You Going To Call
can tell you it's not Kinko's, because they don't want your call. Here is the story:
took on a short notice job. To
design and print an "advertising" thank you .
A non-profit organization needed an advertising insert and a large 24x36
sign to thank the financial sponsors of their event.
I took the job as it was good exposure for me and my company.
The hard part was I got the job on Friday.
The event was on Tuesday. I
had about 3 and 1/2 days to pull it together and get the job printed.
putting in over 50 hours in 3 days I had the project ready to go.
It was not easy. I had a total of 16 companies to list.
Wanting to make a good show of it, I had to recreate, or do a total touch
up of the companies logos, as I had little or no original artwork to start with. To save time, I printed the
letter size advertising inserts in-house. I had to sub-contract the color printing of the 24x36 sign.
But I did it. Monday morning everything was ready to go.
I had over 24 hours to get the sign printed and to the event.
had talked to my local Kinko's. I
was told printing, mounting, and laminating the sign was no problem. They could do it from my Corel file, and on my time line.
In fact they told my about an $80.00 poster package they had.
took the disc into them. I stayed
there to make sure everything was O.K. They
opened the file checked it out, and printed a small color proof. I gave the O. K., and was assured that I could pick up the
finished sign by 10:00 AM, Tuesday morning.
walk in at 10:00 AM to pick up the sign and drive it out to the event (about an
1&1/2 hour drive). No one knows
anything about it. Finally a woman
tells me she is the manager of the computer department.
asks me why am I coming in to pick up the sign, after all they never printed it!
told her, what do you mean you never printed it.
I need it now! My name and
reputation is on the line.
just said, well they called you last night, didn't they?
told her no, No, NO!!!!!! I was
totally dumb struck.
response was to tell me, well maybe they could not find the paperwork with my
phone number on it.
told her my name and number was on the disc holder.
stated that they might not have been able to find the disc holder.
told her it was also on the Disc!!!!!!!
said well, they should have called you. We
could not print from your file. It
told her when I left the file was fine. If
it was now corrupted, they did it.
told me no, I gave them a corrupted file.
told her no, way! I stood there
when they opened and checked the file. Also
I showed her the printed proof. I
told her if I gave them a bad file, they would not be able to open it.
Manipulate it, or print it.
then stated no, it's your file. It
is not compatible with our computer.
went on for about an hour. Time I
did not have to waste. In between
arguing with this woman I was calling every printer in the phone book and
pleading for help.
woman finally admitted it was not my file.
But Kinko's. My file was too
large for their printer buffer, so the printer could not handle the file.
was it for Kinko's. Not we're
sorry, or anything other then "Gee, they should have called you".
I left after requesting the store manager call me.
I left my home, office, and Cell phone numbers.
about feeling totally screwed! I
was now running late on delivering this sign, and it was not even printed yet.
Almost everyplace I called could not help me.
Turn around time on a project like this is 24, to 72 hours!
Not 2 or 3 hours.
I did talk to one company called Impress
(818) 999-1600) here in the Los Angeles area.
I talked to Irv and Steve, not knowing me from Adam, or ever having done
business before, these fine folks, stopped their production run, and inserted my
job. They saved my life!
Now it still took several hours to get the job done, and I still had to
jump though hoops and eat humble pie to keep my reputation alive, but thanks to
Impress, the sign was done. The
sponsors were happy, and everyone loved the work I did.
So check out this company and tell them Mike sent you
Now, back to Kinko's.
Not hearing from the store manager (or
anyone from Kinko's) on Thursday I called their customer service number. I was told that the store manager, and the area manager would
return my call that day.
On Friday in the late morning I still
had no contact from Kinko's, so I called the corporate offices.
I got the total run around. I
finally ended up in their legal department.
I was told that their attorney would have no interest in talking to me.
But if I wanted a response from a problem I had, I needed to understand
that Kinko's does not talk to customers that are unhappy or having problems.
If a customer feels the need, they should fax a letter to Kinko's,
because if it's not in writing, then there was no problem.
You know what.
That's a really good way to piss off customers and lose business.
If businesses just listen to and acknowledge upset customers they will
find out it takes a lot less to make them happy than if they give the customers
the total run around and tell them to "send a letter”.
Well Kinko's, here it is in writing.
You F$%^ Me Over on a project, cost me money and pissed me off.
Then you ignored me!
So, for now, let me tell you folks, if
your Ass is on the line, call Impress at 818-887-7095 and talk to Steve or Irv.
Tell them Mike sent you. Check
out the company’s web site at: http://www.impress1.com/
If you have an important project and
WANT IT SCREWED UP, I recommend Kinko's.
To be fair anyone can screw up. I'm not that pissed that Kinko's screwed it up.
I'm pissed that despite my efforts to talk to them, to date they have
totally blown me off for what they did. If
they ever get off their corporate ‘not our fault, we can do no wrong f- u ass
and respond to me, I will print the response for all to see
(Make BizNet my start page)
If You Entered This Page Through a Search Engine Or Any Other Framed Website Click Here To ReturnTo BizNet Online Magazine
Send mail to firstname.lastname@example.org with questions or comments about this web
Copyright © 1997 ~BizNet OnLine Magazine
Last modified: November 08, 2002