Philosphical vendor question

[CS-SignSupply-TT]

"Custiomer calls me with the WTF phone call. I contact vendor and relay story and they research and come back to me saying the files were output per my specifications from the last time we produced 1x3 panels. They used different frames previously which were - lets all say it together - 2" shorter on each end and assumed that these fabric panels were to fit those frames and altered my supplied to fit previous frames..."

I hate the words "last time" and "assume". Put the charge in DISPUTE and fight for what is right. They have admitted to following instructions from the "last time" and they made adjustments to YOUR artwork...aaaggghhh!!!

 

[HaroldDesign]

They altered your artwork. At exactly that point it became their actions that caused the problem. They decided to do right and were wrong.

 

[SignManiac]

The vendor had no business altering the file you sent him. If he was unsure, he should have contacted you to verify the size.

I always triple check everything before I produce anything if my client sends me any type of file. If I've learned one thing in all these years, it's never assume anything. Measure twice and cut once.

 

[CS-SignSupply-TT]

+1,000,000 Measure twice and cut once.

 

[ForgeInc]

I can see fault with both sides honestly. They definitely should not have altered your art and contacted you first, but you should have been more clear and given them a final size including any pockets or seam allowances, etc. If they would have had hard numbers to follow, I doubt it would have happened.

This one is tough, because I can also kinda see why they did it, as the finished size was the same as previous jobs.

But, the fact is they did modify what you gave em, and they definitely should have asked first. If it were us we'd reprint for sure.

 

[Speedsterbeast]

Both arguements of "fault" a very valid. However, it's done. So move on and let's solve the problem at hand.

It it were me, I would talk to your customer and ask what they think is a reasonable price to pay, since they had to customize the mounting of the fabric. If they are still using it, they should be willing to reach a compramise.

Then talk to your supplier and explain the situation, and see if they can offer you a discount due to their part of the error. You may end up with the same profit you wokred out in your quote, or at the very least, not a loss.
Let us know how this ends up and good luck.

 

[National Sign Co. - Print]

Vendor should suck it up and reprint the 18 sf of fabric. It is not a ton of media or expense. the value of "making it happen" for your partner is priceless.

The fact a vendor would do so shows they are in it with you and your company for the long haul and looking at the big picture as partners.

Should be a no brainer for the vendor. Regardless who is at fault.

Slow dime vs. the quick nickel....

 

[Marlene]

The vendor had no business altering the file you sent him. If he was unsure, he should have contacted you to verify the size.

they altered the files you sent, they are at fault.

 

[FireSprint.com]

Vendor should suck it up and reprint the 18 sf of fabric. It is not a ton of media or expense. the value of "making it happen" for your partner is priceless.

The fact a vendor would do so shows they are in it with you and your company for the long haul and looking at the big picture as partners.

Should be a no brainer for the vendor. Regardless who is at fault.

Slow dime vs. the quick nickel....

I agree with this 110% and is what we would have done if it even got to this.

I can't tell you how many hours we have spent on the phone asking if our clients really meant to send this artwork, or to let them know that something doesn't scale right. It takes a ton of effort to get jobs printed right in the first place, but it builds long term relationships.

 

[SignManiac]

I had a printer send me a file to print for him. His email said to print it 2'x4' but the file was slightly smaller. I scaled the file up to the size he said he wanted it at. Well he called me and said the file was the wrong size and I said no, it's exactly 2' x 4' as his email specified. Well turns out he was completely at fault as I did what he said. The mistake was his. He pizzed and moaned that he didn't charge enough to cover the cost of the reprint.

Well I did the reprint at my expense and he's never been back for anymore work. Some people suck.

 

[FireSprint.com]

I had a printer send me a file to print for him. His email said to print it 2'x4' but the file was slightly smaller. I scaled the file up to the size he said he wanted it at. Well he called me and said the file was the wrong size and I said no, it's exactly 2' x 4' as his email specified. Well turns out he was completely at fault as I did what he said. The mistake was his. He pizzed and moaned that he didn't charge enough to cover the cost of the reprint.

Well I did the reprint at my expense and he's never been back for anymore work. Some people suck.

This happens, and it sucks. That's why we take the time to make the phone call. Sometimes it's hardly worth it, but it usually pays off in the end.

 

[10sacer]

Ok... update time...

Turns out they figured out they were referring to an earlier email where i instructed them to print some new panels at same specs as last time. They didn't realize there were two successive orders for the same thing - but on two different sets of frames. Yes - I should have spelled it out so a monkey could understand it and they complained that I was not a good communicator when it came to projects. I came back that I had never had a problem when the previous CSR and prepress and production guys were there and if there was a question - someone usually called me and we sorted it out. I also added that if I am a bad communicator - then wouldn't you ramp up your communication going out to me and not assume things?

Anyway - they have credited back $1000 to my credit card and we will spell things out much more clearly in the future. I will just start sending them my internal work orders and that should solve the problem.

As I said before - they are in a bit of a financial pickle and have lost most of their good folks - which sucks because they do great work. If anyone wants to start a good business - come down to Charlotte and open a fabric printing shop. There are not a lot of them anywhere near here.

Anyway - thanks for all the insight and opinions on this.

 

[Custom_Grafx]

Good stuff - good to hear they helped out a bit in the end.