There has been numerous mergers and acquisitions and bankruptcies among vending manufacturing companies that cause much difficulty for legitimate factory direct distributors and ultimately for the small and large vending operators and business location owners throughout the U.S.A. and the world. Some manufacturers have experienced substantial difficulty with certain equipment manufacturing designs, back up and support. As a consequence, we at Hanna have in turn experienced a multitude of problems with orders placed well in advance of expected or projected delivery dates. In some isolated cases it has taken as long as six months to get the correct order shipped, only to discover that the orders were incomplete or the equipment faulty. When Hanna makes genuine attempts to resolve problems verbally and in writing repeatedly to no avail, we wonder how these companies survive. Their explanation is usually that they have a significant amount of business and that they simply cannot cope with the flow of orders. They adopt a "take it or leave it" attitude. It is a good thing that the Hanna family, management and staff have adopted the policy, practice and attitude that "the Customer is King"; we do this not just as a matter of survival but because it is right. Could it be that some vending machine manufacturers justify their arrogance because they believe they have a monopoly?
A major source of frustration for example is when manufacturing sales personnel are not aware of the shipping department�s scheduling challenges. The credit department on the other hand may be holding orders for unpaid invoices without regard for the fact that previous orders were shipped incomplete or in error and remain unsolved. Sales Representatives get involved in order to give the usual assurances that they will resolve the problems swiftly. They in turn are subjected to further mixed signals from Regional and District Sales Managers, Vice Presidents and other "hot shot" general management positions with glorified titles, attempting to resolve matters that are confusing within their own operations which compounds the problems for the vending distributors and ultimately the final buyer of the vending machines. During these times, the customer orders that we work so hard to confirm are sometimes canceled due to the vending machine manufacturer delays we experience.
Most distributors and operators have learned to accept and overcome some of these manufacturers short comings by giving much additional lead time for deliveries, as a means to offset anticipated problems. A handful of manufacturers have no public explanation for their random discriminatory practices in how they treat their customers, especially when these manufacturers are experiencing a surge in sales. Price increases are sometimes announced and implemented long after orders were placed. When a company like Hanna insist on specific action regarding certain manufacturers faulty equipment and specific design flaws, it is disturbing to note the lack of concern or attention received. In some cases, it may take several years of our persistence regarding specific problems with some manufacturers before we notice that some action is finally taken. During this time, there is tremendous strain on the vendor/manufacturer relationship. In some instances, these relationships end abruptly due to the refusal of the manufacturer to upgrade the quality of equipment or service. However, in most cases, the majority of manufacturers sincerely put forth in the best interest of the final consumer. It is such positive responses that make it all worth while for Hanna to continue representing the best interests of the established vendor operators, management at local accounts, new vending operators and the general public. Both Michael Hanna and I are always willing to share our opinion with you, even at the expense of negative repercussions from a handful of manufacturers who are less than willing to make the extra efforts to extend positive customer relations.
On behalf of the Hanna family, management and staff, I thank you for your continued support and numerous comments, suggestions, concerns and questions you bring us everyday. You can be assured that we will always be large enough to serve you and small enough to care!
Sincerely,
Charles Hanna, President