Complaint - Unsatisfactory Experience & Service Delivery Failure

Good day CEO/Relevant stakeholder in 24 hours Printing

Trust all is well.

This mail serves as documentation of our extreme disappoint in the Unsatisfactory Experience & Service Delivery Failure we have endured with your company.

The complaints:

Unsatisfactory Experience On Friday {13th July 18} at around about 10am, I called in need of an Express service that will allow our cards to be printed by the following Monday {16th July 18} before 11am as we had the Launch day event of our business at that time. The sales agent, Bongani, reassured me that if we sort out payment & design approval early that he could have the cards ready for collection by 9am that Monday morning. Forgive me if I took him by his word on this exceptional delivery turnaround to expect that he would ensure the cards were packaged & ready for collection at 9am. I finalized the design as early as I could well before close of business on Friday with Kamo so I fail to see if the problem was on my end relating to the delay in the cards. On Monday morning around 8am we phoned the receptionist to enquire as to the status of the cards as we were on the way to pick them up, she advised that Bongani was with a client and not in office but that she would find out from him about our cards. Now surely if you knew a client was expecting their cards at 9am that morning, the priority would be to sort out those cards as efficiently and impeccably as possible before their arrival? Or is your next sale more important than retaining the current one? She did not call us back to give feedback. We had to phone in again on the way to find out what’s going on.

We even arrived a little after 9am to collect the cards and to our surprise they weren’t even ready! Not to mention that I had my father with me who is a man of little patience especially when it comes to staying on a schedule. He became increasingly frustrated as the minutes droned on without any confirmation as to the delay in the card finalization. The other factor was that we had the food for the event in our car! Now I have no qualms with Bongani or the receptionist as people, they seem quite nice actually but as someone who worked as a complaint specialist for FNB, I take offence at unsatisfactory customer service. There is a rhythm to these things in every industry, whether there’s a fault or not, the resolution is all that matters. We, unfortunately in this case, did not receive an adequate resolution to this unsatisfactory experience. Please refer to below pictures my dad took of the time we left the office vs the mission statement of your company: Look at that! We only left at 10:25am, almost an hour & half away from the assured time! Plus the event starts at 11am! This was also due to the receptionist being unable to find the invoice so that we could pay for the cards while we waited to minimize atleast an inch of the time we had left. WHY couldn’t she find it? We also needed time to go to sandton to pick up a banner for the event. Yes Bongani did advise to go pick up the banner in the mean time BUT my father would not have it, he resolved to wait there for the cards that should have been already been packaged. You can see our annoyance & extreme disappoint now, yes? So IF the time could NOT be met, the sales consultant should have advised us accordingly to ensure our expectations were more adequately aligned with the delivery received. Remember, we could have waited, chosen another company to do our business cards but I advised the CEO to go with Your Company based on the reassurance of the said consultant regarding a 24hr express service. For future reference, the repetition of the phrase” I understand” does little if not anything to calm a disgruntled customer. What would’ve mattered more was a apology & finite reason for the delay while taking responsibility for the situation.

Service Delivery Failure If you look at the attached email thread with the Graphic Designer you’ll see that I exceedingly ensured to specify that “Vannessa naidu {cards}: all the writing on both front & back is that shade of purple they chose.” However if you refer to the below image you will see that this requirement was NOT met on Vannessa Naidu’s cards: I even called to ensure that I mentioned that the CEO’s cards needed to have all in that shade of purple our marketing director curated for us. Branding is very important to us! It is imperative that we adhere to the marketing strategy & mission statement we have all planned out to encourage the success of our company. Now I am truly upset that this design requirement was not expressly ensured after I went through the extra leg of calling the designer to mention it. Now we have 500 cards {minus the ones we had no choice but to give to clients at the event who wanted them} that have the wrong coloring! You can see our annoyance & extreme disappoint now, yes?

Now I understand that this was by no means a Large order, in the sense of what you’re accustomed to, but that is no excuse for this Unsatisfactory Experience & Service Delivery Failure! Is doesn’t matter if it’s One card or 500 000 cards are ordered, there should be a level of service excellence expressed & maintained between you and the client in all manner of dealings from inception to completion. We have received it at inception but then there was no follow through from your company.

Resolution: This section & decision is now left to you. You can be rest assured, at the very least, we want a refund for the above mentioned Incorrectly printed cards. My recommendation is that you resolve to mend this bridge between your company & ours, especially noting the potential business relationship we could mutually benefit from as our companies endeavour to grow & expand. We’re an accounting firm, meaning we potentially deal with an influx of a variety of clients, especially during tax season. Professionals always need business cards & we could have wholeheartedly & enthusiastically recommended you. However that’s all lost if no resolution is reached between us in an efficient & agreeable manner!

NB: THIS WAS LOGGED ON HELLO PETER BECAUSE THEY FAILED TO RESPOND OR EVEN ACKNOWLEDGE THE EMAIL COMPLAINT I SENT THREE DAYS AGO!