LMS
08-16-2006, 01:53 PM
eta: Thought I typed this, bu guess not: I'm posting this everywhere i can think of to hopefully keep anyone from having an equally bad experience. some of it may seem weird how it's typed b/c it was originally placed on a photography board, but i'm too lazy to retype
I am a part of a small "parent pack" and this weekend they ned fillers for a bag they are giving out at a farmers market. It's not much for traffic and I doubt many of the peopel there are in my target market (more older people i think, less young families) but i didn't want to miss out on the opportunity to atleast get my name out there. I threw together and VERY simple design and sent it to ONP for printing Last week.
Here's the design:
http://static.flickr.com/62/208228598_42f8886ada.jpg
I was pleased with it and, like i said, i just wanted something simple.
I submitted my order early last week and then got word that it would be shipped and delivered on monday. Monday comes and they get here, I'm all excited to open them. I look at the one taped to the front and am VERY pleased with how they look.
I open the box and am shocked at the many variations of BAD these cards look.
Here's a quick scan of just FOUR of the different variations in the ONE box:
http://static.flickr.com/95/215406971_5a7cc2f542.jpg
So needless to say, I email them monday around 2pm. No word come tuesday morning. I resend the email at 8am (with a note attached saying that I *NEED* these for this weekend and I'll continue to resend this email until i get word back that they are being reprinted). NO word by 2pm and I couldn't call before then b/c my son was being a terror. so when my hubby gets home, I call. I'm on home for 30 minutes. A pita, but i wasn't shocked.
I talk to Robert. Robert is nice enough, explains that sometimes black and white images are difficult to match. I said 'that i can understand, but these are RED. like RED RED." he doesn't seem to believe me. I explain how out of 100 cards only about 6 or 7 are correct and the rest are so bad i'd NEVER give them out with my business name on them (can ya blame me?). Robert seems very nice and proceeds to explain that it could be whats called a "powder bomb" if it's in the same spot. I explain that it isn't in the same spot... on ANY card. no two are alike. it's unlike anything i've ever seen. again, he acts like i'm a raving lunatic. he says he'll put them in for printing today and they will ship within 3-4 days. (mind you, I made a point to say ' i really need these for this weekend' about 16 times at this point).
I've been VERY calm up until now which really isn't typical of Me.
Finally i get frustrated.
I say "Now, here's the problem with that. I've told you time and again that i need them by saturday. Had you guys printed them correctly the first time or Even CAUGHT the error before shipping, I would have had them in time, so how are we going to rectify this situation?" (not too much to ask, i dont' think)
He says "well, you migth have them by saturday". I said "might isn't good enough. I run a business. I NEED them for saturday. How are you going to make this happen?"
In a long run of events he offers me 3 days epxress which "may get them here by saturday or maybe monday".
I'm displeased. I let him know that.
I say "you know, if you can't even get me my merchandise here in a timely manner, then lets jst cancel my order." he says "we can do that. it's up to you"
ooooooh, no.
I say "no, actually, it isn't up to me. It's up to you. I'm a customer of yours who orders business cards through you for THREE businesses (a local mothers group that i run, my photography business, and a side business my husband and i do) and you aren't even willing to cough up the express shipping to get my order to me on time in order to save a relationship with a customer? See, THAT'S when i start to think it's up to YOU since you're CHOOSING to not help me out here"
he says "lets go ahead and cancel your order" http://ilp.tlcwe.com/forums/style_emoticons/default/mad.gif
oooh, okay. that's a FABULOUS way to keep a customer. GR.
I say "okay, that sounds great. I'll just take my business elsewhere."
I'm livid, but very calm and matter of fact. My husband was scared. I could see it in his eyes http://ilp.tlcwe.com/forums/style_emoticons/default/laugh.gif
He hacks away on his computer for 4 minute then says "you know, let me see what i can do here".
Good thinkin' buddy.
He puts me on hold for 13 more minutes (I'm watching the counter on my cellphone so if i need to I can complain about how long i've been on the phone to resolve this, LOL) then comes back and says "we will print them in california and ship them out ground and they will be there by saturday."
I say "and if they dont' get here by saturday, should i just 'return to sender' then?"
he says "you could do that"
"fabulous."
will they probably be here by saturday? yeah, probably
was i pleased wtih the way it was handled? absolutely not.
COULD they have gone above and beyond and shipped them out next day air just to easy my mind and keep a customer? Most certainly.
So basically, I had crappy service. I hope you don't and I'll now be going elsewhere with my printing needs. http://ilp.tlcwe.com/forums/style_emoticons/default/mad.gif
I am a part of a small "parent pack" and this weekend they ned fillers for a bag they are giving out at a farmers market. It's not much for traffic and I doubt many of the peopel there are in my target market (more older people i think, less young families) but i didn't want to miss out on the opportunity to atleast get my name out there. I threw together and VERY simple design and sent it to ONP for printing Last week.
Here's the design:
http://static.flickr.com/62/208228598_42f8886ada.jpg
I was pleased with it and, like i said, i just wanted something simple.
I submitted my order early last week and then got word that it would be shipped and delivered on monday. Monday comes and they get here, I'm all excited to open them. I look at the one taped to the front and am VERY pleased with how they look.
I open the box and am shocked at the many variations of BAD these cards look.
Here's a quick scan of just FOUR of the different variations in the ONE box:
http://static.flickr.com/95/215406971_5a7cc2f542.jpg
So needless to say, I email them monday around 2pm. No word come tuesday morning. I resend the email at 8am (with a note attached saying that I *NEED* these for this weekend and I'll continue to resend this email until i get word back that they are being reprinted). NO word by 2pm and I couldn't call before then b/c my son was being a terror. so when my hubby gets home, I call. I'm on home for 30 minutes. A pita, but i wasn't shocked.
I talk to Robert. Robert is nice enough, explains that sometimes black and white images are difficult to match. I said 'that i can understand, but these are RED. like RED RED." he doesn't seem to believe me. I explain how out of 100 cards only about 6 or 7 are correct and the rest are so bad i'd NEVER give them out with my business name on them (can ya blame me?). Robert seems very nice and proceeds to explain that it could be whats called a "powder bomb" if it's in the same spot. I explain that it isn't in the same spot... on ANY card. no two are alike. it's unlike anything i've ever seen. again, he acts like i'm a raving lunatic. he says he'll put them in for printing today and they will ship within 3-4 days. (mind you, I made a point to say ' i really need these for this weekend' about 16 times at this point).
I've been VERY calm up until now which really isn't typical of Me.
Finally i get frustrated.
I say "Now, here's the problem with that. I've told you time and again that i need them by saturday. Had you guys printed them correctly the first time or Even CAUGHT the error before shipping, I would have had them in time, so how are we going to rectify this situation?" (not too much to ask, i dont' think)
He says "well, you migth have them by saturday". I said "might isn't good enough. I run a business. I NEED them for saturday. How are you going to make this happen?"
In a long run of events he offers me 3 days epxress which "may get them here by saturday or maybe monday".
I'm displeased. I let him know that.
I say "you know, if you can't even get me my merchandise here in a timely manner, then lets jst cancel my order." he says "we can do that. it's up to you"
ooooooh, no.
I say "no, actually, it isn't up to me. It's up to you. I'm a customer of yours who orders business cards through you for THREE businesses (a local mothers group that i run, my photography business, and a side business my husband and i do) and you aren't even willing to cough up the express shipping to get my order to me on time in order to save a relationship with a customer? See, THAT'S when i start to think it's up to YOU since you're CHOOSING to not help me out here"
he says "lets go ahead and cancel your order" http://ilp.tlcwe.com/forums/style_emoticons/default/mad.gif
oooh, okay. that's a FABULOUS way to keep a customer. GR.
I say "okay, that sounds great. I'll just take my business elsewhere."
I'm livid, but very calm and matter of fact. My husband was scared. I could see it in his eyes http://ilp.tlcwe.com/forums/style_emoticons/default/laugh.gif
He hacks away on his computer for 4 minute then says "you know, let me see what i can do here".
Good thinkin' buddy.
He puts me on hold for 13 more minutes (I'm watching the counter on my cellphone so if i need to I can complain about how long i've been on the phone to resolve this, LOL) then comes back and says "we will print them in california and ship them out ground and they will be there by saturday."
I say "and if they dont' get here by saturday, should i just 'return to sender' then?"
he says "you could do that"
"fabulous."
will they probably be here by saturday? yeah, probably
was i pleased wtih the way it was handled? absolutely not.
COULD they have gone above and beyond and shipped them out next day air just to easy my mind and keep a customer? Most certainly.
So basically, I had crappy service. I hope you don't and I'll now be going elsewhere with my printing needs. http://ilp.tlcwe.com/forums/style_emoticons/default/mad.gif