.: 288XXXX.Please also check and compare the DHL ABC sample with the old one. Kindly note that the DHL sample  is $1.85 higher than the previous model.

Second, kindly find our reply as below:

You mentioned that the new price is $18 higher than the old one. Don't you think this price is too high for minor revisions?

Yes. Price is higher but not almost different product structure. Please kindly check the video.

a-High tooling cost – The plastic mold alone required an investment of over $30,000. This structure is more durability.

b-Special spare parts – We use unique components, especially for the valve, to ensure durability and reliability.

c-Advanced functions – The ABC is equipped with LED features and multiple outlet options.

d-Long development cycle – We spent more than two years on  product development to ensure quality and innovation.

        The above points are the feedback from our factory.   

In brief, you may recommend the new design (which is $18.00 higher in unit price) to your customer as an optional choice.

Besides, please note that most ABC factories have already updated their new designs to replace the original ones. The average market price for these new models is  between $40–$70 .

This is only to share the latest market information with you.

2.As far as I remember, even the unit price of the old ABC was $20.5. Could you please provide us with full details on this matter?

       Yes.The old ABC(T type) was $20.5. Could you please let me know which full details you need ?

       Besides, The unit price of DHL Sample  is $1.85 higher than old one.  Enclosed is the difference details.

3.Do you have any of your oldest ABC(the ones suitable for in-embedded types)? We need those ABC.

   Yes. The Built-in type is also available .