Deluxe for Business

Thank you for contacting Deluxe Corporation We apologize to for the service that has been provided and the inconvenience One of our supervisors has been in contact with you and working on the matterAs of December 5, we have confirmation that everything is up and running Please continue to work with the supervisor We appreciate the opportunity to resolve this matter Thank you for your feedback

Thank you for contacting Deluxe Corporation regarding the receipt of marketing materials I sincerely apologize for the inconvenience We have updated your file to stop sending materials as you requested Thank you for your valuable feedback

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID *** The response indicates that I will no longer receive junk mail (marketing material) from deluxe but since I've been trying for years to stop the mailings I have to "see it to believe it" Only time will tell if this issue is truly resolved.Thank you for your help

Initial Business Response /* (1000, 5, 2016/01/13) */
Thank you for ordering with HostopiaWe strive to provide you with the highest quality products and servicesWe value our customers' feedback and are constantly evaluating our servicesWe will be contacting you directly to discuss your
concern
Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They hsavent contacted meThey havent refunded my moneyThey keep trying to charge my bank account for services even though I cancelled the contracts
Final Consumer Response /* (4200, 18, 2016/02/04) */
This complaint should not have been closedDeluxe refunded me one moth's payments out of seven months payments and a start up chargeAS Deluxe completely failed to provide the services it promised under its contracts, they should completely refund my moneyI am losing my office this week because I can not make my lease payment and I have no businessDeluxe's failure to perform is a major contributing factor the closing of my officeThey refuse to refund even that money which I gave them when they should be responsible fro a great deal more since they lured me into signing the contracts and paying under by stating they knew how to build a realtor's website and lawyer's website and they either did not know how or just didn't bother to do so for meConsidering their actions over the past ten months; that the right hand generally doesn't know what the left had is doing; you can not directly call the escalations department representative they assign you,; e-mails, even to a specific person are auto responded to by a general e-mail box, and no one can give you a straight answer, my opinion is that they simply couldn't provide the services they promised and instead of saying so, they liedWhere I come from if you take someone's money and don't give them what they paid, you give the money backI guess the decision makers at Deluxe are from somewhere else
Final Business Response /* (4000, 20, 2016/02/11) */
We are disappointed that our services did not meet the expectations of this client
She purchased two packages, which each included a website, Facebook page design and management and directory listing claiming bundleEach of these features were delivered as defined in the initial contract
Services were active and available to utilize for nine monthsThrough a courtesy credit and concessions made on the account, a total of five months payments were received by Deluxe
It is unfortunate that we could not ultimately satisfy her needs, as our goal is to delight all of our clientsHowever, the package she purchased does not guarantee leads, but rather builds an online foundation for a business to grow fromThat was delivered as promised

Initial Business Response /* (1000, 5, 2015/09/18) */
File Composition Not Accounting For Hole Drilling (ID Badge)
For PsPrint business day printing turnaround time ID Badge product order XXXXXXX, the customer submitted a file in which the composition did not take into account the area needed
for hole drilling for lanyard insertionThe drill would cut into the important top text head informationWith a fast business day turnaround time, there is very little room for error if the file is not submitted correctly
PsPrint can only honor the ordered turnaround time if the file is print ready, per our terms and conditions: https://www.psprint.com/legal/index.asp
However, PsPrint will do everything in its power to either fix the file at no cost to address the file issue, or notify the customer if the issue will negatively impact the resulting outcomeIf there are resulting delays from file submission issues, PsPrint will also do everything in its power to expedite the production to help with the required in-hands date
PsPrint Notification to Customer of the issue:
On the 9/9/15, second day of production (completion date), it was observed in production that the hole drill area would impact the text elements in the designThe production department then notified PsPrint Customer Service Dept to notify the customer of the issue
On 9/9/2015, customer service rep attempted to call the phone number on file for the order to notify the customer Kimball of the issueWhen no answer, the CS rep left a detail voicemail regarding the file and hole drill issue, and instruction for the customer to resubmit the file with adjusted artworkThis was followed up with an email to the customer with an overview of the issue and advising a voice mail was left with additional details
Customer Service Response Time Complaint:
The customer responded with a note on the order advising that he did in fact call back to discussHowever, when met with a hold time of 5-minutes, he discontinued the contact attempt several times on 9/9/and 9/10/The customer also posted several additional notes requesting response on these respective dates as well
The customer did experience longer than wait times during these dates, as well delayed / lack of response on these respective dates as well as he indicated in this complaintLonger call wait time and note / email response time attributed to extremely heavy call, note, and email volume consistent with our PsPrint September busy season annual trendWait time has also been impacted by staffing shortage, to which two groups of new hires are currently in training and going live shortly
Escalation Resolution:
Upon helping with feedback email review, the PsPrint Customer Retention Manger, Tarah was able to reach the customer on 9/11/via email to help in the matterShe worked with our PsPrint Sales Director to successfully expedite the completion of the order on the day before the event (completed 9/for 9/event), so that the customer had the order in hands as neededShe also provided the customer with a discount code off of a future order as an additional offer to help with the inconvenience
Tarah also followed up with the customer to confirm if the prints were ok and that everything worked outThe customer confirmed yes, and was appreciative of the matterThis Revdex.com complaint was filed prior to Tarah reaching the customer and working to resolveWe are confident that the customer is ok with retracting this complaintWe are also available directly in management for any future help the customer may need

The claim made by Deluxe that they mail solicitations to recently registered businesses is true.  However, they also continue to solicit businesses who have requested to be taken off their mailing list.  If you view the attached latest solicitation I received, you will see that the solicitations are being addressed to me personally.  The name of the business has been added on.   I listed this business with the Texas Secretary of State's Office in 2011, please see attached Secretary of State Registration.   This business is no longer in existence.  I have continually requested to have my name removed from Deluxe's mailing list and they continue to send solicitations out on new and past business names which I have registered. I believe that Deluxe is failing to be honest with the public on their solicitation practices.

Thank you for contacting Deluxe Corporation regarding some solicitations.   We apologize for any inconvenience you have experienced.  We have contacted the vendor we purchased your information from and asked that they remove you from the source database.  This...

particular campaign consisted of 4 contacts in total and it is not possible to pull back any records already in the mail stream.  Again we apologize for any inconvenience.  Please feel free to contact us again for any additional information.

Initial Business Response /* (1000, 5, 2015/08/05) */
PsPrint Investigation/Summary Of Details Regarding This complaint: Case # [redacted](Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Die Cutting Charges:
- The customer placed a die-cut sticker order on the PsPrint website.
- He was unaware that for...

stickers that require a custom shape, there is an additional die blade creation fee that starts at $100 and increases depending on complexity and size. This is in addition to the website quote for the printing.
- Though these details are stated clear on the "Services" Die-Cutting webpage, PsPrint can review options for better visibility of additional fees and requirements on the ordering pages to help reduce confusion.
-The dealer was later quoted the additional $145, to which he is requesting that we waive that fee due to the pre-mentioned stance/confusion.
Print Ready Files / Supportive Die Cutting Files:
- PsPrint requires that the customer supply print ready files to our guidelines and specifications. There are links to these guidelines on the product page, as well as our top nav "Design Resources" link.
- PsPrint requires additional supportive files for any die cut product. These details can be found on the Die Cutting webpage under the top nav "Services" link.
-The dealers print files were rejected by our prepress department multiple times for not being print ready (incorrect bleed, size, and text safety.
- The dealer requested that we use graphic software to fix for free. Any design work that requires graphic software alteration is the responsibility of the customer. Otherwise, there is a file fix for a fee option through PsPrint, to which the file is sent to our Graphic Services Department for quoting and fix.
- As a courtesy, we later fixed the print files to be print ready. We also created the die cutting supportive files. Both were done for free, as a courtesy.
Customer Service Response Time Complaint:
- The customer is stating that they had sent roughly 15 emails with no responses.
- Upon the first rejection of the customer file due to it not being print ready, customer service reps have provided the customer with all of the information needed for him to obtain a die creation fee quote and all details related to the die cutting supportive files and print ready file guidelines.
- In addition, the customer was provided with the correct communication address/options to address his question. There is a possibility that the customer has both been using the reps direct email address (which the reps do not use for customer correspondences) or the customer has been replying to the automated touch point email system address [redacted]@psprint.com, to which responses are not received in customer service. There is messaging in those automated emails that clearly advise that the email is a "do not reply" email, and provides the correct contact information for their response.
Customer Request / Escalation Resolution:
- Upon the Customer Service Manager Piankhi receiving notification of this Revdex.com complaint, he has researched and documented all details related to this complaint, as captured in this Word Doc.

- We have already successfully fixed his print files as a courtesy for no cost.
- We have already successfully created the supportive die cut files as a courtesy at no cost.
- Due to the confusion, PsPrint is willing to waive the die blade creation fee of $145 as a one-time courtesy.
- The Customer Service Manager [redacted] has attempted to reach out to the customer to discuss this matter and offer this resolution. At this time, he has only been able to leave a message with [redacted] at the phone number on file, and on the customer's cell phone voicemail, to which [redacted] provided to [redacted]
- Upon reaching the customer, we will extend the offer, waive the die creation fee, and continue with the order if the customer would like to proceed. If he would not like to proceed, we would refund the order in full at his request.
All Supportive details regarding this matter have been captured in the sections below in the Word Doc documentation.
PsPrint CS Manager is open to direct communication with the customer.
[redacted]
PsPrint Customer Service Manager
Desk Phone: XXX-XXX-XXXX
Email: [redacted]@psprint.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept, thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you for contacting Deluxe Corporation regarding the receipt of marketing materials.   I sincerely apologize for the inconvenience.   We have updated your file to stop sending materials as you requested.   Thank you for your valuable feedback.

Thank you for contacting Deluxe Corporation.  We apologize to for the service that has been provided and the inconvenience.   One of our supervisors has been in contact with you and working on the matter. As of December 5, 2017 we have confirmation that everything is up and...

running.   Please continue to work with the supervisor.  We appreciate the opportunity to resolve this matter.  Thank you for your feedback.

Initial Business Response /* (1000, 6, 2015/11/18) */
Complaint (A): Customer [redacted] claiming that PsPrint denied his request to stop his order XXXXXXX-XXXXXXX after he noticed a typo in the design, resulting in him having to pay for a discounted replacement order XXXXXXX-XXXXXXX.
Summary of...

Events:
Customer [redacted] placed PsPrint postcard order XXXXXXX-XXXXXXX on Sunday, Nov 8 at 9:07 AM
Customer attached artwork files to the order on Sunday, Nov 8 at 9:08 AM
The attached artwork file was preflighted by PsPrint prepress department and sent to "Production Pool" on Monday, Nov 9 at 6:07am. Note: Once in production pool we are unable to guarantee we can stop the order, as it is scheduled in the system to be printed.
Customer posted an order note communication on the order on Monday, Nov 9 at 6:46 AM advising he had a spelling error in the file and needed to upload a corrected version. This note was posted by the customer after the file passed production pool status.
The customers note goes into a customer service notes queue, to which they are answered in the order received in the queue. A customer service rep responded to the note on Monday, Nov 9 at 9:12 AM upon reaching this note in queue, to advise that the file us unfortunately too far in production to remove from the order.
Customer called shortly after receiving the note from customer service and requested verbally if we could remove the artwork. He was provided the same details regarding our inability to stop the order due to the file proceeding too far to stop.
Note: When the customer submits/attaches a file to a PsPrint order, they are given the messaging that no changes can be made to the artwork at this point. This is due to the fact that once the files are submitted in the system, the file is then scheduled in the system; often grouped together with other customer files to fill and print on a large production flat. The attempt to remove a file would affect the scheduled jobs for that production flat and would result in all files on that flat having to be removed, laid out once more on a new flat, and rescheduled.
Escalation Resolution: Upon escalation of the matter by the customer service rep to a supervisor, PsPrint provided the customer with a courtesy offer of 50% off a replacement order with revised file. We also refunded the shipping costs of the order, as the order was not usable due to the customer introduced typo in the artwork submitted.
The customer placed a new order using the discount as order 2403956-3111772 (the secondary claim in this complaint).
Every PsPrint order has in internal intranet ticket that captures all details related to the order, including:
- customer information
- order specifications
- order history
- order status
- all note communications from the customer via the "MyAccount" note feature, all responses from customer service reps to those note customer communications
- and also private documentation notes; which every customer service rep is required to post if they have had an interaction with the customer
Additional Supportive Details and Snapshots captured in the provided attached PDF file.
Complaint (B): For the courtesy discounted replacement order 2403956-3111772 (replacing original order XXXXXXX-XXXXXXX that had the typo in the design), the customer [redacted] is claiming that PsPrint blatantly and fraudulently altered his file (removing the drop shadow behind the text in the design) so that PsPrint could charge more for another order).
This claim has no validity and is not a PsPrint business practice. The unintentional dropout of the design element is due to the customer submitting artwork files that were not print ready to PsPrint guidelines, resulting in the drop out.
Summary of Events:
Customer submitted a new discounted order XXXXXXX-XXXXXXX due to the typo in his first order XXXXXXX-XXXXXXX, and the artwork progressing too far in the production process for PsPrint to stop the order.
The customer is claiming that the artwork thumbnail previews that he saw in his account correctly show the black and white drop shadow effects behind the text in the design. However, the final prints that he received did not have the drop shadows; and is claiming PsPrint did this on purpose.
These thumbnails in question are generated by the PsPrint uploader as a snapshot of the original file uploaded. These thumbnails show in the customer account in the My Artwork area of the account (where files are stored) and in the MyJobs area of the account (where the customer checks their job status). Customer is correct in that this is what he would have seen as a visual representation of what would print.
However, if the file is not print ready (created to PsPrint print ready guidelines) unexpected results can occur during the preflighting and printing process that are not shown and cannot be anticipated nor captured in this early generated thumbnail preview. Non print ready artwork resulting errors can includes: font shifts, effects shifts, color shifts, and drop out of text and image elements. Submitting a print ready file to PsPrint guidelines is the only way to guarantee these issues do not occur with printing.
(In the attached supportive details PDF File - an image example is shown): Below is the resulting preflight and printed artwork design. Due to the .PSD format not having the layers flattened prior to export and submission to PsPrint, the drop shadow design effect dropped out of the file when processed (the system can only process flat .PSD files as it cannot read layer information (as it is not the native software Photoshop).
PsPrint requires that the customer supply print ready files to our guidelines and specifications. There are links to these guidelines on the product page, as well as our top nav "Services & Resources" link.
Escalation Resolution: The customer was offered a courtesy free reprint, pending that he flattened all layers in the design file as required and resubmitted the file to us. Upon receipt of a corrected file, the file was used for new courtesy free reprint order XXXXXXX-XXXXXXX, which printed correctly this time due to the files meeting our print ready file requirements.
For both these customer orders in question, PsPrint had no control of the issues presented, and extended multiple courtesy accommodations to help resolve and help the customer in both instances. This Revdex.com complaint was filed prior to the customer contacting PsPrint regarding the drop shadow issue. A PsPrint supervisor has attempted to reach the customer to discuss this matter, after finding that a complaint was filed (this after the matter was already resolved).
Additional Supportive Details and Snapshots captured in the provided attached PDF file.