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Bad service

I contracted a printing company to print my books here. Now, I can only afford a small print run, but I don't think that is any excuse for the way they have treated me.

Firstly, when I sent the files off, I asked them for a cost so I could deposit 50% prior to the print run. They never even acknowledged my email. A few days after I sent the email, I rang, got only their voicemail, then about two or three days later got an email saying, got your message, is there anything I can help you with? I emailed back saying I hadn't heard from them and wanted to make sure they got the files ok.

That was fine. A week later they sent me the proof, but still no final costing that I'd asked for and said they could do the printing over the weekend.

Another week goes by and I hear nothing more. They tell me last week the books are ready to be bound and would be sent out by the end of the week. That was it.

I didn't receive the books and emailed them yesterday asking what was going on. I had sent for something last Friday and it arrived Monday, so you'd think that I would have got the books by now if they had sent them out Thursday like they promised. I then get an email today saying, oh, sorry, haven't done it, something came up. Promise I will get it done this week. No apology for not communicating this sooner. I emailed back saying I was disappointed in their lack of communication and it should not have taken this long (they say 7 to 10 days. Even 10 working days is less than the time it has taken). I have customer orders from bookstores and it's making me look bad because of these delays.

Is it me or is this behaviour really unprofessional? I mean, I can understand if it was a family emergency (this is a family-owned operation), but wouldn't you at least try to inform your waiting customers somehow?

I won't be using this company again. I just don't think there is any valid excuse for their appalling communication.

Question: should I relay these concerns in an email to them?

Comments

( 6 comments — Leave a comment )
thekiller00
Nov. 29th, 2016 09:04 am (UTC)
First off, congrats on getting published!

As for your question abount unprofessinalism, it is unprofessional because any way you look at it in my opinion, you're a paying costumer using their service to publish your book. If they truly had some type of emergency that delayed things, they could at least send you a small email or call and say something came up that'll delay them printing your books and sending them to you.

Also, you should relay your thoughts to them, because even if it's a family business, they wont be open for very much longer if that's how they treat their clients.

Edited at 2016-11-30 02:02 am (UTC)
phoenixnz
Nov. 30th, 2016 08:20 am (UTC)
Hence my thoughts of not using them again. They have badly let me down. I emailed my concerns to them and they have not replied. Not even to answer when I'm going to get my damn books! The only reply I got from them was one I received before I sent my concerns and the owner saying: "That's not how we do business." Well, clearly they do if this is the way they communicate. Thanks for your perspective.
bradygirl_12
Nov. 29th, 2016 04:31 pm (UTC)
I agree with everything thekiller00 said. You're a paying customer who ought to be informed of delays and not have to practically beg for information! I dealt with a similar situation and when I was finished with them, told them flat out why I wouldn't be using their so-called services again.

And a big YAY! for getting published! :)
phoenixnz
Nov. 30th, 2016 08:21 am (UTC)
I'm just so disgusted with the whole mess. If I could back out now, I would. This was the last thing I needed after the surgery.
me_ya_ri
Nov. 30th, 2016 03:00 am (UTC)
Absolutely yes, do inform them of all their bad service issues. Seriously, you're the customer and you're making reasonable requests. This is a business transaction between two businesses so they should behave professionally. I completely agree that they need to know where they're making mistakes if they want to stay in business.

And I'll get to your email hopefully tomorrow. The hubby and I were in Japan for the last 10 days on vacation so I had no internet but parasited WiFi. And of course now I'm kinda weaving back and forth from jetlag. *wobbly grin*
phoenixnz
Nov. 30th, 2016 08:22 am (UTC)
I sent off an email. I didn't demand anything but I did let them know I was not happy with the situation. They have yet to reply, which I am also not happy about.

Ooh, Japan! I would love to go to Japan. My service club has their international conference in Japan in 2018 and I hope to be able to save some money to go.
( 6 comments — Leave a comment )

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