Last year, our supplier of defibrillators, METRAX (Primedic), announced that it is coming up soon with a new model of defibrillator - the XD Series. We are excited to sell this new product because its price and features seem to be at par with the competition. Prior to this, we only buy from Metrax the Defi-B, which we sell as a stand-by defibrillator for stress testing (Packaged with our Stress Testing Equipment). They do have other defibrillator systems but are expensive and do not address well the Philippine market.So we ordered our first demo unit for the XD1. Since deliveries are expected end of 2005, we paid for the unit in advance early December, in hope that the payment process will not cause the delay of the shipment.
In early 2006, we were told that there are delays in the release of the new product, hence a delay in shipment. We were told that the delays will take weeks, 2 weeks probably, but would not take a month. Many weeks has passed and then months and we received no shipment from Metrax. We follow up on our order every now and then and we are constantly assured that we are included in the first shipments which will happen soon. Even the tone of their sales coordinator, Ms. Jasmin Sandrock, in her e-mail seems to be annoyed by our follow ups.
Months went by until March when we asked Metrax to send us a letter explaining the delay which they did. In the meantime, I worry why my e-mails are not answered immediately. It takes three to four follow ups from my side before they reply to my messages. Then an e-mail came from our contact person, Mr. Andreas Roeske, that he is resigning from Metrax. It got me worried more but Mr. Roeske assured me that everything is well and that there are other people to handle my shipment. We call them once in a while to get their assurance that shipment is coming, Oh well yes, we call them because they do not answer our e-mails.
Then by the end of May, we received an email from Metrax saying that they are into insolvency (bankruptcy?) proceedings. If I want my shipment made, I have to pay them a second time?!
Whaaaaaat! I cannot believe what is being told me. A company whose products are designed to save lives is reneging on their commitment to deliver? It seems that the company is continuing its existence but how can they do that. Would anyone trust them after this? Or am I the only victim?
I think Metrax acted in bad faith. It seems to me now that they are indeed making shipments already because suddenly they want me to pay a 2nd time. I am a creditor yet they did not immediately inform me of their insolvency. It took them two weeks to send me the official letter attached to their email. We called on Ms. Sandrock who lied to us that shipments will be made soon even around that day they wrote the insolvency letter. They did not give us the email of the administrator appointed by the courts. They do not give us complete information. Yet, they want us to trust them and pay them the 2nd time.
I cannot understand that anybody will still believe Metrax after this. If you plan to buy anything from Metrax, beware!
