before i start i just have to say one thing - THANK YOU!!!!!!!!!! for opening up this subject.
we have been a printable customer for approximately 4+ years now. we have run into nothing but walls when it comes to tech support and customer service. we recently kept our contract going w/ them w/ the understanding that support would be improved and the response time would be much quicker. again - this is PAID support. that was blown right out of the water pretty much immediatly when i arrived back from the training in january. where to begin - i have read alot of the reponses to this subject and pretty much hits the nail right on the head and mirrors the situations we've encountered. we've had an on going tax-issue that has lasted about 6 months now. this is always fun because it ultimately results in our company losing the $$ on tax not being applied correctly to orders placec. first printable told us it was because the user was adding additional items to their cart after they already created it, then we were told that it was because the user typed in USA and not U.S.A. w/ the periods. either way, printable has not corrected this problem nor have we been given a 100% certain answer on how we can prevent this from happening. i have had instances where i have emailed support on time-sensitive issues. i included all the necessary information and waited for a response as we kept one of our largest PrintOne's at bay for as long as possible. finally, a couple weeks go by, we email again and support had no record of even receiving these emails. we then forward the original email back to them and end up w/ half-hearted answer that basically implied we were in the wrong. when i arrived back from training in january, i was told about this forum. i was told to go crazy w/ it, post questions, read others etc. and if the users don't respond to a posting-don't worry, that it was monitored on a regular basis by people at printable in both san dieago and chicago and that they would answer your question. i had posted numerous questions w/ problems i was having and there were no reponses. we were assigned a new CPM down the road (after numerous complaints of no responses and a conference call w/ them) and when i questioned why printable didn't respond - i was told that it is NOT monitored. totally conflicting what i was previously informed of. there are many many many more instances that i could record here. but i think i've gotten my point across. the lack of communication from printable when it comes to support and their slow response time has put myself, my supervisor and our company in very tricky predicaments w/ alot of our PrintOne's that are expecting answers from us. some of them we have come close to losing but thankfully, my supervisor and i put our heads together and stayed up around the clock and pulled the answer from somewhere i'd rather not mention and figured things out on our own. printable's product in itself is great. there are endless features and ways to set up sites for our customers. our new CPM has also been great. he is new and really seems to be doing the best w/ what is in front of him to help us out. if they could bring their support, customer service and response time up to a fraction of the quality of their product, i think alot of us would be much happier than we are now and be confident that we are getting what we have paid for. -Heather Wills The Artcraft Company North Attleboro, MA -- Users of FusionPro Desktop have unlimited free email support. Contact Printable Support at [EMAIL PROTECTED] -- View FusionPro Knowledge Base, FusionPro Samples at www.printable.com/vdp/desktop.htm -- You are currently subscribed to fusionpro as: [EMAIL PROTECTED] To unsubscribe send a blank email to [EMAIL PROTECTED] -- -- Note: All e-mail sent to or from this address will be received or otherwise recorded by the e-mail recipients of this forum. It is subject to archival, monitoring or review by, and/or disclosure to someone other than the recipient. Our privacy policy is posted on www.printplanet.com --
