Have a customer who wants a reprint, how do I do that?

beline

She was unhappy with a print, wants another (red eye). I have fixed the red eye, and will upload a replacement. But how do I go about sending a reprint at no cost (this is covered in the gaurentee, right?).

Thanks.

Allen

beline wrote:

She was unhappy with a print, wants another (red eye). I have fixed the red eye, and will upload a replacement. But how do I go about sending a reprint at no cost (this is covered in the gaurentee, right?).

Thanks.

The help desk will take care of it, send them an email.

StephaneB

beline wrote:

She was unhappy with a print, wants another (red eye). I have fixed the red eye, and will upload a replacement. But how do I go about sending a reprint at no cost (this is covered in the gaurentee, right?).

Thanks.

So, let me rephrase so I understand correctly: you sold a print, your customer does not like it because of the red eye and no other reason and you expect SmugMug to pay for the replacement print? Is that right?

What could have SmugMug done about that red eye? What fault was on SmugMug side?

This looks like banking on the fact it would be more expensive for SmugMug to debate the problem than just send another print.

Now, if your customer had ordered a thousand of them, I wonder what would have happened.

Sorry about the rant tone, but I am truly amazed at your thinking process, here.

ivar

Beline,

Email me at the helpdesk with the request, the order number and a link to the new photo, and we'll make sure she gets a new print. All part of our guarantee

StephaneB wrote:

So, let me rephrase so I understand correctly: you sold a print, your customer does not like it because of the red eye and no other reason and you expect SmugMug to pay for the replacement print? Is that right?

Yep, we'll make sure his customer gets a new print. All part of our guarantee

Andy

StephaneB wrote:

Now, if your customer had ordered a thousand of them, I wonder what would have happened.

We would have fixed the redeye, professionally (I'd do it myself, by hand). And then we would have reprinted 1000 prints. No charge, for the service, or the reprints.

Our Guarantee knows no limits or bounds. We simply do what's right for our customers, our pros, and our pro customers. No questions asked, no hassles, no worries

StephaneB

Andy wrote:

We would have fixed the redeye, professionally (I'd do it myself, by hand). And then we would have reprinted 1000 prints. No charge, for the service, or the reprints.

Our Guarantee knows no limits or bounds. We simply do what's right for our customers, our pros, and our pro customers. No questions asked, no hassles, no worries

Wow!

:jawdrop

DJ-S1

StephaneB wrote:

Wow!

:jawdrop

Believe it. SmugMug rocks!

MichaelKirk

...and THIS is why SM gets such excellent reviews.
I read probably every day people asking about different hosting sites and the comment that stands out so often - is if you want the BEST customer service - SM is the place to be. Sure other sites offer some additional bells and whistles currently over SM (which I am certain SM is working on adding in the near future), but NO ONE comes close to the CS offered at SM.

This is a case that I would have paid for the reprint myself and never thought to contact SM for a reprint of my mistake - Go Figure
Oh and this is the perfect reason to have a delay set on you print orders - to fix these PRIOR to oking the order to ship.

Michael

Andy wrote:

We would have fixed the redeye, professionally (I'd do it myself, by hand). And then we would have reprinted 1000 prints. No charge, for the service, or the reprints.

Our Guarantee knows no limits or bounds. We simply do what's right for our customers, our pros, and our pro customers. No questions asked, no hassles, no worries

CoryJenks

Andy wrote:

We would have fixed the redeye, professionally (I'd do it myself, by hand). And then we would have reprinted 1000 prints. No charge, for the service, or the reprints.

Our Guarantee knows no limits or bounds. We simply do what's right for our customers, our pros, and our pro customers. No questions asked, no hassles, no worries

Excellent!

laslo

MichaelKirk wrote:

I read probably every day people asking about different hosting sites and the comment that stands out so often - is if you want the BEST customer service - SM is the place to be. Sure other sites offer some additional bells and whistles currently over SM (which I am certain SM is working on adding in the near future), but NO ONE comes close to the CS offered at SM.

This is a case that I would have paid for the reprint myself and never thought to contact SM for a reprint of my mistake - Go Figure
Oh and this is the perfect reason to have a delay set on you print orders - to fix these PRIOR to oking the order to ship.

Michael

I fully agree!! Great customer service. I very much appreciate that when one of my customers has a question and I can depend on SmugMug to quickly help me. Also have received quite a few comments about how nice the final prints are.