This email is in response to your letter dated January 20, 2016 regarding customer complaint [redacted]. I have attached a copy of the email exchanges with regard to this complaint and have circled the passages in red on that document and highlighted the references to the email in red on this...
document. On October 1, 2015 the customer placed an order for 6 signs and 6 wire stakes for next day delivery. To accommodate his schedule we offered to do the job the next day for him at our regular prices even though our standard turnaround is 3 days. He gave us the copy for the signs. We proofed the sign to him 5 times that day with the complete copy he asked us to print on each proof. He had minor changes or questioned the size on each round. My employee and I both called and emailed him at the end of the day to get approval so we could run his job after he again asked to confirm sizes. His voice mail was full and he didn’t return emails so even though I paid my employee overtime to stay and get his job done, since we didn’t have approval we couldn’t run the job. I sent him an email explaining the situation and received the responses circled in the email. I don’t like to use email to communicate about difficult issues and wanted a chance to calm him down so I called him and told him we would print the job for him that day at no extra cost. We proofed the job to him for a 6th time prior to printing and he signed off. We are not open on weekends but I arranged to make a special trip and open the shop on Saturdayso he could pick up his signs. He looked them over very carefully, paid for them and left. On Monday I received an email telling us we misspelled libel as liable. He saw that copy six times and told us specifically to print the word liable in red. After the fact he came back and blamed us for not knowing what he really meant was libel. I pointed this out to the customer and even though it was 100% his mistake, I offered to make the change and reprint the sign for free. He rejected that offer and threatened to post the sign on [redacted] if we didn’t refund his money. I don’t take kindly to threats and feel my offer of reprinting the sign was more than fair given it was completely his mistake so I retracted my offer to reprint the sign. He then made a number of threats with regard to small claims court, posting on social media, filing a complaint with my corporate office and sharing his version of events with his friends if we didn’t refund his money. I bought this company in August and have completed more than 300 projects with a customer satisfaction score of 4.9 out of 5.0 on [redacted] and [redacted]. Please feel free to [redacted] our business and read the wonderful comments our customers share about us. I think you will agree that his comment (other than one that was posted a year ago before I bought the business) is a direct contradiction to the experience that virtually all of our other customers rave about. Our customer satisfaction rating would be the envy of any business and is among the highest among 500 FASTSIGNS centers nationwide. I am sure you would like to mediate this situation but in his complaint he asks us to refund his money or remake his sign – which he already rejected as a solution to this issue. The customer has already posted a negative (and very one-sided) version of this situation on line and shared an unjustly negative review with my corporate office which they completely discounted after reading the emails. I was professional and accommodating through the entire process. I will not offer anything to the customer at this point as he had an opportunity to resolve this amicably and professionally and chose to go a different route. Please feel free to call or email if you want further information or would like to discuss. [redacted]FASTSIGNS [redacted]
[redacted]Office: [redacted]cell: [redacted]fax* [redacted]attach
This email is in response to your letter dated January 20, 2016 regarding customer complaint [redacted]. I have attached a copy of the email exchanges with regard to this complaint and have circled the passages in red on that document and highlighted the references to the email in red on this...
document. On October 1, 2015 the customer placed an order for 6 signs and 6 wire stakes for next day delivery. To accommodate his schedule we offered to do the job the next day for him at our regular prices even though our standard turnaround is 3 days. He gave us the copy for the signs. We proofed the sign to him 5 times that day with the complete copy he asked us to print on each proof. He had minor changes or questioned the size on each round. My employee and I both called and emailed him at the end of the day to get approval so we could run his job after he again asked to confirm sizes. His voice mail was full and he didn’t return emails so even though I paid my employee overtime to stay and get his job done, since we didn’t have approval we couldn’t run the job. I sent him an email explaining the situation and received the responses circled in the email. I don’t like to use email to communicate about difficult issues and wanted a chance to calm him down so I called him and told him we would print the job for him that day at no extra cost. We proofed the job to him for a 6th time prior to printing and he signed off. We are not open on weekends but I arranged to make a special trip and open the shop on Saturdayso he could pick up his signs. He looked them over very carefully, paid for them and left. On Monday I received an email telling us we misspelled libel as liable. He saw that copy six times and told us specifically to print the word liable in red. After the fact he came back and blamed us for not knowing what he really meant was libel. I pointed this out to the customer and even though it was 100% his mistake, I offered to make the change and reprint the sign for free. He rejected that offer and threatened to post the sign on [redacted] if we didn’t refund his money. I don’t take kindly to threats and feel my offer of reprinting the sign was more than fair given it was completely his mistake so I retracted my offer to reprint the sign. He then made a number of threats with regard to small claims court, posting on social media, filing a complaint with my corporate office and sharing his version of events with his friends if we didn’t refund his money. I bought this company in August and have completed more than 300 projects with a customer satisfaction score of 4.9 out of 5.0 on [redacted] and [redacted]. Please feel free to [redacted] our business and read the wonderful comments our customers share about us. I think you will agree that his comment (other than one that was posted a year ago before I bought the business) is a direct contradiction to the experience that virtually all of our other customers rave about. Our customer satisfaction rating would be the envy of any business and is among the highest among 500 FASTSIGNS centers nationwide. I am sure you would like to mediate this situation but in his complaint he asks us to refund his money or remake his sign – which he already rejected as a solution to this issue. The customer has already posted a negative (and very one-sided) version of this situation on line and shared an unjustly negative review with my corporate office which they completely discounted after reading the emails. I was professional and accommodating through the entire process. I will not offer anything to the customer at this point as he had an opportunity to resolve this amicably and professionally and chose to go a different route. Please feel free to call or email if you want further information or would like to discuss. [redacted]FASTSIGNS [redacted]
[redacted]Office: [redacted]cell: [redacted]fax* [redacted]attach