Mega Prints

This letter is in response to the complaint filed against Mega Prints by Auto Shopper on April 2017, assigned M number ***On March 2017, Mega Prints contracted an order with a new client, Auto ShopperThis job was procured through a former sales representativeDuring her meetings with
the client prior to any production, our sales rep and the client settled on colors, proof layout, and cost to install the new banners "exactly" the same way the previous banners were installed by another sign companyThe existing banners were black and stapled to a welded metal bar framing system, As Mega Prints does not fabricate the same system, we did our best to replicate, The original agreement between Mega Prints and the client was a 50% deposit of the total amount paid upon sign-off of the proofs, with the remaining balance due upon installationThis is our company policy for all customersThe client paid his deposit portion and we moved forward with productionAs agreed, Mega Prints began installation on March Unhappy with the one yellow banner installed that day, the client called the Mega Prints office to not only criticize the job done thus far, but to berate the Mega Prints employees who had installed itHowever, the installers had installed per the directions given to them by the client: to staple around the frame and to zip-tie for securingBecause the Mega Prints banners are yellow and not black like the previous banners, the rebar and framing system underneath are visible, which displeased the client The installers agreed to hold off on completing the installation to arrange a better installation plan to satisfy the clientWhile on the phone with the sales rep regarding the installation, the client became very rude and hostile, claiming that Mega Prints had produced "shifty banners_" After his continued hostile attitude, the Customer Service Manager (CSIVI) took over the phone call to help diffuse the situationThis resulted in a thirty-minute session of verbal abuse, during which the client would not allow the CSM to speak because he continued to talk over herEventually, a plan was finalized to have the banners correctly installedThis included a reprinting of some of the panels to fit them onto the client's framesThe client was informed that Mega Prints would install a few panels to ensure they met his standardsMega Prints also specified that upon the client's approval of installation, the client would be required to pay the remaining balance on the order, prior to actual installationOnce again, the client became irate and hostile, yelling over the phone that he should not have to "go through this," and that Mega Prints is very unprofessionalAfter continued verbal abuse in his typical fashion, the client finally agreed to have the banners installed as specifiedTo properly mount the banners, Mega Prints needed to have the frames in-shopThe CSM again informed the client that the remaining balance was required before completing installationOn April 2017, the client called requesting a time for installationThe CSM again informed him that Mega Prints could not install without the balance due, which turned into another outrageFinally fed up with the verbal abuse, the CSM hung up on the client, The client called back immediately after, this time speaking with an employee in the accounting office who was not familiar with the circumstances of the job thus farWhile trying to communicate this to the client, the client claimed that as a customer, Mega Prints "should be kissing his as," and that he was going to "call the police" because he had been "ripped off." After warning the client that if he continued to speak to her so rudely, this employee also hung up on him, Because of the multiple instances of verbal abuse exacted on various employees by the client, the owner instructed the staff that if the client called again, all staff members were only to respond by telling him to call the owner, The owner also made this clear to the client over the phone during his last conversation with one of the employees, during which the client spent twenty-five minutes berating the employee who was not familiar with the job, By this point, the client had been given the owner's personal cell phone number multiple times, and not once did he call the owner to settle his issuesInstead, he continued to berate the employees in the office, being especially rude and abusive toward female employees, Even despite the owner's instructions, several of the client's "associates" continued to call the office in a secretive manner, refusing to give their names and asking for information on the businessLike the client, none of these alleged associates called the owner to discuss this job at allMega Prints has tried countless times to assist the client with completing this job to his standards and has only received repeated verbal assaultsMega Prints refuses to work with the client due to his behaviorWe are always more than willing to accommodate any customer, even with difficult jobs, but petulance and verbal harassment will not be tolerated, and no staff member should be expected to tolerate it either, We ask you to take the client's vulgar and sexist attitude into account when considering his complaint