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“was told...."customers don't care"”

Written on: 07/03/2012

I submitted a b&w photo to Canvas4Life for an 18x24 canvas print. The canvas was delivered promptly and nicely wrapped -- that's the positive! What I didn't like -- the outcome was so bad you could barely make out the subjects in the photo. The image I submitted was b&w, very crisp, clear and sharp. The auto detection software used during the process alerted me of any ppi issues and corrections were made. Confirmation that my photo was the right quality and correct resolution, indicated the outcome should have been satisfactory. However, it was quite the opposite on arrival. When I called the "customer happiness team", as they refer to themselves... and explained how dark the image came out, inquired about some quality control and why would they release it as such, the response I received was... "customers don't care what it looks like" and "don't care if the image is sharp"! Well, according to them I'm the 1st customer that actually expected the output to resemble my input! I submitted photos to them via email, of both what I submitted, and what I received -- I also submitted another version of the photo (full color) as an option to reprint in color. I had to follow-up with a 2nd email asking what the status was. I then received a response basically stating that they didn't think they could produce what I was "hoping for"! Really? I was just hoping that they'd produce a canvas to look like the photo I submitted - not 100x darker! Since they feel they aren't able to produce a quality product it left me with no other option than to request a credit. I was instructed to cut a 2" square in the canvas, send them a photo as proof and THEN, AND ONLY THEN would they issue a credit. All instructions have been followed... now, let's wait and see if they get this next step right! Or maybe the customer doesn't really care -- maybe we all make a purchase, don't really care what it looks like, destroy it and then not care if we get credited! Canvas4Life... seems you missed the Integrity 101 course along the way or wait, maybe it's you guys that just "don't care"!

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