Click to See Complete Forum and Search --> : I'm so angry!
maybe more suited to the soapbox but here's the background:
I sent an order off for 500 bookmarks to an online printer, my client wanted to use the cheapest available against my advice so I said they had to take responsibility if the product wasn't up to scratch. By that I meant poor quality printing, colours etc, not for one minute did I expect it to be as bad as it was.
So they arrive (three days late even tough same day service was paid for - strike one): printer was supplied with a front and a back file, needless to say around 400 of the 500 have the front on both sides-strike two. The files sent were set up using the sizes and bleed stated on the printer's site, but when they arrive they have been trimmed so a 1mm strip of white shows down one side, on every card - strike 3.
So I go through the process of sending 50 back to them and filling out their complaints form, I hear nothing, three phonecalls later I get through to someone who says he 'agrees with my complaint totally' but had to get the word from head office to refund my money.
so tonight I get an email saying they've got production to re-print 250 of the original 500 ordered, even though not one was usable AND i'd sent the job to another printer and recieved the bookmarks (correctly printed) in the time it's taken them to do this!
What can I do? Is there a higher body I can go to? trading standards Maybe? I need to do something to get my client their money back, I can't believe that people can actually run a business like this.
frankster
03-31-2008, 10:38 PM
I had a problem like this way back that was resolved by finding contact information to the company marketing department, not the customer services department. CS are used to people complaining 24/7, but marketing were very helpful in organising a full refund very promptly because thier job is purely to make the company look good. When I explained that the print job was awful and customer services response was also awful they went on damage control and were very helpful.
the person who sent the email'stitle appears to be 'customer services uk'. I'm usually really bad at making a fuss when complaining but I've afeeling a may open a can of the proverbial whupa** on this one
garricks
03-31-2008, 10:52 PM
so tonight I get an email saying they've got production to re-print 250 of the original 500 ordered, even though not one was usable AND i'd sent the job to another printer and recieved the bookmarks (correctly printed) in the time it's taken them to do this!
Tell them that's entirely unacceptable, you require a full refund, as none of them are correct. And a reprint's not what you requested anyway.
Stick to your guns.
I will-I need to wait till business hours tomorrow now though. I just saw the email when I got back in from my martial arts class, I wish I'd seen it before so I could work off some of this energy!
budafist
03-31-2008, 11:09 PM
Are the online company in the same country as you?
Gosh this nightmare story has got to be one of the reasons why I stick to local companies where possible for anything.
That really sucks.
they appear to work all over europe. There is an office in the UK and I think their (uk) stuff all gets printed out at this location. I'm so glad I felt strongly enough about this to say to the client that they had to take on the risk, so they paid for the re-print when they saw the results. But this was kind of on the understanding that we would get a refund because it seems almost unimaginable as to why we wouldn't.
A new client of mine wishes to print broker themselves-they want me to provide files and they'll sort out printing. They reckon they understand the process, but it's things like this that really make me not want to do that, results like this could be seen as a reflection on the quality of my work.
budafist
03-31-2008, 11:57 PM
I guess at least if you go through a broker, you an blame them and they can do the dirty work with footing the costs. I don't envy brokers though. They need to find a balance between getting a great price, but also getting an even better result.
It would be hard working a job where everyone knows you are the middle man.
true, I just prefer doing it myself, it means Icanmake sure files are set up right. I'm getting a bit fed up of my clients always wanting the cheapest option, they just dont understand the way quality will reflect on their business.
Ahhh this has just got 10 times worse. After I complained (again) I recieved and email for the first guy who had been dealing with me saying there had been a misunderstanding, he knows I asked for a refund and will sort it out for me.
I phone today to check up on what's going on...Not only have they reprinted the order but they have shipped it too. Not only does this mean my client, who has recieved the correct order from the second printer, will now get a random package of bookmarks, it also means I have to waste more time writing to the company's MD and money sending the stuff back!
I'm thinking I may send it directly to him. Now I need to do some damage limitation with my client. If anyone in Europe wants to know what printer NOT to use PM me, please.
Drorain
04-03-2008, 10:53 AM
dispute the charge on your visa or mastercard as well, they can recover it for you
ah brilliant dorian, Thank you! do you know if this works with visa debit? When you say dispute do I tell them I paid for a defetive product?
Road Racer
04-03-2008, 11:48 AM
This is what happens when a Designer wants to do a Brokers Job.....
Thanks road racer. I've been brokering allthe time I've been in business with no problems up to now, I'm sure even brokers have problems from time to time.
If you read my first post I said that the client wished to use this printer against my advice so they have taken on the responsibility for the reprint (with a reliable printer I use often). It is only my professional pride that causes me to persue this complaint.
If you can tell me what I could have done to avoid this situation (other than refusing the client's business) then I am keen to learn.
Road Racer
04-03-2008, 12:29 PM
Abij, Always protect you arss........ Pay with credit card that can be disputed
Not a debit but actual credit card. The dispute is almost always in your favor,
you credit card company will protect you against these sleezee bastards.
I would reprint at my expense to save client and make it up in future dealings....
true, I know, I guess I'm far too trusting in expecting people to behave in a decent manner. I guess I should go out and get that usiness credit card I've been putting off.