hypnotic
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TOGSPRINT - POOR SERVICE !!
- Thread starter TaffyTim
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The Reverend JT
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Please accept my sincere apologies on behalf of the team at Togsprint for any recent problems you may have had as our customers. Yes, you're correct, there have been a few staffing problems over the past few months, which Lee and steve are currently rectifying. IE: They employed me at the beginning of last month to deal with PR, customer service etc; and i'm now just about at the end of my training on the printing / framing aspect of the company. You will definitely see a significant improvement from now on with the efficiency of the company; because there are more staff. (Each with their own separate roles to ensure good communication and smooth running) I run my own businesses alongside working at Togsprint, so with my experience i shall throw myself wholeheartedly into helping to deal with any sales related problems faster and more efficiently.
Regarding my earlier reply about the nudge: I was replying to the post above, not to everyone who had posted on this thread. I assumed that because it was somebody Lee knows personally (??) that it was appropriate to be informal. It was in no way a reflection on my professional ability or my attitude to work in general. I apologise though if it seemed otherwise.
I replied to Tim (Who had a genuine complaint) through PM on behalf of Lee, which was dealt with and typed out in a professional manner; and has now been rectified. The reason i replied on behalf of Lee was because that is my job. (Dealing with Customer enquiries, PR, Marketing and Sales etc etc) Not because Lee couldn't be bothered. On the contrary, he was opposite me, working. I was dealing with the complaint at that moment so that the customer was dealt with as quickly as possible.
I'm enjoying familiarising myself with this forum and am finding it very interesting learning what our customers think of the service etc. Both the positive or the negative, as it helps me to improve customer relations and work on a more personal level. If anybody here has any other suggestions, queries or problems, please don't hesitate to PM me and i will act accordingly.
Best wishes,
Michelle
PS: I would also like to thank those of you here who have also made positive comments on our service
if you are still about i'd like you explain what the situation is here then:
http://www.talkphotography.co.uk/forums/showthread.php?t=270587
i will also send a PM to your account, although i'm not holding up much hope of a response considering the shambles i've experienced so far.
ISL-Studio
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Somebody once told me that there are three sides to a coin - heads, tails, and the little edge that runs around the outside.........
Togsprint became ISL Photo Services over the summer.
Its true that from the end of October (the weekend just gone) we have closed the studio for hire, and as the framing business was a little slower than expected, we have gone back to our core printing business now called ISL Photo Services on an all new number from 29th October. We left a message on this number of the fact that we were moving and would not be able to respond over the weekend, and those people who wanted to contact us left messages - all have been responded to today.
This is how we believe the story told unfolded.
The gentleman concerned ordered his canvas and we produced and despatched it within a couple of days of the order arriving. It was despatched by Fedex but unfortunately they lost it and after searching could not locate it. This process of confirmation that Fedex go through takes a few days so we did not want to produce a replacement until Fedex confirmed its loss. Nevertheless, another was produced (in fully acceptable condition), carefully packaged and despatched, and according to Fedex was received and signed for - they have a Proof of Delivery at the correct address. When the customer stated he had not received it, we were somewhat surprised - Fedex are doing further checks to see if fraud or theft has been committed by someone. Further, we produced yet another in fully acceptable condition and sent it via Royal Mail, which was received by the customer. At the time of writing this, we are awaiting further information from Fedex but are not prepared to send out yet another canvas if the likelihood is for it to go missing. As a token of good faith, we discussed the matter and agreed to refund the customer if he could prove he had not received it, or would send the alleged faulty product back to us for examination. Its a difficult situation - we have a signed POD saying the customer HAS has the product (the second canvas sent out by Fedex) plus the one delivered by Royal Mail.
We will accept that during the last week, communication maybe hasn’t been as good as we would have hoped, but this has been partly down to phone and Broadband issues since resolved.
We produce a top quality product at a very fair, very competitive price and recently any issues have been created by the various engaged delivery services. Over recent months we have had some VERY large orders to process so occasionally delays in production of up to 48 hours have been possible but we have now rectified this. Working to tight margins means we cannot produce endless products and whilst we endeavour to produce products quickly, delays sometimes occur when the goods are being carried by third parties. If a customer has a particular problem with any product we supply, we will happily provide a replacement or refund on the basis that we get the original product back wherever possible, so we can examine it. Our QA system is now really tight and only exceptionally are there any issues with product itself - again, we have had issues with damaged product once handed to carriers, but cant be liable for that. In an effort to provide customer service, we tend to duplicate orders and send them out by alternative methods when damage in transit has been caused by the carriers.
Its always the case that of the hundreds (possibly thousands) of satisfied customers, it tends to be the ones with issues who write in the public domain like TP. Then there may be a few people who have had minor issues who add their comments, often with some justification as they may still feel aggrieved, and then topped up by people without any experience of our products and services jumping on the bandwagon. I wonder if its true for those people - does misery really love company?
If we are in the wrong, we will always hold up our hand and attempt as a priority to fix any problems. Unbelievably, we are human so can make mistakes but always do our very best to correct them.
If you want printing or canvas products, you want the best quality and value for money, please do give us a try and we will do our utmost to satisfy these requirements quickly and efficiently. Where is the benefit in us doing otherwise?
Cowboys - I don’t think so - but we will defend ourselves at High Noon at the O~K Corral.
Cheers
Lee and Steve
ISL Photo Services
Togsprint became ISL Photo Services over the summer.
Its true that from the end of October (the weekend just gone) we have closed the studio for hire, and as the framing business was a little slower than expected, we have gone back to our core printing business now called ISL Photo Services on an all new number from 29th October. We left a message on this number of the fact that we were moving and would not be able to respond over the weekend, and those people who wanted to contact us left messages - all have been responded to today.
This is how we believe the story told unfolded.
The gentleman concerned ordered his canvas and we produced and despatched it within a couple of days of the order arriving. It was despatched by Fedex but unfortunately they lost it and after searching could not locate it. This process of confirmation that Fedex go through takes a few days so we did not want to produce a replacement until Fedex confirmed its loss. Nevertheless, another was produced (in fully acceptable condition), carefully packaged and despatched, and according to Fedex was received and signed for - they have a Proof of Delivery at the correct address. When the customer stated he had not received it, we were somewhat surprised - Fedex are doing further checks to see if fraud or theft has been committed by someone. Further, we produced yet another in fully acceptable condition and sent it via Royal Mail, which was received by the customer. At the time of writing this, we are awaiting further information from Fedex but are not prepared to send out yet another canvas if the likelihood is for it to go missing. As a token of good faith, we discussed the matter and agreed to refund the customer if he could prove he had not received it, or would send the alleged faulty product back to us for examination. Its a difficult situation - we have a signed POD saying the customer HAS has the product (the second canvas sent out by Fedex) plus the one delivered by Royal Mail.
We will accept that during the last week, communication maybe hasn’t been as good as we would have hoped, but this has been partly down to phone and Broadband issues since resolved.
We produce a top quality product at a very fair, very competitive price and recently any issues have been created by the various engaged delivery services. Over recent months we have had some VERY large orders to process so occasionally delays in production of up to 48 hours have been possible but we have now rectified this. Working to tight margins means we cannot produce endless products and whilst we endeavour to produce products quickly, delays sometimes occur when the goods are being carried by third parties. If a customer has a particular problem with any product we supply, we will happily provide a replacement or refund on the basis that we get the original product back wherever possible, so we can examine it. Our QA system is now really tight and only exceptionally are there any issues with product itself - again, we have had issues with damaged product once handed to carriers, but cant be liable for that. In an effort to provide customer service, we tend to duplicate orders and send them out by alternative methods when damage in transit has been caused by the carriers.
Its always the case that of the hundreds (possibly thousands) of satisfied customers, it tends to be the ones with issues who write in the public domain like TP. Then there may be a few people who have had minor issues who add their comments, often with some justification as they may still feel aggrieved, and then topped up by people without any experience of our products and services jumping on the bandwagon. I wonder if its true for those people - does misery really love company?
If we are in the wrong, we will always hold up our hand and attempt as a priority to fix any problems. Unbelievably, we are human so can make mistakes but always do our very best to correct them.
If you want printing or canvas products, you want the best quality and value for money, please do give us a try and we will do our utmost to satisfy these requirements quickly and efficiently. Where is the benefit in us doing otherwise?
Cowboys - I don’t think so - but we will defend ourselves at High Noon at the O~K Corral.
Cheers
Lee and Steve
ISL Photo Services
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The Reverend JT
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seeing as though you copied and pasted the same response to a previous question ISL, i shall do the same.
Right this is absolutely ludicrous - I want you to prove to me, and everyone here that you are lying to, that you have proof of fed ex delivering any canvas to me. You can't, because they haven't. You say in your email
and here is the pic in question so you can see what i am referring to in the product i received (through royal mail, when i paid extra through fed-ex and they conveniently 'lost it') - as you can see it is patchy and unusable.
[/url] patchy canvas by The Reverend JT, on Flickr[/IMG]
i have still had no response from the email last week, and frankly i am in shock that ISL could come back and try and make out like any of this is my fault.
I know you can't produce any sort of fed ex form that isn't fabricated because i haven't received more than one, shoddily produced canvas. why on earth would I have kicked up any sort of fuss at all if i had received a decent product? I've bought and sold loads of stuff from here and i know a lot of people on here, and every one of them will tell you i am a straight up guy who would not complain unless anything was wrong. The same can't be said for your mess of a company - i've seen lots of complaints on here TP (unfortunately after i had the misfortune to deal with you), including, funnily enough, lots of people saying couriers that were meant to show up with a product never did.
Right this is absolutely ludicrous - I want you to prove to me, and everyone here that you are lying to, that you have proof of fed ex delivering any canvas to me. You can't, because they haven't. You say in your email
- first of all - how do i prove that i haven't received anything?! you have to prove you have delivered it, and you can't because you haven't delivered it. secondly - i emailed you this last week, and i haven't received a reply since - i even gave you one more chance to rectify this total abomination of a situation which you completely ignored. Here is the email verbatim, which remains unanswered.
and here is the pic in question so you can see what i am referring to in the product i received (through royal mail, when i paid extra through fed-ex and they conveniently 'lost it') - as you can see it is patchy and unusable.
i have still had no response from the email last week, and frankly i am in shock that ISL could come back and try and make out like any of this is my fault.
I know you can't produce any sort of fed ex form that isn't fabricated because i haven't received more than one, shoddily produced canvas. why on earth would I have kicked up any sort of fuss at all if i had received a decent product? I've bought and sold loads of stuff from here and i know a lot of people on here, and every one of them will tell you i am a straight up guy who would not complain unless anything was wrong. The same can't be said for your mess of a company - i've seen lots of complaints on here TP (unfortunately after i had the misfortune to deal with you), including, funnily enough, lots of people saying couriers that were meant to show up with a product never did.
The Reverend JT
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Noted, thanks for the heads up, i have seen them metioned a few times on here, all glowing reports.
TG.
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The Reverend JT
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In the interest of fairness (and i really don't want this to be some sort of witch-hunt) - Lee has emailed me and taken me up on the offer from the previous page of providing me with a non-patchy canvas before friday and has kindly offered a refund as well.
I'm please they've taken the opportunity to rectify it and i look forward to seeing the canvas as like i said in the op - the quality of the printing, ink and frame of the canvas they sent me appeared to be of very good quality, just the coating which seemed to be patchy.
i have also promised to send back the patchy canvas if i get the new one on time and if they are happy to give me a refund then i am happy to pay to send the canvas back to them.
JT
I'm please they've taken the opportunity to rectify it and i look forward to seeing the canvas as like i said in the op - the quality of the printing, ink and frame of the canvas they sent me appeared to be of very good quality, just the coating which seemed to be patchy.
i have also promised to send back the patchy canvas if i get the new one on time and if they are happy to give me a refund then i am happy to pay to send the canvas back to them.
JT
Dave Stone
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ISL/Togsprint in MY experience are at best unreliable. Calls not returned sub standard products delivered, canvases with appauling banding, poorly mounted prints. Calls not returned. Incomplete delivery stating Fedex had lost part of it. despite me calling Fedex and them telling me that they had only picked up what had been delivered. Despite MANY phone calls no tracking number for the missing delivery was ever given. We could not rely on them and as such, sadly we no longer deal with them.
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