Everything Displays

Revdex.com:
I am currently working with a sales representative on a solution to this complaint, as stated in the response by the business. I am very disappointed that in this response the business chooses to insult their customer, as I do not feel this demonstrates their promise on their website that excellent customer service is their top priority. In their response they say, "Unfortunately, this issue was only reported to us after business hours on August [redacted] and after Alpha Pregnancy received our report that their graphic color appearance issue was not something we could offer them a free reprint for. Alpha Pregnancy hadn't notified us about their broken frame prior to our graphic report or prior to filing a claim against us with Revdex.com even though we would have been able to help them with this issue if they had." As previously explained to the business, the graphic appearance was discovered at the initial unpacking of the product and they were contacted right away. In that conversation, I explained that we were slated to use the product two days later (as we discussed whether a reprint would be an option). The next day I was informed they would not reprint the graphic, and the following day we traveled to the festival and set up the display. After about 10 minutes the plastic guides that hold the display on the stabilizing feet broke, and the display fell over. After seeing the plastic guards had broken so easily, I immediately sent my sales representative an email informing them of what had happened and how displeased I now was with the product in addition to the printing. Obviously, since the product broke after our reprint discussion then obviously I informed the business of my dissatisfaction with the quality of the product after the reprint conversation as well. I also sent pictures of the broken guards, so it is concerning that it appears in their response that they are trying to say that we had unethical motives. I explained to the company that we are a nonprofit organization, and therefore we are not an organization that can just spend the amount of money of this item on a whim. When we spend this amount of money on a single item then we need it to last, and I was shocked to see the item break so quickly. I also did not know at the time that the frame has a lifetime warranty. The statement that I notified the Revdex.com before the business is false, and the time stamp on my email and complaint prove this to be true, so again it is disappointing this is their customer service. Furthermore, since the solution the sales representative offered and I agreed to included replacing the frame and there being a lifetime warranty illustrates our goal being that of having a version of this product that we can use. I also would not be agreeing to spend additional money on a reprint, which is part of the solution, if what appears to be insinuations of me by the business were correct. I simply want a quality product for the price we paid.   I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: I am very unsatisfied with the 10ft hop up fabric display. The very first time it was set up the plastic guides that the feet slide onto randomly broke after it had been standing for approximately ten minutes and left very little track to even reattach the feet. Every piece that holds the display together is made of plastic, which I did not expect based on the price. All of this was on top of the product not being printed as was pictured in my proof. Excellent customer service would have involved being forthcoming with the proof that a key element in the file may not print correctly, but instead they sent a proof of what it should look like and then printed it. When I brought it to their attention that it did not print correctly, I was told there was a special effect that didn't print properly and they could give me 15% off a second fabric reprint ($634). None of the experience with this company has been acceptable in my opinion.Desired Settlement: I would like to be refunded the price paid for this product of poor quality.

Business

Response:

Response: Everything Displays is very sorry to hear about theunfortunate experience that Alpha Pregnancy had regarding their display. Pleasesee our summary of the case. Although we have already taken many steps to helpAlpha Pregnancy to receive a product to their liking, we aren’t able to offerthem a full refund due to our return policy and the custom nature of thedisplay that was ordered. Our return policies are stated on the product pagesof our displays and also under the general return policies listed on ourwebsite. Summary: Alpha Pregnancy ordered a 10 foot straight hopup frame and10 foot straight hopup graphics with lights on June [redacted], 2015. • The link tothe frame ordered is here ($279.00):[redacted] • The link tothe graphics ordered is here ($634.28):[redacted] • Since AlphaPregnancy ordered the frame and graphics together, they used this link for thepackage discount ($843.70):[redacted] Please note that on both the frame main product page and thepackage main product page the materials for the frame are clearly specifiedunder features which are also copied below for reference. o Light-weightscissor style pre tempered 20 grade anodized aluminum - fully recyclableo Silver frame withgrey in-molded velcro end-capso Junction boxes areimpact modified ABS gray plastic; plastic locking arms are purpleo Recyclablepolyester fabric - graphics printed via direct print using a non-toxicwater-based inko Graphic stretchesover aluminum frame and can be left on the frame when packing and shippingo Expanding/collapsible frame for quick set up and dismantling Additionally our hopup pages feature setup videos of thehopup and thumbnail images underneath the main product image which show ourhopup frame. Addressing additional points in the report, Alpha Pregnancynotified us that their graphics didn’t print to their liking. Their concern wasthat the white halo in their art file came out more pink and white and notorange and white. When the client notified us that the color wasn’t to theirliking, we carefully evaluated their art file to see what happened and offereda free reprint if we found that the mistake was due to a printing error.However, after review, our team determined that the color in the halo was not aprinting mistake and instead was due to a special effect built into theclient’s art file using an illustrator transparency effect (which we adviseagainst and which is posted on our website). Given that color alteration due to built-in file effects,are subjective and stylistic in nature, and since Alpha Pregnancy’s file wasmade according to size and with good resolution, we had no way to know thegraphic printed with an unintended effect (we didn't modify their file and ourprinters were properly calibrated the day we printed Alpha Pregnancy's file). Althoughwe do send eproofs prior to print, these eproofs wouldn’t have captureddetailed stylistic effects or color discrepancies as a result of these effects.Additionally, no pantone color was specified or hard proof was ordered when theart was submitted to us to use as a reference. Only a hard copy proof would have shownthese things and they did not order one. We would like to point out that Everything Displays isn’t adesign company and isn’t responsible for the way a client designs their files.We don’t charge design fees and we don’t mention anywhere that we can offerdesign help with a file. We do, however, provide clear guidelines to help ourclients to design their own art file so that it will print as best as it can.These guidelines were provided in a link to Alpha Pregnancy multiple times tohelp them to prepare their art and were also available at the top of thegraphic submission page for their designer to review prior to submitting their art,which can be seen here:[redacted]. Additionally, wehire a few staff members that make sure a file is made to the correct size andwith the proper resolution. Catching a small design detail such as a specialeffect built into layered files, is outside of the scope of our services. Another issue that Alpha Pregnancy reported was that theirhopup frame broke after 10 minutes of use. Unfortunately, this issue was onlyreported to us after business hours on August [redacted] and after Alpha Pregnancyreceived our report that their graphic color appearance issue was not somethingwe could offer them a free reprint for. Alpha Pregnancy hadn't notified usabout their broken frame prior to our graphic report or prior to filing a claimagainst us with Revdex.com even though we would have been able to help them with thisissue if they had. We would like to note that a broken display after 10 minutesof setup is extremely unusual in our experience (and almost impossible tohappen given the way the frames are setup). However, we have given the customerthe benefit of the doubt that they set the frame up properly, and that it ispossible they received a defected frame. As in all cases, we stand behind theunit’s lifetime warranty and already agreed to ship the client a new frame. The client is asking for a full refund of their frame andgraphics and this isn’t possible. Although we are prepared to ship them a newframe per their warranty and even to allow them to return their frame withoutpaying a restocking fee as a courtesy (our terms state that usually arestocking fee is required), the client’s situation does not meet theconditions of our stated policies and guidelines where we can offer them theoption to return their graphic mural where the substantial cost of the displayis from and which already has their logo printed on it from a file theyapproved. Please see the return policy featured on the product page that AlphaPregnancy ordered. o Return Policy:This product is made to order, and no returns are available except for partsthat need replacement. In the case of a defective part, please contact yoursales representative immediately and a new part will be shipped from ourwarehouse. Additionally, our general return policies online are here:[redacted] We would like to point out that we are a reliable companywho has had the same staff for over 8 years and we have thousands of satisfiedclients from small companies to large international organizations. Our hopup isone of our most popular products and its frame is manufactured by Orbus DisplayGroup, the largest wholesale manufacturer for tradeshows nationally. Pleasealso note that our unfiltered online hopup reviews are very positive. Inaddition to Orbus’s 5 year warranty, Everything Displays backs the frame upwith a lifetime warranty. The frame in question has a retail value of $279which can be found online and for which we offer competitive graphic printingrates. We are currently continuing to help Alpha Pregnancy. Inaddition to offering them a brand new frame, we agreed to offer them a 50%reprint if they can send us a new art file. Since we now are aware of theissues that could happen with this file, in the case that a new order issubmitted for a graphic, our production manager requires Alpha Pregnancy toreceive sa physical hard copy proof of the halo on their art file prior toprinting the entire unit again to make sure they will be satisfied with what wesee on our side. We await client feedback.

Consumer

Response:

I am currently working with a sales representative on a solution to this complaint, as stated in the response by the business. I am very disappointed that in this response the business chooses to insult their customer, as I do not feel this demonstrates their promise on their website that excellent customer service is their top priority. In their response they say, "Unfortunately, this issue was only reported to us after business hours on August [redacted] and after Alpha Pregnancy received our report that their graphic color appearance issue was not something we could offer them a free reprint for. Alpha Pregnancy hadn't notified us about their broken frame prior to our graphic report or prior to filing a claim against us with Revdex.com even though we would have been able to help them with this issue if they had." As previously explained to the business, the graphic appearance was discovered at the initial unpacking of the product and they were contacted right away. In that conversation, I explained that we were slated to use the product two days later (as we discussed whether a reprint would be an option). The next day I was informed they would not reprint the graphic, and the following day we traveled to the festival and set up the display. After about 10 minutes the plastic guides that hold the display on the stabilizing feet broke, and the display fell over. After seeing the plastic guards had broken so easily, I immediately sent my sales representative an email informing them of what had happened and how displeased I now was with the product in addition to the printing. Obviously, since the product broke after our reprint discussion then obviously I informed the business of my dissatisfaction with the quality of the product after the reprint conversation as well. I also sent pictures of the broken guards, so it is concerning that it appears in their response that they are trying to say that we had unethical motives. I explained to the company that we are a nonprofit organization, and therefore we are not an organization that can just spend the amount of money of this item on a whim. When we spend this amount of money on a single item then we need it to last, and I was shocked to see the item break so quickly. I also did not know at the time that the frame has a lifetime warranty. The statement that I notified the Revdex.com before the business is false, and the time stamp on my email and complaint prove this to be true, so again it is disappointing this is their customer service. Furthermore, since the solution the sales representative offered and I agreed to included replacing the frame and there being a lifetime warranty illustrates our goal being that of having a version of this product that we can use. I also would not be agreeing to spend additional money on a reprint, which is part of the solution, if what appears to be insinuations of me by the business were correct. I simply want a quality product for the price we paid. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,