|
 Patchworks
122
Main Street
s
Sayville, NY
s
11782
s
631-589-4187
June 26, 2008
Mr. Scott Fox
Vice President of Dealer Sales
VSM Sewing, Inc.
31000 Viking Parkway
Westlake, Ohio 44145
Re: Pfaff Supreme Dealership
Me & My, Inc. d/b/a Patchworks
122 Main Street, Sayville, NY
Account No. XXXXX
Dear Mr. Fox:
On June 3,
2008, we received an abrupt phone call from our regional sales
manager, informing us that Pfaff was terminating our dealership. We
are shocked. For two and a half years my husband and I have been
building a growing business, as well as a partnership with Pfaff.
The brevity of the phone call from our Regional Sales Manager, Pam
Shefferman failed to disclose sufficient details for such a drastic
decision by Pfaff to terminate the dealership. The two brief
explanations given to us were that our sales figures, in relation to
last year’s were lower and that there have been customer
complaints.
Our sales figures are
on line with last year’s figures and we have not received any
complaints. We were not given the number of customers who
complained, the nature of those complaints, when they occurred or
the identity of the alleged complainants.
Our relationship with
Pfaff, since we became a Pfaff dealer in July of 2005, has been
enjoyable, without problem and profitable. On December 11, 2007 we
received an e-mail from Pam Shefferman stating that our sales had
increased $XXXXXXX over the prior year and that our goal of $XXXXX
had been exceeded by sales of $XXXXXX. Said e-mail ended “Thank you
for helping to make 2007 an awesome year for Pfaff! I look forward
to working with you in 2008.”
On February 7, 2008, we received another e-mail from Ms.
Shefferman that it was time to renew our Supreme Dealer Contract for
2008, and that the Dealer Contracts would be available for signature
at the Hartford Get Creative meeting scheduled for the following
week. At the Get Creative meeting Ms. Shefferman told us that she
didn’t have the Contract available and that she would make an
appointment to come to our store to sign the Contract.
Notwithstanding this, she wanted us to place our orders for 2008
with her at that time, which we did. Since our initial order in
February 2008, we have placed approximately 12 to15 additional
orders with Pfaff. The next we heard from Ms. Shefferman was during
April, when we received a call in which she said she would come to
the store that month so we could then, finally, sign the contract.
That was the last communication we had with her until the phone call
of June 3rd.
As to the customer
complaints, we were shocked to hear this. At no time has any
customer ever given any indication that they were unhappy with our
service or our efforts.
We were very confused by Ms. Shefferman’s call. Since said
call we have attempted to contact her on a number of occasions and
have left messages on her cell phone, but as of this date we have
not received any response.
The mission statement of Pfaff highlights the focus on the
Independent Dealer. The term “Team Pfaff” is often used at
conventions, as well as on the dealer website. I would like to know
where my team was when there was a complaint allegedly made. No one
called us to express concern over an unsatisfied customer. No one
called us to identify the nature of the complaint. If the complaint
or complaints weren’t serious enough to call us so that we would be
given an opportunity to redress the issue or issues, why is my
dealership being terminated?
We have strictly adhered to the terms of our dealer contract
and we have met our sales goals. We have not quoted prices over the
phone, sold machines, accessories or software over the Internet in
order to boost sales, or put pricing on our website or e-mails. We
have not sold returned or used machines as new. We have attended
all conventions, Get Creative events, and Supreme Dealer workshops.
We installed a POS system and participated in all the online
training offered. We had a visit from Mr. Ewald Cohrs eight months
ago. He was very impressed with our store and our commitment to
Pfaff. Mr. Cohrs remarked that our store is an example of how he
likes to see Pfaff brand represented.
We have worked very hard to represent Pfaff as the best
sewing machine company. We believe that the termination of our
dealership would be a terrible mistake.
We are hoping to hear from you as soon as possible so that
any problems or misunderstandings can be addressed. Our remaining a
Pfaff dealer would not only be beneficial to Pfaff, but also to the
large number of Pfaff customers we have dealt with, sold product to
and serviced for the last three years.
We are hoping to hear from you as soon as possible so that we
may work this out together.
Sincerely,
Matthew and Debbie Cashman
cc: Ewald Cohrs, Vice President of Product and Business
Development
Mary Jo LaLonde, Dealer Sales and Administrative
Support
Michael Moch, Product and Business Manager
Pam Shefferman, Regional Sales Manager |
