Want to share a situation with Stahls where they had a perfect opportunity to provide some nickle dime customer service and fix a issue worth a total value of $86.66 hard money for me puny money for Stahls.
The long story is below if you care to read more ...........the short story goes like this
Ordered 35 digitals sent CDR file with PMS color specs
requested a proof
Stahls produced the images and shipped them without sending proof. I only discovered this when I got an e-mail from Stahls telling me my order shipped
Immediately called Stahls...OOPS we see you wanted a proof we can send you one now by e-mail but your order is already on the way.
They did and fortunately it was OK everything looked pretty good, I approved post shipping the proof
The package arrives two days later, crack the package and THE ACTUAL IMAGES DO NOT MATCH THE PROOF THEY SENT
Back on the phone..........take pictures.... send them by email we have lots more phone conversations .
Bottom line is Stahls said they printed the colors I specified, you sent PMS specs and we matched them close as we can.
I asked then why does your product not match my art or YOUR ART proof sent after the fact?
?
They say read our disclaimer we print CMYK which is not directly transferrable from PMS we come close as we can just like the disclaimer says
long conversations here..............................................but
management says no reprint best we will do is give you 25% off on a reorder
I say no thank you can keep the money you have from me but no more.
The 3 images below tell my story in colors . mooseman is very unhappy with Stahls pi$$ poor product in this case and they are hiding behind their disclaimer so BEWARE...it look like they don't care...call me Ted you have my number
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The background
ordered 35 digital transfers
sent them a CDR file in color
I specified PMS colors......
The order was placed with a proof required before production, this is not a contested issue
got an e-mail stating my order had shipped...they did not send me a proof prior to shipping my order
I called them.....
They quickly e-mailed me a proof...
I reviewed the proof they sent, it was PERFECT....all is going to be OK...
35 printed products arrive.....
The actual product DOES NOT MATCH THE STAHLS PROOF THEY SENT NOR THE ART I SENT THEM, one color is way too dark should be blue is actually black on the actual product
I call stahls...
They say they have a disclaimer that colors are not the colors ....blaw blaw blaw
They say it looks OK on their computer, they can’t control how the proof looks on my computer again the disclaimer.........and I have to understand that they print in CMYK and they match PMS colors close as the can but it is not an exact match.
This really pi$$ed me off because in later conversations they claim to have printed the very PMS color I specified...BULL SQUIRT
Again I say your product does not match the proof I approved from your e-mail
they ask for pictures...I send pictures (SEE THE VERY PICS SENT TO STAHLS ATTACHED BELOW HERE)
They come back and say the color is actually the PMS color I specified it is a very dark blue and is very close to black so I got what I asked for .
I say it is not the way it looks in my art and in your proof representation of the actual product.
My art and your proof match perfectly it is your product that is the odd element.
They say we printed the color you specified
I say no you did not I specified the color in my art and in my approval of your proof
please explain why then your proof does not match the product?
Again the disclaimer because the image looks OK on our computer and they are not responsible for the image on my computer.
Oddly enough ALL the other colors are spot on
I say you did not send me your computer you sent me a proof representing the product you proposed to print against my order....
After several more phone conversations they say tough darts ...you can have 25% refund on this order or 25% on a reorder if I want and they are going to send me free of charge their color chart .
I say what good is the color chart if I can’t trust the proof you use to represent my order.
BOTTOM LINE...I am keeping the transfers as sent will direct print the logo without their help and Stahls can keep their 25% generosity.
The images are attached and I fully stand behind what I post here.
Even more disappointing the person I was working with used a very unfortunate term to describe
what they thought I was doing to them.
Be sure if you work with Stahls you understand the proof they send against your order does not necessarily represent the product you get . Says so according to them in their disclaimer.
If I am mis-representing any element of this situation Stahls certainly has the opportunity and ability to teach me a valuable lesson. They are bigger and stronger than me and if their recorded record for training and evaluation of our conversations proves me wrong they will have no absolutely no trouble crushing a little bug like me. How about it Stahls send me a copy of your recordings we can continue from there.