50 posts … I just hope that they are helpful :)
More often than not, old adages seem to always be right. In my case, the one I am thinking of is “You get what you pay for.” In the case that follows, not only is it true, but I’ve also learned how a poorly run company can make itself look real bad, real fast.
The situation: I needed business cards for a new venture I am working on. I didnt want to use standard white cards as I wanted them to have a more “natural” feel so I looked for a company that could turn the project around quickly while printing on “kraft” stock (thats the stuff old grocery boxes are made of).
What I thought was the solution: After doing some research on Google, I found a company called “MorningPrint” that had the type of cards I wanted at a reasonable price and promised quick delivery.
What I received: The cards arrived quickly (almost too quickly), so when I was about to open the box they sent me, I actually said to myself “man…this is a great way to order printing!”. Then I tore open the wrapping and found the following: business cards printed on flimsy stock AND, more importantly, printed off center to the right. I decided to email their customer service department and see if they could help. Rather than narrate what transpired…Ill share with you the email thread:
I have two questions.please:
1) I just received my order and the artwork isnt centered on the buisness card as in the preview thus making it look off-centered. How can we go about getting this fixed?
2) I ordered the “premium” kraft business card stock . The stock recieved was extremely thin and flimsy…is there a thicker kraft stock available?
Thanks for your help…Lee
Thank you for taking your time to feedback and we are very sorry to hear that you are not happy with our product.
We have reviewed your card sample here, please be informed that the order was processed without any technical errors in the design were printed as they are in your file.
As we mentioned on our website, designs can be off center 1-2 mm due to cutting, the pressure of the blade, characteristic of stock, weather etc. can all be reasons for this shift. Our printing industry has pretty much offset manual process after printing, it can’t be exact science. Just like other printer companies, MorningPrint also states that 1~2 mm misalignment could be possible on finishing options. It can’t be 100% perfect even though we run your order again.
And MorningPrint strives to offer the most unique products at the best quality we can produce however quality is dependent of the client’s requirements. We have many unique stocks all listed at different weights. In an effort to help our clients we list the point size as well as the gsm. We understand for clients who may not be familiar with paper weight this might be difficult to judge so we also offer a free sample kit on the website for clients to receive before placing the order so you can check the stock out beforehand. I highly recommend that before you place any orders that you receive our sample kit. If you let me know your mailing address I can send you some samples of plastic. At this time because the order was processed on the correct selected stock we are unable to replace the order. Normally in cases of stock selection we cannot do anything however in an effort to help you my team has agreed to extend a 10% off discount to you for this time only. If you are interested in accepting this offer please let me know your preferred mailing address for the sample kit and I will send you the code.
We sincerely thank you for your communication in regards to your feedback.”
OK…so let me be clear on my feelings:
1) Its my fault about the stock being so flimsy as I should have asked for samples. I guess that when they call the stock “premium”, I was expecting something a little thicker than construction paper.
2) The business cards that they produced are noticeabley off center and therefore I dont care what they consider “acceptable” to be…they look like shit.
3) Finally…to add insult to injury…do they really expect me to place another order even with that “generous” 10% discount that she had to get her “team” to approve? Clearly they are out of touch with the term “customer satisfaction”.
All in all…I wish they hadnt rushed my order and used the extra time to do some QC…but maybe that would be asking too much from a company that doesn’t value customer satisfaction.
MorningPrint’s Grade: F
Update as of 12/6/13 … Give YouPrint.com a try … much better quality and pricing. Highly recommended.