Service Recovery Commitment

If something goes wrong

Vendors make mistakes. Shipments get delayed. Products arrive damaged. The difference between a good vendor and a bad one is not whether problems happen - it's how fast they get fixed. You get a phone call within 2 hours and a resolution plan within 8 hours. No excuses. No runaround. Just solutions.

Why vendor problems make you look bad

When a vendor messes up, it's your problem to solve. Your supervisor asks questions. Your team can't complete projects. Finance holds up payments. And you're stuck in the middle, chasing a vendor who won't call back.

The typical vendor response to problems
  • Days to respond to your problem report
  • Transferred between multiple departments
  • Vague promises with no timeline
  • You call them three times for updates
  • Your supervisor thinks you're incompetent
Our service recovery commitment
2h
Phone call from decision maker
8h
Complete resolution plan with timeline
24h
Daily updates until problem resolved
Explain, agent or black woman on computer in call center for consulting, questions or loan advice. Solution, advisor or African virtual assistant talking for telemarketing info or sales communication
We call you
Not the other way around

How service recovery works

1

You report a problem

Wrong items delivered. Damaged goods. Missing shipment. Late delivery. Whatever the issue, report it by phone, email, or text.

678-888-1480
[email protected]
2

We call you within 2 hours

2 HOURS

Not an email. Not a ticket update. A phone call from someone with authority to make decisions. We confirm we understand the problem and commit to a resolution timeline.

Decision maker responds not a call center

3

Resolution plan within 8 hours

8 HOURS

You receive a complete plan explaining exactly what we'll do and when:

  • Replacement shipment date (if needed)
  • Credit or refund details (if applicable)
  • Timeline for complete resolution
  • Your direct contact for updates
4

Daily updates until resolved

You receive automatic updates every 24 hours showing progress toward resolution. When your supervisor asks for a status update, you have one.

Example update:

"Replacement order shipped today via FedEx tracking #123456789. Expected delivery Thursday 3/14 by 4pm. Credit for original shipment processed and will appear on next invoice. Direct line for questions: 678-888-1480."

Common problems we handle

Wrong items delivered

Ordered A, received B. We ship correct items and handle returns.

Resolved in 2-3 days

Late delivery

Shipment delayed. We expedite replacement or partial credit.

Same day escalation

Damaged goods

Arrived broken or unusable. Immediate replacement shipped.

Shipped within 24h

Missing shipment

Tracking says delivered but you never received it.

Investigated in 8h

Incomplete order

Missing items from your shipment. We ship missing items.

Shipped within 24h

Billing errors

Invoice doesn't match quote. We issue corrected invoice.

Fixed within 4h
Our Promise

You never have to chase us for answers

When something goes wrong, we call you before you have to call us. Your supervisor asks for a status update. You have one. Because we sent it automatically.

Call: 678-888-1480 Email Us