Just had a complaint?

[John Harding]

whether supply only or supply and fit I always tell the client there will be an overlap/s in images larger than my printer – if you did that happy days if not its a grey area IMHO

John 😕

[David Hammond]

The image wasn’t wider than my printer, but longer.

1 @ 15ft x 9 inch
1 @ 12ft x 9 inch

I split the images, as I only stock 1600mm media, so would use less material, produce less waste, and make installation easier. I would also have to charge for the media that is going in the bin, increasing costs.

Many of my clients barely understand what I am saying, so just stand smiling and nodding.

IMHO- I feel I met the clients requirements.

[Glenn Sharp]

I think if I was a customer who’d asked for a 15ft long sticker I would have expected it in one piece. In that situation I think I would have offered him a duplicate set (just to fill the vinyl up a bit) at a reduced price incase he had any problems fitting it

It all comes down to whether that was explained to him or not

[Neil Speirs]

Sounds like you explained everything clearly to the customer BUT after the job was done 😕

[Richard Urquhart]

I think I would have to say there was no reason to have a join in the length only to save vinyl cost to the customer but he should have had this fully explained.
I do however think your right in fitting as a 15ft length for a DIY fit would have made for good entertainment.
Rich

[David Hammond]

Which as far as I can see I fulfilled the clients requirement:

I want this file, printing that size, for that amount.

I do get some very understanding clients who will take onboard what advice i give them, and see that I am not a con man, but try to meet each clients needs.

However this client, and a few others, are all driven by price…. everything must be cheaper and cheaper.

I use decent materials and inks, which is reflected in the price they pay. once in a blue moon do I get asked what weight paper, or what vinyl do I print to. First question is always how much.

I think I may have to put a notice in the shop, advising clients about the joint issue, and about artwork been provided.

[Jamie Wood]

I have to say, that I would have expected them in one piece, unless previously agreed.
Artwork is down to them if it is poor quality, so no issues there. Why not get a 760mm
roll in stock in case it happens again, then there would be less waste. Whenever there
is significant waste on the width of the material, we always charge per linear meter,
so the client pays for the waste – obviously unprinted, so cheaper.

[David Hammond]

I would stock different widths.

We’re tight on space as it is. I stock gloss & Matt vinyl, laminates, PVC banner, Poster Paper, and Canvas, which fills up my rack. I have rolls of coloured vinyl scattered around the place.

I don’t have a place where I can store them where they wont forever keep been moved, getting bashed and damaged.

Not sure how to handle the client when he returns this afternoon.

[John Harding]

quote :

However this client, and a few others, are all driven by price…. everything must be cheaper and cheaper.

These are the enquiries to politely decline or maybe the conversation should have been I can do you a 15′ long graphic for x (your price) or I can do it 2part 3part etc for Y (closer to his price) and let him decide

A lesson learnt for next time

John 😀

quote :

Not sure how to handle the client when he returns this afternoon

I would offer him his money back if he returns the graphic or get him to pay the extra for a one piece graphic and move on

[Chris Wool]

if i understand it you decided to split it up for good reason, but neglected to tell the customer before hand, so he was expecting a 15ft sticker.

i would have said. 15ft in one bit £x.
3x 5ft (1600 wide material) sections with overlaps £xy

over to you mr customer.

i keep 600 800 & 1370 material to try and ease this situation.

[Jill Marie Welsh]

I think you meant well.
But I also think, no matter what, the cheap customer would have found something to b!tch about so that you would cave and give it to him free.
He’ll probably have his pixellated decal on whatever he put it on for the next 10 years, bragging that he got it for free.
😛
Next time, explain costs and methods better beforehand, or just let that type of customer go to a cowboy and they can ride the bucking bronco together.
If you made the full size print he’d have no doubt mucked it up and complained about that as well.
Either a big decal or matching an overlap is something better left to a professional, not a DIY sticker-er.
Love…..Jill

[David Hammond]

Yes I will do that. Need to change my pricing structure somewhat too.

I charge PLM, cos I am simple, but should really work PSQM, have a price for printed and a price for unprinted vinyl… something for me to ponder about over the weekend.

We do get alot of customers bringing in artwork, that is just shoddy. Even for digital print. People designing business cards in word, and want them printing. They look pants, and it would have been easier and often cheaper to get us to sort the design to start with.

Thanks for your replies, and I will let you know of any outcome

[David Hammond]

Gave him a little discount to keep him happy.

From what he says, it sounds that he has put the overlap the wrong way, so you can see the black overlap line. 😕 Even after showing and explaining it all to him.

[Peter Mindham]

Sorry but I dont agree with discount just to keep him happy.
Either:
The print is acceptable so he should pay the price and install it.
or
The print is not acceptable so he should return it and get a refund.
or
The print is unacceptable so return it, get it done to his specs and he pay the price for the higher spec.

If its installed, then it was acceptable. If they installed it, surely they would have realised it was not in one piece?

You perhaps should have explained the two options to him before taking the job and the deposit.
Just my opinion
Peter

[David Hammond]

I agree Peter –

it was a fault on both parts, I never explained, he never specified.

A lesson learnt for future clients, and I wont fall foul of this again.

Plus side is he is coming back for some more work, a menu printed and mounted onto foamlite. Just hope my new board cutter arrives by then

[Larry Brady]

I would show this customer the
door he will give you nothing but
trouble in my opinion.

[Phill Fenton]

Yup – occasionally we have to accept that we are up against a complete idiot.

I would show him the door too 😕

[David Rowland]

by any chance did he turn up in a £20K car and his wife had a boob job?

[John Harding]

quote :

by any chance did he turn up in a £20K car and his wife had a boob job?

Pervert 😀 😀

well did she?

[Chris Wool]

What’s the car got to do with it

[David Hammond]

We will see if he ever returns for more work… heard it enough times, give me a good price, we will get this done every month to never been seen again.

mod-edit

[Gwaredd Steele]

For those types, make them pay full price for the 1st one, then if they come back every month as promised, give them a kick back at the end of the year/month.

[Karl Williams]

I think you worked on presumption mate on the clients part. You know your trade….he doesn’t. When they say they are cash strapped or on a tight budget that’s not your problem, it’s theirs. I as many on here have done the same to help the client but in most cases it backfires. I would say on this occasion take it on the chin. Do the job again to keep him happy. This way you’ll lose far less than being bad mouthed and getting a bad reputation.