Where is Digital Flames' Barry ?

did you need more then one flame set to complete the job? he does offer individuals for purchase that enable direct download from his site. sorry you lost the job though.

 

Brian knows that I did my best to provide him with images on the day he ordered the collection. As for me shipping it after he requested a refund, that is just untrue. He wanted it sent next day, (which in hindsight I should've have taken the initiative to do that myself) but I had already sent it priority. It was only then that he demanded a total refund.

What he failed to mention is that my wife was sick with pneumonia for the last several days, and I have been tending to her, unable to even make it into the office.

I was available on the day he ordered, as well as the 20th and the 21st. If he had a problem after the initial download attempt, he never attempted to let me know about via any means.


I have apologized to him several times, and I gladly do it again, here.

SO whatever ....but it does beg the question...why is he bringing this up in public?

 

Have you thought about an automated delivery system Barry? You are dealing with businesses in an area that can be time sensitive.

 

Unfortunately bashing merchant members in the public arena

seems to have become the norm around here lately . . .

 

Brian, if it says it went out today...all I can say is that's the USPS for you...

Anime...if we did enough volume I would definitely consider it. But heck we're just a mom and pop sign shop! This stuff is just a sideline!

 

Maybe its unjustified sometimes but most of the time it helps. a refund seems reasonable. Its not like hes returning open goods.


Sorry to hear that about your wife barry. I hope she is better now. Keep us posted.

 

Well then they should act like merchant members and pay attetion to people in a place that they are so highly talked about on then.

 

Regardless of what the post office says, it was given to them on the 27th. Now, our post office is a rural one, and it is entirely possible it did not enter their system until today. But even COUNTING today...you are talking about seven business days.

Granted, it is not a good time frame--I admit...but we did have legitimate mitigating circumstances.

It all boils down to this: is seven to ten business days too long to wait?

This customer asked for me to get it to him asap, to which I offered and supplied an FTP site to get the files he needed that day. We did have some trouble (the files were truncated because the first upload was interrupted). He emailed me to let me know this and I fixed the files, downloading them to another computer to make certain they worked fine. I emailed him to let him know that the files were available, and I heard nothing about them "not working" until today.

Question...if he needed them so bad, why did he fail to let me know that he couldn't make them work?

 

Frustration,, pure and simple..

 

Barry and Brian are both guys I've known for many years, spoke with, and written to both several times. Good guys, I trust!

On this one, I would have to suggest the refund to be appropriate.

Mitigating circumstances suck... family illness... chopped files, interrupted downloads, "that's USPS for you"... etc. etc... I think with that much crap going on (not to mention the recent Tornado)...well, this WILL take a toll on a business... but things WILL turn around too!

To me, when the mitigating circumstances are mine, I would prefer to lose a little business today, rather than lose a customer... and that's even if it was in private... but in our little on-line community, (which is where the connection was made, so a reasonable place to resolve it IMO)... I'd refund it, and I'd refund it fast.

This thread will have a value greater than that of one CD. The question is if that "value" continues to look like a "cost"... or if it can be turned into a benefit. I think it could.

By the way, I bought Digital Flames Vol. 1 and it paid for itself on each of the 3 jobs I've used it on. I'll be putting together a proof with some serious flame action on it this next week... much to the surprise of my client who will only be expecting hot rod style flames. I really hope he goes for the digital flames. I'll post it if he does.

Hey Brian, as a compromising offer, would you consider offering to pay the single-file price for the 2 you tried to DL, if Barry takes back the DVD, and ensures that you get the files correctly? I think that would be a win-win... because while you may have lost this job... it's hard to sell something you ain't got... but invest in a little upfront, and you will enjoy it, and most likely profit from it. (I know I did)

I think Barry would see that compromise as a great opportunity to get you more interested in future purchases too!

 

But that knife cuts both ways. there are merchants bashing customers too.

 

Doug, that's a fine idea..I have no issue at all with that. I'd be more than happy to refund him the DVD price less the cost of the downloads.

 

Sounds like a good comprimise to me.

 

Very wisely thought out Doug.
Next time I have a customer conflict, Ill call you to help me hash it out.
This is a good compromise. Sorry to repeat you Bill.

 

All's well that ends well . . . ?

If B Snyder agrees to that compromise, and I think it's a fair one too . . . !