Geeze, guys!  Do y'all just enjoy arguing?

I think the real issue isn't the practice of reboxing, itself, but the
fact that some (unnamed) suppliers have instituted reboxing -- with
associated additional charges -- without first notifying customers and
working out any terms & conditions within the customer's contract that
might be needed.

As a customer, I appreciate a supplier's concern for the safety and
integrity of my records in their facilities.  I recognize that there are
all kinds of scenarios that may require action and/or decisions on the
part of the supplier.  My hope is always that we can partner and reach
mutually beneficial decisions on how to provide cost-effective RIM
services.

What gets under my skin -- and singularly irritates -- is when a new
BILLABLE service/activity is implemented by a supplier in what appears
as an arbitrary manner, and I think that's what's created all the hoopla
this time.  When a new billable charge appears on an invoice, and it's
not something covered by my existing contract nor was it negotiated, I
am going to be unhappy.  If upon questioning my supplier I'm told that
there's nothing I can do about it, I am going to get angry.

My expectation of a good customer/supplier relationship is that these
changes are communicated and that customers have an opportunity to
discuss them and choose to opt in (or out) of a new service.

Pilar C. McAdam, CRM
Director of Legal Information Systems
Sheppard Mullin Richter & Hampton LLC
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Pilar C. McAdam, CRM
Director of Legal Information Systems
333 South Hope Street
48th Floor
Los Angeles, CA 90071-1448
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Direct: 213.617.5417
Fax: 213.443.2703


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