機材の物語パート8

本当にPeavy会長は手紙を読んだかどうか解りませんが、出すだけでは気が落ち着きました。っといいながら、時間しばらく立ったらあるの朝のメールチェックしましたら、Peavy社会から返事をいただきました。心の喜びが溢れた。さすが、Peavyの設立者。やっぱり誇りと威厳のたっぷりな人ですね。

英語で申し訳ないですがPeavy会長の返事は以下のとおりとなります。

Dear Steve,

Thanks for your note of 1/25 re: shipping damage. Obviously, the speakers were damaged severely in shipment, and unfortunately this happens far more than I think it should. For some strange reason, we seem to have more shipping damage in the Northeast than anyplace else in the country multiplied many times. Why…I don’t know. This is especially true if the product passed through a depot in and around New York City. Some of the freight people there seemingly think it is their “duty” to slam stuff around. We try to pack the product as well as we reasonably can, and the products themselves are designed to be rugged because it’s portable equipment. On the other hand, not much will protect a wooden cabinet if it is slammed against a shipping dock with a forklift.

I have taken the liberty of passing through a copy of your memo and the pictures to our Traffic Manager (Harold Hart). I’ve asked him to investigate how these were routed and how UPS managed to ding up the speakers so badly. UPS does occasionally damage shipments, but generally far less than some other companies (especially in the Northeast).

I don’t know whether your product was shipped from Musician’s Friends’ West Coast facilities or their warehouse in Utah, but obviously you are nowhere near the Northeast of the US and generally this kind of thing doesn’t happen out West. This proves that sometimes it does. I’ve asked Harold to investigate this with UPS and hopefully we can get UPS to put measures in place to be sure that his doesn’t happen again.

With a box as big and heavy as your speaker enclosures, a lot of times the “cross dock workers” just slam things around without really caring about any damage they might cause. Unfortunately, shipping damage is a very real problem that we’ve been trying to get under control for many years (with varying measures of success). Sometimes good shippers have a bad depot that damages things on a regular basis… The same shipper may have a sterling reputation everywhere else, but that one depot is very problematic and can be traced back to employees that simply don’t care. That’s WHY they slam and bang things around. That’s what causes this kind of damage. In any event, we will do what we can from our end to see that this doesn’t happen again.

Steve, I’m sure that you realize that once a shipment leaves our distribution center, we have precious little control over it, and about the only thing that we can do when we have situations like this is move our business elsewhere (or threaten to do so). Sometimes the freight companies are so big that customers like Peavey are just not that important to them. In any case, I want to personally apologize for your grief on this, and assure you that we will do whatever we can to see that this kind of thing is minimized. Thanks for pointing this out and rest assure that we are “on it.”

In the meantime, thank you for choosing Peavey. Hopefully, you realize that this is NOT a “form letter” and that I DO listen and I DO respond. Again, I am sorry for your inconvenience. Keep the faith and keep in touch.

Best regards,


Hartley

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