• Report: #821239

Complaint Review: printerpix

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  • Submitted: Wed, January 11, 2012
  • Updated: Mon, February 13, 2012

  • Reported By: Nicolas — Dublin Ireland Internet Ireland
printerpix
Internet United States of America

printerpix Unwilling to acknowledge serious quality issue, Internet

*Author of original report: Solution finally reached

*UPDATE Employee: Printerpix rep would like to help

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I am very disappointed with my second order from Printerpix (calendars). The quality of the first order was good but the second is abysmal (due to Christmas rush?)

The settings on the industrial printer for the second batch were obviously faulty. The calendar consists in a series of 12 portraits and the contrast is so unnatural that the models' features cannot be distinguished in most of them. The eyes are just black circles. 

The second batch of calendars is unusable and has no commercial value.  Anyway, I have sent three e-mails to report the problem and all three have been ignored. I have each time received the automated e-mail of acknowledgement but none have been actioned.

The level of aftersale service as so far been non existent. Worth keeping in mind! Printerpix is all good when the going gets good, but don't expect any help in case of a problem... Very disappointing. 

This report was posted on Ripoff Report on 01/11/2012 01:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/printerpix/internet/printerpix-Unwilling-to-acknowledge-serious-quality-issue-Internet-821239. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Solution finally reached

AUTHOR: nicolas.reuland - (Ireland)

A solution has finally been reached in my complaint relating to quality issues.

Printerpix were apparently inundated with customer complaints in it looks like they set up a whole new system to deal with these.

Thankfully it was a lot more efficient. I got a reply to my post in their new forum-type CS platform within 1 business day by one of their representatives.

He handled the matter professionally and got the authorisation for the reprint at no charge of my calendars.  I received these this morning and the level of quality is satisfactory.

It was not an easy process but I am glad to say that Printerpix did the honourable thing in the end. 

I am pasting below the message sent to their disgruntled customers when the new CS platform was introduced:

Dear Nicolas,

It is with deep and sincere regret I write this email to you, I would like to personally apologise for the way that we have dealt with your concerns over the past few months.

We failed at delivering your photo product on time. You were expecting to receive your photobook / calendar / canvas from PrinterPix in time for Christmas, and we did not get it to you until long after. We know your order came late. Very late. We know many of you were embarrassed when the photobook gift you were planning to give was not in your hands when it was expected. We are greatly embarrassed, too.

We failed at providing customer service. Many of our customers who tried to contact our customer service team were either unable to get through or were put in a horribly long queue.

The Printerpix team and I are sincerely sorry and are ashamed of this level of service. I simply cannot apologise enough for your orders being completed late or being inaccurate.

We kept you waiting, we kept you guessing and worst of all, we prevented you from being able to give the gifts you wanted, to the ones you care about the most, as a Husband and Father I can understand your frustration. This is unforgivable. ThePrinterpix team and I take absolute responsibility for its failings and ask for your forgiveness.

Printerpix is not a heartless company hidden in "the cloud", with no concept or understanding of what is right. We were formed on strong family values and thus have the upmost concern and care for every customer.

We certainly did not plan to take more orders than we could fulfil, but that's what happened. Our offer on Groupon produced an unprecedented response, certainly for us, but also for Groupon. No one, not at PrinterPix or at Groupon, had any inkling that so many Groupon subscribers would want our photo products.

All of a sudden, we were flooded with orders. We ran our printing presses non-stop day and night, but still we couldn't get your order out in time. I can only offer my sincerest of apologies and we will always endeavour to rectify any wrong doing that you have received from us.

We have been facing an uphill struggle in dealing with all the queries we have received, and to combat this issue we have employed new managers, and new agents who are here to bring Printerpix up to the level of service you deserve.

I would like to end by informing you that we have setup a dedicated blog through which you are able to express your feelings as well as inform us of your incorrect, undelivered or unsatisfactory orders.

Please post your requirements on Printerpix UK Support Centre.

We have been deeply affected by your feedback, and by the stories you have told us about how our failure has affected you, and those around you.

For this reason we will continue to embrace all comments and feedback that we receive in the future.

Yours Sincerely,

Murtaza. A
 Co Founder Printerpix & the entire Printerpix Team.
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#2 UPDATE Employee

Printerpix rep would like to help

AUTHOR: Printerpix - (United Kingdom)

I am very sorry to hear this, we are committed to satisfying our customers and do have customer service waiting to address your needs. Please post your concerns here: www.printerpix.co.uk/uksupportcentre so that customer service does see it and can assist you to the best of our ability.
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