Dave Sanchez
January 2015
Inside Key Account Representative
San Jose, CA
Customer Pillar – Going above and beyond to assist customers
![Dave S](https://www.valin.com/sites/default/files/styles/asset_image_middle_size/public/Dave%20S_1.jpg?itok=jbeKLazs)
Dave decided to investigate further by speaking with everyone in the San Jose warehouse that was working on the day of the shipment in question. Multiple employees confirmed what Dave knew, which was that only 3 pallets were actually received. It seemed logical to Dave that a missing pallet would be noticeable over small boxes so he sought the help of the IT department. He asked to view the receiving floor surveillance video. Dave was disappointed after reviewing footage of the floor when none of the cameras were angled towards the receiving dock, but one camera faced the loading dock. Narrowing the footage to the day and time of the delivery they finally found video that showed the delivery truck pull in, back up, and unload only 3 pallets and then leave. It was apparent that both Valin and the trucking company were at fault.
Dave contacted the trucking company again now that he possessed proof that only 3 pallets were delivered. He was told by the same uncooperative representative that the 4th pallet had not been located. Dave asked to speak with the manager and explained that surveillance video was found showing his company delivering only 3 pallets and that the missing pallet was extremely valuable. Within a few hours the pallet was located somewhere in Salinas. Someone within the trucking company forgot to put a transfer sticker on the pallet, so it was left behind. Due to Dave’s creative problem solving skills the pallet of custom irreplaceable parts worth a little over $57,000 were finally delivered. Dave showed his dedication to the customer and determination to get it right.