Client rejected report; ACL paid me in full, and early

Time now for some GOOD news about what is often a very sore subject.

I recently got a shock when an ACL editor wrote that the client rejected my report and had cited guidelines that did not at all coincide with those that I was given. I cced my scheduler (knowing that she could not overrule an editor much less a client). I sent the exact wording of my guidelines, and showed that they were very different than the client had asserted. Scheduler told me that she would let her boss know. Several weeks later, I got a check for the full reimbursement amount, the fee and the bonus for that job. Moreover, the check was "manual" meaning that it had been cut and sent outside of the MSC's ordinary check run. So, not only was I paid, I was paid early; and, for a report that ACL never got paid for.

In addition, since the client had rejected the original report, I was invited to do a re-shop, at full pay and bonus. That shop was accepted with no issues whatsoever.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

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It's good to hear a positive report about a MSC instead of the many negative stories usually found on this forum.
ACL did the right thing. However it happened, incorrect guidelines were provided. Letting you reshop, with a bonus, was a nice touch!

ETA: Just curious if the guidelines differed on the reshop.

Edited 1 time(s). Last edit at 12/22/2019 03:45PM by Mert.
Thank you for sharing. We hear so many horror stories where the MSC apparently used a report and rejected the shop. I am glad to hear something where everyone did what they were supposed to do in the circumstance.

Shopping the South Jersey Shore
Companies who do this deserve recognition. Two have done this for me in the past: Sinclair, and Ace.

I enjoy awkward questions and uncomfortable silences. This gas station pavement is $%^@*#& hot.
I've had generally good experiences along those lines with ACL. Customer Impact is generally good about that to when guidelines are unclear, or mixed-up.
Customer Impact is awesome.

Even Marketforce paid me for a report the client would not accept. They sent me a very nice e-mail that I did everything I was required to do, so they were paying me anyway. The client said the timing of the shop was off because of MY behavior.

Of course, that was YEARS ago. I doubt they would bother, now.

Wales, so glad to hear ACL handled it professionally. A class operation!

Edited 1 time(s). Last edit at 12/24/2019 02:13AM by ceasesmith.
@ceasesmith wrote:

Customer Impact is awesome.

Even Marketforce paid me for a report the client would not accept. They sent me a very nice e-mail that I did everything I was required to do, so they were paying me anyway. The client said the timing of the shop was off because of MY behavior.

Of course, that was YEARS ago. I doubt they would bother, now.

Wales, so glad to hear ACL handled it professionally. A class operation!

Re: MF Oh hell no, not these days.
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