PrintPlace.com PrintPlace.com - Passionate About Taking Money - Not Passionate About Their Products or Customer Service!!! Arlington Texas

We ordered magnets from PrintPlace.com. The samples held four pieces of paper so we ordered some. The actual magnets that came would not even hold one piece of paper and slid to the floor.

They refused to replace, credit or refund our order and suggested we "Buy more" of their bad products and they would give us 20% off on the second order. Horrible business ethics.

We have posted the actual emails that were sent back and forth in our own Blog and we welcome EVERYONE to come, view and leave their own comments about their experience with PrintPlace.com

WE WILL NEVER BE SENDING THEM BUSINESS AGAIN.

Below is a transcript of our experience with http://www.PrintPlace.com. We were shocked at their refusal to replace their defective magnets.

PrintPlace.com (PP) refused to replace or credit us for the magnets that fell to the floor when only one piece of paper was attempted to be attached to a refrigerator. The samples they sent held four pieces of paper. They want our company to spend more money with theirs on more products and offered a 20% discount if we chose to run the job with them again. This makes no sense to buy more of a product in which they would not even stand behind the first one.

So they intended for us to discard the first set of defective magnet products, which were fully paid for and then buy a second order to which they would give us a 20% discount. This never addressed the original problem and would have most likely ended up with us having two sets of defective magnets, unable to hold paper on a refrigerator.

Here is our conversation:

PP -
Marlena has requested that I contact you about the magnet order that you recently placed. I have pulled a sample of the magnets and found that they are our standard magnetic stock. This is the only magnetic stock that we currently offer. I am sorry to hear that you are dissatisfied with them, but unfortunately I cannot offer a reprint or credit. We do offer a free sample pack on our website of each stock that we offer for reference. Please let me know if there is anything else that I can help with.

Thank you,
Quality Assurance Specialist

NSS -
Yes, I requested samples which held four sheets of paper. The samples that showed up won't even hold one. My client is completely unsatisfied.
The magnets will basically go in the garbage then. My company will not be doing business with yours again if you won't help us. My company will end paying for Print Places Inferior magnets then and replacing them on our own. We would never refuse to help one of our customers.

I am shocked to hear that your immediate position is to not help us and replace or credit the magnets. I work with a few companies for various needs and if on the rare occasion there is a problem, they go out of their way to help us and keep our business.

My company's core service is Search Engine Optimization, which involves a lot of Blog posting among other online information distribution. We constantly review vendors and have a growing following. I look forward to your reconsidering your position on helping us in this situation and sharing your positive response with our members and staff of bloggers, so they can focus on leaving positive messages in their numerous reviews of your company.

PP -
I definitely do want to do everything that I can to offer assistance. However, I cannot offer a refund as we did print on the magnet stock that you ordered. We offer our sample pack at no additional charge so that you can feel and see the exact stock that we print on. Due to the nature of our presses, the 17pt magnets are the thickest that we can print.

I am sorry to hear that you are dissatisfied, but as a consumer you do have the right to post on blogs online. Please understand that if I could offer a reprint on a different stock, I would certainly do so. Unfortunately, I cannot offer further assistance on this order.

Thank you,
Quality Assurance Specialist

NSS -
Of course a sample pack is offered at no additional charge, every printer I've ever dealt with does that. I am very familiar with the printing process as we've been outsourcing print related jobs since 2000.

We currently send several thousand dollars worth of print jobs out as a reseller with our usual printer. The printer we use regularly does not do magnets and that is where your company's opportunity for our business started.

The samples that showed up were sent directly to the client. They were able to hold FOUR pieces of paper to a refrigerator when they arrived. The actual magnets that showed up fall off the refrigerator when even one piece of paper is attempted to be suspended.

So you final position is to leave my company eating the cost of printing PrintPlaces inferior product? I am sure that if I were a customer standing in person in your business you would be handling this better, but with the impersonal nature on the Internet you are just shrugging this off. I say that because I can't understand why a company would seem so willing to lose not just a brand new customer, but a business customer handling thousands of dollars worth of orders annually.

Your final position is to lose my business and not do anything about a new customer who is completely unhappy with what you sent them? My company does do business much different than PrintPlace apparently, which means we would never even think of abandoning ANY customer like this.

If you refuse to help us and refuse to even reprint the job on thicker magnets, we will employ the same response when in a few months as our blogging gets our reviews ranking higher in Search Engine Queries than even your own web site does.

One company had a similar response to a DOA AC unit and refused to pay shipping back to them for a replacement. 12 months later our reviews consistently appear within 3 positions in the Search Engines of their rankings for many important keywords. When the owner of the company called, he is just told his company should have handled things better when we were just an anonymous customer on the Internet.

I'm really shocked Print Place is so quick to lose our business.

PP -
As stated previously, we did print the magnets on the exact stock in our sample pack. To be completely honest, I cant imagine that a 13pt magnet stock the size of a business card would hold up fiyr sheets of paper.
Thank you,
Quality Assurance Specialist
NSS -
The samples that showed up must have been your thicker magnets you mentioned. This was not clearly mentioned in the samples. There were just samples of magnets and all were the same thickness.

We've gotten samples in the past from other printers for various things. On occasion they were labeled what the thickness was and what type of finish UV Aqueous Matte. I've even seen printers print specific runs to show the differences with the labels printed directly onto the sample. More clearly labeling the samples might be a good idea.

So will Print Place be willing to reprint the magnets on the thicker magnets? Or do you want to leave the issue as is and cease doing business?

Thank you for your time
PP -
Again, the magnets that we sent the cards on are the thickest stock available and the only stock included in our sample pack. I can offer a 20% discount of this orders towards a future order with us. I do not want to mislead you in any way, however, the magnets that you received are the only magnets that we have available.

Thank you,
Quality Assurance Specialist

Joe
Coram, New York
U.S.A.