8 Importantly for present purposes, prior to 24 December 2004 credit accounts with the defendant were opened within the Captain System but on 3 January 2005 all existing accounts under that system were migrated or transferred to a newly acquired computer software system called "Oracle V2". That new system recorded details for clients as did the Captain System. However, apparently due to an operating malfunction within the Oracle System, more than one account number for every account and account number previously generated by the Captain System was generated by the new Oracle System. In the result, an order for product placed by a client was recorded in one of perhaps numerous accounts for the same client and accounts services officers experienced difficulties in monitoring accounts using the Oracle System to determine what amount was outstanding in relation to each client. For instance, in an article dated 2 May 2005 entitled "Canon billing problems cause reseller angst" on an internet website called "Computerworld", the credit manager of a reseller group was reported as expressing "grave concerns with Canon's internal billing systems, claiming persistent issues are fuelling credit management problems". The article continued:
While stock and supplies were being delivered, customer invoices had been infrequent, he said. Because of this, many of those members in the Leading Edge Group (LEG) were chalking up rising bills with the vendor that were not being paid.
"There are transactions going through, but not all - it's not a normal working system," Cook said. "We have been experiencing problems with invoicing for months."
The biggest concern was how resellers would fare when the bills arrived, he said.
"That's the big issue: what will they do when the bills all come through," Cook said.
LEG had not been given any indication from the vendor on when the issues would be resolved, he said.
Canon spent $40 million transitioning to a new billing system on December 31. The platform is based on Oracle's 11i software and includes about 150 modules including CRM, HR and payroll.
Since the move, the vendor has experienced ongoing problems with its billing procedures. In February, it was forced to send out written apologies to customers over due date errors made in its accounts receivable system. At the time, a spokesperson for Canon Australia claimed the glitches were the result of fine-tuning and configuring the new system to suit its business model.
A company spokesperson said the majority of software problems had now been fixed.
…
However, computer dealers at last week's LEG conference in Auckland claimed they were still receiving minimal paperwork from the vendor.
…communications between the two parties continued to be plagued by problems. Sales made by LEG and Canon had actually dropped by nine per cent over the past year…
…
…there was a great deal of member dissatisfaction about dealings with the vendor.
9 As a commercial response to the problems with the new Oracle System, the defendant's general manager, Mr George Lagos, was reported as instructing accounts services officers at a meeting in January 2005:
Given the problems being associated with the change to the Oracle System, Canon will continue to release stock even if you can't be sure how much the customer owes.