ore and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink – the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back In my humble opinion, the number one issue a company should be paying attention to is customer service. But it seems more and more that getting the sale is taking priority over making the customer happy. Below are several examples of poor service – how would your company handled each of these circumstances?

I ordered file cabinets from Staples through their on-line store and was given a specific delivery date that their trucking company would deliver. The promised day came and went with no phone call to me to let me know there was a delay. The trucking company had very specific directions to my place of business, they had my phone number and I was sitting here all day waiting for them to show up. Even though Staples was using a local delivery service that was located less than 50 miles from my place of business and had in their possession not only the correct address but also detailed directions and I am located on the corner of a main highway the driver could not locate the delivery address (have they ever heard of Map Quest???). And they didn’t bother to call for further clarification. At about 6:00pm I called Staples and was told they would deliver the next day. Now wouldn’t you think that after all this, I would be at the top of the list the next day? Not so – at 7:00pm, after waiting another whole day, the delivery was finally made. They did offer and sent a $50.00 gift certificate for my troubles but I lost two days of work (as an consultant my work rarely consists of sitting in my office) and never again will I order from Staples.

My husband ordered a specialized type of ink from Digital Art Supplies also through their on-line store. This is a company he has had dealing with before and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink – the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back (

ucking company would deliver. The promised day came and went with no phone call to me to let me know there was a delay. The trucking company had very specific directions to my place of business, they had my phone number and I was sitting here all day waiting for them to show up. Even though Staples was using a local delivery service that was located less than 50 miles from my place of business and had in their possession not only the correct address but also detailed directions and I am located on the corner of a main highway the driver could not locate the delivery address (have they ever heard of Map Quest???). And they didn’t bother to call for further clarification. At about 6:00pm I called Staples and was told they would deliver the next day. Now wouldn’t you think that after all this, I would be at the top of the list the next day? Not so – at 7:00pm, after waiting another whole day, the delivery was finally made. They did offer and sent a $50.00 gift certificate for my troubles but I lost two days of work (as an consultant my work rarely consists of sitting in my office) and never again will I order from Staples.

My husband ordered a specialized type of ink from Digital Art Supplies also through their on-line store. This is a company he has had dealing with before and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink – the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back

ly the correct address but also detailed directions and I am located on the corner of a main highway the driver could not locate the delivery address (have they ever heard of Map Quest???). And they didn’t bother to call for further clarification. At about 6:00pm I called Staples and was told they would deliver the next day. Now wouldn’t you think that after all this, I would be at the top of the list the next day? Not so – at 7:00pm, after waiting another whole day, the delivery was finally made. They did offer and sent a $50.00 gift certificate for my troubles but I lost two days of work (as an consultant my work rarely consists of sitting in my office) and never again will I order from Staples.

My husband ordered a specialized type of ink from Digital Art Supplies also through their on-line store. This is a company he has had dealing with before and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink – the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back

7:00pm, after waiting another whole day, the delivery was finally made. They did offer and sent a $50.00 gift certificate for my troubles but I lost two days of work (as an consultant my work rarely consists of sitting in my office) and never again will I order from Staples.

My husband ordered a specialized type of ink from Digital Art Supplies also through their on-line store. This is a company he has had dealing with before and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink – the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back

ore and he expected no issues. The ink arrived in a timely matter, however when he opened up one of the cartridges a few days later, what he had was a plastic bag full of ink – the cartridge had leaked out its entire contents. He called Digital Art Supplies and the first person he spoke to said no problem, they would replace it immediately and have the damaged cartridge picked up. A few hours later, a second person called back (Dave) and informed us that the only way the exchange could be handled would be to either wait until they received the damaged cartridge before sending out a new one or charging him for the new cartridge and he could wait for the credit to be issued when they received the damaged one. And unless he wanted to pay extra the cartridge would be send ground service from California (from our experience expected delivery would be 10 to 14 days from the date of shipment). This order was a sale of over $600.00, they sent out what was clearly from the look of the box, a product that had been returned by a prior customer, and in their own words they have had this type of problem with this type of cartridge before. Of course they put the blame on Epson stating it was a drop shipment, however in the package was their invoice and their business cards. I guess Epson keeps a supply of each dealer’s stationery at their manufacturing plants. I think not – so why are you lying Dave? After explaining that he had an order to fill and not being able to use the ink was delaying the order and agreeing to pay for the extra shipping charges it was still going to be either wait until the damaged cartridge was in their hands or pay up front for a new cartridge and wait for the credit to be issued – neither solution was an example of good customer service. So I asked to speak to the manager and after waiting several hours she returned my phone call with the same lame solution. My husband ended sending back the cartridge (at his expense) and ordering a new one from another dealer (B&H Photo in New York) which was shipped the day he ordered it and will be here the day after it shipped. And so we will wait for the credit to be issued.