From a shop owner, Steven Farag from Campus Ink’s perspective…
Our company, Campus Ink, is primarily a screen printing and embroidery shop that produces everything in-house. I recently began venturing into promotional products and was appalled at how antiquated these companies operate. Customer service and speed is not their concern.
I’ll write about a specific experience that I had where I placed in order using SAGE’s portal, which essentially sends a PO right to the company. They receive the order, but then they have to send new customer paperwork. I download the PDF, fill it out electronically and send it back.
They reply and let me know that e-signing is not allowed and that I would have to physically sign it. I scan in my signature, place it on the PDF and send it back. They respond that it has to be faxed to them…
I use my fax machine for the first time this year and send it over to them.
I then follow up with an email requesting that they received it (to be honest, I’m not great with fax machines). I receive no response.
Two days go by and I send a follow-up. I just want my order to go properly. A lack of communication worries me. Nothing back.
I pick up my phone and call. I ask them to look into my order. They let me know that my new customer account is still being set up. It can take anywhere between 5-7 days to be set up, and then they can start processing the order. I let them know that these orders are time sensitive and I would appreciate if we could expedite the “new customer process” since I am pre-paying with a credit card.
They let me know there is nothing they can do. I ask to speak to the person in charge of new accounts. They are not allowed to take phone calls. I ask them why. They said those are the rules: you can email them. I let them know I have sent two emails and received no response.
Silence ensues.
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