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Published : October 31, 2008 |
Author : kjord
Category : Printing Company | Total Views
: 152 | Unrated
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Our university is small. Resources are in short supply. Budgets are tight and every dollar must be used effectively.
We operate on a two-person university relations office and we've developed relationships with a wide range of communications vendors for a variety of services. We depend upon these vendors to act in a professional manner and follow industry practices to assure quality products and services. Our experience, with one recent exception, has been outstanding and we are appreciative that many treat us with respect and value our business despite our small size and limited purchases.
Unfortunately we recently used an online vendor who did not follow industry standard practices in our case, has refused to admit any fault, has been unable to provide any proof of their assertions (in fact information they initially provided indicates the opposite) and, most disappointingly, has verbally abused us in trying to resolve problems.
Let me provide detail. We recently contracted with an online company doing business as RallyTowelsOutlet.com. The parent company Towel Trading Group Inc. also operates additional websites including QualityHotelTowels.com and AutoTowels.com. We requested 300 rally towels for an upcoming football game and provided art files. As is our practice we requested an electronic proof.
Unfortunately, the Adobe Illustrator files we provided omitted a line of copy. We totally accept this as being our fault.
However we never received the proof and RallyTowelsOutlet.com is unable to provide any evidence that it was ever sent and/or approved (e-mails indicate that the sales rep requested it from her production department but not that it was fowarded to us for approval). In addition the company claims they sent it to another university employee rather than to me as requested.
Obviously a proof would have revealed the omission of the copy line and we would have corrected the problem immediately.
We needed the job reprinted and indicated to our sales rep that we would pay for the reprint but asked that the company consider some compensation for their contribution to the problem.
As requested via e-mail from our sales rep, I called the company. I explained the above and was transferred to someone who identified himself as a co-owner refused who had no intention of listening to my concerns, continually interrupted my explanation, accused me of lying, proclaimed that "this stinks" and hung up the phone. During the conversation he also indicated that even though we offered to pay full price for the reprint (we have already paid for the original order) he wanted nothing to do with us. In also indicated that his company does hundreds of thousands of the towels and never makes any mistakes.
The bottom line is this. We are perfectly willing to accept blame for our contribution to the problem. We sought some level of compensation for what we believe is RallyTowelsOutlet.com's contribution to the problem. We have offered to pay full price for a reprint. The company's response has been argumentative, contentious and at times degrading.
I would warn anyone considering work with this company to consider our unfortunate experience with them.
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