Focus 77 takes ALR dispute to US parent

Hemel Hempstead reseller Focus 77 has been forced to write to the US parent of ALR after experiencing delays in getting the UK subsidiary to fix a problem.

Focus 77 paid ALR for an upgraded service guarantee for a major corporate after Procare, ALR?s support arm, took 12 days to fix faulty equipment rather than the four days specified in the contract.

Ollie Allcock, MD of Focus 77, has now written to the parent company requesting its intervention to try to re-establish the customer?s confidence in the service and the system.

On 28 April, Allcock, ALR sales manager Karl Prowse and Focus 77?s customer agreed a set of points for the company to implement, including a written explanation of what went wrong and procedures of change. ALR has since refused to put them in writing.

ALR MD Julian Neath said the company did not waver from the Ts&Cs and acted in a professional manner to make sure the users? equipment was fully operational.

Meanwhile, the Fractal Partnership has hit out at ALR for changing its credit terms. With credit time reduced from 90 days to 30 days, the reseller was faced with an #87,000 bill to be paid immediately. ?After much swearing, shouting and gnashing of teeth we got the credit time back up to 60 days,? said Fractal MD Shaun Pryce.

Fractal buys ALR kit direct from the manufacturer and some through distributor Norwood Adams. ?We get a much better service from Norwood Adams. Everything takes at least 72 hours from ALR,? said Pryce.