Signazon - Signazon.com Said they would redo incorrect order free of charge, then charged my bank card a second time Dallas, Texas
On 12/14/2009 I went to the office of Signazon to have to rear window decals made for my two vehicles. I brought with me the graphics they were to use.
While I was there one of their employees took measurements of the rear window of the one vehicles that I drove to Signazon that was to get one of the rear window decals. I told the employee to make the second decal the same size but to make the graphic in the decal a smaller size, giving them that dimension, which was 33x12. They charged me $177.64 to create these two decals and I used my bank card to pay for this service.
When I got home later that day, they had sent me an email claiming that the graphic I had given them was not usable, even though they had looked at it earlier that day while I was there and said it would be just fine. They asked me to supply a better quality graphic which it did.
(url of picture of the graphic is www.silverliningideas.com/images/windowdecal1.jpg )
When the decals were done I went to pick them up and found that they had left off part of the lettering. This was partially my fault because when they asked me to re-create a better quality graphic, I left that out. Their quality control person failed to compare the two graphics and ask about the difference. When I brought up this lettering problem, they wanted me to buy lettering to go on top of the decal after the decal was on my cars or pay for a whole new set of rear window decals. They did offer to give a 20% discount if I decided to pay to redo the order. At the time I elected for them to create the missing lettering.
When I got home and went to start applying the decals to the cars, I realized that they had made the decals the wrong size, they were made too small.
Pictures of original incorrect decals on car http://www.flickr.com/photos/stevecphotos/sets/72157623090902718/
I then wrote to them that these were made incorrectly and they asked for pictures as proof. I supplied all that.
On 12/19/2009, I recieved the following email from Signazon stating that they would redo the decals at no cost to me...
*****
Dear Mr. Cobb,
Your support claim for Order #406592, Size 16"x46" and Quantity 1 and size 14"x34" and quantity 1 has been received. I am so sorry that you weren't pleased with your purchase.
We have investigated your claim and have determined that the signs were printed incorrectly. We will reprint your signs for free.
However, we need you to provide more information before the reprint order can be placed; we will need you to measure your vehicles for us to obtain the proper measurements for your rear window graphics. We have created a pdf file that is attached to assist you in measuring your vehicles and designing your file to fit so that we can be sure your graphics are perfect when they arrive to you. The measurements we will need are top width, bottom width, side height and middle height for each vehicle.
Please respond with this information and the print ready designed file at your earliest convenience and we will reproduce the rear window graphics and ship them to you as soon as possible.
Once again, we are so sorry for any inconvenience.
We strive for excellence at Signazon.com, and we want to make sure that you are always happy with your purchases.
Thank you.
Support Claims
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On 12/21/09, I sent them proper measurements and graphics as they requested in the email above.
On 12/23/09 I received the corrected decals and they were made as they were suppose to have been done the first time.
On 12/26/09 I was checking my bank account and found that Signazon had charged my account for $104.67 on 12/23/09 without my permission or knowledge of any possible charges. They had reused the information previously given to them from the previous purchase. They did this without informing me that they were going to do this or why they did it.
When I contacted them concerning this matter they sent me the following email
*****
Good Evening Mr. Cobb,
We are sorry for the inconvenience.
We understand you would like to know why there was an additional charge of $104.67 on your account; we have attached an itemized invoice to show the charges for your replacement order. The initial order measurements were different than those in your replacement order; the charge on your account is the difference in cost. We are happy to refund 25% of that charge for the inconvenience.
Once again, we apologize for any inconvenience.
Thank you.
Support Department
*****
They are now claiming that one of the decals was of a larger size and this was the difference due.
Well of course it was a different size. As was pointed out to them in the original claim/complaint, they had made this decal to the wrong size. Again, they screwed up and charged me for the incorrect size. Not my problem. They gave me a quote for the work and now because their people miss-measured, they dont want to honor that price quote nor the email that states that they will do all this at no charge to me.
2 Updates & Rebuttals
Signazon.com Support
Dallas,Texas,
United States of America
Customer happy with Signazon.com
#3UPDATE Employee
Wed, December 30, 2009
The client placed his order in person on December 14th after having difficulty uploading and designing his rear window graphic with our online designer. When he arrived one of our customer service representatives took measurements of the clients vehicle and assisted him in placing an order for his and his wifes vehicle.
The customers design was uploaded as a jpeg file from a usb drive. The customer completed his order with us, approved it and we prepared the files for production. Once blown up to the actual print size, the jpeg quality was poor so our office contacted the client for a higher resolution version and the client redesigned and sent the file the following day. When we received his redesigned file we sent the order to production immediately, making them ready for pickup the same day he provided his design.
When the customer arrived to pick up his signs on Dec 16th, he advised us that his signs did not have lettering over part of his rear window graphic that hed had in his original design. We would have reprinted it for free-of-charge if the design file had been designed by our staff. Since it was not designed by us we offered a 20% discount on a reprint.
Once the customer arrived home he attempted to apply his graphics and they would not fit his vehicles, and after investigation of the claim by our support department the client was notified that his signs were approved to be reprinted for free. Considering the holiday season and our staff shortages, we did everything we could to get his designs reprinted and shipped as quickly as possible shipping out on the 21st. The client received his replacement graphics on Dec 24, as evidenced by the last photograph pictured by the client at the correct size, the graphic looks fantastic, just as the customer designed at the correct size.
We have refunded the disputed charge and the client is pleased with the resolution on Dec 30th. Unfortunately the holiday season and short staff didnt allow us to respond on the customers time table. At Signazon.com we try to make sure each and every customer is happy. With our diligence in resolving this issue we hope that we have earned back this customer and hope to earn the business of each and everyone reading this. We offer the very best quality signs at low prices. We stand by our products with great customer service, just order online or call us we'll take care of you!
scobb77
Little Elm,Texas,
USA
Signazon Refunding Disputed Charge
#3Author of original report
Wed, December 30, 2009
Rick, the manager of the Dallas Signazon location called me and after a pleasant conversation, they are going to refund me the disputed charge.
He also sent me the following email -
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Hi Steve!
Hope all is well and just wanted to send an email to apologize again first on the incorrect measurements, and second on the change request charge without informing your first. I completely understand where your coming from. I Assure you that we'll be changing our procedures to make sure this sort of thing doesn't happen again for any of our customers. Normally our customers go on our website where we have a system to calculate the correct dimensions of your rear window, and we failed to use that system. From now on All CSR's will be trained on how to properly measure a vehicle window and create the correct dimensions for a rear window graphic.
We always strive to make sure our customers are happy in any event, standing behind our products and service. We've taken care of the charge by refunding you the $104.67 for the differences in size. We would love to see how the products turned out for you and your wife's car. The Rear Window Graphics are really an amazing product. We get many customers calling back ordering more and telling us how immediately they have received calls for their business. I recommend parking your SUV backwards facing the most busy street near your office. This way everyone sees it. They act like little billboards where ever you go and are highly effective when it's right next to your office.
If you compare us with other local sign shops you will see that we are easily about half the cost, we give the very best quality for the very best price, and always make our customers happy. We do this because we are trying to change the way that signs are ordered, exceeding expectations, automating as much as we can and passing those savings down.
In addition to the refund I've authorized a 10% discount on any of your future orders. You can use this discount code XXXXXX on our website or for your you, your friends or family. If there is anything else I can do, don't hesitate to ask. We are growing fast, and I hope that you accept our apology and that we have earned you back as a customer!
Sincerely,
-Rick D
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So at this point I am pleased with the outcome from all of this!
Steve