Dear [redacted] ,I would like to address the complaint filed against us by [redacted] [redacted] called us and wanted to use our screen imaging services In which we require the customer to provide us with a film positiveShe identified herself as the "girlfriend " of one of our largest customers in hopes, I assume, of getting special treatmentIt is company policy for the customer to supply a film positive with their request for Imaging but at times we can image the file out for the customer simply as a favorThis is a service we send out of house to do because we do not have the proper equipment to do itSince she was the "girlfriend" of our large customer we tried to accommodate herShe was instructed to send us a PDF file EXACTLY to the desired print size so all that was necessary was to send it to the third party, open the file and print the image on the proper materialShe sent the file, it was printed on the film positive material and the screen and image was producedShe sent her boyfriend to pick it up.Upon receiving the finished product as ordered, [redacted] called and I spoke to her and again told her the file she sent us must be able to be opened without any manipulation by the output sourceNot only did she not create the file correctly the first time, she asked if I could go into the file and add center linesA person who knows their software knows you cannot go into a PDF file and add/change it without specific softwareAlthough the file size was not our fault, we offered to make her screen again at no charge [redacted] wanted to know when it would be done and I told her In about 2-daysWe produced the new frame within hoursOur customer service person called [redacted] to tell her the frame was ready (a day ahead of schedule) and in doing so offered to drop if off at lunch at the boyfriends location which was on Chester, a block away, not at her location in Lakewood as she statedAt this point I called [redacted] and told her we could not drop off her frame at lunch as our regular driver was unavailable and it was not the responsibility of our customer service department although it was offeredShe became mad and reiterated something to the effect that she was going to come and pick it up at lunch and now that we couldn't drop it off it was a huge inconvenienceI apologized againShortly after that I did call her back and offer to drop her frame off that afternoon to the boyfriends location or in Lakewood which was her shipping addressShe was very rude and again told me how we had inconvenienced her and not to do anything with her screen as she would be in to pick it upHer boyfriend picked up the screen later in the afternoonDuring this entire process [redacted] never set foot in our facility as she claimed.I feel Multicraft did everything possible to correct a situation that was not our error to startThe product [redacted] received was acceptable and she incurred no additional expense for her mistakeWe always try to address our customer's complaints and rectify the situation as best as possibleMulticraft Inc has been in business for over 5O years and we are the largest supplier of screen printing and digital equipment in the MidwestWe have salesmen covering states and two digital technicians on the roadWe also have an additional location in Phoenix which services the southwestern statesWe pride ourselves in customer service and technical experienceA side note, I have years of experience in the business and the gentleman in customer service who took ***'s order has over years in the businessWe know our products, processes and graphic design programsI do not feel we have an obligation to refund ***'s $She was at fault and we more than compensated her by redoing her screen at no charge.Regards, [redacted] General ManagerMulticraft, Inc.216-432-***
Dear [redacted],I would like to address the complaint filed against us by [redacted]. [redacted] called us and wanted to use our screen imaging services In which we require the customer to provide us with a film positive. She identified herself as the "girlfriend " of one of our largest customers...
in hopes, I assume, of getting special treatment. It is company policy for the customer to supply a film positive with their request for Imaging but at times we can image the file out for the customer simply as a favor. This is a service we send out of house to do because we do not have the proper equipment to do it. Since she was the "girlfriend" of our large customer we tried to accommodate her. She was instructed to send us a PDF file EXACTLY to the desired print size so all that was necessary was to send it to the third party, open the file and print the image on the proper material. She sent the file, it was printed on the film positive material and the screen and image was produced. She sent her boyfriend to pick it up.Upon receiving the finished product as ordered, [redacted] called and I spoke to her and again told her the file she sent us must be able to be opened without any manipulation by the output source. Not only did she not create the file correctly the first time, she asked if I could go into the file and add center lines. A person who knows their software knows you cannot go into a PDF file and add/change it without specific software. Although the file size was not our fault, we offered to make her screen again at no charge. [redacted] wanted to know when it would be done and I told her In about 2-3 days. We produced the new frame within 24 hours. Our customer service person called [redacted] to tell her the frame was ready (a day ahead of schedule) and in doing so offered to drop if off at lunch at the boyfriends location which was on Chester, a block away, not at her location in Lakewood as she stated. At this point I called [redacted] and told her we could not drop off her frame at lunch as our regular driver was unavailable and it was not the responsibility of our customer service department although it was offered. She became mad and reiterated something to the effect that she was going to come and pick it up at lunch and now that we couldn't drop it off it was a huge inconvenience. I apologized again. Shortly after that I did call her back and offer to drop her frame off that afternoon to the boyfriends location or in Lakewood which was her shipping address. She was very rude and again told me how we had inconvenienced her and not to do anything with her screen as she would be in to pick it up. Her boyfriend picked up the screen later in the afternoon. During this entire process [redacted] never set foot in our facility as she claimed.I feel Multicraft did everything possible to correct a situation that was not our error to start. The product [redacted] received was acceptable and she incurred no additional expense for her mistake. We always try to address our customer's complaints and rectify the situation as best as possible. Multicraft Inc has been in business for over 5O years and we are the largest supplier of screen printing and digital equipment in the Midwest. We have 5 salesmen covering 6 states and two digital technicians on the road. We also have an additional location in Phoenix which services the southwestern states. We pride ourselves in customer service and technical experience. A side note, I have 38 years of experience in the business and the gentleman in customer service who took [redacted]'s order has over 40 years in the business. We know our products, processes and graphic design programs. I do not feel we have an obligation to refund [redacted]'s $62.69. She was at fault and we more than compensated her by redoing her screen at no charge.Regards,[redacted]General ManagerMulticraft, Inc.216-432-5656 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response by the manager is a complete fabrication. I never said I was the girlfriend of their largest customer and in fact I am not. It is a shame that people have to lie in order to protect their business.
Regards,
[redacted]
Dear [redacted] ,I would like to address the complaint filed against us by [redacted] [redacted] called us and wanted to use our screen imaging services In which we require the customer to provide us with a film positiveShe identified herself as the "girlfriend " of one of our largest customers in hopes, I assume, of getting special treatmentIt is company policy for the customer to supply a film positive with their request for Imaging but at times we can image the file out for the customer simply as a favorThis is a service we send out of house to do because we do not have the proper equipment to do itSince she was the "girlfriend" of our large customer we tried to accommodate herShe was instructed to send us a PDF file EXACTLY to the desired print size so all that was necessary was to send it to the third party, open the file and print the image on the proper materialShe sent the file, it was printed on the film positive material and the screen and image was producedShe sent her boyfriend to pick it up.Upon receiving the finished product as ordered, [redacted] called and I spoke to her and again told her the file she sent us must be able to be opened without any manipulation by the output sourceNot only did she not create the file correctly the first time, she asked if I could go into the file and add center linesA person who knows their software knows you cannot go into a PDF file and add/change it without specific softwareAlthough the file size was not our fault, we offered to make her screen again at no charge [redacted] wanted to know when it would be done and I told her In about 2-daysWe produced the new frame within hoursOur customer service person called [redacted] to tell her the frame was ready (a day ahead of schedule) and in doing so offered to drop if off at lunch at the boyfriends location which was on Chester, a block away, not at her location in Lakewood as she statedAt this point I called [redacted] and told her we could not drop off her frame at lunch as our regular driver was unavailable and it was not the responsibility of our customer service department although it was offeredShe became mad and reiterated something to the effect that she was going to come and pick it up at lunch and now that we couldn't drop it off it was a huge inconvenienceI apologized againShortly after that I did call her back and offer to drop her frame off that afternoon to the boyfriends location or in Lakewood which was her shipping addressShe was very rude and again told me how we had inconvenienced her and not to do anything with her screen as she would be in to pick it upHer boyfriend picked up the screen later in the afternoonDuring this entire process [redacted] never set foot in our facility as she claimed.I feel Multicraft did everything possible to correct a situation that was not our error to startThe product [redacted] received was acceptable and she incurred no additional expense for her mistakeWe always try to address our customer's complaints and rectify the situation as best as possibleMulticraft Inc has been in business for over 5O years and we are the largest supplier of screen printing and digital equipment in the MidwestWe have salesmen covering states and two digital technicians on the roadWe also have an additional location in Phoenix which services the southwestern statesWe pride ourselves in customer service and technical experienceA side note, I have years of experience in the business and the gentleman in customer service who took ***'s order has over years in the businessWe know our products, processes and graphic design programsI do not feel we have an obligation to refund ***'s $She was at fault and we more than compensated her by redoing her screen at no charge.Regards, [redacted] General ManagerMulticraft, Inc.216-432-***
Dear [redacted],I would like to address the complaint filed against us by [redacted]. [redacted] called us and wanted to use our screen imaging services In which we require the customer to provide us with a film positive. She identified herself as the "girlfriend " of one of our largest customers...
in hopes, I assume, of getting special treatment. It is company policy for the customer to supply a film positive with their request for Imaging but at times we can image the file out for the customer simply as a favor. This is a service we send out of house to do because we do not have the proper equipment to do it. Since she was the "girlfriend" of our large customer we tried to accommodate her. She was instructed to send us a PDF file EXACTLY to the desired print size so all that was necessary was to send it to the third party, open the file and print the image on the proper material. She sent the file, it was printed on the film positive material and the screen and image was produced. She sent her boyfriend to pick it up.Upon receiving the finished product as ordered, [redacted] called and I spoke to her and again told her the file she sent us must be able to be opened without any manipulation by the output source. Not only did she not create the file correctly the first time, she asked if I could go into the file and add center lines. A person who knows their software knows you cannot go into a PDF file and add/change it without specific software. Although the file size was not our fault, we offered to make her screen again at no charge. [redacted] wanted to know when it would be done and I told her In about 2-3 days. We produced the new frame within 24 hours. Our customer service person called [redacted] to tell her the frame was ready (a day ahead of schedule) and in doing so offered to drop if off at lunch at the boyfriends location which was on Chester, a block away, not at her location in Lakewood as she stated. At this point I called [redacted] and told her we could not drop off her frame at lunch as our regular driver was unavailable and it was not the responsibility of our customer service department although it was offered. She became mad and reiterated something to the effect that she was going to come and pick it up at lunch and now that we couldn't drop it off it was a huge inconvenience. I apologized again. Shortly after that I did call her back and offer to drop her frame off that afternoon to the boyfriends location or in Lakewood which was her shipping address. She was very rude and again told me how we had inconvenienced her and not to do anything with her screen as she would be in to pick it up. Her boyfriend picked up the screen later in the afternoon. During this entire process [redacted] never set foot in our facility as she claimed.I feel Multicraft did everything possible to correct a situation that was not our error to start. The product [redacted] received was acceptable and she incurred no additional expense for her mistake. We always try to address our customer's complaints and rectify the situation as best as possible. Multicraft Inc has been in business for over 5O years and we are the largest supplier of screen printing and digital equipment in the Midwest. We have 5 salesmen covering 6 states and two digital technicians on the road. We also have an additional location in Phoenix which services the southwestern states. We pride ourselves in customer service and technical experience. A side note, I have 38 years of experience in the business and the gentleman in customer service who took [redacted]'s order has over 40 years in the business. We know our products, processes and graphic design programs. I do not feel we have an obligation to refund [redacted]'s $62.69. She was at fault and we more than compensated her by redoing her screen at no charge.Regards,[redacted]General ManagerMulticraft, Inc.216-432-5656 [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response by the manager is a complete fabrication. I never said I was the girlfriend of their largest customer and in fact I am not. It is a shame that people have to lie in order to protect their business.
Regards,
[redacted]