Alltime Print.com, Inc. not willing to replace defective products richardson, Texas
I've worked with All Time Print on two different orders which were placed with-in a few weeks of each other. Orders numbers are: 33147 placed on 6/3/2011 and 33196 placed on 6/19/2011. Both orders were very similar in request which was creating a type of 'loyalty card' for my customers. one of the orders (33147) is experiencing a quality problem and the numbers are rubbing off through normal use. The other order is just fine. I initially emailed All time print regarding this issue on 8/2/11, exactly 4 months ago. This was the initial response i received, confirming the issue i was experiencing:
"Hi Brett,I am sorry to hear that. It seems to be an issue lately. Let me check with my print department to see what we can do for you, and I will get back to you as soon as I can.
Thanks,
Lori Flores
Designer/Account Executive
AllTimePrint
Direct: 972-744-0029
Toll: 800-818-0688 ext. 1"
Then sometime later they asked me to send (5) individual and unique samples showing the issue. I complied and since then I've had no response other than they will get back to me. They offered a 15% discount to reprint the defective cards which will still cost me close to $1,000 for a quality issue.
I've called and emailed more than a dozen times attempting to resolve this issue. The only response i get is that the manager and owner are both out of the country and will get back to me regarding this issue. In the meantime 4 months has passed and I'm continuing to lose credibility with my customers.
This product is an integral part of my business and I cannot afford to have this issue unresolved any longer.
1 Updates & Rebuttals
CR123
Lewisville,Texas,
United States of America
Happy Ex-Employee
#2UPDATE EX-employee responds
Tue, April 10, 2012
Hi Brett,
I came across this page while doing a Google research for All Time Print information for my resume. First off, I would like to say how sorry I am that All Time Print has not resolved your issues. I am an ex-employee and I would like to say that once your order is taken, it's out of the employee's hands. The job is then sent to the production plant in China, and the customer's order is shipped direct, or repackaged in the US office before shipping to the customer. If there are any problems with your order it is up to the owner, who lives in China, whether the orders are reprinted or discounted.
The orders seem to be hit or miss. The products with issues will only be fixed if the owner can still cut a profit. If money will be lost on the order in order to make things right, chances are the issue won't be corrected. It seemed to be a daily occurrence to have an upset customer, and as much as I tried to help them, I could never resolve the issue.
Employees of All Time Print are encouraged to lie and fool the customers. We are not given any information on order statuses, and when we do get them it's at the cost of time. Since there is a big time difference between here and China, answers take a minimum of one day to receive. If the request is looked over, then the answer is given in two days. Not only do we perform "customer service," we are also in charge of customer support and sales. All Time Print has a max of 2-3 employees. If that invoice or proof took awhile to receive, it's because there is only 1 person working for you.
I am an ex-employee because lying to customers and playing the role of supervisor for the "sister" company while using a different name, is not in my nature. I like to help people the way customer service should be. I quit All Time Print in early August 2011, and am now working at a printing company with values listed on their website that include Honesty and Respect. I hope you decide against All Time Print in the future for your loyalty card needs.
I would suggest printingforless.com for future printing. I have ordered plastic cards from them before for something personal, and their customer service is great. Plus, they're in the USA. By the way, the "sister" company I mentioned before is Plastic Card Monster. If you hate All Time Print, Plastic Card Monster is the exact same company with different prices.
Brett, I wish you well with your business and I hope you are able to regain and grow your customer base. Again, I am sorry you had to have this bad experience. I wish you luck!
Lori Flores