Supplementary magazine returns are those returns sent by newsagents to magazine distributors ahead of their recall date. This is usually done because of gross over supply, an uneconomic shelf life or lack of shelf space.
At a meeting of 35 newsagents in Newcastle this morning all but two reported that they have trouble getting the PBL owned Network services to credit newsagents for supplementary returns on time. These newsagents cite month after month of having to call and email chasing credits – often resending the returns from two and three times.
There is no such delay by Network on the other side. They expect newsagents to pay on time and cut off supply if this is not achieved.
The anger in the room of newsagents toward what seems to be a sloppy and labour intensive supplementary return credit practice was palpable.
All newsagents are looking for is for the Network accounts department to treat newsagents as they, Network, demand newsagents treat them. Waiting two and three months for credits for supplementary returns is an awful impost on these small businesses.
It was odd today in Newcastle to hear of so many newsagents reporting that their supplementary returns go missing. Network management must be aware of the problem.
An issue that i have had to put up with for almost a year. I have followed Network Services Procedures to the letter, at the request of Network, and i am still awaiting credits for supplementary returns that go back February. Thousands of dollars owed to me!
I have had a gutfull of the continued company policy crap the i keep getting fed. They are aware of it; they know the impact that it continues to have on my busines and others, yet nothing changes each month. Network expect you to have to chase these issues up. Faxes, emails and phone calls explaining the problems fails to have any impact. Not to mention the amount of time taken to follow these credits up!
Gordon & Gotch and NDD are a breeze to check, taking no more than 10-15 minutes each.
The process for Network services is a joke! We set aside almost 2 hours just to check their statement; then spend the next couple of months with our fingers crossed chasing credits that have not appeared!
Talking about it on here is not going to help my cause in dealing with Network; but i am at the stage where i don’t care. It is about time Network Services finally put their hand up and recognised the problem publically and then take the next step and fix it!
I know of newsagents that won’t send in supplementary returns because it is not worth the hasstle of the phone calls and faxes. How stupid is that!
If i sound passionate about this, you would be right in your assumption. Everyone knows of the problem; yet here we are still trying to get Network to credit monies rightfully owed to newsagents.
How would Network Services feel if 4000 newsagents decided to only part pay their accounts each month? I bet i would have a letter of demand on my desk within a week and supply would cease.
It’s all one way traffic at the moment!
Nelson,
My blog post was talking about what 35 Newcastle area newsagents told me and not my specific newsagency. What this group and so many other newsagents have said in recent months is evidence of a systemic problem at the Network end. Whil not all newsagents are affected, enough are to support my claim of a problem.
On netonline, since my software has the same data I should not have to spend time re-eying this data.
mark
Nelson,
Too many newsagents complain not only in Newcastle but nationally for this to be a contractor problem. I am confident in the advice I have from newsagents.
This is but one of many forums newsagents can use. I know many have complained to Network. Network call centre management know how many calls they get about this.
On Netonline it offers less than my software and since Network wanted newsagents to use software like mine they ought to facilitate it being used rather than introducing another tools which costs newsagents time.
mark
Nelson,
There have been comments on the yahoo group. If you’re not sure, ask the question there whether people are missing credits for supplementary returns.
I did not orchestrate the Newcastle response. The newsagents attending brought this up and the room erupted.
My software and others does directly interface with the supplier. They are sent returns and supplementary returns data now. My software has done this for several years. Indeed I receive credits from Gotch, Network and NDD for electronic returns but not supplementaries because of the human element they want to bring to this.
Nelson if you knew me you would know that botterness is not a trait of mine. Their accepting of eletcronic returns will not alter my revenue – the others do. What I want from Network is that they are true to their word. They got me to invest in electronic returns and promised newsagents they would use this. I’ve waited years and watch while other distributords have made it happen. Netonline wasts newsagent’s time. Simple as that.
Mark
Nelson,
I’ll ask the question publicly again. I have not made up my report of what I saw in Newcastle yesterday.
On the IT side, it is retirement of Network that anyone wanting a direct account have a compliant newsagency software package. On requirement for compliance is its ability to process returns via EDI. Again, I am not making this up. network will confirm it for you.
Every day I make decisions in my business on behalf of newsagents which do not have a revenue focus. Get to know me and you will see that you are jumping at shadows on this with your insinuations.
I am not spiteful nor am I bitter. I think that some suppliers have let newsagents down. I also think that newsagents and their own leadership have let newsagents down. The latter is our own fault. The former – poor supplier performance – is something they must fix. It is fair behaviour for NDD to send me many times more copies of Bargian shopper than I have ever sold and to do this four times for the one issue when their own sales data proves that their behaviour will cause me a loss? No. My discussions with NDD have achieved nothing. My compliant to the ACCC achieved nothing because we do not have a contract – NDD refused to provide newsagents with a contract years ago. So, I appear to have taken this as far as I can so my next option is to remove NDD altogether. I don;t want to but feel I have no choice since they will not supply on equitable terms.
Just because I want a fair go does not make me bitter.
One role this blog plays is to inform newsagents of changes affecting their businesses – outside of gross over and under supply etc – maybe you have missed those posts.
Mark Fletcher
Nelson,
What Mark is saying is correct about the issues raised here with Network Services. Ask any regional newsagent, (which is what i am), about the supplementary problem. The issue you raise about the contractors being slow is an issue as it was why we had not received alot of our credits in the past. Saying that, we have been sending our returns in early to compensate for this issue; guess what…no returns! Also, just because the contractor may be a few days late does not make it right. The whole system is flawed. It does not effect Network Services, they still get their money whether i receive all my credits or not.
It is not a personal attack on Network, nor is it being bitter; its purely business. I run my business in the most professional and fair manner as possible, i just wish some of our suppliers would do the same.
Vaughan Lawrence
Beechworth Newsagency