This client placed her order on November 30th, for 100 Clear Vinyl stickers. The order was produced within our prompt guarantee of 1-2 days and shipped out on December 2nd. The package was received on December 6th.
On December 6th, the customer called in and spoke with one of our Customer Service Representatives, stating that she was unhappy with what she received. She was directed through our support process by our CSR and filed a Support Claim on our website, which stated that the printing of the file was not sharp, bubbles appeared during installation, and the gray color in the logo looked more like a greenish brown. No mention was made as to the packaging of the materials when the claim was submitted.
Investigation of the production process revealed that the stickers were produced as ordered on the material the customer selected using the design file the customer submitted. The bubbling issue is common with adhesive vinyl materials right after they are installed. As the material fully-cures to the surface, the bubbles will generally disappear. If the bubbles do not disappear, they can be popped with the end of a pin and gently pressed down. The slight color shift in this print was because customer’s file was designed in RGB format and we print in CMYK format. Some color shift is common when converting RGB files to CMYK files, which is why we recommend always providing CMYK files (as listed in our Design File Preparation article that is accessible at the footer of our site:
http://www.signazon.com/how-to-prepare-files.aspx).
The clarity of any clear printing is affected by several things, including the file the customer provided, the material, and the printing process. Clear printing is such a unique printing process it is difficult to understand the expectations and the capabilities of the material. It cannot be done on a simple home computer, and is nothing like the clear labels you can create at home. Clear printing requires a rare machine that is able to print white ink. Color is printed onto the material leaving a transparent color, and is then backed with a white ink to create a solid look (although never as solid as an opaque material). The appearance of the final prints can be affected by the resolution of the file, the design concept that the customer provides, and the file format. The most difficult task is to meet the expectations of the customer because it is such an obscure material.
A response was issued on December 7th, one day after the claim was issued, stating that we would offer the customer 20% off a reprint or a future order. Reprinting this order would need a different material and require a different file prepared in CMYK format. We received no response from the customer to this email, so we tried to reach her again through a follow-up email, as well as multiple voicemails to further discuss the support resolution and ensure we resolved the complaint to the customer’s satisfaction. After a week of no response, the claim was closed, which is our standard procedure.
Months later, the customer has posted negative reviews regarding our quality, service and support resolution. We do value our customers and take customer service seriously, which is why we have refunded the customer the full amount of the order total. The customer is pleased with this resolution on February 8.
At Signazon.com, we strive to ensure the satisfaction of all our customers. We sincerely hope that our efforts have earned back this customer and will earn the business of anyone that reads this report. We stand by our products and strive to offer exceptional service and top quality signs at a reasonable price. We also offer free material samples so the customer can physically see and understand the different materials. We provide an informative site for easy online ordering and our knowledgeable team is available by phone. Customer satisfaction and superior quality is our ultimate goal so order online or give us a call – we’re happy to help.
