We have used www.PrintPlace.com for a few jobs over the last year. However, our last jobs from PrintPlace (ordered three different brochures, a total of 40,000 brochures) were packaged incorrectly.instead of being shrink-wrapped into 250s, some were packaged in 119s, 127s and 125s. We needed to get these brochures on our line for sale as we were running low, so we spent upwards of $850 of manpower and supply so we could offer these items for sale. When PrintPlace was called to discuss this inaccuracy, the PrintPlace customer service rep was extremely apologetic for this error and filed a quality assurance statement on our behalf. She said we would hear back from Mike in Quality Assurance.
I followed up after more than a week since we hadnt heard back from PrintPlace. The customer service rep patched me through to Mike with PrintPlaces quality assurance department. He first, said without researching into the issue, from his experience it was a communication error that shrink-wrapping our brochures into 250s probably wasnt possible as they would be too large. When I informed him that we had ordered these jobs from PrintPlace in the past and they were shrink-wrapped in 250s. I let him know we had to pull employees to recount 40,000 brochures and use our own supplies to repackage something we paid PrintPlace to do so we could sell our marketing tools and the cost was upwards of $850. The PrintPlace rep asked what I was asking for. I told him a resolution of credit or refund as our job wasnt completed correctly. He said this couldnt be done because there was nothing wrong with the printed material. He went on to say, that shrink-wrapping was only $35 per 10,000 brochures, so he could credit us $150. I then asked about the manpower in counting the brochures. He said he could credit $250 total and that was it. I told the PrintPlace rep I didnt feel this was satisfactory, but would bring it to my directors attention. The PrintPlace rep said he would get this in writing and I told him he needed to send it to our email on file. I have yet to see his written proposal, however PrintPlace can keep their $250 credit as we are taking our business elsewhere.
Note that PrintPlace talks up their Guarantees, but doesnt really follow through. This is taken directly from their website: They aren't just words to us! You can place your order with confidence because it's backed by our 100% satisfaction guarantee. You WILL be satisfied or we WILL make it right! PrintPlace http://www.printplace.com/static/printplace-guarantees. Aspx
0 comments