Who would you complain to?

[seligman]

I continue to have problems with a certain book printer who has failed on three attempts to produce quality work.

You might remember the chewing tobacco incident, the blurry ink, and the defective perfect binding from a couple months ago...this is the same job.

http://www.graphicdesignforum.com/forum/showthread.php?t=35035

http://www.graphicdesignforum.com/forum/showthread.php?t=35033

They've produced close to 3500 copies in three separate press runs. Only 1000 of those have been acceptable and I ordered 2000.

This week I received 800 replacement copies, only 2 (yes, TWO) were acceptable. The rest had the same defective binding and defective ink problems as the original press run. I've now spent 60 hours of my time dealing with this problem.

The company has an excellent reputation. They've been around for over 50 years and rank in the "Top 10" printing companies in the United States. I happen to know a couple other publishers who use this printing company on a regular basis (for the past 25 years). According to them, nothing has ever come close to the problems I have encountered.

Needless to say I am extremely frustrated. It's obvious I need to raise hell, but I'm not sure how high I need to go. This company has over 1000 employees. I've been dealing with the plant Quality Control Manager, who, like everybody else, has been very apologetic and genuinely interested in fixing the problems. It pains me to drop the hammer on this guy because he's treated me so well. I'm sure there are other people involved, but I have no idea who they are.

So who would you complain to? The QC manager's boss, or one of the VP's, or the President?

[budafist]

Have you been complaining over the phone or email? You should arrange a meeting with the person charge whoever that might be. Someone that doesn't have to "check with the boss" before making any decisions.

[seligman]

Have you been complaining over the phone or email? You should arrange a meeting with the person charge whoever that might be. Someone that doesn't have to "check with the boss" before making any decisions.

I've done both. Lots of e-mails and phone calls and three conference calls with several people.

I would meet with them face-to-face, but they're 1750 miles away.

[Riya]

Complain to anyone who will listen, up to and including the judge in a small claims court. That is pretty ridiculous.

[furiouSPEED]

http://www.graphicdesignforum.com/forum/showthread.php?t=35035


I wouldn't accept this kind of job either, between West and East Jave lies Central of Java. The map missed it.

[furiouSPEED]

http://www.graphicdesignforum.com/forum/showthread.php?t=35033


Smoker around you might have to responsible for the tobacco stain, grandmother might need asked too where to put the chewed tobacco away.:p

[stagnate]

I cant believe that tobacco stain, it made me lol. I would definatly find a new place to get my work printed. Probably since they are so far away they dnt really care :(

[mojoprime]

if you're not getting relief from the quality control manager, it's time to head up the food chain. and since you've done this several times, i'd go as high as you can find a person. you're the customer, and it's up to them to get it right. i would call the quality control manager and tell him how frustrated you are, and let him know you're seriously considering going to the top level with this, and contacting the BBB or something. give him a chance to fix it one more time, and if it doesn't work, unload both barrels into them.

[seligman]

I took about 60 photographs of the defective work that I'm going to send off - to somebody - at their corporate office.

How does a letter to the VP of Manufacturing Operations sound?

[Ferraribabe]

Honestly looking at those pictures really made me sick. I would not tolerate that kind of crap from a printer. It bothers me because it looks like they dont even care about what they do, and you say they're the top in the US? I would definately write to The VP. I would've snapped if I recieved anything like that.

[urstwile]

Call the person in charge of accounts receivable, tell them you're not paying any bills they might send until they resolve the problem. Sometimes you have to hit them where it hurts them the most, their bottom line.