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Kudos to Gordon & Gotch for their handling of the Bauer / Network IT failure

Mark Fletcher
August 6th, 2014 · 4 Comments

Magazine distributor Gordon and Gotch was impacted by the IT meltdown experienced by Bauer Media’s network Services last week. Kudos to Gotch for sending out this email to newsagents:

Dear Valued Retailer,

Due to the Network / XIT problems last week a number of returns claims sent last Wednesday /Thursday (30th and 31st July) were not received at Gordon and Gotch by month end cut off.

You are a store that has been impacted by this and when you review your month end statement this claim will be missing.

The amount of any July claim submitted on time but missing from your statement can be deducted from your August payment.

If you are not sure of the amount or would like to speak to our Credit Department please phone 1300 650 111 and they can talk you through the process.

This shows Gotch being on the front foot while Network spent last week, the weekend and even this week on the back foot dealing and not dealing with their IT failure.


Category: Customer Service · magazine distribution

4 responses so far ↓

  • 1 Brett // Aug 6, 2014 at 7:44 AM

    Network have billed us, even though the return was sent on time, their IT failure results in us NOT getting the credit despite it being their problem. An email has been sent but no answer yet.


  • 2 Brendan // Aug 6, 2014 at 8:46 AM

    Gotch in the past and under normal circumstances have refused to recognize credits for us that were submitted as much as 2 -3 hours before the submission cut off time. They claim that the cut off is for when they process the claims over which we have no control. I even sent them a copy of our returns form showing that XchangeIT received the claim 2-3 hours before the cut off yet we suffer for their inability to process the returns at their end. In my mind the their emails clearly state that the cut off time are for submission of claims to XchangeIT NOT when they get around to processing them.
    Not good enough G&G!!!!!!


  • 3 Garry // Aug 6, 2014 at 8:46 AM

    We got the same. Billed and have not received credits. Even got told that returns were sent in after cut off date, despite being sent through XchangeIt on 30th. They have adivsed will look into it and get back to us.


  • 4 Brendan // Aug 6, 2014 at 8:48 AM

    “The amount of any July claim submitted on time but missing from your statement can be deducted from your August payment.”

    This should be a standard procedure.


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