Print order help

jthomas

I have been trying to get some help with an unsatisfactory print. I sent an e-mail query at 7:37 EST on the 8th (responding to a late night mail from Steve C.), but I have gotten to response.

Can someone please check this out?

Thanks.

Andy

What order#? Please write our Support Heroes again with the order # we'll reply from the help desk thanks.

jthomas

I have now gotten a reply. Thanks.

jthomas

Thanks, Andy, for you quick response to my post. However, I think my problem provides a small lesson for the Smugmug responders.

I had ordered both a lustre and a canvas print in 16 x 20. The lustre print arrived quite quickly and I immediately saw that it was unsatisfactory. It was partially my fault, of course.

I quickly emailed Smugmug support and asked if the canvas print order could still be cancelled. I got a fairly prompt and curteous response saying that it was too late to cancel the canvas order, and reminding me of your generous guarantee. The responder also inquired about my objections to the lustre print. I explained what they were and said I would wait for the canvas to arrive before pursuing it further.

Early the next morning (8 Dec) I had an e-mail from another Smugmug responder saying he knew just what the problem was, he had fixed it and posted his fix for me to see, and had already ordered replacement prints.

One look at his correction convinced me that he was going in the wrong direction, and that the replacements would be even more unsatisfactory. I immediately responded asking him to cancel the order. Neither he nor anyone at Smugmug responded until my post this evening.

While I applaud Smugmug's responsiveness and zeal to satisfy a customer, I really wish that I had been given an opportunity to view the correction before a new order was placed. We now have a second set of unsatisfactory prints on the way!

I am sure that this will eventually be resolved to my satisfaction, but perhaps we all have something to learn from this episode.

Andy

Thanks for the feedback - I'm on it.