Bookmobile Reviews (%countItem)
Bookmobile Rating
Address: 5120 Cedar Lake Rd S Ste B, Minneapolis, Minnesota, United States, 55416-1623
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On October the 30, 2019, I placed an order with Bookmobile for 200 copies of a book to 56-page book to be printed. I remitted payment for $1100.00 for this. The books were received on November 15, 2019.
The books were poorly printed. Main problem: the treatment of images on spreads, as they relate to the gutter of the book. The pages misalign and the images are cut off. When I ordered the books, I flagged the treatment of the spread/gutter issue as something I am concerned about. I was told "We'll just need 1/8" bleed around the edges and you don't need to accommodate besides that for the gutter—we grind of less than 1/64" when binding." I did this. The results did not support that this was the right thing to do. I sent photographic documentation to Bookmobile regarding the poor results. I was only told that they were "sorry for the confusion" and that the result was up to spec. But it is not.
The entire print run needs to be trashed and I am out of time and money. They refused a reprinting or to even over a discounted reprinting. No solution was offered. I was even a returning customer, having printed three previous books, successfully, with them. I was also told that "some image loss occurs." Why then was this not clearly explained when I first asked, so that I could adjust accordingly. This is the job of a printer. I have sought opinions from other professional printers and they agreed that this was a shoddy job, that should not be considered up to spec.
We have offered the client a full refund or a re-do of their job:
I am so sorry about this! Sean and I have gone many rounds with production and our owner—and we can do a make-good of this job for you, or a full refund. This one is my fault and it's a new one for me, I apologize. I'm used to warning clients that a book's text should have a gutter of 1/2" to 5/8" for ease of reading, but I haven't had this issue come up yet (I swear!) for images. I haven't seen this kind of error yet, so we are rewriting our procedures and guidelines. I spoke with a coworker (in our separate design and typesetting department), and she recommended duplicating your images and moving them out from the gutter by 1/8". She said this would improve it, and possibly prevent it, but it's not 100%. We can't guarantee with the make good that the images will match up exact in the spread though, our tolerance is 1/16" and we can't get it right on for every page and every book. If you decide to do a make good with us, we'd need revised files with the gutter compensation, and we'd ask you to see color proofs before proceeding to be sure the color issues have been resolved. Again, I'm so sorry about this—I did not handle this well and we will do better next time, if you give us the opportunity.
Quoted me, I paid, then they changed the price and refused to acknowledge they’d misquoted me, or to ethically resolve the issue - instead, blamed me for them misquoting me. This is unbelievably unethical customer service.
Hi ***, I am sorry you were disappointed with our customer service. We do try to make our quotes and process as clear as possible. Your quote spec'd a one hit foil stamp on the front cover only, and your title had a foil stamp hit on the spine and back cover too. We brought that to your attention, gave you the new price, and asked if you wanted to proceed. We have cancelled your job and given you a full refund.
I am rejecting this response because: It seems to be a summary of what you believe happened as opposed to acknowledgement of your misquote. No one asked where the foil needed to be or what color until now. Your site says you’ve been in business since the 1980’s, so I don’t understand how if the quote I received depended on those specifications it was not asked prior to receiving my deposit. You continue to avoid the real issue with dismissal and cancelation.