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- Customer Service & Satisfaction
Vistaprint-Where a Proof, Customer Service and Common Sense Mean Nothing!
Easy as 1-2-3
Chalk it up as another problem in a world where Idiocy rules. Vistaprint, you've seen their ads, they seem to be everywhere on this vast internet. Free business cards, free postcards and printing for all your business needs. Sounds great, so off we went to have some business cards printed for our new venture Gildntile. For those of you who've read my hubs on that new venture you already know what I'm talking about but for those that have no clue Gildntile is very straight forward in that what we do is gild on tile. Gild is a foil material, gold, silver, copper and multi-colored material that can be applied to most any substrate to achieve a beautiful reflective effect. The process is called gilding and Justin has created a method of application on tiles (mostly glazed ceramic) that is done nowhere else. Now that you have the background I'll run you through the process of a simple idea for a business card that turned into a hassle that I never imagined. Justin, being the artist, created the card you see here, a very basic card in that it's simply a white standard card with black imprint with a foil accent added to the word gild, which if you think about it makes perfect sense. The word gild is just another word for foil, hence exactly what we were looking for. With the artwork done I was ready to upload the design to be printed. I was a screen printer for 25+ years and Justin did a lot of the color seperations for many of those years so we both know the printing process pretty well and expected the job to be a simple enough task. The black plates for both the front and back were done and another plate for the foil accent, as requested. While uploading the front image I seemed to be running into a problem with the way it looked on their site so I decided, to be sure, to give them a call to verify that all the images were to their specs so there would not be any problems. I got connected to a guy in customer service who was very helpful. I explained what was going on and exactly what I needed to happen and within 10 minutes he had the card looking just like I wanted. White card, gold foil accent and black print COOL! The guy said we're ready to go and I was looking at the same image he was and was in total agreement. Let's do it! I proceeded to checkout, placed the order and kicked back thinking done deal. Everything from that point seemed great, I got an e-mail with a projected delivery date sooner than I'd ever expected and Justin and I were fired up. Well I think you've figured out by now that it all went south as soon as the package was opened. Truthfully the cards looked great with the exception of no gold foil, which kind of ruined the whole idea. After calming down from the frustration I decided to make a call to find out what went wrong and was greeted by a customer service rep that listened to my problem and told me that foil could not be printed on black and white cards to which I explained that the art was done in a way that it wasn't going to be printed on black, that area was white. I then asked to speak to the tech, support folks that she told me she had just spoken to and much to my surprise was told that could not happen. I was asked if I'd like to speak to her supervisor and I said yes, thinking that we could easily resolve the error. Not only did we not resolve it but she became rude, finally telling me, to my total shock, that my cards could not be printed how they were ordered (with foil accent) so I just decided to cut my loss and tell her I needed a refund and she agreed. Well, you probably know what happened next...yep, no refund. I e-mailed them and as of today have not received a reply but that's one good thing about using paypal, they handle it for you. What a shame that a company of that size is more than happy to accept your money, screw up your order, admit it and balk at providing a refund. Hope this will be of help to you when and if you have to have printing done. Be careful!! End of rant!!! Peace!!