PTI stands for Papertrey Ink. This is a collective smack blog and Papertrey Ink review page. Papertrey Ink's continuously poor customer service has lead to a page dedicated to discussion of this stamp company and recommendations for alternative stamp companies. Minimal censorship here- I prefer to leave it up to posters' discretion.
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WOW! The forum at PTI will be burning up today! People are still posting re: 2011 anniversary set not received and Jenn posted basically that the posters did not need to continue posting as she has stated that it will be taken care of.......Just cannot look away from this train wreck!!!!
Ladies, I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of for those who it affects. Every time I have to check in on this thread is time taken away from other issues that are also important. This has not fallen off my radar, and it will be taken care of.
How rude! At least Dave is polite. Granted he's useless and impotent, but at least he's polite.
Jenn: ..."I told you it would be taken care of"...
Ummm, you also said all of these sets had been mailed out in October. I think it's reasonable that these ladies have doubts. I think this anniv set issue is THE most absurd of all issues. More time has been spent "telling them" than just doing it. What could POSSIBLY be the hold up???
" Wow. You'd think we were schoolchildren not customers! If customer service is such a bother then maybe it's just not a good fit.....sorry if that sounds disrespectful. "
Yes... What could possibly be the hold up?? I would LOVE to know the truth on this...doubt these PTI customers will ever know and ever get their sets......
Ok, so the same person who posted the comment that 6:18 quoted goes right on planning her next order. THIS is what is wrong in PTI-land. WHY do people endorse their behavior with orders????
It really makes my imagination go crazy. It's not a complicated issue. They have sets or they don't. If they don't they should make more. I imagine possibilities like they plagiarized the art & were given a 'cease and desist' order (or whatever it is). Something is keeping them from producing those stamps. It's more work to NOT bury this issue.
In case it gets deleted or edited- From Ted: Re: Attn Jenn/Dave: Still waiting for 2011 anniversary set
New postby Ted » Mon Mar 05, 2012 1:28 am I hardly think Jenn's response was hand-slapping.
If Jennifer's told by her superiors to let them know of any issues regarding the anniversary sets... and she's done just that... what more can she tell you?
Short of twitching her nose and making all the customers who deserve stamp sets have them appear in their hands, there's really not much more she can say/do.
She is AN employee of PTI. She is NOT an owner. She can only do so much...she can, on a daily basis...go to the owners and ask, "So... any status on the 2011 anniversary sets?" And they can...on a daily basis, repeat: "Tell the customers we're still working on it." And she does.
But that doesn't appear to be good enough...so I pass the question back to you: What more can she say/do?
My heart really goes out to those who have not received their anniversary sets... in fact, I think they're holding up composure a lot better than I would. I'd be livid!
But pointing pitchforks and torches at Jenn won't solve anything.
As I've said before... if PTI won't listen to your email... let them listen to your wallets.
But let's please try to remember that while Jenn is a LOT more visual than the PTI owners on this forum (two of the owners in particular), she is not one.
And I'm not hand-slapping; I'm just asking that Jenn be shown respect for attempting to put out fires that weren't started by her.
" Wow. You'd think we were schoolchildren not customers! If customer service is such a bother then maybe it's just not a good fit.....sorry if that sounds disrespectful. "
BEST. POST. EVER. !!!
5 March 2012 06:18
----------------------- Agreed although Jennnnn will probably delete the thread now.
If anyone deserves shit thrown at them it's the owners... Granted, Jenn probably should be looking at alternative employment if she can't handle the heat (and clearly, there's A LOT of heat right now). I've always said that if you sign up for a job where you are paid to smile in my face, then dammit either don't come to work without that smile or get a new job.
That being said... hollering at Jenn (and I haven't even been to the forums today yet, so that's more figurative than literal) about your Anniv. set is kinda beating a dead horse at this point. At least direct it to the shoddy ass owners who are clearly at fault here.
Re: the fake website Have you ever seen the KIA car commercial with the song "You can go with this, or you can go with that" and it shows the hamster choosing the car or the toaster and the car or the cardboard box? That's what the fake website reminds me of! LOL! You can choose the good functioning website or you can choose the glitchy, hard to navigate one. Way to go PTI! LOL!
PTI created these forums, they hired Jenn but the owners hide under a rock. And since no one ever replies to emails what are people supposed to do? Yea sucks for Jenn but it's time for the owners to step up and take control of this situation. Jenn clearly cannot handle it and it's just spiraling out of control.
Ted is bit off again - no one seems to be flaming Jenn - they seem to know that she cannot do any more than pass messages back and forth - they just want answers from the owners. Jenn did sound a bit cranky this morning tho. The owner (Julie) said that all these sets were being sent out last October. For whatever reason this did not happen and it seems blatantly obvious that the owners have no interest in fulfilling their promise to send customers their reward for spending money with PTI. That is deceitful. And someone here is right - the thread will probably be locked.
Hey, it's release time. We have to get these negative comments stopped, Jenn, or the new customers might see them and not order. No, we don't plan to fix any problems, but it is your job now to get everyone to shut up. If you have to, start banning people, locking threads, deleting posts, but get rid of the noise that could affect our sales.
With the owners ignoring these outstanding Anniv. Sets I am wondering if they teach their children not to honor their promises either. This lack of integrity is really hard to understand.
Ami said... How on earth can you go on with a new release when the February release was such a disaster. Shouldn't the website kinks and replying to customers be a priority and not not selling more stamps on a website that fraudulently takes peoples money? WOW, just wow!
Allsion F said... Ami is right. Does no one in this company have any integrity at all? You can pump out those Bible verse sentiments like nobody's business but continue the dishonesty and stealing (yes, stealing ) from your customers. Sleep tight in the mansion that stamp customers built for you. I am through.
Oh - now that the comments are turned off on Nichole's blog, there will be some screaming from the faithfuls. How are they going to enter the contests to win the freebies???? I can see some serious moderation software coming up!!!
Ooops - I am 8.08 and didn't check before adding my comments. Comments seem to be still there - however, I am sure some of them will be deleted pretty soon.
Somebody just posted a thread entitled "SUCCESS in ordering"!
LOL!
It's kind of funny that somebody got excited about being able to place a stress free order with a company! And having to post about it? It's funny that this comes across as being some great accomplishment!
The only comments that I can see are on the MIM post. Other than that it looks like comments have been disabled for the sneak peek and it's the most wonderful time of the month posts.
How funny (sad) is it that I checked in here this morning and haven't even bothered to go look at the sneak peeks. I personally have never had a problem with my orders from PTI, but seeing how they treat other customers has turned me off to them. They probably don't realize how their reputation has spread beyond just the customers who have had issues. Has anyone else stopped buying just based on the treatment of other customers?
I have not purchased since September but it's just as much that the product would really have to wow me to get me to order. I think that the way they treat their customers certainly makes me view all the new products through dark colored lenses.
The new website is just awful and I have no intention of ordering any time soon. I have more than enough stamps and a Cameo so I'm all good.
I wonder how they would have felt if in order to get the old/new site pulled they had to send an email and wait 3 days (or longer) for a response. Somehow, I think that was all handled with a PHONE CALL.
I love that the new/old/fake site was posted on the forum. PTI sure got that removed quickly. Ted is just full of responses today. I wonder if he took the day off so he can defend Jen?
Since emailing and posting on this forum aren't doing anything, here's a thought. If you search for Papertrey Ink or Heskamp Printing Company on Yelp, there are two different phone numbers.
Call Julie and get an answer. It won't be well received, as has been posted on the smack blog. Julie will tell you to take your business else where. But hey, at this point, what do you have to lose.
don't get me wrong, betsy v is my favorite PTI designer but for crying out loud. the partial die cutting technique in today's MIM video is a royal PITA. i could have cut around that image in 20 seconds.
Maybe they think that they have some sense of control on their own forum. If people started hitting SCS and 2Peas only, they would not be able to lock or delete the threads.
Exactly what I thought about the Betsy V. MIM. It is a no brainer and could be done so much easier by hand. They are scraping for ideas lately. What do you want to bet that MIM will soon be dumped.
From Ted - Well, I agree with those of you who said it was definitely a step forward. Perhaps they've taken it down to do more work on it and there's a hope they'll have it back up (with tweaks worked out) by the 15th.
One can hope anyway. :)
Ya, that's it Ted! LOL! I missed seeing it as it was taken down pretty quickly. Faster than it takes to get an automated response from customer service.
How did they get it down so fast? Was it via email or did Jenn contact Julie. Either way EVERYTHING else was on hold long enough to attend to their OWN affairs.
There were quite a few helpers at SAF that said they were warehouse staff....pickers, packers, spooling Twine and the 1/4, 1/8 silk ribbon onto the spools....
I still think it was being hosted on Color Collective's development server and Google just picked it up because it matched the keywords. I bet someone was on the phone with them ASAP this morning and the designer has enough customer service skills to actually resolve something for them.
Jenn seems to have disappeared from the forum this afternoon. I bet it's not to answer CS e-mails.
There are 17 hidden users on the forum right now, looks like it might be all hand on deck on the special behind the scenes board...I predict the forum will be gone sooner rather than later.
There have been other times when I predicted that the forum would close completely but it just hasn't. I think that they are all working to clear the backlog of customer service emails with their typical non-answers.
I am surprised that Jenn hasn't removed the phone information though. Maybe she has just given up on that thread?
The DT, Jenn, Julie, Nichole, and probably some others onsite have access to a DT-type board. It became public for a very short while once, and while I didn't see it, I've talked to some who did and basically they were making fun of the questions customers asked.
That sounds an awful lot like the private board on 2Peas scandal of a few years ago. You may have your information mixed up although I have no doubt that PTI does have a designer board.
I really don't think that the designers have much say about anything.
So I don't know the name of a die........and I thought that I would go to the new website and find it.I have no intention of ordering but I haven't really looked around yet.SO, do I really, truly just have to sort through page after page of dies and impression plates hoping to find it? Really? Are the dies not even divided into categories anymore? I am just not that patient.
It's easy to say they are being mean, but really, are they? Would you put up with this level of unprofessionalism from any other business? Target, Walmart, your grocery store, a clothing retailer, a restaurant? Hell no. The only difference is that you can do it face to face and not leave until it is resolved. And I'm sure you wouldn't return either.
I hope that you never have a problem that goes unresolved for over a year.
What would you do if you did? Would you just quietly accept it even after you contacted customer service repeatedly and were made to feel like a liar and a thief?
Well it's good that Nichole will be able to keep all of the non-ugly customers to defend her. I'll keep my fingers crossed that you never have a problem.
How can anyone defend what PTI is doing and call those calling attention to it trouble makers? It is staying quiet that is what is wrong with so many things in this society. Let the cowards stay silent. Those who speak out are the ones that deserve praise.
What would I do? I would leave and go somewhere else and forget about it!!! I'd go on with my life! I wouldn't stick around like a piece of rotting meat, stinking up the whole place!!!
Donna C and Nutty Lou are not bitches. I have have dealings with both of them and they are very nice by all accounts. Don't blame the forum members - blame PIT
What would I do? I would leave and go somewhere else and forget about it!!! I'd go on with my life! I wouldn't stick around like a piece of rotting meat, stinking up the whole place!!!
LOL! So, let's say that you were charged for items that were never received and you had gone through customer service for months and months and you did not EVER get resolution no matter how many times you contacted them... you would just go away? Well then.Good for you.
I haven't seen where that has happened. Where was someone charged for something that was never recieved, and has been trying to get a refund for months and months?? Call your bank or cc or paypal and file a complaint, then!
Why don't these people start a class action lawsuit. At this point I'd be willing to give up anything I would receive just to bring this sinking ship down.
Isn't there a time limit as to when you can file a complaint? There are people that have orders that are missing items (paid for but not received) and they have gotten the customer service runaround.
I'm assuming this one posted further up from Nichole's blog?
Ami said... How on earth can you go on with a new release when the February release was such a disaster. Shouldn't the website kinks and replying to customers be a priority and not not selling more stamps on a website that fraudulently takes peoples money? WOW, just wow!
Re: Problem with order today - RE: Rewards Points by mzza111 » March 5th, 2012, 5:43 pm
Why not, PTI doesn't give a second thought not solving their customers problems.
I say you let them send you 5 or 10 emails and just respond to 1 and say that you are looking into it.
Then after another 5 or 10 emails, tell them you will resolve the issue right away but don't.
Then after another 5 or 10 emails, reply with "I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of. This has not fallen off my radar, and it will be taken care of."
Then go silent and hope they go away.
Ami
mzza111
Posts: 127 Joined: February 14th, 2008, 3:10 am Location: Orange County, CA
it says: Why not, PTI doesn't give a second thought not solving their customers problems.
I say you let them send you 5 or 10 emails and just respond to 1 and say that you are looking into it.
Then after another 5 or 10 emails, tell them you will resolve the issue right away but don't.
Then after another 5 or 10 emails, reply with "I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of. This has not fallen off my radar, and it will be taken care of."
quote Argh. I cannot walk away with $48 worth of free stuff. I owe this money to PTI, it would be nice if Julie or Jane would just send me an invoice I can pay via paypal to pay for this stuff./quote
Why not, PTI doesn't give a second thought not solving their customers problems.
I say you let them send you 5 or 10 emails and just respond to 1 and say that you are looking into it.
Then after another 5 or 10 emails, tell them you will resolve the issue right away but don't.
Then after another 5 or 10 emails, reply with "I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of. This has not fallen off my radar, and it will be taken care of."
I have a question - my current issue with PTI is that I haven't been credited for the gift certificates I wanted to use on this last order.
How do I file a Paypal claim for only part of the amount? It's not an unauthorized transaction, and it's not an issue with the product...I'm not sure how to proceed.
Why don't these people start a class action lawsuit. At this point I'd be willing to give up anything I would receive just to bring this sinking ship down.
I wouldn't. I would still like to see Papertrey finally get it and go on to be successful. I like the stamps and the creativity. Julie just has to loosen the rein a bit and start taking some business advice before it's too late. Give customer service the authority to make decisions.
I have a question - my current issue with PTI is that I haven't been credited for the gift certificates I wanted to use on this last order. How do I file a Paypal claim for only part of the amount? It's not an unauthorized transaction, and it's not an issue with the product...I'm not sure how to proceed.
15:20... I have found that PayPal has god CS. I would call them and explain the situation, then go from there. I'm sure PayPal will have a solution for you.
i think i've worked out why I am so angry at PTI. I personally have only ever had one issue with them but the other issues annoy me.
It's because of PTI's total ARROGANCE.
They think they are above communicating and dealing with customers. They think they are easy to replace. They obviously know how many new customers are coming on board each month so they aren't bothering with anyone that has a problem.
Anonymous said... I have a question - my current issue with PTI is that I haven't been credited for the gift certificates I wanted to use on this last order.
How do I file a Paypal claim for only part of the amount? It's not an unauthorized transaction, and it's not an issue with the product...I'm not sure how to proceed.
5 March 2012 15:20
You can't. You can file a dispute for an item you didn't receive or something wrong with an item you received. You cannot open a dispute for what is an "intangible" item, i.e. rewards points not being applied.
I personally think that Papertrey (namely Julie) is more stubborn than arrogant. Since she has experience running a business she thinks that her way is the only way. She refuses to give any sort of authority to anyone else and has to make ALL of the decisions. While Nichole certainly isn't a victim, Jane and Julie hold more power.
The phrase "cut off your nose to spite your face" comes to mind. How Julie is running a printing business is beyond me. Papertrey may not be her full time job or number one priority which explains why she's willing to run this business into the ground.
I think most would agree that the main problem is that they need to hire more CS help. There is something very, very wrong if they do massive amounts of business but can't afford one additional entry level employee. I can't help but wonder if there is MAJOR financial mismanagement going on.
Which do you think would bring in more profit, Heskamp Printing or Papertrey?
5 March 2012 16:47
It's a good question. For all we know, the PTI comprises like 10% of their overall profit while the printing side brings in the rest. Don't they have some kind of public or stock market records where you can look up how businesses are doing? I wouldn't know.
According to online sources Heskamp printing was established in 1922 so I would assume it is a sound & established business. I would hope that PTI is run independently except for sharing warehouse space and ownership. I don't know, but that would make more sense for Nichole's part.
I know Heskamp does a shatload of printing for the needlework industry. Just off the top of my head, I know of five very, very popular companies that use them.
I think Nichole's talent is where the money is. You can find manufacturers for everything they make, but she is the one who can market it all. If I were an investor and bought out PTI, I would dump the Heskamp baggage like a hot potato.
About Heskamp Printing Co Inc Phone:(513) 871-6770
Products or Services: Digital Offset Printing Press, Off Set Printing Press, Offset Printing Press, Offset Printing Press Manufacturers and Small Offset Printing Press.
Heskamp Printing Co Inc in Cincinnati, OH is a private company categorized under Offset Printing. Our records show it was established in 1922 and incorporated in Ohio. Current estimates show this company has an annual revenue of $600,000 and employs a staff of approximately 6. -----------
I think it is funny that on 2/28 "Little Ms. T" made a big deal of leaving the forum for a "bit" because her life is hard enough without all the negativity of the forums, yet, she was back to posting on 3/3... She stayed away (at least from posting)for all of 4 days!!!
tHats' what I expected. It explains away a lot of the indifference of the owners toward the customers at PTI. PTI is probably a little pet project for them.
They are a long lived and sound PRINTING company. But it takes a whole new set of skills to work with the kind of customers PTI attracts. They don't have those skills and frankly, I don't think they care. Probably someone they liked talked it all up and maybe, just maybe, they wish now they could just cut it loose because they really have no interest in the CS side of something like PTI. They wish they could just be the supplier (of the paper products) and call it a day. I see a major schism in their future.
The owners of this printing company will never change if they have exhibited this same attatude over what, five years PTI has been around? Never going to happen.
"It really makes my imagination go crazy. It's not a complicated issue. They have sets or they don't. If they don't they should make more. I imagine possibilities like they plagiarized the art & were given a 'cease and desist' order (or whatever it is). Something is keeping them from producing those stamps. It's more work to NOT bury this issue."
Bwahahahaha!!! That situation is a real freak show.
I'd have a teeny tiny bit of faith that they can overcome all of these problems if one thing had happened today:
If Nichole posted that this month they are going to release 3 stamp sets, and a couple of dies. . . that they aren't going to have a BIG release until they can get caught up.
SO many people are just looking for a sign that they shouldn't give up, I think that's all it would take.
But here they go - hop on the f'ing merry-go-round again. Dingbats.
16:47. Hiring more customer service people sounds like a good plan...but really just a bandaid! Doesn't matter how many ppl you have if they are not doing the right things. All the CS people on the planet can't help with dumb ass decisions like send SASE to get the correct stamp because WE screwed up!
I think running PTI for Jane and Julie is a night job. They come home after working their "regular" jobs, cook dinner, do homework, get the kids to bed and sit down to watch some TV. Then about 9:00 p.m., they decide they should check on PTI. By that time, Jenn has emailed them 200 questions. They answer 5 before heading off to bed. PTI is not their priority.
I can't wrap my head around the cluster-f that PTI has become.
So there's NH who does the creative stuff. Then Julie and somebody (her mom? sister?) who supposedly handle the business end of things. Then Jenn, communications (trying not to gag), and Dave (CS). That's it, right?
Four people really to fix all of these problems. It could be done if NH wasn't out there hawking more wares every damn month. True the website is a joke. But that alone is a good enough reason to NOT HAVE A RELEASE THIS MONTH!
Does not one person over there have a brain their head?
Heskamp Printing probably was run by David Heskamp, Jane's husband. He passed away Dec. 2010. Also, if you search, there is now a Heskamp Ink, LLC, formed in March 2011, by Jane. Interestingly, Heskamp Ink, LLC bought a $650,000 property at 5514 Fair Lane. 5514 Fair Lane CCR photo Price:N/A Building Size:23,326 SF Property Type:Industrial Property Sub-type:Warehouse Property Use Type:Vacant/Owner-User Year Built:1950 Clear Ceiling Height:20 ft. No. Dock-High Doors/Loading:2 Lot Size:1.15 SF Features: Electricity/Power Last Verified 4/21/2011 Listing ID 16869030 Highlights Easy access to I-71 3 docks with levelers 17-20' clear height in warehouse Heavy power, etc.
Go down to the stats and details. Not sure how to interpret everything.
Then go to the chart. I typed in "compare to splitcoaststampers.com" because I kind of know what that site's like. You'll see a comparison on the chart.
interesting. You can click on the box with arrow next to Alexa for more info.
So does that mean that David took Jane's last name or that David was Julie's son and Jane is Julie's DIL? I'm confused about who is related to who and if Janes husband did pass away.
David (deceased) and Jane are the parents of Julie and JD. Julie is (or was?) a couple with Rick. I am not sure if they were married, divorced, or what but she either kept or uses her maiden name of Heskamp. I have never heard if Julie has any kids. Rick has an adult, married daughter. Julie was a fan of Papercrafts and approached NH with the idea for PTI.
152 comments:
first...3 times in a row! Is that a record?
I know we're leaning away from personal smack, but I just have to get this out there...
Someone needs to introduce craftycindy to punctuation and grammar. I can't even read her posts! They are like giant, incoherent, run-on sentences.
Hey look!! It's the Most Wonderful Time of the Month!! Hurray!!
Lordy Bees, I can't believe they are really going through with another release.
Unbelievable.
Let's have another release - everything is fine.
With all the problems they are having can you imagine how stuffed-up the backlog will be with CS.
I just want to spend my rewards points and get out of there, but don't trust their site at all to order.
^^
Actually, although I don't trust their site, I don't trust PTI.
They have done nothing to show me that they are at all ethical.
It's the only thing they do right and consistenly.
WOW! The forum at PTI will be burning up today! People are still posting re: 2011 anniversary set not received and Jenn posted basically that the posters did not need to continue posting as she has stated that it will be taken care of.......Just cannot look away from this train wreck!!!!
The house is burning and Nichole is stamping by the light of the fire.
Jenn must have had a full serving of bitchy with her breakfast this morning! She's on a roll!
RE: Jenn's post in the anniversary set thread...
Ladies, I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of for those who it affects. Every time I have to check in on this thread is time taken away from other issues that are also important. This has not fallen off my radar, and it will be taken care of.
How rude! At least Dave is polite. Granted he's useless and impotent, but at least he's polite.
Jenn: ..."I told you it would be taken care of"...
Ummm, you also said all of these sets had been mailed out in October. I think it's reasonable that these ladies have doubts. I think this anniv set issue is THE most absurd of all issues. More time has been spent "telling them" than just doing it. What could POSSIBLY be the hold up???
" Wow. You'd think we were schoolchildren not customers! If customer service is such a bother then maybe it's just not a good fit.....sorry if that sounds disrespectful. "
BEST. POST. EVER. !!!
"first...3 times in a row! Is that a record?"
I think this deserves a stamp set!!!
Oh wait, it might take a while to send out since you are anon....LOL
Yes... What could possibly be the hold up?? I would LOVE to know the truth on this...doubt these PTI customers will ever know and ever get their sets......
Ok, so the same person who posted the comment that 6:18 quoted goes right on planning her next order. THIS is what is wrong in PTI-land. WHY do people endorse their behavior with orders????
5:15 LOLOL. Am I'm convinced her ears are plugged and she's singing lalalalala to herself with blinders on.
@ 6:20
It really makes my imagination go crazy. It's not a complicated issue. They have sets or they don't. If they don't they should make more. I imagine possibilities like they plagiarized the art & were given a 'cease and desist' order (or whatever it is). Something is keeping them from producing those stamps. It's more work to NOT bury this issue.
6:21
Because it's SOMEONE ELSE with the issues. She likely has had no problems with shipping, effed up inks, received her precious ann set.....
In case it gets deleted or edited-
From Ted:
Re: Attn Jenn/Dave: Still waiting for 2011 anniversary set
New postby Ted » Mon Mar 05, 2012 1:28 am
I hardly think Jenn's response was hand-slapping.
If Jennifer's told by her superiors to let them know of any issues regarding the anniversary sets... and she's done just that... what more can she tell you?
Short of twitching her nose and making all the customers who deserve stamp sets have them appear in their hands, there's really not much more she can say/do.
She is AN employee of PTI. She is NOT an owner. She can only do so much...she can, on a daily basis...go to the owners and ask, "So... any status on the 2011 anniversary sets?" And they can...on a daily basis, repeat: "Tell the customers we're still working on it." And she does.
But that doesn't appear to be good enough...so I pass the question back to you: What more can she say/do?
My heart really goes out to those who have not received their anniversary sets... in fact, I think they're holding up composure a lot better than I would. I'd be livid!
But pointing pitchforks and torches at Jenn won't solve anything.
As I've said before... if PTI won't listen to your email... let them listen to your wallets.
But let's please try to remember that while Jenn is a LOT more visual than the PTI owners on this forum (two of the owners in particular), she is not one.
And I'm not hand-slapping; I'm just asking that Jenn be shown respect for attempting to put out fires that weren't started by her.
Anonymous said...
" Wow. You'd think we were schoolchildren not customers! If customer service is such a bother then maybe it's just not a good fit.....sorry if that sounds disrespectful. "
BEST. POST. EVER. !!!
5 March 2012 06:18
-----------------------
Agreed although Jennnnn will probably delete the thread now.
Ted's post on the anniv issue (defending Jenn) just reinforces that PTI owners treat Jenn as poorly as they treat the customers.
Somebody should copy and paste the thread before it gets deleted.
I actually kinda agree with Ted on that one.
If anyone deserves shit thrown at them it's the owners... Granted, Jenn probably should be looking at alternative employment if she can't handle the heat (and clearly, there's A LOT of heat right now). I've always said that if you sign up for a job where you are paid to smile in my face, then dammit either don't come to work without that smile or get a new job.
That being said... hollering at Jenn (and I haven't even been to the forums today yet, so that's more figurative than literal) about your Anniv. set is kinda beating a dead horse at this point. At least direct it to the shoddy ass owners who are clearly at fault here.
Just read barbara's response on that thread... I'm 6:46 and not barbara. Just for the record.
Re: the fake website
Have you ever seen the KIA car commercial with the song "You can go with this, or you can go with that" and it shows the hamster choosing the car or the toaster and the car or the cardboard box? That's what the fake website reminds me of! LOL! You can choose the good functioning website or you can choose the glitchy, hard to navigate one. Way to go PTI! LOL!
PTI created these forums, they hired Jenn but the owners hide under a rock. And since no one ever replies to emails what are people supposed to do? Yea sucks for Jenn but it's time for the owners to step up and take control of this situation. Jenn clearly cannot handle it and it's just spiraling out of control.
Lol 6:51
We got the cardboard box AND the toaster burns.
Anyone remember the viral video from several years ago?
"LEAVE BRITNEY ALONE!!!!"
I'm waiting for the "LEAVE JENN ALONE" parody to come from Cknutti
Ted is bit off again - no one seems to be flaming Jenn - they seem to know that she cannot do any more than pass messages back and forth - they just want answers from the owners. Jenn did sound a bit cranky this morning tho.
The owner (Julie) said that all these sets were being sent out last October.
For whatever reason this did not happen and it seems blatantly obvious that the owners have no interest in fulfilling their promise to send customers their reward for spending money with PTI. That is deceitful.
And someone here is right - the thread will probably be locked.
I'm waiting for the "LEAVE JENN ALONE" parody to come from Cknutti
LOL!!!
We got the cardboard box AND the toaster burns.
AGREED!
Love the video comparisons! LOL!
Hey, it's release time. We have to get these negative comments stopped, Jenn, or the new customers might see them and not order. No, we don't plan to fix any problems, but it is your job now to get everyone to shut up. If you have to, start banning people, locking threads, deleting posts, but get rid of the noise that could affect our sales.
Ya think??
With the owners ignoring these outstanding Anniv. Sets I am wondering if they teach their children not to honor their promises either. This lack of integrity is really hard to understand.
@ 7:08. Yep!!!
Ooooh - the 'faithful' are drooling over the sneak peaks and can't wait to order. Ted included.
Yeah - like that is speaking with your wallet!!!!
In case it gets deleted from Nichole's blog:
Ami said...
How on earth can you go on with a new release when the February release was such a disaster. Shouldn't the website kinks and replying to customers be a priority and not not selling more stamps on a website that fraudulently takes peoples money? WOW, just wow!
Reply March 05, 2012 at 09:28 AM
Allsion F said...
Ami is right. Does no one in this company have any integrity at all? You can pump out those Bible verse sentiments like nobody's business but continue the dishonesty and stealing (yes, stealing ) from your customers. Sleep tight in the mansion that stamp customers built for you. I am through.
Also on NH's blog
And with that, comments are now closed on Nichole's blog.
I still see comments on her blog.
Oh - now that the comments are turned off on Nichole's blog, there will be some screaming from the faithfuls.
How are they going to enter the contests to win the freebies????
I can see some serious moderation software coming up!!!
Ooops - I am 8.08 and didn't check before adding my comments.
Comments seem to be still there - however, I am sure some of them will be deleted pretty soon.
^^^ Meant to say I am 8.06 (2nd commenter).
Somebody just posted a thread entitled "SUCCESS in ordering"!
LOL!
It's kind of funny that somebody got excited about being able to place a stress free order with a company! And having to post about it? It's funny that this comes across as being some great accomplishment!
The only comments that I can see are on the MIM post. Other than that it looks like comments have been disabled for the sneak peek and it's the most wonderful time of the month posts.
Considering the storefront works so well, I'm sure that comment moderation software will be topnotch.
LMFAO 9:17!
Such a great point!
7:01- LOL! I can totally picture that!
How funny (sad) is it that I checked in here this morning and haven't even bothered to go look at the sneak peeks.
I personally have never had a problem with my orders from PTI, but seeing how they treat other customers has turned me off to them. They probably don't realize how their reputation has spread beyond just the customers who have had issues.
Has anyone else stopped buying just based on the treatment of other customers?
I have not purchased since September but it's just as much that the product would really have to wow me to get me to order. I think that the way they treat their customers certainly makes me view all the new products through dark colored lenses.
The new website is just awful and I have no intention of ordering any time soon. I have more than enough stamps and a Cameo so I'm all good.
I bet that that last post will get the thread locked or removed.
Looks like the old/new PTI test site has been pulled down.
I really enjoyed that little accidental find yesterday...just stirred the pot a little!
I wonder how they would have felt if in order to get the old/new site pulled they had to send an email and wait 3 days (or longer) for a response. Somehow, I think that was all handled with a PHONE CALL.
WOW, people are more rabid on the forum today than they are here! LOL!
10:09- through transitions lenses? :)
I love that the new/old/fake site was posted on the forum. PTI sure got that removed quickly.
Ted is just full of responses today. I wonder if he took the day off so he can defend Jen?
I'm truly amazed they are keeping the forum up. It has to be causing MAJOR headaches. I figure PTI has the, out of sight out of mind mentality.
Since emailing and posting on this forum aren't doing anything, here's a thought. If you search for Papertrey Ink or Heskamp Printing Company on Yelp, there are two different phone numbers.
Call Julie and get an answer. It won't be well received, as has been posted on the smack blog. Julie will tell you to take your business else where. But hey, at this point, what do you have to lose.
http://www.yelp.com/biz/papertrey-ink-cincinnati
http://www.yelp.com/biz/heskamp-printg-co-cincinnati
mzza111
Posts: 126
Joined: Wed Feb 13, 2008 8:10 pm
Location: Orange County, CA
If I wasn't so lazy I would copy and paste the whole 4 page thread as it is going to be deleted soon.
It only took Jen seconds to delete the post with the phone information last time, I bet will will be gone shortly.
don't get me wrong, betsy v is my favorite PTI designer but for crying out loud. the partial die cutting technique in today's MIM video is a royal PITA. i could have cut around that image in 20 seconds.
Maybe they think that they have some sense of control on their own forum. If people started hitting SCS and 2Peas only, they would not be able to lock or delete the threads.
Exactly what I thought about the Betsy V. MIM. It is a no brainer and could be done so much easier by hand. They are scraping for ideas lately. What do you want to bet that MIM will soon be dumped.
How many people work at Papertrey?
Jenn,Julie,Nichole,Dave,Jane and how many warehouse staff?
From Ted - Well, I agree with those of you who said it was definitely a step forward. Perhaps they've taken it down to do more work on it and there's a hope they'll have it back up (with tweaks worked out) by the 15th.
One can hope anyway. :)
Ya, that's it Ted! LOL! I missed seeing it as it was taken down pretty quickly. Faster than it takes to get an automated response from customer service.
How did they get it down so fast? Was it via email or did Jenn contact Julie. Either way EVERYTHING else was on hold long enough to attend to their OWN affairs.
There were quite a few helpers at SAF that said they were warehouse staff....pickers, packers, spooling Twine and the 1/4, 1/8 silk ribbon onto the spools....
I still think it was being hosted on Color Collective's development server and Google just picked it up because it matched the keywords. I bet someone was on the phone with them ASAP this morning and the designer has enough customer service skills to actually resolve something for them.
Jenn seems to have disappeared from the forum this afternoon. I bet it's not to answer CS e-mails.
There are 17 hidden users on the forum right now, looks like it might be all hand on deck on the special behind the scenes board...I predict the forum will be gone sooner rather than later.
What is the special behind the scenes board?
There have been other times when I predicted that the forum would close completely but it just hasn't. I think that they are all working to clear the backlog of customer service emails with their typical non-answers.
I am surprised that Jenn hasn't removed the phone information though. Maybe she has just given up on that thread?
The DT, Jenn, Julie, Nichole, and probably some others onsite have access to a DT-type board. It became public for a very short while once, and while I didn't see it, I've talked to some who did and basically they were making fun of the questions customers asked.
That sounds an awful lot like the private board on 2Peas scandal of a few years ago. You may have your information mixed up although I have no doubt that PTI does have a designer board.
I really don't think that the designers have much say about anything.
I am always set to hidden.
So I don't know the name of a die........and I thought that I would go to the new website and find it.I have no intention of ordering but I haven't really looked around yet.SO, do I really, truly just have to sort through page after page of dies and impression plates hoping to find it? Really? Are the dies not even divided into categories anymore? I am just not that patient.
But really, this is a joke right?
12:50... yes, you have to click through pages and pages of dies to find the one you want.
Fun, huh?
It's like a treasure hunt!
#sarcasm
Treasure hunt! LOL! Love it!
Gotta love Lou and Karen......they are keeping that post to the top regardless!
Too freakin funny!
Nutty Lou is nothing but a damn trouble maker, just like Donna C. Can't stand either of those bitches!
Tell us how you really feel :0
You have to wonder if they aren't doing more harm than good.
It sure is a fine balance between speaking up and shouting!
People are being so ugly, I wouldn't want to give in if I were Nichole...even if it meant loosing those ugly customers! Honestly. Beyond resonable.
"Like the sneaks.
Too bad I'm not ordering due to all the other problems."
I try to avoid posting stuff like this because it just gives the defenders another reason to label those with valid complaints as trouble makers.
Give in to what?
Good customer service? A functioning website? Anniversary sets that were promised?
What exactly would she be "giving in" to?
It's easy to say they are being mean, but really, are they? Would you put up with this level of unprofessionalism from any other business? Target, Walmart, your grocery store, a clothing retailer, a restaurant? Hell no. The only difference is that you can do it face to face and not leave until it is resolved. And I'm sure you wouldn't return either.
I hope that you never have a problem that goes unresolved for over a year.
What would you do if you did? Would you just quietly accept it even after you contacted customer service repeatedly and were made to feel like a liar and a thief?
Even you might defend yourself at some point.
Well it's good that Nichole will be able to keep all of the non-ugly customers to defend her. I'll keep my fingers crossed that you never have a problem.
How can anyone defend what PTI is doing and call those calling attention to it trouble makers? It is staying quiet that is what is wrong with so many things in this society. Let the cowards stay silent. Those who speak out are the ones that deserve praise.
What would I do? I would leave and go somewhere else and forget about it!!! I'd go on with my life! I wouldn't stick around like a piece of rotting meat, stinking up the whole place!!!
A big ole **SMACK** welcome to the shit stirrers from the PTI forum.
Donna C and Nutty Lou are not bitches. I have have dealings with both of them and they are very nice by all accounts.
Don't blame the forum members - blame PIT
What would I do? I would leave and go somewhere else and forget about it!!! I'd go on with my life! I wouldn't stick around like a piece of rotting meat, stinking up the whole place!!!
LOL! So, let's say that you were charged for items that were never received and you had gone through customer service for months and months and you did not EVER get resolution no matter how many times you contacted them... you would just go away? Well then.Good for you.
LOL at PIT because that's what they are!!!!!!
I haven't seen where that has happened. Where was someone charged for something that was never recieved, and has been trying to get a refund for months and months?? Call your bank or cc or paypal and file a complaint, then!
I know that Ami will get raked over the coals for her comment but I think it's very funny!
Why don't these people start a class action lawsuit. At this point I'd be willing to give up anything I would receive just to bring this sinking ship down.
Isn't there a time limit as to when you can file a complaint?
There are people that have orders that are missing items (paid for but not received) and they have gotten the customer service runaround.
which Ami comment?
I'm assuming this one posted further up from Nichole's blog?
Ami said...
How on earth can you go on with a new release when the February release was such a disaster. Shouldn't the website kinks and replying to customers be a priority and not not selling more stamps on a website that fraudulently takes peoples money? WOW, just wow!
Reply March 05, 2012 at 09:28 AM
I think it was this one:
Re: Problem with order today - RE: Rewards Points
by mzza111 » March 5th, 2012, 5:43 pm
Why not, PTI doesn't give a second thought not solving their customers problems.
I say you let them send you 5 or 10 emails and just respond to 1 and say that you are looking into it.
Then after another 5 or 10 emails, tell them you will resolve the issue right away but don't.
Then after another 5 or 10 emails, reply with "I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of. This has not fallen off my radar, and it will be taken care of."
Then go silent and hope they go away.
Ami
mzza111
Posts: 127
Joined: February 14th, 2008, 3:10 am
Location: Orange County, CA
the Ami comment on this thread: http://forum.papertreyink.com/forum/viewtopic.php?f=7&t=32201
it says:
Why not, PTI doesn't give a second thought not solving their customers problems.
I say you let them send you 5 or 10 emails and just respond to 1 and say that you are looking into it.
Then after another 5 or 10 emails, tell them you will resolve the issue right away but don't.
Then after another 5 or 10 emails, reply with "I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of. This has not fallen off my radar, and it will be taken care of."
Then go silent and hope they go away.
Ami
I think they meant this Ami comment:
Re: Problem with order today - RE: Rewards Points
Postby mzza111 » Mon Mar 05, 2012 9:43 am
quote Argh. I cannot walk away with $48 worth of free stuff. I owe this money to PTI, it would be nice if Julie or Jane would just send me an invoice I can pay via paypal to pay for this stuff./quote
Why not, PTI doesn't give a second thought not solving their customers problems.
I say you let them send you 5 or 10 emails and just respond to 1 and say that you are looking into it.
Then after another 5 or 10 emails, tell them you will resolve the issue right away but don't.
Then after another 5 or 10 emails, reply with "I have answered this. I don't mean to be disrespectful, but your continuing efforts here are not necessary. I've told you it will be taken care of. This has not fallen off my radar, and it will be taken care of."
Then go silent and hope they go away. :D ;)
Ami
It's comments like that that make me wish that there was a 'like' facility on the message board!
Sorry, I should have posted Ami's comment so that you didn't have to go looking for it.
new space already please
I have a question - my current issue with PTI is that I haven't been credited for the gift certificates I wanted to use on this last order.
How do I file a Paypal claim for only part of the amount? It's not an unauthorized transaction, and it's not an issue with the product...I'm not sure how to proceed.
I freaking LOVE Ami's comment on that thread. Freaking love it. I wish I could hug her.
I freaking LOVE Ami's comment on that thread. Freaking love it. I wish I could hug her.
Why don't these people start a class action lawsuit. At this point I'd be willing to give up anything I would receive just to bring this sinking ship down.
I wouldn't. I would still like to see Papertrey finally get it and go on to be successful. I like the stamps and the creativity.
Julie just has to loosen the rein a bit and start taking some business advice before it's too late. Give customer service the authority to make decisions.
Anonymous said...
I have a question - my current issue with PTI is that I haven't been credited for the gift certificates I wanted to use on this last order.
How do I file a Paypal claim for only part of the amount? It's not an unauthorized transaction, and it's not an issue with the product...I'm not sure how to proceed.
Great question!
So when are we going to see that customer service update that Jenn mentioned?
15:20... I have found that PayPal has god CS. I would call them and explain the situation, then go from there. I'm sure PayPal will have a solution for you.
So when are we going to see that customer service update that Jenn mentioned?
5 March 2012 15:30
^^^I was wondering the same thing. I suppose it would be much too rude and "rotting meat" of us to ask.
Hahaha! I love the rotting meat comment!
i think i've worked out why I am so angry at PTI. I personally have only ever had one issue with them but the other issues annoy me.
It's because of PTI's total ARROGANCE.
They think they are above communicating and dealing with customers. They think they are easy to replace.
They obviously know how many new customers are coming on board each month so they aren't bothering with anyone that has a problem.
I would also call paypal. They are very helpful and they will fix the problem ASAP.
Anonymous said...
I have a question - my current issue with PTI is that I haven't been credited for the gift certificates I wanted to use on this last order.
How do I file a Paypal claim for only part of the amount? It's not an unauthorized transaction, and it's not an issue with the product...I'm not sure how to proceed.
5 March 2012 15:20
You can't. You can file a dispute for an item you didn't receive or something wrong with an item you received. You cannot open a dispute for what is an "intangible" item, i.e. rewards points not being applied.
I personally think that Papertrey (namely Julie) is more stubborn than arrogant. Since she has experience running a business she thinks that her way is the only way.
She refuses to give any sort of authority to anyone else and has to make ALL of the decisions.
While Nichole certainly isn't a victim, Jane and Julie hold more power.
@ 16:37
I agree with you to an extent that Julie & Jane hold more power ... but w/o Nichole they have nothing.
The phrase "cut off your nose to spite your face" comes to mind. How Julie is running a printing business is beyond me. Papertrey may not be her full time job or number one priority which explains why she's willing to run this business into the ground.
I think most would agree that the main problem is that they need to hire more CS help. There is something very, very wrong if they do massive amounts of business but can't afford one additional entry level employee. I can't help but wonder if there is MAJOR financial mismanagement going on.
Which do you think would bring in more profit, Heskamp Printing or Papertrey?
Which do you think would bring in more profit, Heskamp Printing or Papertrey?
5 March 2012 16:47
It's a good question. For all we know, the PTI comprises like 10% of their overall profit while the printing side brings in the rest. Don't they have some kind of public or stock market records where you can look up how businesses are doing? I wouldn't know.
According to online sources Heskamp printing was established in 1922 so I would assume it is a sound & established business. I would hope that PTI is run independently except for sharing warehouse space and ownership. I don't know, but that would make more sense for Nichole's part.
I know Heskamp does a shatload of printing for the needlework industry. Just off the top of my head, I know of five very, very popular companies that use them.
I think Nichole's talent is where the money is. You can find manufacturers for everything they make, but she is the one who can market it all. If I were an investor and bought out PTI, I would dump the Heskamp baggage like a hot potato.
Source: http://www.manta.com/c/mmc9lzy/heskamp-printing-co-inc
About Heskamp Printing Co Inc
Phone:(513) 871-6770
Products or Services: Digital Offset Printing Press, Off Set Printing Press, Offset Printing Press, Offset Printing Press Manufacturers and Small Offset Printing Press.
Heskamp Printing Co Inc in Cincinnati, OH is a private company categorized under Offset Printing. Our records show it was established in 1922 and incorporated in Ohio. Current estimates show this company has an annual revenue of $600,000 and employs a staff of approximately 6.
-----------
Established since 1922.... seriously o_O?
I think it is funny that on 2/28 "Little Ms. T" made a big deal of leaving the forum for a "bit" because her life is hard enough without all the negativity of the forums, yet, she was back to posting on 3/3... She stayed away (at least from posting)for all of 4 days!!!
I didn't even notice because I have her on ignore.
tHats' what I expected. It explains away a lot of the indifference of the owners toward the customers at PTI. PTI is probably a little pet project for them.
They are a long lived and sound PRINTING company. But it takes a whole new set of skills to work with the kind of customers PTI attracts. They don't have those skills and frankly, I don't think they care. Probably someone they liked talked it all up and maybe, just maybe, they wish now they could just cut it loose because they really have no interest in the CS side of something like PTI. They wish they could just be the supplier (of the paper products) and call it a day. I see a major schism in their future.
The owners of this printing company will never change if they have exhibited this same attatude over what, five years PTI has been around? Never going to happen.
catching up -- love Ami's comment on the forum!!!
It's like freakin' PTI roulette over there! Lose big or win big?!
I wonder how quickly they'd fix things if the errors went in the customer's favor more often.
5 March 2012 06:24
"It really makes my imagination go crazy. It's not a complicated issue. They have sets or they don't. If they don't they should make more. I imagine possibilities like they plagiarized the art & were given a 'cease and desist' order (or whatever it is). Something is keeping them from producing those stamps. It's more work to NOT bury this issue."
Bwahahahaha!!! That situation is a real freak show.
The anniversary set debacle is mind-blowing.
This thread is a hoot on their forum:
Any Customer Service Update for 3/2/2012?
by stampinsuzie » Fri Mar 02, 2012 11:08 am
Jenn comes around and says she's not doing daily updates on where they're at with answering emails, but she'll give an update at the end of the day.
March 5th: Still no update.
Must be too busy answering those emails, and saying there's nothing she can do.
I'd have a teeny tiny bit of faith that they can overcome all of these problems if one thing had happened today:
If Nichole posted that this month they are going to release 3 stamp sets, and a couple of dies. . . that they aren't going to have a BIG release until they can get caught up.
SO many people are just looking for a sign that they shouldn't give up, I think that's all it would take.
But here they go - hop on the f'ing merry-go-round again. Dingbats.
I didn't even notice because I have her on ignore.
----------------------------------
I wish there was a like button for your comment!
16:47. Hiring more customer service people sounds like a good plan...but really just a bandaid! Doesn't matter how many ppl you have if they are not doing the right things. All the CS people on the planet can't help with dumb ass decisions like send SASE to get the correct stamp because WE screwed up!
I think running PTI for Jane and Julie is a night job. They come home after working their "regular" jobs, cook dinner, do homework, get the kids to bed and sit down to watch some TV. Then about 9:00 p.m., they decide they should check on PTI. By that time, Jenn has emailed them 200 questions. They answer 5 before heading off to bed. PTI is not their priority.
Hiring more customer service would do nothing. It would just allow more people to pass emails along to Julie.
I can't wrap my head around the cluster-f that PTI has become.
So there's NH who does the creative stuff. Then Julie and somebody (her mom? sister?) who supposedly handle the business end of things. Then Jenn, communications (trying not to gag), and Dave (CS). That's it, right?
Four people really to fix all of these problems. It could be done if NH wasn't out there hawking more wares every damn month. True the website is a joke. But that alone is a good enough reason to NOT HAVE A RELEASE THIS MONTH!
Does not one person over there have a brain their head?
Heskamp Printing probably was run by David Heskamp, Jane's husband. He passed away Dec. 2010. Also, if you search, there is now a Heskamp Ink, LLC, formed in March 2011, by Jane. Interestingly, Heskamp Ink, LLC bought a $650,000 property at 5514 Fair Lane.
5514 Fair Lane CCR photo
Price:N/A
Building Size:23,326 SF
Property Type:Industrial
Property Sub-type:Warehouse
Property Use Type:Vacant/Owner-User
Year Built:1950
Clear Ceiling Height:20 ft.
No. Dock-High Doors/Loading:2
Lot Size:1.15 SF
Features:
Electricity/Power
Last Verified 4/21/2011
Listing ID 16869030
Highlights
Easy access to I-71
3 docks with levelers
17-20' clear height in warehouse
Heavy power, etc.
forgot to add, bought May 2011
So Jane's husband passed away in Dec. 2010? Damn.
RIP David Heskamp.
I'm very sorry for her having lost her husband.
I found online that JD Heskamp is the owner of Heskamp Printing and Smith Printing at the same address. And now there's Heskamp Ink?
This is really interesting:
http://website.informer.com/papertreyink.com
Go down to the stats and details. Not sure how to interpret everything.
Then go to the chart. I typed in "compare to splitcoaststampers.com" because I kind of know what that site's like. You'll see a comparison on the chart.
interesting. You can click on the box with arrow next to Alexa for more info.
Looks like they're getting a lot of attention the last couple of months probably just because of the problems.
Yeah. Just sit back PTI. Watch the graph plummet.
Ted is planning a die order. There he goes, talking with his damn wallet again.
JD Heskamp is the son, Julie's brother.
How can anyone order anyway with carts that empty over and over and over and reward points that don't work? How are some still ordering at all?
So does that mean that David took Jane's last name or that David was Julie's son and Jane is Julie's DIL?
I'm confused about who is related to who and if Janes husband did pass away.
David was the dad and Jane is the mom. Julie is Jane's daughter.
David (deceased) and Jane are the parents of Julie and JD. Julie is (or was?) a couple with Rick. I am not sure if they were married, divorced, or what but she either kept or uses her maiden name of Heskamp. I have never heard if Julie has any kids. Rick has an adult, married daughter. Julie was a fan of Papercrafts and approached NH with the idea for PTI.
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