Harper's General Store -- Complaints Dept.

Mother:- Janice! -- What are you doing with that bundle of store receipts?
Janice:- I taking them back to the the store where I bought them to complain about the unreasonable billings they have been sending me. Would you believe that store has billed me for items I never received -- and this has been going on for the past six or seven years.
Mother:- Why in the world would you wait so long to bring this matter to their attention?
Janice:- Believe me Mother -- I have complained about this problem from the time it first appeared -- when the store was under the old manager -- J. Cretian. When I spoke to Cretians Complaints Manager he insisted on seeing proof that I hadn't received the goods I was billed for.
So I sent a letter to top management -- Mr Cretian himself.
Mother:- Well what happened -- didn't Mr Cretian correct the problem?
Janice:- No he didn't do a thing -- All I received back from Mr. Cretian was a letter telling me the complaints Manager acted properly in demanding proof of the missing articles so I sent a letter back saying how can I prove I didn't receive the missing articles -- I don't have them!
Then I received a second letter from Mr. Cretian saying:- "A proof is a proof and when you have a proof it is a proof." -- or words to that effect.
Mother:- What did you do then?
Janice:- Well when the store changed hands and Mr. Martin took over I took the matter back to the complaints manager at the store. The complaints manager was very polite. He Thanked me for bringing this matter to his attention and told me he would be sure that Mr. Martin would be made aware of my problem and that I would hear from him in the near future.
Mother:- What happened then?
Janice:- Nothing -- I received a polite letter from Mr. Martin's secretary advising me that my concerns were forwarded to the Revenue Collections Dept. for consideration and that I would hear from them in the near future.
Mother:- So the Revenue Collections then cancelled the billings for the goods you never received?
Janice:- Well No. The RC Dept. advised me that they have a "Fair Billing Policy" under which I can postpone payment of the money they billed me, -- on the goods I never received -- until I either sell the goods, trade the goods, leave the country or die. In the event any of these things happen then the billings must be paid.
Mother:- You mean to tell me that the store still expects you to pay for goods you never received?
Janice:- Yes -- that is exactly what I am telling you.
Mother:- So you are now taking this issue up with the new management?
Janice:- Yes -- The new managers have stated in their advertisements that they are more honest, more decent, more understanding of their customers and I intend to find out if they are genuine or the same as the previous store management.

Janice arrives at the Harper General Store and approaches the Customer Service Counter.

Customer Service Clerk:- Good Morning Madam -- is there anything I can assist you with today?
Janice:- Yes -- I have here my billing receipts going back for seven years and I have marked the items that I never received but the store has sent me a pay bill reminder on them.
Clerk:- Madam I am pleased to inform you that we are now under new management and Mr. Harper will be more than happy to attend to this problem.
Janice:- That would be great -- you know I have never been able to get any of the previous store management to do anything more than give me platitudes but no corrective action. Their RC Dept. still sends me bills to pay up or else.
Clerk:- Do you happen to live in British Columbia?
Janice:- No -- I live right here in Ottawa Ontario.
Clerk:- Oh -- thats too bad -- You know our regional complaints manager, Mr. G. Lunn was able to fix this kind of problem for his "JDS" customers in British Columbia -- for some unknown reason our other customers both in and out of British Columbia are still waiting for the same corrective action.
Janice:- Well what does the store's declared policy: "We practice fair and equal treatment of all our customers" really mean.
Clerk:- I think it means if you have enough clout the store management will give you the same treatment it gives all of its really powerful clients. Otherwise get lost.

Author's comment,

A story to illustrate the real situation experienced by victims of the "Taxable Benefits" scam where employee's of many companys were enticed to participate in thier employer's share purchase performance reward plans and are now saddled with large tax levy's on money they never received.

Victor Drummond

E-mail:- vic.drummond@sympatico.ca