A supplier relationship we will not be continuing
The relationship ultimately deteriorated to the point that we considered Bounce Activations to be in breach of the agreed contractual terms. We commenced formal pre-action correspondence in relation to those alleged breaches and resulting losses. During a damaged product case concerning a product supplied for one of their client projects, a representative of Bounce Activations chose to publish serious allegations about our company publicly while the product return and repair/replacement process was still actively underway. Throughout the case, our customer-service team repeatedly attempted to facilitate the return, including resending the prepaid return label on several occasions and providing clear instructions. Despite those efforts, the product was not returned to us for inspection before a third party intervened and modified it. The correspondence became increasingly confrontational and, in our experience, increasingly focused on escalating the dispute rather than completing the return process we had repeatedly provided. Despite our customer-service team continuing to provide a clear route to resolve the original complaint, the exchanges escalated to the point that multiple members of our team asked not to have further direct dealings with the representative involved, Fay Cook. Despite not having been given the opportunity to inspect the alleged damage to its original condition, specific allegations concerning the manufacture of the product and the cause of its failure were subsequently published publicly as fact. What should have been a straightforward return, inspection and repair or replacement instead became an unnecessarily confrontational public dispute involving serious allegations against another business. Following this experience, we terminated the prospect of any continuing commercial relationship with Bounce Activations. Businesses inevitably encounter problems and disagreements. For us, the important test of a commercial partner is how those situations are handled. Our experience has given us no confidence in pursuing any future relationship with Bounce Activations.
By James H.