Accurate Printing Company

July 21, Dear [redacted] Accurate Printing provided printing services for the customer on June 6, 2014, The customer was in a rush because her event was on June 8, The customer was very defensive about the price and after several back and forth conversations, the price was dropped to $The job was picked up on June 6, 2014, in the afternoon.The client called back on June 9, and said some of the pages were upside downShe was very upset and her event has already passedOur employee offered to refund her money which infuriated her even moreThe client became very belligerent and our employee was forced to hang up the phoneThe client called back again and talked to me on June 9, I apologized for the mistake and for any misconduct on the part of my employeeI offered to fix the problem or refund her moneyI also offered to personally handle any future services that she may requireWe talked for about minutes and her tone was very pleasantShe told me she used the printed piece for her event and that she did not want her $refunded to herI talked to the Accurate employee that was involved and he said he was professional during the telephone conversation and when the client became belligerent he thought it was best to hang up, The employee involved is a family member of the owner which means he has a vested interest in keeping customers happyI have no reason to doubt his integrity or customer service skills.Please do not hesitate to contact me with any further questions.Sincerely,Chip P Operations Manager

July 21, 2014
Dear [redacted]Accurate Printing provided printing services for the customer on June 6, 2014, The customer was in a rush because her event was on June 8, 2014. The customer was very defensive about the price and after several back and forth conversations, the price...

was dropped to $12.50. The job was picked up on June 6, 2014, in the afternoon.The client called back on June 9, 2014 and said some of the pages were upside down. She was very upset and her event has already passed. Our employee offered to refund her money which infuriated her even more. The client became very belligerent and our employee was forced to hang up the phone. The client called back again and talked to me on June 9, 2014. I apologized for the mistake and for any misconduct on the part of my employee. I offered to fix the problem or refund her money. I also offered to personally handle any future services that she may require. We talked for about 20 minutes and her tone was very pleasant. She told me she used the printed piece for her event and that she did not want her $12.50 refunded to her.
I talked to the Accurate employee that was involved and he said he was professional during the telephone conversation and when the client became belligerent he thought it was best to hang up, The employee involved is a family member of the owner which means he has a vested interest in keeping customers happy. I have no reason to doubt his integrity or customer service skills.Please do not hesitate to contact me with any further questions.Sincerely,Chip P
Operations Manager

Review: Extremely rude behavior. I was picking up an order of copies for a one page basic recital program.. Later I found the copies to be printed half upside down. The assistant blamed me for being "in a hurry" ( I had called ahead and come at their appointed time ) He continued to berate me and then hung up the phone while I was talking. He would not give me a name of someone above him in control of the business.Desired Settlement: Report to his superior with apology and re-training on how to interact with clients . He is ruining the local branch of a national business.

Business

Response:

July 21, 2014Dear [redacted]Accurate Printing provided printing services for the customer on June 6, 2014, The customer was in a rush because her event was on June 8, 2014. The customer was very defensive about the price and after several back and forth conversations, the price was dropped to $12.50. The job was picked up on June 6, 2014, in the afternoon.The client called back on June 9, 2014 and said some of the pages were upside down. She was very upset and her event has already passed. Our employee offered to refund her money which infuriated her even more. The client became very belligerent and our employee was forced to hang up the phone. The client called back again and talked to me on June 9, 2014. I apologized for the mistake and for any misconduct on the part of my employee. I offered to fix the problem or refund her money. I also offered to personally handle any future services that she may require. We talked for about 20 minutes and her tone was very pleasant. She told me she used the printed piece for her event and that she did not want her $12.50 refunded to her.I talked to the Accurate employee that was involved and he said he was professional during the telephone conversation and when the client became belligerent he thought it was best to hang up, The employee involved is a family member of the owner which means he has a vested interest in keeping customers happy. I have no reason to doubt his integrity or customer service skills.Please do not hesitate to contact me with any further questions.Sincerely,Chip POperations Manager