In the Forums

Register

Today's Posts

Search


Get the Weekly
Inkling
newsletter





Previous Issues

Get Social

Like Splitcoaststampers on Facebook Follow Splitcoaststampers on Twitter Watch Splitcoaststampers Videos on YouTube

Sponsored Ads


 
Splitcoaststampers.com - the world's #1 papercrafting community
You're currently viewing Splitcoaststampers as a GUEST. We pride ourselves on being great hosts, but guests have limited access to some of our incredible artwork, our lively forums and other super cool features of the site! You can join our incredible papercrafting community at NO COST. So what are you waiting for?

Join the party at Splitcoaststampers today!

Reply
 
LinkBack Thread Tools Search this Thread Display Modes
Old 07-27-2012, 09:30 AM   #1
Rubber Obsessor
 
Join Date: Oct 2004
Posts: 151
Default PTI's Newest "Policy"

There have been a few exchange issues reported by PTI customers. Per a message board post by Nichole on 7/27/12, PTI has to test "defective" merchandise before issuing an exchange.


Quote:
We issue full refunds on opened/used merchandise if it is indeed defective. Whether or not the item is defective will need to be confirmed by customer service before the refund is made to prevent abuse of the policy. If you feel that any of the products you have purchased are defective or you have additional questions about the return policy, you can contact customer service directly.
When you return an item to PTI, if "customer service" doesn't feel that an item is defective, then PTI returns that same item back to you and you are out of luck.

There was a post of someone who returned a die (large cover plate die, I believe) to PTI because it would not cut in her machine. Julie "tested" the die and told the customer it worked just fine and returned the same die back to the customer.

Now with the new ink debacle brewing, someone returned two ink pads (Spring moss and Raspberry fizz). Below is the exchange between the customer and customer service (who was probably Julie - one of the OWNERS) said:

Quote:
I have tested the ink you returned and agree that the Spring Moss didn't hold its color but the Raspberry Fizz that you returned has held its color perfectly. I can offer you a refund for the Spring Moss but will be returning the Raspberry Fizz as it is the right color.

I reopened the ticket, asked not to return the Raspberry fizz, as it does fade quite a bit and the tone is more in the Hibiscus burst family than Raspberry fizz.

She waited a few weeks to see if it would fade more, but in her opinion "The color still matches the Raspberry Fizz cardstock. I will send it back to you tomorrow."
Customers who order from PTI, have no recourse. Julie, promptly closes customer service tickets, whether or not a problem is resolved. Her response to a customer asking why she does this when the issue is still open was "if I kept all the tickets open, I'd never make any progress".

Now it makes sense why all the customer service emails were deleted without a second thought!

My reason for posting this is because I firmly believe customers need to know who they are dealing with when they order online. A lot of people search for company reviews before buying and new customers need to be fully aware of how PTI conducts business before they buy from them.

In exchange for great products, this is the kindo of "customer service" people get.

Ami
mzza111 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 09:40 AM   #2
Die Cut Diva
 
cat_woman's Avatar
 
Join Date: Jan 2008
Location: Alberta, Canada
Posts: 3,366
Default

I am so glad I have never ordered from this company and after seeing how they treat their customers, I never will. Unbelievable!
cat_woman is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 10:24 AM   #3
Glitter Guru
 
Join Date: Dec 2003
Location: Maryland
Posts: 7,013
Default

I've been reading all the various PTI threads for awhile now, and it's such a shame the company is doing what they're doing because they really have great designs and their design team's creations are amazing. Really wish the company would get a clue on how to run a business. There are so many of their stamps and dies I want to get but won't until their customer service issues turn around.
geogymnast82 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 11:09 AM   #4
Pearl-ExPert
 
Join Date: Nov 2009
Location: Sambro, Nova Scotia
Posts: 2,098
Default

They keep digging themselves into a deep hole. I wonder how long it will be before they crash and burn for good and go under. I saw a posting on another thread about a button order that went smoothly with no issues. I was hoping this would be the start of some good news. That's too bad. In this poor economy, you'd think a company would bend over backwards to please (and keep) a customer. This company seems to thrive on alienating people. I just don't get it.
__________________
Leslie Harnish
Sambro, Nova Scotia
Canada
lharnish is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 11:22 AM   #5
Rubber Obsessor
 
Join Date: Oct 2004
Posts: 151
Default

Quote:
Originally Posted by lharnish View Post
In this poor economy, you'd think a company would bend over backwards to please (and keep) a customer.
Not even close! Julie, one of the owners, replied to a customer with this gem:

Quote:
If you do not agree, I completely understand and realize we may not be the right company for you.
Here's the full story:

Message Boards - "Am I being a overly sensitive scrapbooger? (venting)" - General Scrappin' - Two Peas In A Bucket


Ami
mzza111 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 04:24 PM   #6
Pearl-ExPert
 
Join Date: Nov 2009
Location: Sambro, Nova Scotia
Posts: 2,098
Default

Quote:
Originally Posted by mzza111 View Post
Not even close! Julie, one of the owners, replied to a customer with this gem:



Here's the full story:

Message Boards - "Am I being a overly sensitive scrapbooger? (venting)" - General Scrappin' - Two Peas In A Bucket


Ami
Absolutely unbelievable. What is even more unbelievable is that they are still in business. I'd almost be tempted to set up a betting pool to gamble on the date they end up folding. I could make a lot of money to spend at their competitor
__________________
Leslie Harnish
Sambro, Nova Scotia
Canada
lharnish is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 04:55 PM   #7
Die Cut Diva
 
Join Date: Jan 2010
Location: Wisconsin
Posts: 3,528
Default

Wow This is atrocious !

I realize there are a "tiny " number of people who will try to rip off a refund policy, but is it worth making 99.9% of the loyal customers feel like thieves when they are unhappy with a product ?
What are they thinking over there or ARE they thinking?
__________________
"I have not failed . I've just found 10,000 ways that won't work" --Thomas A. Edison
Barbara Jay is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 04:58 PM   #8
Polyshrink Goddess
 
Join Date: Mar 2005
Location: metro Detroit
Posts: 565
Default

They need to confirm it to prevent abuse of this policy?? Are they kidding? Who wants to go to the trouble of contacting them, packing up the item, mailing it back at your own expense and then waiting around? It just keeps getting worse and worse with them, so glad I never ordered anything. Just who is abusing this?
__________________
Kathy :)
maxiesmom is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-27-2012, 05:30 PM   #9
Hardware Hotshot
 
SkyNacho's Avatar
 
Join Date: Mar 2009
Posts: 4,018
Default

Quote:
Originally Posted by mzza111 View Post
There was a post of someone who returned a die (large cover plate die, I believe) to PTI because it would not cut in her machine. Julie "tested" the die and told the customer it worked just fine and returned the same die back to the customer.
I almost kinda get testing ink. (Almost.) But I read about the cover plate and was just totally dumbfounded, considering someone from PTI (pretty sure I'd found a post of Dawn's, thought Nichole had posted but couldn't find one) will tell you "Oh, all machines are calibrated differently, you might have to try a few different adjustments to get it right for your machine."

Well, if that's gonna be your party line, that all machines are different, you CANNOT USE YOUR DIFFERENTLY CALIBRATED MACHINE to test customers' allegedly defective dies.

That's like saying "I know you said you can't see our website in IE. But it's fine in Chrome, so what's your problem again?"
__________________
Emily/SkyNacho ... This blog is Useless Without Pictures.
SkyNacho is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-28-2012, 05:20 AM   #10
Mad Swapper
 
Join Date: Oct 2008
Posts: 1,983
Default

I get testing the ink in a way, but how long are they waiting? If a customer says it fades after three days are they stamping once and then saying its fine or are they waiting and recomparing?

I have ink I bought and haven't tried yet, guess I better get on that
pasco is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-28-2012, 11:44 AM   #11
Insane Embellisher
 
Mrs.Q's Avatar
 
Join Date: Aug 2006
Location: In the good ole' U.S. of A.!
Posts: 978
Default

How do you change the calibration of your machine? And how do you know you need to change it if everything else fits fine except for the one item?
Mrs.Q is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-28-2012, 12:47 PM   #12
Die Cut Diva
 
*Alice*'s Avatar
 
Join Date: Apr 2007
Location: *Wonderland*
Posts: 3,330
Default

All I want to do is order card stock from them since the quality is great and the colors so vibrant, but hearing all the issues, including that card stock arrives with bent corners and that is considered not an issue for them, I am inclined to find some other companies to supplement my card stock supply. With a new policy like this defective policy, I have no interest in ordering at all. I agree, the whole keeps getting bigger and deeper for them. And I'm curious too when they will have gone too far to keep any customers.
__________________
*Alice*
All science is either physics or stamp collecting. -Lord Kelvin
*Alice* is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-28-2012, 04:17 PM   #13
Rubber Obsessor
 
Join Date: Apr 2008
Location: Illinois
Posts: 104
Default

I've never had any PTI cardstock arrive with bent corners. I've read that it has happened to some, but I personally have never had that problem, and I have every color/kind they sell.
moodyblue is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-28-2012, 04:34 PM   #14
Hardware Hotshot
 
SkyNacho's Avatar
 
Join Date: Mar 2009
Posts: 4,018
Default

Quote:
Originally Posted by Mrs.Q View Post
How do you change the calibration of your machine? And how do you know you need to change it if everything else fits fine except for the one item?
You know you need to change it if the die doesn't cut or if the "sandwich" doesn't go through the machine (you shouldn't be forcing it or you might break it). You don't adjust the machine itself.

If the sandwich is too thick, you adjust by removing parts of the sandwich or changing them (on the cuttlebug, an ABB plate combo is smaller/thinner than an ABC plate combo).

If the sandwich is too thin and the die doesn't cut, you have to add something to make it thicker. Some people use the metal shim. Some people use pieces of cardstock. We're talking fractions of millimeters here, but it's enough to throw off the physics of the cutting process.
__________________
Emily/SkyNacho ... This blog is Useless Without Pictures.
SkyNacho is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-28-2012, 11:15 PM   #15
Pearl-ExPert
 
Pendant23's Avatar
 
Join Date: Jun 2004
Location: Tampa, Florida
Posts: 2,444
Default

Quote:
Originally Posted by *Alice* View Post
All I want to do is order card stock from them since the quality is great and the colors so vibrant, but hearing all the issues, including that card stock arrives with bent corners and that is considered not an issue for them, I am inclined to find some other companies to supplement my card stock supply. With a new policy like this defective policy, I have no interest in ordering at all. I agree, the whole keeps getting bigger and deeper for them. And I'm curious too when they will have gone too far to keep any customers.
I want ONE stamp set. I won't order it because I won't pay their shipping for such a small item. I won't buy more because of the reported shipping problems. Now, I won't buy any because if I have a problem, it will just cost more. That's why I have an eBay alert set up for the stamp set.
__________________
Shawn
See Some of my work!

My new favorite site...
My Create, Ink -- COLOR LAB
Pendant23 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 01:10 AM   #16
Die Cut Diva
 
Allistamps123's Avatar
 
Join Date: Mar 2008
Location: along the bluffs of the Mississippi River
Posts: 3,075
Default

There has been some PTI products I'd love to have but with all the problems and poor service I won't order. I just don't understand their attitude. Their customer service comes across as arrogant to me. It says to me they don't really need my business and they don't get my business for that reason!

I did score two sets at a rummage sale and one was a set I'd had my eye on. Now that was good luck!
__________________
All I want is the chance to prove money won't make me happy!

Last edited by Allistamps123; 07-29-2012 at 01:16 AM..
Allistamps123 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 05:27 AM   #17
Creative Crew SU Design Team
 
binkiemonstermom's Avatar
 
Join Date: Feb 2011
Posts: 2,004
Default

Shame. I think they have some good products but their approach to customer service sure is unusual!!!!
binkiemonstermom is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 07:26 AM   #18
Die Cut Diva
 
Makalah's Avatar
 
Join Date: Feb 2008
Location: Madison, WI
Posts: 3,537
Default

they have a fairly active buy/sell forum on their message boards. Try posting an ISO for your wish list and someone may pull through.

I'm glad I didn't order on Saturday, as much as I liked the free set, I like not supporting bad customer service. Will likely must go the used route for sets and dies (avoiding ink, impression posted, coverplate dies, and I like su paper.)
Makalah is online now  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 08:21 AM   #19
Glitter Queen
 
Join Date: Feb 2011
Posts: 13
Default

Ugh i just placed a large (well to me) order ($105) anyway it says shipped 6 days ago priority mail...yet it still wont track Hopefully they get their act together because I do love their designs. It is my first order with them.
ericasu8 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 10:21 AM   #20
Pearl-ExPert
 
Join Date: Nov 2009
Location: Sambro, Nova Scotia
Posts: 2,098
Default

Quote:
Originally Posted by *Alice* View Post
All I want to do is order card stock from them since the quality is great and the colors so vibrant, but hearing all the issues, including that card stock arrives with bent corners and that is considered not an issue for them, I am inclined to find some other companies to supplement my card stock supply. With a new policy like this defective policy, I have no interest in ordering at all. I agree, the whole keeps getting bigger and deeper for them. And I'm curious too when they will have gone too far to keep any customers.
Before all these issues started arising, my mom wanted to order some of their card stock to try. Then we learned about the exorbitant shipping fees for Canada. My mom has since switched to Gina K's card stock and we are in love. You might want try theirs .... superior quality and superior customer service guaranteed!
__________________
Leslie Harnish
Sambro, Nova Scotia
Canada
lharnish is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 11:32 AM   #21
Matboard Maniac
 
birdieluver's Avatar
 
Join Date: Jan 2012
Location: Eureka Springs, AR
Posts: 210
Default

Quote:
Originally Posted by lharnish View Post
Before all these issues started arising, my mom wanted to order some of their card stock to try. Then we learned about the exorbitant shipping fees for Canada. My mom has since switched to Gina K's card stock and we are in love. You might want try theirs .... superior quality and superior customer service guaranteed!
Does anyone know if Gina K has a cardstock the same or very close to PTI's Rustic Cream? I've looked at her website but don't see anything that is like that.

Terry
birdieluver is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-29-2012, 12:02 PM   #22
Hardware Hotshot
 
SkyNacho's Avatar
 
Join Date: Mar 2009
Posts: 4,018
Default

Quote:
Originally Posted by ericasu8 View Post
Ugh i just placed a large (well to me) order ($105) anyway it says shipped 6 days ago priority mail...yet it still wont track Hopefully they get their act together because I do love their designs. It is my first order with them.
If it doesn't track, it probably means they have only printed the label, but have neither packed nor shipped your package.

Some people will get their packages with no update to the tracking, but I believe most people's experience is that as soon as the post office actually gets its hands on it, the updates will happen and delivery is pretty quick.
__________________
Emily/SkyNacho ... This blog is Useless Without Pictures.
SkyNacho is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Old 07-31-2012, 06:50 PM   #23
Glitter Queen
 
Join Date: Feb 2011
Posts: 13
Default

I did finally get my package and i have to say i am quite happy with everthing. The cardstock was packaged perfectly as was everything else. I would buy from them again.
ericasu8 is offline  
Tweet this Post! Share on Facebook Reddit!! Pin on Pinterest! Share on Google+!
Reply With Quote
Reply





Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On
Trackbacks are On
Pingbacks are On
Refbacks are Off