-
Customer issue with van
Hi Guys,
I have a customer who has a catering van which I floodcoated a while back about 4 months ago. he has phoned me and said the vinyl is peeling off on one of the sides. also that there was a spelling mistake on the back which i failed to notice but the artwork was from his designer.
never had this problem before and was wondering how you would resolve this and what your returns policy would be???
thanx
-
12 Replies
-
the spelling mistake is secondary, if the vinyl is peeling off.
What sort of prep did you do to the substrate? was the trailer new?
Peter -
is the vinyl peeling off where the spelling mistake is?? or am I just overly suspicious 👿
peeling vinyl down to you spelling mistakes sent in file definately not
-
Spelling mistake I would kindly direct back to his designer, and it might be helpful if you can post pics of the lifting vinyl.
-
quote Graeme Harrold:Spelling mistake I would kindly direct back to his designer, and it might be helpful if you can post pics of the lifting vinyl.Yeah Agree!
if you had done the art work and it was your mistake then then I would expect that you would have to replace it!But as it was his designer who did it then it’s down to him to make sure it’s correct.
-
basically what happend is the customer wanted a full piece (single sheet of the vinyl to be done on both the sides and the back of the van. i.e without seams. I told him it was not possible as i had a 30" and not a 45" printer which was the width. he then said "do it the best way you can" I clarified that there will be a seam and he said thats fine. once completed he started to complain but couldnt really do anything about it as it was clarified that there would be a seam in the livery. he stood there showing how much he loved the van but was disappointed with the seam. I simply had to reiterate what was discussed.
all this happend 2-3 months ago and he phoned today to say the van got stolen but he managed to get it back and the vinyl is peeling to one side where the smaller strip the 15" was. I dont know if he is trying to be clever with me but will see what happen when he brings the van over on friday. He told me that he would leave it with me till sunday and seemed very eager to leave the van without me even looking at what was wrong with it.
-
He is probably eager for you to replace for free hence his willingness to throw you the keys. Photograph the damaged/peeling area while he is with you and try and assess what has caused to to go with him. Chances are the person that nicked it might have started to remove the vinyl……….
-
quote :he phoned today to say the van got stolen but he managed to get it back and the vinyl is peeling to one sidesomebody ( thief ) started to strip it.???
-
quote Chris Wool:quote :he phoned today to say the van got stolen but he managed to get it back and the vinyl is peeling to one sidesomebody ( thief ) started to strip it.???
that was my first thoughts after discovering it was stolen.
-
Having read all the posts it might well be that someone started to strip it, if that’s the case then the insurance company may be liable but certainly not yourself.
As for the job overall, I would have done it slightly differently. I would never tell a customer that something was impossible unless it really was. If the customer wanted the graphic all in one piece then I would have offered that option having got a price for trade print and made sure it was worth my while doing.
You could have given the customer two choices and that way he would have no complaints about any join what so ever.
Other thing is always get customers to sign for artwork that way it’s not your word against there’s when things like spelling mistakes happen. -
I do have proof still on my email so i can show him the artwork. i’m just hoping that the peeling isnt that bad but will have to check it out. not really keen to see this customer quite simply because of the way he was but will do what i can for customer satisfaction.
-
The quality that makes any company stand out from its competitors is how it handles bad situations. Good luck
-
quote Graeme Harrold:The quality that makes any company stand out from its competitors is how it handles bad situations. Good luck
only if they get adverse publicity in direct proportion to how much they will pay out for a complaint, customers are not always right, and some use bad publicity to gain an advantage.
So, do you pay them off or stand by your guns?Peter
Log in to reply.
