Imagen Graphix Inc

Initial Business Response /* (1000, 5, 2016/02/26) */
Contact Name and Title: [redacted], Own
Contact Phone: [redacted]
Contact Email: [redacted]
We have not been misleading in our practices. We had explained to the client as she was buying based off of runs we gave...

her an approximate run quantity. She was also told that they may vary by one or two units. If the quantity was over 10% we would contact her and advise her. She agreed to these terms and never made a complaint about the slight number values as she was charged exactly what was given to her.
Our policy towards referrals has been very straight forward and yes out of the three clients that was sent to us only one became a client. Out of which her first order was small and did not amount to more than a couple of dollars in referral dollars.
In the matter of the verbal agreement I admit that I had forgot about said agreement and when the finance charge went through and the client questioned about it and It was removed.
RE: [redacted]. We have given freely a lot of services for her which she does not mention. This was a service offered in July of 2015. She never mentioned in any of her orders that she would be applying for the [redacted] discount. We do not keep track of who is in the [redacted] and it is the client's responsibility to apply for that.
Customer Pricing: This industry is a custom order business. Once we set prices we stick to them unless we have a product change or something changes in the industry. The one SKU that where a client was getting a cheaper deal was due to an agreement with the other client. After pulling the logs for the printer, we have in a pdf for your review. clearly shows that we were undercharging her on the bulk of her products. We did not say anything as I made the choice to not to upset the customer. An example is one file that we were charging her $.46 when it was actually working out to $.86. The client was under the impression that some of the files were being undercharged in passing discussions and we had planned to set up a time to review the price list together and work things out so that it was fair. That meeting never transpired.
When we had a discrepancy in the bill, instead of telling us immediately that it was out she replied by saying that we had to find it. She was very rude about the matter. When we had researched it, I found it to be an honest typo error. It was not intentional.
She has slander my name in social media specifically [redacted]. in the middle of discussions to resolve the matter. This has had affect on my business.
The client has failed to understand that the files take time to set up, and with all the proofing and setting up files for her 300+ SKUS. We did not charge her for the extra charges we incurred in the process. This total roughly comes to over $3000.00 in time and material. not to mention the design advise given to her for the course of our working together.
She has not paid her bill or even made arrangements to the matter. I admit our company has made some mistakes when those mistakes were pointed out, whether they were ours or the clients, we quietly fixed them. AS a result the staff involved in the printing process was reallocated to other projects. I have spent countless hours in research and dealing with this matter both on a professional and personal basis. I feel that the current balance owing should not be compensated for her hours investigating and discounts based on programs were started after her becoming a client. We have extended her the courtesy on multiple times to pay her bills on a payment schedule that is suitable to her without penalty. I choose to keep my opinion out of this and not make this in to a mud slinging episode. The fact remains that the client was given product and was charged for exactly what the client received.
We have changed our business practices and policies as a result of this and we have learnt from this client, and I say thank you to the client.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The supplier seems to have forgotten many things, including the number of requests AND complaints made for updated price lists which also contained the runs, which I was unable to ascertain due to not having that information for extended periods of time. The charges varied on many occasions, which was brought up numerous times both in email and in person, but these matters were never actually dealt with and invoices were not corrected to reflect proper billing. It is for this reason that I have not paid the current invoice - it is still incorrect, and as I am no longer using Imagen Graphix as a supplier, it does not make sense to pay a bill that will not "work out in the wash". It is also for this reason that I have gone through to correct the invoices to the best of my ability - including items that were ordered but never billed for. This was done in fairness and in honesty, at a very fair rate to compensate me for time spent correcting matters that should not have been mine to correct. I do not expect my own customers to do my billing for me, and don't expect to do it AS a customer. I was paying him for a service that was not properly done. The supplier had been given notice that I was doing this, and did not address it.
I am not aware of the actual policy surrounding referrals, and was not aware that there was a referral program when I was making referrals. The issue in this case is that I was led to believe that I was getting a really good price on products, which is the reason I did not pursue further discounts. The referred customer spent over $200 on their first order, and are not aware of an "agreement" for the lower price point on any items. They ordered product and paid the bill they were sent. As for the quality of products in question - that subject was approached, explained, and dropped after a satisfactory explanation.
Regarding the [redacted] discount - the supplier DID, in fact, know that I was interested in this discount as it had been discussed prior to me signing up as a member of the [redacted], and I had asked him if there was anything I needed to do in order to get the discount. He told me just to let him know when I signed up as a member with the [redacted]. Which I did when I saw him next, and the matter went nowhere. Further, he was aware of my membership not only from discussions, but from his own comments on seeing the product in the [redacted] building, as he is on the board of the organization and saw my product on a regular basis. This is not an opportunity that is open for non-members, as he should be aware of. However, again due to the impression I was given regarding price points, I did not pursue it. Good customer service would be offering the discount when aware that a customer is entitled to it, not expecting them to hound you for it.
In obtaining quotes on similar products with similar materials, the price point that has been quoted to me varies from lower than Imagen Graphix, to slightly higher - Imagen Graphix pricing is on the high average cost compared with similar companies, despite frequent comments that he was giving me such a good price. The meeting to go over prices was never responded to by the supplier on any occasion that it was mentioned, despite being mentioned on numerous occasions, and before such a meeting could even take place he billed me incorrectly. I noticed discrepancies immediately, and being already frustrated at being billed without meeting for the prices, I became even moreso when the charges sent to me were so far out. A "typo" worth $400 is neglectful of clients, and this was only one of several. If this happens once, a mistake can be assumed. This has happened on many occasions, and when mistakes were pointed out there were more excuses than honest apologies. I was not "rude" - I was abrupt, which can easily be mistaken as such, but I was firm and to the point. The supplier apparently wanted me to point out specific errors, but is not willing to pay me for my own time in order to do a job that should not have to be done to begin with. Billing is part of the service, and it should never be up to the client to fix so many obvious errors.
I do openly admit to not understanding the time and work it takes to setup files - that is what I hired the supplier for. And I have always, always said to charge what was needed, but that I required consistent pricing so that my own prices could reflect my own products. Pricing bounced up and down between different products, to the point of some of them being an obscene price to pay, which I suspect is due simply to extreme negligence on the supplier's behalf. The gifts are misplaced and unasked for and do not account for the discrepancies, frustration and lack of customer service that was promised at the start of our business relationship. The comment that "the client was given product and was charged for exactly what the client received" is again false. This client was charged inappropriately on a number of occasions - both in my favor and sometimes not - and it is that which I am trying to rectify but find it exceedingly more difficult than it should be to get through to the supplier the seriousness of the level of customer service he has not provided well.
I do regret the [redacted] review that was made, only in timing. There were no libelous statements made in that post - it was an honest review of which I have documentation of all issues posted. It was in poor taste to post said review before the conclusion of this matter, and I apologize for not waiting until this matter was closed. Any business that may have been lost due to that review is due to the poor customer service practices of the supplier who does not make himself accountable for his actions. At no time have I slandered Imagen Graphix, and I caution the owner to use better discretion at making such allegations.
I am paying the proposed invoice amount and will consider this subject closed.

Initial Business Response /* (1000, 5, 2016/02/26) */
Contact Name and Title: [redacted], Own
Contact Phone: [redacted]
Contact Email: [redacted]
We have not been misleading in our practices. We had explained to the client as she was buying based off of runs we gave her an...

approximate run quantity. She was also told that they may vary by one or two units. If the quantity was over 10% we would contact her and advise her. She agreed to these terms and never made a complaint about the slight number values as she was charged exactly what was given to her.
Our policy towards referrals has been very straight forward and yes out of the three clients that was sent to us only one became a client. Out of which her first order was small and did not amount to more than a couple of dollars in referral dollars.
In the matter of the verbal agreement I admit that I had forgot about said agreement and when the finance charge went through and the client questioned about it and It was removed.
RE: [redacted]. We have given freely a lot of services for her which she does not mention. This was a service offered in July of 2015. She never mentioned in any of her orders that she would be applying for the [redacted] discount. We do not keep track of who is in the [redacted] and it is the client's responsibility to apply for that.
Customer Pricing: This industry is a custom order business. Once we set prices we stick to them unless we have a product change or something changes in the industry. The one SKU that where a client was getting a cheaper deal was due to an agreement with the other client. After pulling the logs for the printer, we have in a pdf for your review. clearly shows that we were undercharging her on the bulk of her products. We did not say anything as I made the choice to not to upset the customer. An example is one file that we were charging her $.46 when it was actually working out to $.86. The client was under the impression that some of the files were being undercharged in passing discussions and we had planned to set up a time to review the price list together and work things out so that it was fair. That meeting never transpired.
When we had a discrepancy in the bill, instead of telling us immediately that it was out she replied by saying that we had to find it. She was very rude about the matter. When we had researched it, I found it to be an honest typo error. It was not intentional.
She has slander my name in social media specifically [redacted]. in the middle of discussions to resolve the matter. This has had affect on my business.
The client has failed to understand that the files take time to set up, and with all the proofing and setting up files for her 300+ SKUS. We did not charge her for the extra charges we incurred in the process. This total roughly comes to over $3000.00 in time and material. not to mention the design advise given to her for the course of our working together.
She has not paid her bill or even made arrangements to the matter. I admit our company has made some mistakes when those mistakes were pointed out, whether they were ours or the clients, we quietly fixed them. AS a result the staff involved in the printing process was reallocated to other projects. I have spent countless hours in research and dealing with this matter both on a professional and personal basis. I feel that the current balance owing should not be compensated for her hours investigating and discounts based on programs were started after her becoming a client. We have extended her the courtesy on multiple times to pay her bills on a payment schedule that is suitable to her without penalty. I choose to keep my opinion out of this and not make this in to a mud slinging episode. The fact remains that the client was given product and was charged for exactly what the client received.
We have changed our business practices and policies as a result of this and we have learnt from this client, and I say thank you to the client.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The supplier seems to have forgotten many things, including the number of requests AND complaints made for updated price lists which also contained the runs, which I was unable to ascertain due to not having that information for extended periods of time. The charges varied on many occasions, which was brought up numerous times both in email and in person, but these matters were never actually dealt with and invoices were not corrected to reflect proper billing. It is for this reason that I have not paid the current invoice - it is still incorrect, and as I am no longer using Imagen Graphix as a supplier, it does not make sense to pay a bill that will not "work out in the wash". It is also for this reason that I have gone through to correct the invoices to the best of my ability - including items that were ordered but never billed for. This was done in fairness and in honesty, at a very fair rate to compensate me for time spent correcting matters that should not have been mine to correct. I do not expect my own customers to do my billing for me, and don't expect to do it AS a customer. I was paying him for a service that was not properly done. The supplier had been given notice that I was doing this, and did not address it.
I am not aware of the actual policy surrounding referrals, and was not aware that there was a referral program when I was making referrals. The issue in this case is that I was led to believe that I was getting a really good price on products, which is the reason I did not pursue further discounts. The referred customer spent over $200 on their first order, and are not aware of an "agreement" for the lower price point on any items. They ordered product and paid the bill they were sent. As for the quality of products in question - that subject was approached, explained, and dropped after a satisfactory explanation.
Regarding the [redacted] discount - the supplier DID, in fact, know that I was interested in this discount as it had been discussed prior to me signing up as a member of the [redacted], and I had asked him if there was anything I needed to do in order to get the discount. He told me just to let him know when I signed up as a member with the [redacted]. Which I did when I saw him next, and the matter went nowhere. Further, he was aware of my membership not only from discussions, but from his own comments on seeing the product in the [redacted] building, as he is on the board of the organization and saw my product on a regular basis. This is not an opportunity that is open for non-members, as he should be aware of. However, again due to the impression I was given regarding price points, I did not pursue it. Good customer service would be offering the discount when aware that a customer is entitled to it, not expecting them to hound you for it.
In obtaining quotes on similar products with similar materials, the price point that has been quoted to me varies from lower than Imagen Graphix, to slightly higher - Imagen Graphix pricing is on the high average cost compared with similar companies, despite frequent comments that he was giving me such a good price. The meeting to go over prices was never responded to by the supplier on any occasion that it was mentioned, despite being mentioned on numerous occasions, and before such a meeting could even take place he billed me incorrectly. I noticed discrepancies immediately, and being already frustrated at being billed without meeting for the prices, I became even moreso when the charges sent to me were so far out. A "typo" worth $400 is neglectful of clients, and this was only one of several. If this happens once, a mistake can be assumed. This has happened on many occasions, and when mistakes were pointed out there were more excuses than honest apologies. I was not "rude" - I was abrupt, which can easily be mistaken as such, but I was firm and to the point. The supplier apparently wanted me to point out specific errors, but is not willing to pay me for my own time in order to do a job that should not have to be done to begin with. Billing is part of the service, and it should never be up to the client to fix so many obvious errors.
I do openly admit to not understanding the time and work it takes to setup files - that is what I hired the supplier for. And I have always, always said to charge what was needed, but that I required consistent pricing so that my own prices could reflect my own products. Pricing bounced up and down between different products, to the point of some of them being an obscene price to pay, which I suspect is due simply to extreme negligence on the supplier's behalf. The gifts are misplaced and unasked for and do not account for the discrepancies, frustration and lack of customer service that was promised at the start of our business relationship. The comment that "the client was given product and was charged for exactly what the client received" is again false. This client was charged inappropriately on a number of occasions - both in my favor and sometimes not - and it is that which I am trying to rectify but find it exceedingly more difficult than it should be to get through to the supplier the seriousness of the level of customer service he has not provided well.
I do regret the [redacted] review that was made, only in timing. There were no libelous statements made in that post - it was an honest review of which I have documentation of all issues posted. It was in poor taste to post said review before the conclusion of this matter, and I apologize for not waiting until this matter was closed. Any business that may have been lost due to that review is due to the poor customer service practices of the supplier who does not make himself accountable for his actions. At no time have I slandered Imagen Graphix, and I caution the owner to use better discretion at making such allegations.
I am paying the proposed invoice amount and will consider this subject closed.