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I have served as a COR (Contracting Officer's Representative) at several of my duty stations and I have completed several contracting classes in order to execute my military duty assignments. I have a fair amount of knowledge of Goverment contracts and contracting law.
GL won the bid for a contract that requires them to dispose of surplus DoD equipment. The basis of all contracts is a requirements document (statement of work or SOW) and a performance document (which lists in detail the measurable performance standards required of the contractor (GL) in executing the contract). Each contract has a single Contract Officer (aka KO) and may have several CORs. The KO is responsible for monitoring the performance requirements of the contractor (GL).
Bottom line is that the DoD contract probably spells out specific performance criteria that GL must abide by. All performance-based contracts have a Customer Satisfaction component. Other performanc requirements may be a time standard to dispose of the surplus, how it is to be stored, etc., etc.
So, if you really want to hit GL where it hurts, then send a certified, registered letter of complaint to the KO (Contracting Officer) that monitor's GL's contract. If GL fails a certain number of performance requirements set out in the contract, then then the Government can Terminate them for Cause (T for C) and re-solicit the contract.
I can tell you that between JULY 07 and JAN 08, GL only employed ONE Title Clerk to process all SF 97s. I complained relentlessly to "senior management" about the wait time for SF 97s, and I finally told them I was submitting a formal complaint to the KO (by the way, GL will NEVER give you to name and contact info for the KO even though you specifically ask them to). I found the KO contact info myself and wrote a formal letter of complaint, citing GL's own 30-day policy, and beginning MAR 08, GL hired "more Title Clerks". Now, that may be only one more title clerk--GL won't say how many they hired.
So, the point is, don't be afraid of what GL will or won't do to its customers. Create a climate where GL is afraid to provide poor customer service. Start writing to the KO who monitors the contract performance of GL. Keep your online chat records. Keep your e-mails to/from GL. Keep phone records of when you called GL. Always print a copy of the auction and print ALL photos of what you bid on. Send the facts to the KO and GL will respond because they do not want to lose the contract.
For what its worth.
Tracy