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De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : jeudi 8 août 2013 12:35
À : 'Marketing'
Cc : 'David Gil'; 'Eva Gonzalez'; 'dqasmi@oki.fr'
Objet : RE: Trouble with Okidirecto

 

Dear Mrs Velasco,

Thank you for your answer. Let me clarify some issues :

1 / you are completely right. It is not one of your subsiadiry but at least one of your reseller.

2 / Legaly you have nothing to do, you are right. But, someone of your team could call Okidirecto. And could say for example :" Hello Francesco, what is going wrong with this french customer?" and maybe remind them what your best pratices are for customer relationship.


3 / In fact, I don't understand Spanish. So I didn't read terms and conditions from Okidirecto. I make a mistake on this point. But, we never hidden that we are resseller to them. For okidirecto, It wasn't a problem to give us a quotation for VAT and shipping cost to France.
Even if we are a resseller, it is not a reason to keep our money.

4 / I am sure that you are concerned by customer service offer to your brands customers through your resellers.

Regarding practices Okidirecto, let me remind few points:
- Their website is not operational if we placed an order to delivery in France: When we placed this order, the shipping was free and we didn't have VAT. Then 15 days after the payment, we learned finally we need to pay for delivery and VAT.
- Look at the various exchanges of email and reminders to obtain information
- We asked for a refund the 18th July. At this time, we didn't have received any refund. Will we receive it one time? We don't know.
We can not say that Okidirecto shines their effectiveness and sense of customer service.

I just want to remind you that we just want to get our 1700€ refund for something we didn't received. It appears complicate : 21 days after the application we still have not received the refund.
Despite of informations you gave me, I still think OKI is concerned by customer service that is offered by their reseller. To my point of view, it is a kind of dishonnest attitude from Okidirecto.

I read this sentence in your "charter of conduct":
"The philosophy of the OKI Group is based on the desire to give full satisfaction to customers and to be a trusted partner to all their partners, Whether they are employed, investors, shareholders, customers, suppliers and Subcontractors, and in all countries. " Please make it true.

If you think you are not concerned, please give me the right contact to find an issue to my problem. For example, the personne in charge of customer service at Oki Europe or the email address of the person in charge CSR in Europe? Or do I have to make an other request on your CSR contact form?

Thanks in advance to find a way to my issue.

Best Regards,

 

Alexandre Fèvre                    

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Marketing [mailto:marketing@oki.es]
Envoyé : mercredi 31 juillet 2013 19:59
À : Alexandre Créadhésif
Cc : David Gil; Eva Gonzalez
Objet : RE: Trouble with Okidirecto

 

Dear Mr. Alexandre,

 

Good afternoon. Let me thank you first of all for preferring OKI and for your contact.

 

However, responding directly to your request, let me please clarify the following:

 

  1. OKIdirecto is an ecommerce platform property of its owner, thus, OKI Systems Ibérica don´t have any legal right to interfere with the commercial and legal issues respecting this company neither yours.
  2. As a consequence, any issues respecting legal situations or disputes we cannot interfere, as we do not have, again and as mentioned in the previous point, a legal support for it.
  3. We do remind you, this ecommerce platform is dedicated only to end-user and the OKI products, as mentioned in the legal conditions of the website, cannot, in any circumstance, be used with reseller proposes.
  4. At the present moment we don´t have any proof or evidence of any bad conduct in what concerns our brand usage.

 

If you may allow us a suggestion to try to solve this situation, as a French OKI distributor please do contact our local team from France.

 

If you need any more information, please, do let us know.

 

Many thanks and best regards,

 

Sofia Velasco

Jefe de Marketing

OKI Systems (Ibérica), S.A.U.

Tlm (PT): +351 918 812 511

Tlm (ESP):+ 34 617 521 496

E-mail: svelasco@oki.es

http://www.oki.es - http://www.oki.pt

 

 

 

Este correo electrónico y la información contenida en el mismo es de carácter confidencial, dirigiéndose exclusivamente al destinatario mencionado en el encabezamiento, cuyos datos forman parte de un fichero responsabilidad de OKI SYSTEMS (IBÉRICA), S.A.U con domicilio en la Calle Anabel Segura, nº 16, 28108 de Alcobendas (Madrid), con la finalidad de gestionar y mantener los mismos, como medio para canalizar las comunicaciones oportunas como consecuencia de la relación que mantiene con la empresa o alguno de sus empleados.

 

Le informamos que cuenta con los derechos de acceso, rectificación, cancelación y oposición, que podrá ejercitar enviando una carta, junto a una copia de su DNI, a la atención del Departamento Jurídico de OKI SYSTEMS (IBÉRICA), S.A.U. Si el receptor de la comunicación no fuera el destinatario le informamos que cualquier divulgación, copia, distribución o utilización no autorizada de la información contenida en la misma está prohibida por la legislación vigente.

 

De: Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Enviado el: miércoles, 31 de julio de 2013 11:01
Para: David Gil
CC: cliente@oki.es; Marketing
Asunto: TR: Trouble with Okidirecto

 

Hola David,

 

Please check the mail below. It explains what is our problem. Maybe, you could make a google translation.

 

We place an order to the company : okidirecto.com for an OKI C711WT. We make a wire for 1700€.

At this time, we haven't received the machine and ask okidirecto to be refund.  But, we don't get our money back. They just want to keep it!

 

Hope that you could help us to solve this problem. Please feel free to contact me for any question.

 

Best regards,

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

 

 

De : Service Client Créadhésif
Envoyé : lundi 29 juillet 2013 16:18
À : 'cliente@oki.es'; 'marketing@oki.es'
Objet : TR: Trouble with Okidirecto

 

Dear Sir,

 

Did you well received my mail below?

Could you please advice me if you will take this mail into consideration or if it does not concern you?

Thanks in advance for your reply

 

Best regards,

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 


De : Alexandre Créadhésif
Envoyé : jeudi 25 juillet 2013 23:34:37
À : 'marketing@oki.es'
Cc : Alexandre Créadhésif
Objet : Trouble with Okidirecto

Dear Sir,

 

I am contacting you regarding a trouble we get with one of your distributor : Anzana. (OKIDIRECTO)

 

We placed an order on the website okidirecto.es the 26th June for one OKI C711WT.

When we placed the order on the website, there was no VAT and it was mentionned free shipping to France for shipping method.

So, we done the wire transfer the same day.

Since this order, we encounter many difficulties to get information from Anzana.

 

I enclose below all exchanges we shared with okidirecto. Please check the date. We just loosing time since the beginning.

 

Today, we would simply be refunded. We find their dishonest attitude and non-commercial. We are quite far from Company Policy Statement.

 

So, could you please intercede on our behalf to okidirecto. I think you are concern due to they use your name, your logo, they sell only your products. And of course, there are one of your reseller.

 

To our side, we are dealing some oki products in france. you could have a look on our website. www.creadhesif.com

We sell oki printers here :

http://www.creadhesif.com/papier-de-transfert-textile/imprimante-laser-toner-blanc.html

 

Thanks in advance for your interest in my request. Hope that you could help us to find a quick and easily solution to our issue.

 

Feel free to contact me for any question.

 

Best regards,

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Dpto Comercial - [OKI DIRECTO] [mailto:comercial@okidirecto.com]
Envoyé : jeudi 25 juillet 2013 20:14
À : Alexandre Créadhésif
Objet : Re: Cancel the order 130000660 and refund

 

Good evening Alexandre,
Our terms and conditions say that the buyer assumes de following statements

1.     1- Que es mayor de edad y tiene capacidad para contratar y,

2.     2- Que realiza el pedido para su uso propio personal o de terceros relacionados con usted, pero no para su reventa comercial y,

3.     3- Que ha leído y acepta las presentes condiciones generales. Este documento puede ser impreso y almacenado por los Clientes

You are breaking rule 2 so there's even no need to search in the text as all the conditions are invalid from this point.

So, we are assuming  a customer (Cliente, you), is a person or company who buys the goods for his personal use but not for comercial reselling . Are you aware you are a dealer and do not have the same rights? Starting on this basis maybe we can reach an agreement.

Regards

El 25/07/2013 11:17, Alexandre Créadhésif escribió:

Hello,

 

As, I told you we just want to be refund.

 

It is write on you terms and condition :

"Hasta la salida de la mercancía de nuestros almacenes, el Cliente tiene pleno derecho a la modificación o cancelación de su pedido, excepto para aquellos productos que se hubieran desarrollado a medida para el Cliente o que fueran encargados específicamente para el Cliente, para los que OKI Directo solicitará al Cliente la aceptación de un presupuesto o pedido por escrito con las condiciones especiales."

 

I didn't find in your terms and condition that you are not obliged to refund payment for dealer.

 

We don't want to bore you. We just tried to make a deal together. Your website didn't give us the correct information regarding taxes and shipping when we place the order 130000660. It is not our fault.

 

So, please make the refund and it will be fine. Please try to answer today.  If you don't want to refund us we have to contact OKI spain. if we could avoid it could be great for both of us.

 

Best Regards,

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Dpto Comercial - [OKI DIRECTO] [mailto:comercial@okidirecto.com]
Envoyé : mercredi 24 juillet 2013 20:56
À : Alexandre Créadhésif
Objet : Re: Cancel the order 130000660 and refund

 

Good evening Alexandre,
As our webpage is written in Spanish we assume you understand the language and our terms & conditions specify the following aspects:
· Free-shipping only available in the Iberian Peninsule and Balearic Islands
· Sales are considered always in Spain (including taxes) although the buyer's address is located abroad

As you are not an individual customer but a dealer we are not obliged to refund you the payment, maybe you are interested in purchasing other product/s with the money already payed.


Kind regards


El 24/07/2013 15:50, Alexandre Créadhésif escribió:

Hello,

 

Please give me some information. It is really complicate to work with you.

We are not responsible if you website give us wrong information about shipping and taxes and allow us to place an order.

Since, we place our order, we always get difficulties for getting information.

 

So, we are waiting for the refund. Please find again our wire information.

 

If we don't get answer from you, we will contact directly OKI spain and ask them how to proceed for being refund.

 

As allways, waiting for your information.

 

Best regards,

 

Alexandre

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : mardi 23 juillet 2013 13:40
À : 'Dpto Comercial - [OKI DIRECTO]'; 'logistica@okidirecto.com'
Objet : RE: Cancel the order 130000660 and refund

 

Hello,

 

Could you please keep me informed regarding refund the order 130000660.

I have enclosed our wire bank account.

 

Waiting for your information

 

Alexandre

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : jeudi 18 juillet 2013 17:06
À : 'Dpto Comercial - [OKI DIRECTO]'; 'logistica@okidirecto.com'
Objet : Cancel the order 130000660 and refund

 

Hello,

 

Sorry, but it take to long time. We prefer cancelled our order.

So, please find our bank account information, could you please make the refund for 1699,99€.

Could you please informed when it will be done.

 

Best Regards,

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : mercredi 17 juillet 2013 17:55
À : 'Dpto Comercial - [OKI DIRECTO]'
Objet : RE: Regarding your order in OKI Directo

 

Could you please answer today to the mail below?

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : mercredi 17 juillet 2013 10:16
À : 'Dpto Comercial - [OKI DIRECTO]'
Objet : RE: Regarding your order in OKI Directo

 

Hello,

 

Thanks for your answer.

 

1/ We get a VAT number : FR55487528481

So we don't have to pay for VAT. You just have to write our VAT number on the invoice. Please check with your accountance department.

So, could you confirm that we don't have to pay for VAT?

 

2/ Well noted for the shipping cost.

 

So, could you please confirm that we don't have to pay for VAT. Then , I will arrange the 260€ wire for shipping cost.

 

Please answer asap, it is more then urgent now

 

Best Regards,

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Dpto Comercial - [OKI DIRECTO] [mailto:comercial@okidirecto.com]
Envoyé : mardi 16 juillet 2013 20:45
À : Alexandre Créadhésif
Objet : Regarding your order in OKI Directo

 

Hello Alexandre,
We have saved your requested printer in one of our warehouses, ready to be sent. Unfortunately we cannot face the export taxes so you are forced to pay the VAT and the printer will costs . The French Tax Office will deduct you for this concept. So the printer costs 2055,79 € TTC

The shipping costs for us 260 € (TTC) with Seur (www.seur.es), if you are working with another company or know about better offers just tell us. We accept your suggestions and can deliver the printer wherever in Spain and let in your hands the way to export it. The free-shipping is only available in Spain (Iberian Peninsula and Balearic Islands, Canary Islands are excluded too).

Summing up, if you are still interested in the printer you are invited to deposit in our bank account 356,79 € as taxes and 260 € more for the shipping making a total amount of 616,79 € using "our" shipping company. It's the lowest we can go, our profit margins are minimum in this case.

Kind regards, looking forward to hearing from you 

--

 

Correo electrónico

info@okidirecto.com

Sitio Web

www.okidirecto.com

Teléfonos

(+34) 917 71 51 06

 

(+34) 881 24 29 19

Fax

(+34) 985 13 14 17

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : mardi 16 juillet 2013 16:56
À : 'Alexandre Créadhésif'; 'Dpto Comercial - [OKI DIRECTO]'; 'logistica@okidirecto.com'
Objet : What about our order 130000660 from the 26th June?!

 

Hello,

 

Could you please give us some informations?

We are the 15th July and we didn't get any information. Just for remind, we place the order on the 26th June.

 

We don't understand why it takes so long time for find a solution. Please do it quickly.

Are you able to ship the OKI printer? If not, could you proceed to refund?

 

Waiting for your information

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Dpto Comercial - [OKI DIRECTO] [mailto:comercial@okidirecto.com]
Envoyé : mercredi 10 juillet 2013 10:31
À : Alexandre Créadhésif
Objet : Re: OKIDirecto · Tecnología directa a su domicilio: Nuevo Pedido Nº 130000660

 

Hello Alexandre,
We have succesfully received your proof of payment. Now we are calculating the taxes and shipping charges as the "free delivery" option is only available for national orders (from Spain we mean). We'll keep you informed and try to solve it asap.

À bientôt

El 09/07/2013 16:51, Alexandre Créadhésif escribió:

Hello,

 

Someone could please take in charge the mail below.

1/ did you get our wire transfer?

2/ when will you delivered the OKI printer?

 

As I told you, it is quite urgent now.

 

Best Regards,

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : lundi 8 juillet 2013 17:38
À : 'Dpto Comercial - [OKI DIRECTO]'
Objet : TR: OKIDirecto · Tecnología directa a su domicilio: Nuevo Pedido Nº 130000660

 

Hello,

 

Could you please answer to the mail below? It is quite urgent now.

 

Waiting for your information asap

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Alexandre Créadhésif [mailto:alexandre@creadhesif.com]
Envoyé : vendredi 5 juillet 2013 19:00
À : 'Dpto Comercial - [OKI DIRECTO]'
Objet : RE: OKIDirecto · Tecnología directa a su domicilio: Nuevo Pedido Nº 130000660

 

Hello,

 

Please find a screenshoot of my bank account. As you will see the wire was done on the 26th. Normally, you have received it on your account on  the 26th-29th june.

 

So, could you please keep me informed if you well get it and when it will be send? For information, we could buy several machine per year. Please visit our website.

http://www.creadhesif.com/index.php/papier-de-transfert-textile/imprimante-laser.html

 

Have a nice WE

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : Dpto Comercial - [OKI DIRECTO] [mailto:comercial@okidirecto.com]
Envoyé : vendredi 5 juillet 2013 16:25
À : Alexandre Créadhésif
Objet : Re: OKIDirecto · Tecnología directa a su domicilio: Nuevo Pedido Nº 130000660

 

Good evening Alexandre,
First of all we haven't received any proof of payment (any kind of graphic testimony: photo, caption, scan...) so the order hasn't been processed.

On the other side we are currently experiencing problems sending products to France due to problems with our dealers.

So send us as soon as possible the proof of payment and we will study the next step on how to send you the printer requested.

À bientot


El 05/07/2013 14:59, Alexandre Créadhésif escribió:

Hello,

 

We place the order below the 26th june. We make the wire transfer the same day.

 

Could you please confirm if you well received it? When it will be ship?

 

Have a nice day

 

Alexandre

 

Alexandre Fèvre

89, rue de la marjolaine - 95100 Argenteuil

09 81 71 40 56 - alexandre@creadhesif.com

   Suivez-nous

 

De : OKIDirecto · Departamento comercial [mailto:comercial@okidirecto.com]
Envoyé : mercredi 26 juin 2013 10:48
À : Alexandre Fevre
Objet : OKIDirecto · Tecnología directa a su domicilio: Nuevo Pedido Nº 130000660

 

 

Hola Alexandre Fevre,
Gracias por haber elegido OKIDirecto · Tecnología directa a su domicilio, para realizar su pedido de artículos de OKI.

En cuanto su solicitud sea procesada y en los pasos sucesivos, le iremos enviando correos electrónicos con la información para poder tener el seguimiento de su pedido.

Al haber realizado su compra como invitado, sin registrar una cuenta con nosotros, no le será posible realizar el seguimiento de su pedido a través de la web. Así que si tiene alguna duda en relación a su pedido, más allá de los correos electrónicos con información que irá recibiendo, póngase en contacto con nosotros en logistica@okidirecto.com. Los teléfonos de atención comercial no disponen de información adicional de seguimiento de los envíos.

La confirmación de su pedido sigue, más abajo, a continuación. Gracias de nuevo por trabajar con nosotros.

Su pedido Nº 130000660 (realizado el 26 de junio de 2013 10:47:58 CEST) 

Información de facturación:


Método de pago:

Alexandre Fevre
Luminol
89, rue de la marjolaine
Argenteuil, Val-d'Oise, 95100
Francia
T: 0033601949407

 

Transferencia bancaria - Información de la cuenta

Titular de la cuenta:

ANZANA TENDENCIAS S.L.

Número de cuenta:

0081 7300 94 0001230629

Nombre del Banco:

BANCO HERRERO (GRUPO SABADELL)

Internacional

IBAN:

ES71 0081 7300 9400 0123 0629

BIC:

BSABESBB


Recuerde enviar el comprobante de pago, junto con su número de pedido por correo electrónico a pagos@okidirecto.com o por fax al: +34 985131417
Su pedido será procesado inmediatamente.

 

Información de envío:


Método de envío:

Alexandre Fevre
Luminol
89, rue de la marjolaine
Argenteuil, Val-d'Oise, 95100
Francia
T: 0033601949407  

 

Agencias de transporte - Envío gratuito  

 

Artículo

Referencia

Subtotal

Impresora Laser Color C711WT

01329701

1

€ 1.699,99

Gastos de envío

€ 0,00

Subtotal

€ 1.699,99

Total (Base Imponible)

€ 1.699,99

Impuestos y suplidos

€ 0,00

Total (todo incluido)

€ 1.699,99

 

Gracias de nuevo por su pedido:
OKIDirecto · Tecnología directa a su domicilio

 

 

--

 

Correo electrónico

info@okidirecto.com

Sitio Web

www.okidirecto.com

Teléfonos

(+34) 917 71 51 06

 

(+34) 881 24 29 19

Fax

(+34) 985 13 14 17