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.
The opinions posted on this blog belong to our visitors and we are not paid for our honest reviews ;)
I want to provide some feedback on what it is like to see yourself discussed by anonymous posters.
At first I chuckled when I saw myself criticized for purchasing stamps from PTI. Then I groaned and sort of chuckled when I saw my stamping referred to as mediocre. I joked about it but it hurt my feelings to see it in black and white.
I responded yesterday here as I had a lot on my mind unrelated to stamping and it just poured out. I regret using this blog to do so. But since I did, I'll finish my thoughts.
Some of you are clever and funny. And mean and cruel.
As yesterday wore on I found myself wondering about the anonymous comments. Were these folks I know? strangers? friends?
It has made me question every relationship I have in the stamping community. And I'm just a 10 minute bit player in this. I cannot imagine the collateral damage anonymous comments have caused others.
I'm no saint, but when I have an opinion, I'm not shy. If it is worth saying, my name is on it.
Well said Joan. I don't even know you but you are spot on. I choose to remain anon. here but am also careful of my words. I post under the forum as myself - if I have legitimate questions or comments I don't need to hide.
I am not a person who posts on this smack blog, but rather I have used it to keep up to date with PTI CS issues, since the threads that have allowed this type of feedback are banned on PTI forums.
I agree with you that smacking individuals, and particularly anonymously, is mean and cruel.
I have always told my daughter that bullies usually have low self-esteem themselves and often have low talent in the things they bully about. Knowing that doesn't take the sting away from such bullying, however.
I hadn't visited your blog (or so I thought) until I sought it out after reading the comments the other day. When I saw your blog name, I realized that it is one of my fav subscriptions in Reader. I just didn't attribute it to you.
You have LOTS of talent. You have provided me with lots of enjoyment and inspiration! I guess that is my personal weakness that I never paid attention to your name and it's too easy "to read in reader".
I hope that you do not doubt your stamping friendships either. I'm pretty sure that the people or person that smacked you here has never been your friend on a board, or on your blog.
I wept when I read your medical story ... I wish you the best in that area.
So, in closing this post Joan B ... you are courageous AND talented AND are definitely not a bully yourself.
I hope that you purchase whatever products you want to purchase, and from whatever company you want to purchase them.
AND I hope to see more of your wonderful blog posts for the years to come.
Please know that there are more people who love your work than there are mean girls who smack you and/or other individuals.
I think smacking company policies and practice is fair game, but people...NO
Well said 6:04. It never ceases to amaze me the cruelty people are capable of. Then again, I shouldn't be surprised, most of us witnessed it way back in Jr. high school.
Having been the target of personal smacking before (on one of the previous incarnations of PTI smack boards), I completely agree with Joan. Even though it is obviously just mean-spirited venting, it does hurt. And it makes a person wonder if it's an online friend who thinks so little of them to bully them from behind the shroud of anonymity, or if it's just a mean stranger.
I get that this is a smack board and that we're "allowed" to say whatever we want. I don't see why we need to resort to random bullying instead of focusing on the reason that I think most of us are here - to call attention to issues at PTI.
Joan, you're going to drive yourself crazy thinking about who said what about you under an anonymous tag.
I know it can be hurtful to receive comments like that - I didn't want to start a fuss on the main PTI forums about my CS issues because I was afraid of people sending me nasty comments. But, you know what? It doesn't matter.
If people you thought were your friends are saying mean things about you, then they're not worth your time and energy. (chances are it was NOT one of your "friends" who said hurtful things about you)
But, whether it's your friends or strangers saying things like that - have more faith and confidence in yourself. Just because someone called you a "mediocre" stamper, does not mean you are one. (I checked out your blog and think you're great, btw - and "mediocre" is nothing compared to some other insults people have gotten lol)
I think everyone who posts here needs to expect that at one time or another they could be in the line of the smacking fire, it's just the nature of a "smack blog." Sure, it would be nice if the smackers didn't smack each other, but I wouldn't want this blog to be full of rainbows and unicorns with no anonymous users and people afraid to say what they're really thinking.
I agree with a lot of what has been said. The reason that I post annon is because I have seen those that use their names get attacked and it would just crush me. I don't post about people as I know how it feels but I do think that this blog serves a purpose.
Joan, I am sorry for everything that you are going through . Thank you for telling the one or two annon people that their words do in fact carry weight.
Cyber bulling. That's all this blog is. I don't order from PTI because I like to color and I just don't like the style. I ran across this blog from SCS; I was initially shocked. Smacking PTI as a business is one thing but the personal insults (even to Nicole) is just wrong. Don't like them, don't buy from them. That simple.
I agree with Joan that as much as you try to brush it off, it leaves lingering doubts about a lot of things. I don't care for censoring, but I do not think posts targeting people should be allowed.
re: 08:44 Nicole is the face of PTI, everything she does reflects on her company whether she intends it or not. That is the price you pay for that position. The attacks on Nicole are not personal, they are frustration and anger as a result of her smarmy customer service replies on the forum. She comes off as very arrogant and condescending which does not help a customer looking for help with a CS issue. She brings it on herself.
Perhaps if you're that sensitive, a smackblog is not the place for you.
From stopcyberbullying.org:
Cyberbullying" is when a child, preteen or teen is tormented, threatened, harassed, humiliated, embarrassed or otherwise targeted by another child, preteen or teen using the Internet, interactive and digital technologies or mobile phones.
Cyberbullying laws apply to all no matter their age. AGE has nothing to do with the rightness. It does not become OK to hurt people simply because of their age.
I don't buy that definition of cyberbullying either. Age has nothing to do with it.
But I also don't think mentioning the owners here is cyberbullying either. Negative comments about how they run the business are fair game as far as I'm concerned. Personal attacks are another story.
I think someone on the last post here commented about PTI selling in stores and leave the PR/customer business to others. I think that's a great idea. Hope they do that.
While there are some people that post mean things about other people on this blog (and I am in no way excusing it) the majority of posts are about customer service and those kinds of issues. There is helpful advice about shopping alternatives and discussion about products. As long as people are able to post anonymously there will be some people that choose to say unkind things. That doesn't mean that the entire blog is cyberbullying.
We're not the bad guys here. Wasn't this started as a forum where we could express our frustration with PTI's extreme lack of customer service? We have the right to express our views if Nichole's attitude annoys us or if the DT is put on the PTI forum to keep the sunshine coming and brush any problems under the rug by either deleting or locking threads.
I agree 10:07 - Saying things about Nichole in regards to how she responds to Customer Service issues, to me, is not out of line. PTI's customer service is the main reason I checked out this blog in the first place. Nichole's snarky responses = bad customer service = smackable, imho.
I don't think it's nice to "smack" on other people, but I also don't really think what I have seen here should be called "cyber bullying."
Maybe I just have a thicker skin than most people? But, I don't think that just because someone shares their opinion and it might hurt your feelings that you are being "bullied."
Yes, there is definitely a line that can be crossed - but calling someone's work mediocre, or saying they have a snotty tone when replying to customers,to me, is not bullying.
I agree - personal attacks online are considered cyberbullying regardless of age. In fact, the definition shows us that the people doing it are in fact acting like malicious children and pre-teens! That is because that is the age of the people that usually take part in these actions.
This blog is supposed to draw attention to the policies of the company rather than personal attacks, or so I thought.
Joan, I too did not realize or put together the fact that you are the owner of that fabulous blog! You are very talented and I love your cards. I have been looking at your site for quite a while.
Hope that you can put this health scare behind you soon. You have many followers and friends online who are sincere and supportive.
Joan, I would be just as hurt if I was called names on an anonymous blog. I think that we can all agree that people will say things that they wouldn't say if they had to post with their name attached.
I would use my own name for the words that I write but as a poster above said, it seems to open you up to personal attacks. Even if they are only msde by 1 person, the words still hurt.
Really? another frame? its getting old! I always wondered what their warehouse looks like, with all the shit they put out every month...I'm starting to think this is ANOTHER reason why the packages take forever to leave to the post office, cause it takes them forever to find their shit!
^^^ I think that was the point that one poster brought up was that Joan does have a huge following and that if it appears that she is giving PTI the thumbs up, it must be okay to order.
Locking that thread because of the discussion of cart dumping is ridiculous. The big concern was that people can't even find what they are looking for.
Hmmm. I wonder if using the word "flippin" would get a PTI forum thread locked. I've always considered that word a variation of a much more unpleasant word. Not exactly anything I would put on a card. However...now that it's a PTI stamp ... would it violate their own TOS? If I were brave enough I would start a thread about their "flippin website dumping my flippin cart" and see what happens.
I agree. You don't say "have a flippin day" or Have a flippin' summer". "Flippin' sympathy wishes"? because it is a bummer he died or maybe "Have a flippin' divorce"?
I don't care for censoring, but I do not think posts targeting people should be allowed.
6 May 2012 08:45
Oh FFS that is a total contradiction. Any cesorship is un American.
OK, so someone said something mean about joan and she got all hurt about it. It wasn't even all that bad and there's been far worse things said on here. So people post anon, get over it, that is the nature of the blog. For that matter no one would know if joan sometimes posted mean comments under anon cover, would they? The point is, no one knows who the fuck is behind the anon name and giving anon people power over you is moronic.
I'm sorry for what joan is going through, but by her own posts, she probably over reacted to something because of what is going on in her life. If some of you people are so damn sensitive and don't like it here it is very simple not to tune in.
You are entitled to your opinion and I am entitled to mine. All that Joan was saying is that annon words sting.I agree with her. You are probably right that she is feeling sensitive because of what is going on in her life. I would be too. All that she did was to let people know what it feels like to be talked about anonymously. I don't agree with censorship but I find your post insulting. You cannot tell somebody else how something should or shouldn't make them feel.
You cannot tell somebody else how something should or shouldn't make them feel.
6 May 2012 13:38
Maybe, but you can suggest if they don't enjoy the place and accept the good with the bad, they probably shouldn't be on the interwebs. You can't control what others do, only what you do. Trying to control what others do via censorship is the PTI way.
I think I prefer the wild and crazy anon posts that aren't always nice to a place where people post apologies about starting a thread with the same question as someone else. Am I reading that right?
Do these people need permission to breathe, too? Wacky.
I could see how the "flippin'" sentiment could be used to make a humorous card for the right person. It would have to be someone that you'd also be comfortable using the other "f" word with though, because to me, flippin' is just a substitution for that word.
I don't think it's a good sentiment to use if someone just likes flip flops lol (which is how it seems PTI intended it)- My grandma loves flip flops and I would NEVER use that sentiment for her. She'd make me lick soap!
Unrelated - when I was visiting my grandma in Floria, some lady in their retirement development literally attached flip flops all over the outside of her house. Like shingles but flip flops. ALL OVER! Bonkers.
Re: cart dumping. Did a test last night to see what happened. Put a random set in my cart and it's still there this morning. I'm using Chrome on Mac OSX 10.7.3. Not arguing anything for or against PTI with this info, just noting it for those interested in tracking where problems are. I'd post it over on PTI's board, but they clearly don't care and would probably just lock the thread.
Unrelated - when I was visiting my grandma in Floria, some lady in their retirement development literally attached flip flops all over the outside of her house. Like shingles but flip flops. ALL OVER! Bonkers.
Now there's someone you could wish a flippin' birthday to!
Oh come on. So you may use flippin' instead of a nasty F-word -- but that doesn't make flippin' a bad word! More like using 'fudge' instead of the nasty. It's not a cuss word for crying out loud.
Still a stupid word to use in the sentiment though.
I agree it's not a cuss word. But like a bird with splattering diarrhea ... we all interpret things differently. I personally wouldn't make a card using "flippin" because it's not my style. But I also don't say things like "Live your bliss". Just my personal style.
16:03 - I agree, I'd never use "live your bliss" or "like a rainbow you color my world"...not my style either...its not something i'd every say to anyone in person, so I probably wouldn't put it on a card... actually, I'd probably be more likely to wish someone a happy flippin' birthday, so maybe I would use that sentiment ;)
If you look at the word made up by the three letters following the other three we're talking about, it gets more interesting (I'm not going to write it here in case it would end up on some Google search).
What were they thinking when they came up with the name for their site? Maybe they have some sort of 'back room' additional business!
I bet they came up with the name without putting them altogether until they did the website and then they had probably already established the name and business formally.
I have a sincere question. Why do people send things to bloggers? There is a specific blogger who is very popular. She buys stamps, tools, etc. on a very regular basis - clearly she can afford her stuff. And yet people mail her things to use. Not just the odd piece of cardstock to try a different company, I understand that. I mean people sending her bottles of mist and buttons and adhesive canvas.
I think that people who are sensitive shouldn't blog. I'm not condoning personal attacks, but I frankly didn't see much in the way of "attacks" on Joan.
I am very sorry for your health worries, Joan, and am sending prayers your way. I hope you get positive answers soon.
However, I also think you can't have it both ways. You can't have a serious web presence and then expect that everyone will love you. You can't stomp your feet and make a fuss when it turns out that not everyone thinks you're the bee's knees.
One or two personal comments out of THOUSANDS of comments doesn't mean that this place is crawling with bad people and meanies; it means that, statistically, there are people here who don't agree with you. Saying you're a mediocre stamper is different than saying you're a bad person.
i see some really cute stamps here!!! mythoughtsexactly.co thanks Donna, i had never heard of them before and i love the fact that the shipping is included in the price! awesome!
I thought their prices were reasonable to begin with and that the free shipping made them an even better deal. Then with the 15% off I couldn't help but give them a try. Got the hot air balloons and the tie set. I already have a hot air balloon set (not PTI) but thought this one was so much cuter and had so many great possibilities. Don't care for the font, but I already have sentiments that will work fine.
My other PTI money for the month of May will go to A Muse ink pads to round out my collection once I figure out the colors and which do not duplicate my Fresh Inks.
20:16, about why people send things to bloggers: I think I know which blogger you mean, and I think people send her things because they want to see how she will use them in her fabulous CAS way.
They send her things because they want to sell products :)They usually send the products "for review" (hoping the review will be a positive one and will boost their sales)
I don't know the particular blogger you're talking about, but most companies send things to bloggers, youtubers etc with large followings so that they will use them "in public." The companies hope that when you see her make an awesome card with their buttons that you'll go out and buy them too.
Lots of times if the products that are used are linked on the post/video, they will contain a special URL that gives the blogger/youtuber "credit" for referring a new person.
Most "reviewers" have to disclose that they received the products for free (just like in a magazine the ads need to have "advertisement" written on them)...I'm part of a program that reviews products, and anything I review/talk about/post about - I need to say... I was send this for free to try out by... It avoids any kind of legal issues.
So, basically it's just a marketing technique to sell more products!
Nothing is calling to me either. I went through the chicken and chicken wire phase years ago when SU did it and then WMS also released a set awhile back had I wanted to do it again. This is making it so easy to stick to my guns!
Impression Obsession has the chicken wire in a cover-a-card which I like because it covers the whole card in one impression instead of having to line up the PTI strips.
Been looking for ages for the perfect Father's Day sentiment set and found it at mythoughtsexactly.co - thanks for the link and discount code! Oh, and there was free shipping, too. This set, that I'll use often, ended up costing me $10.16. How sweet is that?
Just checked out My thoughts Exactly. I thought that stupid mustache trend came and went and yet they are releasing this later this month. Um, no thanks!
I would be weary of ordering from the mythoughtsexactly.co website. They don't have any contact information listed, nor do they have a published customer service phone number.
Joan- You know when you read hotel or restaurant reviews, you discount the bunch that are over to top positive, then you discount the over the top negative ... then you hopefully find some truth in what's left.
I haven't read every comment but what I'm seeing is most people on here are supportive of you and are fans of yours. Please discount the trolls or the few negative comments and don't focus on those. It's of course natural to do that, but I am going to be hopeful that you are better than that. It's frustrating to see people focus on the negative..
Also, to add, I'm so over PTI right now. I didn't think it was possible for me to be in this state. I was the occasional purchaser (a few times a year) but ALWAYS really interested in the designs and the design team. Always look forward to their work. Right now, I don't even bother to look at the DT's blogs!
Their phone number, which I found on the 'ordering info' page (not on the contact us page) was for in store purchases and the nice girl who answered the phone could not help me with my online order.
Also, I read on their ordering page that to return an item, they require me to send them the item with a note as to why I'm returning it (defective, wrong items, etc.) include my original invoice and they would refund the purchase price to the card originally used. Shipping is not refunded.
I don't know if this same rule applies to online orders, so I submitted ANOTHER email using the 'contact us via email' link. I'm really hoping someone gets back with me.
I can feel myself getting impatient with this process, but I don't blame Impress. Yet. If any process doesn't run 100% smoothly and 100% quickly I start to have PTI flashbacks.
Nichole says this on the Shipping thread (that has been buried onto page 2)
"I can't specifically report on what other companies are doing or what their situations are because I am only behind the scenes here at Papertrey. But I do know that each company has to make their own decisions based on past experiences and the overall well-being of the company. There was a time when we offered first class mail shipping options for international customers. We began losing more money than we were making on international transactions because of the number of packages that had to be replaced."
If other companies can do it and turn a profit, I'd be looking at my process. Why, for instance, would they have been losing so many international packages in the first place? What is up with that?
Now let's look at the "solution": put trackin on them all, seriously inflating shipping costs. But what does the tracking do for you if the package is "lost"? That would be a big fat NOTHING, since the outcome is the same, you replace the customer's package. So how did the tracking option save them money from "lost" packages?
Nichole et al are the queens of the old flam flam. The unis don't see anything wrong, they buy it all hook line and sinker. But even if they didn't, they are not allowed to vocalize it. No one can question the queen of flim flam.
Now let's look at the "solution": put trackin on them all, seriously inflating shipping costs. But what does the tracking do for you if the package is "lost"? That would be a big fat NOTHING, since the outcome is the same, you replace the customer's package. So how did the tracking option save them money from "lost" packages? ------------------------------
I don't much care for being in a position of "defending" PTI's international shipping policies. However, with regard to the post above, I think that tracking isn't the issue so much as INSURANCE. The USPS insurance protects against "damage or loss", so presumably, by insuring the package, PTI is in a position to make a claim if the package is lost - hence, there IS a different to them, in that they don't lose when they have to replace a customer's order.
Of course, this really begs the question to begin with - why are so many international packages going missing from PTI, when nobody else seems to have this issue??
Assuming a "normal" rate of missing packages (which I'm sure has to be VERY low) the solution is so simple: add $1-$2 to the less expensive shipping cost, and essentially self-insure. If 1 package in, say, 500 goes missing, then you replace it. You've got $500-$1000 allocated to the occasional package replacement, which surely is plenty.
13:24 - I think what the poster you quoted was saying is that tracking doesn't help PTI if a package is lost.
That was PTI's excuse for high shipping costs...that each package needs to be tracked because they become lost...but having tracking on a package won't do anything, as far as making it cheaper to replace, if the package is lost. So, why are they paying for tracking?
To me this goes back to them not trusting customers and treating everyone like a scam artist - they're more concerned with someone trying to screw them over by saying they never received their package (so they get the tracking to prove it was delivered) than they are with providing good customer service.
Like the other poster said, insurance is what they want/need... and whenever I ship first class international, the packages automatically come with a certain amount of insuance, then you pay extra for more insurance. So, not sure they'd even have to add on a fee for insurance.
That said, I still don't understand why, CS representatives (Nichole/DT) bother answering questions when they have no idea what they're talking about. They must think their customers are idiots to believe their explanations (excuses.)
Shipping insurance is the biggest scam going. No company should be "losing" that many packages in the first place.
I've shipped international for many years, admittedly not near the volume of PTI, but I've probably been shipping stuff years longer than them. I have "lost" a total of ZERO packages. Imagine if I had paid for insurance on all those packages over all those years, what a total waste of money. What a total bunch of pissed off customers because they are paying through the nose.
Like someone else stated, IF you are so darn paranoid about the ability of the postal services to deliver your correctly addressed and documented packages, then simply add on a dollar or two to EACH package and there's your insurance fund. They are so dumb. They constantly take a sledge hammer approach to knock in a nail.
Got my new inks. I think I have most of the same ones as everyone else, but I did order the Blue Sage.
I will start by saying that I absolutely love it, BUT it's on the gray side. So, it's another option for those that are looking for a nice gray.
And Chamomile is LOVELY.
After three days of sneaks, I will say that I happen to like the Framed Out #3 set. I like the chicken wire as well. I have a chicken wire stamp form the DT that I am on and it is impossible to line up,so I might consider the PTI version.
I missed the whole issue with Lizzie's set. I was never interested in that set to begin with. However, I am curious...does anyone recall some of the specific sayings that were incorrect and what would have been the correct thing to say?
At this point, I have to wonder if someone in the Cincinnati P.O. is stealing their packages and selling them on ebay. I can't even dream up anything else that would explain why Int'l shipping is particularly complicated for PTI and not the rest of the world.
I missed the whole issue with Lizzie's set. I was never interested in that set to begin with. However, I am curious...does anyone recall some of the specific sayings that were incorrect and what would have been the correct thing to say? 7 May 2012 15:53 ---------------------------------------------------------------
I can't remember all the details, but some of the languages had sayings that people that speak the language said are not really used, or are too formal. I know that for the Spanish one it was a problem with exclamation points... We use an upside down one at the beginning and a regular one at the end. Same with question marks, and in some of the words, they were missing.
Or just don't buy from them if you are international and stay worry-free
7 May 2012 15:46
Ha! A great solution on the user end and I'm sure many have chosen that route already.
However, as a CS response it totally repudiates customer concerns and perpetuates the problem. You eventually reach a point of diminishing returns when you constantly negate customer issues. Then again, your "solution" pretty much cryTstallizes PTI's whole philosophy, i.e., it can't be PTI are wrong or need to change, the fault therefore lies with the customer.
I assume you are either one of the brilliant business women or else a poor misguided uni.
How many farm animal cards do people make? Maybe it's cause I'm a city girl, but chickens aren't something I see myself using. Unless I'm making enchiladas.
13:24 - I think what the poster you quoted was saying is that tracking doesn't help PTI if a package is lost.
That was PTI's excuse for high shipping costs...that each package needs to be tracked because they become lost...but having tracking on a package won't do anything, as far as making it cheaper to replace, if the package is lost. So, why are they paying for tracking? ---------------- Yes, I GET that that's what the previous poster was saying. My point was that it isn't just the TRACKING that is driving up the price, it's the need for INSURANCE. And insurance DOES make it cheaper for PTI if the package is lost, because they can make a claim. They can't do that with tracking alone.
---------------------------- Like the other poster said, insurance is what they want/need... and whenever I ship first class international, the packages automatically come with a certain amount of insuance, then you pay extra for more insurance. So, not sure they'd even have to add on a fee for insurance. ------------------------------ I am certainly no expert in shipping internationally, but are you sure about this? I have never understood that FC international includes insurance. If you look at the postal site explaining the different services, it does not appear that way:
https://www.usps.com/ship/service-chart.htm?
On the "international" tab, notice that Global Express Guaranteed, Express Mail International, and Express Mail International Flat Rate all state that they include insurance up to $100 and additional can be purchased. Priority and First Class international make no mention of insurance. If you go to the "add insurance and extra services" tab, it again mentions Global Express, Express and Priority as allowing insurance; no mention of First Class.
Again, I'm not defending PTI's shipping practices. BUT in terms of the point being made that their higher-cost international services don't make a difference in terms of THEIR cost of replacing a "lost order", I just don't think that's true.
@ 17:53 - sorry, I must have misunderstood your post. It seemed like you were saying they don't need tracking, which is what the other person also said - my mistake :)
To answer your question...I'm sure that when *I* ship first class international, the items I ship (about 5 per week) come with a set amount of insurance. I have the option to insure it for more, at a cost.
I said I was not sure if they need to add insurance.
The items I ship are most likely larger than the average pti order, so that might have something to do with it.
Also, with the items I ship, the customs form number gives me an idea of tracking - it will tell me when its being sorted, when its out for delivery, and that it has been delivered - there is no delivery confirmation though.
All I'm saying is, it sounds like a bunch of BS from PTI, because if they took any time to look into the options at the post office, I'm sure they could find something that works better for them and their customers.
People are hoping for a goat in the farm set? ------------------ I haven't been on the forum in a long time but the whole goat thing used to be a joke between Becky O and Ted. It went on wayyy too long back then ... if Ted has revived the joke then well .... that's what that is all about.
I missed the whole issue with Lizzie's set. I was never interested in that set to begin with. However, I am curious...does anyone recall some of the specific sayings that were incorrect and what would have been the correct thing to say? ^^^^^^^^^^^^^^^^^^^^^ If I remember correctly, it was discovered that nobody says "Flippin Lordy Bees" in any other language either ;)
Maybe they should only insure the really valuable packages and just take the risk on the others. Those stamp sets supposedly have a really low cost to make. They would not be out much.
To answer your question...I'm sure that when *I* ship first class international, the items I ship (about 5 per week) come with a set amount of insurance. I have the option to insure it for more, at a cost.
^^^^^^^^^^^^^^^^^^^
You are wrong. First class international does not come with insurance. Moreover, it cannot have insurance added to it. See the blurb above, insurance can only be added to Priority and Express mail.
Again, I'm not defending PTI's shipping practices. BUT in terms of the point being made that their higher-cost international services don't make a difference in terms of THEIR cost of replacing a "lost order", I just don't think that's true.
7 May 2012 17:53
I know you are not on here just to defend them and I am the one who posted that I have shipped overseas for years.
My broader point was that other companies are not throwing away the baby with the bathwater by insisting on these expensive postal services that cost so much more money for the customer. And they seem to be able to manage their profits just fine and stay in business.
JUST insisting on placing tracking on an international package (which is useless) prohibits using the more cost effective option of first class international. Which I have used for flippin' :D years without a single lost package.
But their thing about adding insurance is just as crazy. Anyone who has been in any type of business where they ship overseas for any amount of time soon figures out that it is a waste of money to be adding insurance to all those packages. It just doesn't make sense. You can self insure just as easily and have more than enough in the fund to cover the occasional lost package. Or, more commonly and what I expect most businesses do, is you can figure the odd lost package as a cost of doing business.
But if PTI are having so many lost packages that they are paranoid about insuring them all then I would say that they SERIOUSLY need to figure out WTF is wrong and why that is happening in the first place.
For most businesses this is a simple cost vs benefit analysis calculation. You want more customers which equals more sales. So you avoid doing those things and having policies which decrease your benefit (customers). Having high shipping costs & slow delivery times are universally recognized as poison to online businesses.
The phrases in in other languages was a joke. There was a mistake in Dutch, my native language. I was born there and lived there until I was 28. NO person would have ever said it like that. I am not even going to bother with that set (But I am not buying form them, so they won't mind lol)
One of the most important points here, is why PTI lose so many packages??
I am international, order from USA companies (and Europe) all the time and have always received my orders, safely, usually within a 2 week period.
So, back to the beginning - why does PTI only have this problem. Perhaps they are not being really, really, truthful the 'large number' of packages they used to lose.
Their high cost of 'priority mail' is a bit of a joke anyway when they take 4-5 weeks to arrive.
I am international. I ordered from 2 peas on 29th April and received my box TODAY 8th May. How come I can get things from everywhere around the world within 2 weeks.....except PTI that takes 4 - 8 weeks.
Just saw Nichole's comment about shipping costs, and this part of it jumped out at me:
"...Much more complicated equations are required, which means hours an hours of programming for our tech staff..." ===================== This equates to PTI treating their customers as children, not as adults - by assuming that none of their customers know squat about shipping etc.
They don't want to change. We need to get used to it, move on, and enjoy spending our money with companies that really like their customers.
I don't understand how PTI loses so much money on int'l shipping when the int'l customers are paying (out the nose!) for the shipping. Considering the time they (PTI) took to come up with *those* rates, why would they be losing any money at all? Did they not compute the actual cost into what they are charging. NONE of it makes sense to me.
PTI does not lose money on International Shipping. PTI was losing money when they were sending packages via First Class International, which does not allow for insurance. You would be surprised at the number of packages the post office / customs "lost" when there was no insurance available for the shipment. Try telling your customer that their package has been lost and they have no recourse. It doesn't matter if you made that clear during the order process when you explained that their shipment could not be insured...they will not be happy...
Thanks Rick for your input, but it still doesn't explain why, as one international, I have ALWAYS received my first class mail packages, and usually within a 2 week window.
From what I am reading, it just seems that only PTI have had trouble with lost packages when they used to use first class international.
Neither do I....I just know that the switch was made several years ago when it seemed like there were a LOT of issues with customers getting their goods.
I am sure that if there is enough of a demand for change, that they will come up with another, less-expensive way to ship.
As someone mentioned above, why doesn't PTI self-insure? Or use a shipping insurance provider (non-USPS)? Not only do the shipping insurance companies charge a much lower rate than USPS, but they have lower thresholds for putting in a claim. Do you know the hoops you have to jump through to claim a loss through the USPS?
I have sent many, many packages internationally and domestically and "lost" only a handful. My claims were quickly and easily resolved through my shipping insurance provider.
It is ridiculous the number of lost packages PTI claims to have. I understand that PTI was losing money on lost packages but you have to build that into your operating costs. And do folks not realize that PTI is only losing the wholesale cost of the items, not the retail cost.
PTI gives women-run businesses a bad rap. It's like the Real Housewives of PTI.
Hi Rick. Nice to see you again and have some clear-headed input from someone who understands the PTI business. It seems to me that there IS demand for another (cheaper) shipping option for internationals. Many of them choose to use a shipping buddy from the US just to get around the PTI shipping rates. I hope they will consider something for these stampers. Since I'm in the US, I don't have a dog on that particular fight.
In other news. I love hydrangeas. I had a cart full until I cleared my cookies and *I* made it dump (this time). I might order. I promise I won't whine about how long it takes. I won't whine if my cart dumps on May 15. But, I really like those hydrangeas...dammit Janet!
Posted an explanation on the forum concerning the cart-dumping issue and a possible resolution. http://forum.papertreyink.com/forum/viewtopic.php?f=7&t=35411&p=391244#p391244
"I am sure that if there is enough of a demand for change, that they will come up with another,..." ---------------------------------- I look forward to the day that Papertrey can find business solutions proactively. Especially now that the customers have no way to voice their "demand".
06:51 I would have to respectfully disagree. I think the forum provided the opportunity to customers to express their desires in this area, and I think Nichole explained to the best of her ability what this issue and possible solution were. Maybe not to everyone's satisfaction, but she explained it nonetheless.
the forum provided the opportunity -------------------- Past tense is the key point. Now anything less than sunshine and boring conversation is flushed away to ZenNowhere.
The zendesk is the online equivalent of a suggestion box. Management can pat themselves on the back for giving people the opportunity, but nothing actually changes.
7:10 941 tickets SOLVED since Zendesk was put in place. Customer service response time on a ticket averages hours, not days, and resolution time is less than 48 hours for about 90 % of the tickets. Progress, not perfection...
Oh Rick, I beg to differ on the resolution thru Zendesk. At least if any experiences are like mine.
I stupidly bought from PTI. I have a problem with a stamp set.I submit my ticket. Dave responds (quickly) that "my replacement will be sent out as soon as they can." Ticket solved and closed.
Now I don't have my stamp, have no idea what "as soon as we can" means and am left to wondering when my ticket will be solved and closed from my perspective.
I agree InkStink...that is about as shitty a response as you can get. I would just reply to the email and ask him what "as soon as we can" means. Responding to the email will automatically re-open the ticket and place it back in his queue
Not sure it matters to those of you whose minds are made up, but I've had a pleasant experience with Rick via the Zendesk. I tried to go through Dave and the old CS and got the runaround for literally months... months... over a login issue. Rick fixed it almost instantly. And it was such a common sense fix that it made me wonder WTH Dave is doing in that job at all if neither he nor the IT contact he kept referring to couldn't have figured it out in the weeks and weeks I gave them.
Thanks again Rick for your speedy help on something so simple, yet important to the customer.
It has been said here that some of the tickets that have been CLOSED have actually not been solved at all. Non-answers are not helpful even if the ticked does get CLOSED.
This new ZenDesk just seems to be a bandaid - it can report numbers based on definitions defined by PTI. Perfect example is InkStink @ 8:24am. Look how quickly her issue is resolved! Um no, not until she receives her correct order.
I used to do work in this type of field. You can work the numbers to your advantage(to a point).
I am in customer service now...albeit remotely from Louisville (during off hours from work of course). I handle all of the website-related customer service, and anything else I can snatch out of there to solve :)
I am also now involved in getting the website where it needs to be. It is going to be a slow and painful process...but it is going to happen.
8:38 The beauty of the ticket system is that if the customer is not satisfied with the resolution, they can simply respond to the email and it opens the ticket back up. If a decent answer had been provided in her case, there should not have been an issue with closing the ticket. Will see if that is something he can include in every one of his closures to make sure they know it can be opened right back up if the issue has not been solved.
I have updated the Zendesk System to include this response in every email when a ticket gets closed.
Your request has been deemed solved. If you feel like your problem has not been addressed to your satisfaction, Please reply to this email and it will automatically place the ticket in an open status and assign it back to the closer.
If you need to check the status of your ticket, just click this link:
LINK
Thank you for allowing us to better serve your needs,
Rick: ".....Will see if that is something he can include in every one of his closures to make sure they know it can be opened right back up if the issue has not been solved...."
And I think if Rick had been on this job from the start, that would have been in place already because I am certain no one understood that to be the case. I absolutely think it should be in every communication from zendesk - just add it to the signature line.
Thanks for the info Rick.
Hoping the Bazzill cardstock in Marshmallow is available in more stores soon - 'been looking for it and only found it in one place so far.
thanks 09:11 - changed to say "placed in a "solved" status. ------------------ I'm glad you took the time to make that tweak. It's the little things that sometimes have a big impact.
I agree, 9:23. I loved the YOF sets, although I don't have any because I have forty gazillion flower stamps. Hydrangeas are my favorite flower, though, so if there was a hydrangea stamp that looked like the YOF sets, I'd think about buying it. I don't think this set is totally ugly, but I don't like how cartoony the flower looks.
Also, Rick, I like that you're providing information about how PTI perceives Zendesk to be working. I think that kind of open communication is what can facilitate better customer service, and clearly already has just in the conversation here where people found out they could reopen their ticket by replying to the email. I know it would mean a lot to people if Nichole could be so open about what's going on and so willing to change things to give the customer an easier experience.
Thanks for responding and taking action on the zendesk situation. I will admit I was put off by the ticket brig closed just because I got a non-answer reply. I am very glad to know that replying will reopen the ticket.
Also, having "insurance available" doesn't seem to have alleviated the lost package problem does it? Why do they lose so many packages? I will never understand this.
I've had a couple of Zendesk tickets solved by Rick. And Rick, I did see your explanation on the servers issue on the forum. I do wonder if that was the problem. Sounds plausible. I will watch and see...as my cart was dumping regardless of the browser I used, logged in or logged out, etc etc etc. Stuff would stay in there for weeks at a time, I'd go to add something else and poof, everything gone but the new thing I just added. It was as frustrating as hell - and I couldn't figure out what was going on or what was triggering it.
and the reason I think it was dumping was when you went back to the site with the items in your cart, you could actually be to a different than the one you were connected to before. Now, this should not normally be an issue...but the website was originally developed to run on a single server (who thought that would be a good idea??) and so it may not have been coded to handle the switch between servers...
Oh Rick, I hope that really does solve the problem of carts dumping! I know that has been very frustrating to people.
You're doing great so far! For your next trick, would you please make it such that it always displays 150 items per page, or at least remembers when I have changed it what my preference is?
I sent an email to the Zendesk asking why the search had to be SO specific, ie: if I used a lower case letter and the item I was looking for had a capital in the product name it would return no results. I tried three different combinations of spellings and each returned no results, all because I omitted a capital letter in one of the words. That to me is beyond ridiculous, the search should be able to find something CLOSE to what I type.
I was told 'less is more' with their search, the more vague my search words were, the more results I would get.
Well, that is exactly what I was trying to avoid. I didn't want to scroll through three pages of results when I'm looking for something specific.
And I have sent an email to the developers asking them why the search cannot return "close" matches.... we will see what it will take them to fix...seems like it wouldn't be a big deal..
Thanks Rick! Two more suggestions for little tweaks that would greatly improve the customer experience...
1. When logging in, code so when customer hits the return key it submits the form rather than closes it
2. When viewing orders, have the default sort be most recent orders first - most people are trying to check status on an order they just placed, not looking for info on the first order they made several years ago
Another website request everyone has been asking for: Have quick link buttons to go straight to a category of stamps (or dies or whatever) rather than having to scroll through to get to a category and having to guess what page that category starts on. Or have a drop down menu for the categories ... at this point, most people will just give up searching and for new customers, they would have to scroll through pages and pages in order to view what we used to be able to see in grid format with way more sets per page.
Also, is it possible to make it so you can hover your mouse over the set and see the graphics? Right now they are so pixelated and the whole set is not visible that you have to click on each one in order to see it properly. Before, you could see the whole set at a glance without having to click to see it. Many e-commerce websites have this - for clothes, stamp sets etc.
I don't know if PTI realizes how many new/semi new customers they are losing and have lost because people can't see all the amazing products unless they are able to search a set using the search function.
193 comments:
Well Lordy bees, looks like I'm first. :)
I want to provide some feedback on what it is like to see yourself discussed by anonymous posters.
At first I chuckled when I saw myself criticized for purchasing stamps from PTI. Then I groaned and sort of chuckled when I saw my stamping referred to as mediocre. I joked about it but it hurt my feelings to see it in black and white.
I responded yesterday here as I had a lot on my mind unrelated to stamping and it just poured out. I regret using this blog to do so. But since I did, I'll finish my thoughts.
Some of you are clever and funny. And mean and cruel.
As yesterday wore on I found myself wondering about the anonymous comments. Were these folks I know? strangers? friends?
It has made me question every relationship I have in the stamping community. And I'm just a 10 minute bit player in this. I cannot imagine the collateral damage anonymous comments have caused others.
I'm no saint, but when I have an opinion, I'm not shy. If it is worth saying, my name is on it.
Well said Joan.
I don't even know you but you are spot on.
I choose to remain anon. here but am also careful of my words.
I post under the forum as myself - if I have legitimate questions or comments I don't need to hide.
I am not a person who posts on this smack blog, but rather I have used it to keep up to date with PTI CS issues, since the threads that have allowed this type of feedback are banned on PTI forums.
I agree with you that smacking individuals, and particularly anonymously, is mean and cruel.
I have always told my daughter that bullies usually have low self-esteem themselves and often have low talent in the things they bully about. Knowing that doesn't take the sting away from such bullying, however.
I hadn't visited your blog (or so I thought) until I sought it out after reading the comments the other day. When I saw your blog name, I realized that it is one of my fav subscriptions in Reader. I just didn't attribute it to you.
You have LOTS of talent. You have provided me with lots of enjoyment and inspiration! I guess that is my personal weakness that I never paid attention to your name and it's too easy "to read in reader".
I hope that you do not doubt your stamping friendships either. I'm pretty sure that the people or person that smacked you here has never been your friend on a board, or on your blog.
I wept when I read your medical story ... I wish you the best in that area.
So, in closing this post Joan B ... you are courageous AND talented AND are definitely not a bully yourself.
I hope that you purchase whatever products you want to purchase, and from whatever company you want to purchase them.
AND I hope to see more of your wonderful blog posts for the years to come.
Please know that there are more people who love your work than there are mean girls who smack you and/or other individuals.
I think smacking company policies and practice is fair game, but people...NO
I hope a seed has been planted by Joan and it grows and people move on. Bad karma will creep into your lives.
Let go of the anger
Well said 6:04.
It never ceases to amaze me the cruelty people are capable of. Then again, I shouldn't be surprised, most of us witnessed it way back in Jr. high school.
I believe more people here than not would agree 100% with the post by 06:04. Myself included.
Let's get back to why we're here - two more sneak peeks and they are definitely same ol', same ol'. No surprises there!!
Having been the target of personal smacking before (on one of the previous incarnations of PTI smack boards), I completely agree with Joan. Even though it is obviously just mean-spirited venting, it does hurt. And it makes a person wonder if it's an online friend who thinks so little of them to bully them from behind the shroud of anonymity, or if it's just a mean stranger.
I get that this is a smack board and that we're "allowed" to say whatever we want. I don't see why we need to resort to random bullying instead of focusing on the reason that I think most of us are here - to call attention to issues at PTI.
Joan, you're going to drive yourself crazy thinking about who said what about you under an anonymous tag.
I know it can be hurtful to receive comments like that - I didn't want to start a fuss on the main PTI forums about my CS issues because I was afraid of people sending me nasty comments. But, you know what? It doesn't matter.
If people you thought were your friends are saying mean things about you, then they're not worth your time and energy. (chances are it was NOT one of your "friends" who said hurtful things about you)
But, whether it's your friends or strangers saying things like that - have more faith and confidence in yourself. Just because someone called you a "mediocre" stamper, does not mean you are one. (I checked out your blog and think you're great, btw - and "mediocre" is nothing compared to some other insults people have gotten lol)
I think everyone who posts here needs to expect that at one time or another they could be in the line of the smacking fire, it's just the nature of a "smack blog." Sure, it would be nice if the smackers didn't smack each other, but I wouldn't want this blog to be full of rainbows and unicorns with no anonymous users and people afraid to say what they're really thinking.
7:35
I agree. So far the previews aren't inspiring me.
I agree with a lot of what has been said. The reason that I post annon is because I have seen those that use their names get attacked and it would just crush me.
I don't post about people as I know how it feels but I do think that this blog serves a purpose.
Joan, I am sorry for everything that you are going through . Thank you for telling the one or two annon people that their words do in fact carry weight.
Oh, yeah, also not thrilled with today's peeks. I have enough sentiments and frames to last a lifetime.
Cyber bulling. That's all this blog is. I don't order from PTI because I like to color and I just don't like the style. I ran across this blog from SCS; I was initially shocked. Smacking PTI as a business is one thing but the personal insults (even to Nicole) is just wrong. Don't like them, don't buy from them. That simple.
I agree with Joan that as much as you try to brush it off, it leaves lingering doubts about a lot of things. I don't care for censoring, but I do not think posts targeting people should be allowed.
re: 08:44
Nicole is the face of PTI, everything she does reflects on her company whether she intends it or not. That is the price you pay for that position. The attacks on Nicole are not personal, they are frustration and anger as a result of her smarmy customer service replies on the forum. She comes off as very arrogant and condescending which does not help a customer looking for help with a CS issue. She brings it on herself.
09:16. If that's how you justify it... Rock on. Cyber bulling. Plain and simple.
Cyberbullying, 8:44/9:23, Really??
Perhaps if you're that sensitive, a smackblog is not the place for you.
From stopcyberbullying.org:
Cyberbullying" is when a child, preteen or teen is tormented, threatened, harassed, humiliated, embarrassed or otherwise targeted by another child, preteen or teen using the Internet, interactive and digital technologies or mobile phones.
It relates mainly to children. Grow up.
9:32 so being an adult gives you the right to di what you want? Well once a bully always a bully
Takes one to know one, 9:49.
Cyberbullying laws apply to all no matter their age. AGE has nothing to do with the rightness. It does not become OK to hurt people simply because of their age.
I don't buy that definition of cyberbullying either. Age has nothing to do with it.
But I also don't think mentioning the owners here is cyberbullying either. Negative comments about how they run the business are fair game as far as I'm concerned. Personal attacks are another story.
I think someone on the last post here commented about PTI selling in stores and leave the PR/customer business to others. I think that's a great idea. Hope they do that.
While there are some people that post mean things about other people on this blog (and I am in no way excusing it) the majority of posts are about customer service and those kinds of issues. There is helpful advice about shopping alternatives and discussion about products.
As long as people are able to post anonymously there will be some people that choose to say unkind things. That doesn't mean that the entire blog is cyberbullying.
We're not the bad guys here. Wasn't this started as a forum where we could express our frustration with PTI's extreme lack of customer service? We have the right to express our views if Nichole's attitude annoys us or if the DT is put on the PTI forum to keep the sunshine coming and brush any problems under the rug by either deleting or locking threads.
Those who don't like this blog come here and post about how rotten people are here, when most of them are not rotten and are not unkind.
Who's the bully here?
Unity has a new set of flip flops coming out.
The old PTI set with flip flops is called Day at the Beach.
I agree 10:07 - Saying things about Nichole in regards to how she responds to Customer Service issues, to me, is not out of line. PTI's customer service is the main reason I checked out this blog in the first place. Nichole's snarky responses = bad customer service = smackable, imho.
I don't think it's nice to "smack" on other people, but I also don't really think what I have seen here should be called "cyber bullying."
Maybe I just have a thicker skin than most people? But, I don't think that just because someone shares their opinion and it might hurt your feelings that you are being "bullied."
Yes, there is definitely a line that can be crossed - but calling someone's work mediocre, or saying they have a snotty tone when replying to customers,to me, is not bullying.
I agree - personal attacks online are considered cyberbullying regardless of age. In fact, the definition shows us that the people doing it are in fact acting like malicious children and pre-teens! That is because that is the age of the people that usually take part in these actions.
This blog is supposed to draw attention to the policies of the company rather than personal attacks, or so I thought.
Joan, I too did not realize or put together the fact that you are the owner of that fabulous blog! You are very talented and I love your cards. I have been looking at your site for quite a while.
Hope that you can put this health scare behind you soon. You have many followers and friends online who are sincere and supportive.
Joan, I would be just as hurt if I was called names on an anonymous blog. I think that we can all agree that people will say things that they wouldn't say if they had to post with their name attached.
I would use my own name for the words that I write but as a poster above said, it seems to open you up to personal attacks. Even if they are only msde by 1 person, the words still hurt.
If you want to know the truth, it is Joan's blog and gorgeous cards that have MADE (LOL) me buy more stamps than any other blog.
Really? another frame? its getting old! I always wondered what their warehouse looks like, with all the shit they put out every month...I'm starting to think this is ANOTHER reason why the packages take forever to leave to the post office, cause it takes them forever to find their shit!
^^^ I think that was the point that one poster brought up was that Joan does have a huge following and that if it appears that she is giving PTI the thumbs up, it must be okay to order.
And now the Website thread on the PTI forum has been locked. No unhappy people are allowed on their forum.
Locking that thread because of the discussion of cart dumping is ridiculous. The big concern was that people can't even find what they are looking for.
Is a useable website CS?
Beyond stupid.
And that is why this forum exists.
Lordy Bees! My cart did not dump overnight. Not that I am ordering, but was just curious.
Rick was the one who locked the thread.
Hmmm. I wonder if using the word "flippin" would get a PTI forum thread locked. I've always considered that word a variation of a much more unpleasant word. Not exactly anything I would put on a card. However...now that it's a PTI stamp ... would it violate their own TOS? If I were brave enough I would start a thread about their "flippin website dumping my flippin cart" and see what happens.
I've never considered "flippin'" as a more acceptable version of that other F-word at all.
It's just that you usually hear the word flippin' as an adjective for something negative, e.g.,
"That driver was so flippin' rude."
"That house is so flippin' ugly."
I would NEVER say have a "great flippin' birthday." That just sounds sarcastic and mean.
Once again, PTI making a poor choice.
I don't think flippin' is a bad word either, but is it appropriate in that sentiment?? I bet most people think not.
I agree. You don't say "have a flippin day" or Have a flippin' summer". "Flippin' sympathy wishes"? because it is a bummer he died or maybe "Have a flippin' divorce"?
It's one of those words like the way the British use "bloody." It's not a bad word but it's not complimentary either.
I've never heard the word flippin' as a compliment, so I would never use it on a card.
I think PTI has gone flippin' crazy.
I don't care for censoring, but I do not think posts targeting people should be allowed.
6 May 2012 08:45
Oh FFS that is a total contradiction. Any cesorship is un American.
OK, so someone said something mean about joan and she got all hurt about it. It wasn't even all that bad and there's been far worse things said on here. So people post anon, get over it, that is the nature of the blog. For that matter no one would know if joan sometimes posted mean comments under anon cover, would they? The point is, no one knows who the fuck is behind the anon name and giving anon people power over you is moronic.
I'm sorry for what joan is going through, but by her own posts, she probably over reacted to something because of what is going on in her life. If some of you people are so damn sensitive and don't like it here it is very simple not to tune in.
You are entitled to your opinion and I am entitled to mine. All that Joan was saying is that annon words sting.I agree with her. You are probably right that she is feeling sensitive because of what is going on in her life. I would be too. All that she did was to let people know what it feels like to be talked about anonymously.
I don't agree with censorship but I find your post insulting. You cannot tell somebody else how something should or shouldn't make them feel.
Can I say Ted is creepy, or is that no longer allowed?
I think you all are whiney babies. If you can't handle the internet, get the hell off.
Say that under your own name.
Dawn probably won't see the apology post because it isn't her turn to babysit the boards until next week sometime.
You cannot tell somebody else how something should or shouldn't make them feel.
6 May 2012 13:38
Maybe, but you can suggest if they don't enjoy the place and accept the good with the bad, they probably shouldn't be on the interwebs. You can't control what others do, only what you do. Trying to control what others do via censorship is the PTI way.
Ted is incredibly, wildly and shudderifically creepy.
Yeah, I guess we can say that.
I think I prefer the wild and crazy anon posts that aren't always nice to a place where people post apologies about starting a thread with the same question as someone else. Am I reading that right?
Do these people need permission to breathe, too? Wacky.
I could see how the "flippin'" sentiment could be used to make a humorous card for the right person. It would have to be someone that you'd also be comfortable using the other "f" word with though, because to me, flippin' is just a substitution for that word.
I don't think it's a good sentiment to use if someone just likes flip flops lol (which is how it seems PTI intended it)- My grandma loves flip flops and I would NEVER use that sentiment for her. She'd make me lick soap!
Unrelated - when I was visiting my grandma in Floria, some lady in their retirement development literally attached flip flops all over the outside of her house. Like shingles but flip flops. ALL OVER! Bonkers.
Re: cart dumping. Did a test last night to see what happened. Put a random set in my cart and it's still there this morning. I'm using Chrome on Mac OSX 10.7.3. Not arguing anything for or against PTI with this info, just noting it for those interested in tracking where problems are. I'd post it over on PTI's board, but they clearly don't care and would probably just lock the thread.
Unrelated - when I was visiting my grandma in Floria, some lady in their retirement development literally attached flip flops all over the outside of her house. Like shingles but flip flops. ALL OVER! Bonkers.
Now there's someone you could wish a flippin' birthday to!
Yup, flippin' is the word I use when I don't want to say the other f word.
Maybe the stamp sentiment reads
Have a flippin' birthday
You old fart
Is this the companion stamp set to Lizzie's "things you wouldn't really say in other languages"??
"Things you would never really say in English."
Oh come on. So you may use flippin' instead of a nasty F-word -- but that doesn't make flippin' a bad word! More like using 'fudge' instead of the nasty. It's not a cuss word for crying out loud.
Still a stupid word to use in the sentiment though.
I agree it's not a cuss word. But like a bird with splattering diarrhea ... we all interpret things differently. I personally wouldn't make a card using "flippin" because it's not my style. But I also don't say things like "Live your bliss". Just my personal style.
16:03 - I agree, I'd never use "live your bliss" or "like a rainbow you color my world"...not my style either...its not something i'd every say to anyone in person, so I probably wouldn't put it on a card... actually, I'd probably be more likely to wish someone a happy flippin' birthday, so maybe I would use that sentiment ;)
I might say, "flippin out" which doesn't seem so bad (to me). Not sure how I could use that on a card though. Lol.
my cart has never dumped
15% off and FREE shipping at mythoughtsexactly.com with code 15OFF
Got 2 very cute sets pre-ordered.
mythoughtsexactly.com
Thank you Donna.
Is it just me or does the word sex just pop out of this address?
18:50, it WAS just you, LOL - now it's all of us!
I noticed the word sex also and wondered what type of products they sold!
This blog just got a whole lot more interesting!
If you look at the word made up by the three letters following the other three we're talking about, it gets more interesting (I'm not going to write it here in case it would end up on some Google search).
What were they thinking when they came up with the name for their site? Maybe they have some sort of 'back room' additional business!
I bet they came up with the name without putting them altogether until they did the website and then they had probably already established the name and business formally.
I have a sincere question. Why do people send things to bloggers? There is a specific blogger who is very popular. She buys stamps, tools, etc. on a very regular basis - clearly she can afford her stuff. And yet people mail her things to use. Not just the odd piece of cardstock to try a different company, I understand that. I mean people sending her bottles of mist and buttons and adhesive canvas.
Hey, unless you want to go to somebody's very personal blog, try mythoughtsexactly.co
Not dot com.
You are welcome.
I think that people who are sensitive shouldn't blog. I'm not condoning personal attacks, but I frankly didn't see much in the way of "attacks" on Joan.
I am very sorry for your health worries, Joan, and am sending prayers your way. I hope you get positive answers soon.
However, I also think you can't have it both ways. You can't have a serious web presence and then expect that everyone will love you. You can't stomp your feet and make a fuss when it turns out that not everyone thinks you're the bee's knees.
One or two personal comments out of THOUSANDS of comments doesn't mean that this place is crawling with bad people and meanies; it means that, statistically, there are people here who don't agree with you. Saying you're a mediocre stamper is different than saying you're a bad person.
Which set does the sentiment, "Don't judge each day by the harvest..." come from?
i see some really cute stamps here!!!
mythoughtsexactly.co
thanks Donna, i had never heard of them before and i love the fact that the shipping is included in the price! awesome!
I thought their prices were reasonable to begin with and that the free shipping made them an even better deal. Then with the 15% off I couldn't help but give them a try. Got the hot air balloons and the tie set. I already have a hot air balloon set (not PTI) but thought this one was so much cuter and had so many great possibilities. Don't care for the font, but I already have sentiments that will work fine.
My other PTI money for the month of May will go to A Muse ink pads to round out my collection once I figure out the colors and which do not duplicate my Fresh Inks.
Did you notice that their international shipping was a whopping $3? LOLOL!
20:16, about why people send things to bloggers: I think I know which blogger you mean, and I think people send her things because they want to see how she will use them in her fabulous CAS way.
@20:16
They send her things because they want to sell products :)They usually send the products "for review" (hoping the review will be a positive one and will boost their sales)
I don't know the particular blogger you're talking about, but most companies send things to bloggers, youtubers etc with large followings so that they will use them "in public." The companies hope that when you see her make an awesome card with their buttons that you'll go out and buy them too.
Lots of times if the products that are used are linked on the post/video, they will contain a special URL that gives the blogger/youtuber "credit" for referring a new person.
Most "reviewers" have to disclose that they received the products for free (just like in a magazine the ads need to have "advertisement" written on them)...I'm part of a program that reviews products, and anything I review/talk about/post about - I need to say... I was send this for free to try out by... It avoids any kind of legal issues.
So, basically it's just a marketing technique to sell more products!
Day 3 sneak peek!
Chicken and chicken wire!
SMH!
SMH?
SMH=Shaking My Head
I haven't even received an acknowledgement of my email sent to Impress about the dry ink pads they sent me.
Not looking too good for them.
You can call Impress. Unlike other places we know, they do have a phone.
6:36, thanks! I'll try that.
They are in Seattle and open around 10AM.
Okay, with every sneak peek this month it becomes easier to walk away.
Nothing is calling to me either. I went through the chicken and chicken wire phase years ago when SU did it and then WMS also released a set awhile back had I wanted to do it again. This is making it so easy to stick to my guns!
Impression Obsession has the chicken wire in a cover-a-card which I like because it covers the whole card in one impression instead of having to line up the PTI strips.
Been looking for ages for the perfect Father's Day sentiment set and found it at mythoughtsexactly.co - thanks for the link and discount code! Oh, and there was free shipping, too. This set, that I'll use often, ended up costing me $10.16. How sweet is that?
I purchased the honeycomb style background stamp that covers the entire card from Market Street Stamps and LOVE IT!
There is a really cool chicken wire embossing folder I got not long ago. Either LIfe Style Crafts or Sizzix, I think.
Regarding the sneak peeks: I'm safe.
Just checked out My thoughts Exactly. I thought that stupid mustache trend came and went and yet they are releasing this later this month. Um, no thanks!
I would be weary of ordering from the mythoughtsexactly.co website. They don't have any contact information listed, nor do they have a published customer service phone number.
wary
Joan-
You know when you read hotel or restaurant reviews, you discount the bunch that are over to top positive, then you discount the over the top negative ... then you hopefully find some truth in what's left.
I haven't read every comment but what I'm seeing is most people on here are supportive of you and are fans of yours. Please discount the trolls or the few negative comments and don't focus on those. It's of course natural to do that, but I am going to be hopeful that you are better than that. It's frustrating to see people focus on the negative..
Also, to add, I'm so over PTI right now. I didn't think it was possible for me to be in this state. I was the occasional purchaser (a few times a year) but ALWAYS really interested in the designs and the design team. Always look forward to their work. Right now, I don't even bother to look at the DT's blogs!
Just saw Nichole's comment about shipping costs, and this part of it jumped out at me:
"...Much more complicated equations are required, which means hours an hours of programming for our tech staff..."
If I was international, I would want to say "Please, don't bother!!!".
I don't think the tech staff is capable of much... one look at the website is enough to know that.
Ok, I called Impress as another poster suggested.
Their phone number, which I found on the 'ordering info' page (not on the contact us page) was for in store purchases and the nice girl who answered the phone could not help me with my online order.
Also, I read on their ordering page that to return an item, they require me to send them the item with a note as to why I'm returning it (defective, wrong items, etc.) include my original invoice and they would refund the purchase price to the card originally used. Shipping is not refunded.
I don't know if this same rule applies to online orders, so I submitted ANOTHER email using the 'contact us via email' link. I'm really hoping someone gets back with me.
I can feel myself getting impatient with this process, but I don't blame Impress. Yet. If any process doesn't run 100% smoothly and 100% quickly I start to have PTI flashbacks.
PTPD = Post Traumatic PTI Disorder
Nichole says this on the Shipping thread (that has been buried onto page 2)
"I can't specifically report on what other companies are doing or what their situations are because I am only behind the scenes here at Papertrey. But I do know that each company has to make their own decisions based on past experiences and the overall well-being of the company. There was a time when we offered first class mail shipping options for international customers. We began losing more money than we were making on international transactions because of the number of packages that had to be replaced."
I'm inclined to throw the BS flag on this excuse.
Nicole didn't answer about the packaging either but the thread is on page 2 now.
Yeah, total BS.
If other companies can do it and turn a profit, I'd be looking at my process. Why, for instance, would they have been losing so many international packages in the first place? What is up with that?
Now let's look at the "solution": put trackin on them all, seriously inflating shipping costs. But what does the tracking do for you if the package is "lost"? That would be a big fat NOTHING, since the outcome is the same, you replace the customer's package. So how did the tracking option save them money from "lost" packages?
Total BS, as usual.
Nichole et al are the queens of the old flam flam. The unis don't see anything wrong, they buy it all hook line and sinker. But even if they didn't, they are not allowed to vocalize it. No one can question the queen of flim flam.
Now let's look at the "solution": put trackin on them all, seriously inflating shipping costs. But what does the tracking do for you if the package is "lost"? That would be a big fat NOTHING, since the outcome is the same, you replace the customer's package. So how did the tracking option save them money from "lost" packages?
------------------------------
I don't much care for being in a position of "defending" PTI's international shipping policies. However, with regard to the post above, I think that tracking isn't the issue so much as INSURANCE. The USPS insurance protects against "damage or loss", so presumably, by insuring the package, PTI is in a position to make a claim if the package is lost - hence, there IS a different to them, in that they don't lose when they have to replace a customer's order.
Of course, this really begs the question to begin with - why are so many international packages going missing from PTI, when nobody else seems to have this issue??
Assuming a "normal" rate of missing packages (which I'm sure has to be VERY low) the solution is so simple: add $1-$2 to the less expensive shipping cost, and essentially self-insure. If 1 package in, say, 500 goes missing, then you replace it. You've got $500-$1000 allocated to the occasional package replacement, which surely is plenty.
13:24 - I think what the poster you quoted was saying is that tracking doesn't help PTI if a package is lost.
That was PTI's excuse for high shipping costs...that each package needs to be tracked because they become lost...but having tracking on a package won't do anything, as far as making it cheaper to replace, if the package is lost. So, why are they paying for tracking?
To me this goes back to them not trusting customers and treating everyone like a scam artist - they're more concerned with someone trying to screw them over by saying they never received their package (so they get the tracking to prove it was delivered) than they are with providing good customer service.
Like the other poster said, insurance is what they want/need... and whenever I ship first class international, the packages automatically come with a certain amount of insuance, then you pay extra for more insurance. So, not sure they'd even have to add on a fee for insurance.
That said, I still don't understand why, CS representatives (Nichole/DT) bother answering questions when they have no idea what they're talking about. They must think their customers are idiots to believe their explanations (excuses.)
Shipping insurance is the biggest scam going. No company should be "losing" that many packages in the first place.
I've shipped international for many years, admittedly not near the volume of PTI, but I've probably been shipping stuff years longer than them. I have "lost" a total of ZERO packages. Imagine if I had paid for insurance on all those packages over all those years, what a total waste of money. What a total bunch of pissed off customers because they are paying through the nose.
Like someone else stated, IF you are so darn paranoid about the ability of the postal services to deliver your correctly addressed and documented packages, then simply add on a dollar or two to EACH package and there's your insurance fund. They are so dumb. They constantly take a sledge hammer approach to knock in a nail.
LMFAO ... Poor, Lizzie. Aren't her language sets due out this month? Hope they are letter perfect.
Or just don't buy from them if you are international and stay worry-free
Got my new inks. I think I have most of the same ones as everyone else, but I did order the Blue Sage.
I will start by saying that I absolutely love it, BUT it's on the gray side. So, it's another option for those that are looking for a nice gray.
And Chamomile is LOVELY.
After three days of sneaks, I will say that I happen to like the Framed Out #3 set. I like the chicken wire as well. I have a chicken wire stamp form the DT that I am on and it is impossible to line up,so I might consider the PTI version.
I missed the whole issue with Lizzie's set. I was never interested in that set to begin with. However, I am curious...does anyone recall some of the specific sayings that were incorrect and what would have been the correct thing to say?
At this point, I have to wonder if someone in the Cincinnati P.O. is stealing their packages and selling them on ebay. I can't even dream up anything else that would explain why Int'l shipping is particularly complicated for PTI and not the rest of the world.
Anonymous said...
I missed the whole issue with Lizzie's set. I was never interested in that set to begin with. However, I am curious...does anyone recall some of the specific sayings that were incorrect and what would have been the correct thing to say?
7 May 2012 15:53
---------------------------------------------------------------
I can't remember all the details, but some of the languages had sayings that people that speak the language said are not really used, or are too formal.
I know that for the Spanish one it was a problem with exclamation points... We use an upside down one at the beginning and a regular one at the end. Same with question marks, and in some of the words, they were missing.
People are hoping for a goat in the farm set?
Or just don't buy from them if you are international and stay worry-free
7 May 2012 15:46
Ha! A great solution on the user end and I'm sure many have chosen that route already.
However, as a CS response it totally repudiates customer concerns and perpetuates the problem. You eventually reach a point of diminishing returns when you constantly negate customer issues. Then again, your "solution" pretty much cryTstallizes PTI's whole philosophy, i.e., it can't be PTI are wrong or need to change, the fault therefore lies with the customer.
I assume you are either one of the brilliant business women or else a poor misguided uni.
Seriously, I would consider breaking my PTI fast if the set had a llama.
How many farm animal cards do people make? Maybe it's cause I'm a city girl, but chickens aren't something I see myself using. Unless I'm making enchiladas.
13:24 - I think what the poster you quoted was saying is that tracking doesn't help PTI if a package is lost.
That was PTI's excuse for high shipping costs...that each package needs to be tracked because they become lost...but having tracking on a package won't do anything, as far as making it cheaper to replace, if the package is lost. So, why are they paying for tracking?
----------------
Yes, I GET that that's what the previous poster was saying. My point was that it isn't just the TRACKING that is driving up the price, it's the need for INSURANCE. And insurance DOES make it cheaper for PTI if the package is lost, because they can make a claim. They can't do that with tracking alone.
----------------------------
Like the other poster said, insurance is what they want/need... and whenever I ship first class international, the packages automatically come with a certain amount of insuance, then you pay extra for more insurance. So, not sure they'd even have to add on a fee for insurance.
------------------------------
I am certainly no expert in shipping internationally, but are you sure about this? I have never understood that FC international includes insurance. If you look at the postal site explaining the different services, it does not appear that way:
https://www.usps.com/ship/service-chart.htm?
On the "international" tab, notice that Global Express Guaranteed, Express Mail International, and Express Mail International Flat Rate all state that they include insurance up to $100 and additional can be purchased. Priority and First Class international make no mention of insurance. If you go to the "add insurance and extra services" tab, it again mentions Global Express, Express and Priority as allowing insurance; no mention of First Class.
Again, I'm not defending PTI's shipping practices. BUT in terms of the point being made that their higher-cost international services don't make a difference in terms of THEIR cost of replacing a "lost order", I just don't think that's true.
$30 each for PTI's old CHA and anniversary sets? (Iconic Images, Round and Round, Botanical Silhouettes)
I, personally, would not pay that price point. If she can get it, more power to her.
@ 17:53 - sorry, I must have misunderstood your post. It seemed like you were saying they don't need tracking, which is what the other person also said - my mistake :)
To answer your question...I'm sure that when *I* ship first class international, the items I ship (about 5 per week) come with a set amount of insurance. I have the option to insure it for more, at a cost.
I said I was not sure if they need to add insurance.
The items I ship are most likely larger than the average pti order, so that might have something to do with it.
Also, with the items I ship, the customs form number gives me an idea of tracking - it will tell me when its being sorted, when its out for delivery, and that it has been delivered - there is no delivery confirmation though.
All I'm saying is, it sounds like a bunch of BS from PTI, because if they took any time to look into the options at the post office, I'm sure they could find something that works better for them and their customers.
People are hoping for a goat in the farm set?
------------------
I haven't been on the forum in a long time but the whole goat thing used to be a joke between Becky O and Ted. It went on wayyy too long back then ... if Ted has revived the joke then well .... that's what that is all about.
I missed the whole issue with Lizzie's set. I was never interested in that set to begin with. However, I am curious...does anyone recall some of the specific sayings that were incorrect and what would have been the correct thing to say?
^^^^^^^^^^^^^^^^^^^^^
If I remember correctly, it was discovered that nobody says "Flippin Lordy Bees" in any other language either
;)
Maybe they should only insure the really valuable packages and just take the risk on the others. Those stamp sets supposedly have a really low cost to make. They would not be out much.
To answer your question...I'm sure that when *I* ship first class international, the items I ship (about 5 per week) come with a set amount of insurance. I have the option to insure it for more, at a cost.
^^^^^^^^^^^^^^^^^^^
You are wrong. First class international does not come with insurance. Moreover, it cannot have insurance added to it. See the blurb above, insurance can only be added to Priority and Express mail.
Again, I'm not defending PTI's shipping practices. BUT in terms of the point being made that their higher-cost international services don't make a difference in terms of THEIR cost of replacing a "lost order", I just don't think that's true.
7 May 2012 17:53
I know you are not on here just to defend them and I am the one who posted that I have shipped overseas for years.
My broader point was that other companies are not throwing away the baby with the bathwater by insisting on these expensive postal services that cost so much more money for the customer. And they seem to be able to manage their profits just fine and stay in business.
JUST insisting on placing tracking on an international package (which is useless) prohibits using the more cost effective option of first class international. Which I have used for flippin' :D years without a single lost package.
But their thing about adding insurance is just as crazy. Anyone who has been in any type of business where they ship overseas for any amount of time soon figures out that it is a waste of money to be adding insurance to all those packages. It just doesn't make sense. You can self insure just as easily and have more than enough in the fund to cover the occasional lost package. Or, more commonly and what I expect most businesses do, is you can figure the odd lost package as a cost of doing business.
But if PTI are having so many lost packages that they are paranoid about insuring them all then I would say that they SERIOUSLY need to figure out WTF is wrong and why that is happening in the first place.
For most businesses this is a simple cost vs benefit analysis calculation. You want more customers which equals more sales. So you avoid doing those things and having policies which decrease your benefit (customers). Having high shipping costs & slow delivery times are universally recognized as poison to online businesses.
The phrases in in other languages was a joke. There was a mistake in Dutch, my native language. I was born there and lived there until I was 28. NO person would have ever said it like that.
I am not even going to bother with that set (But I am not buying form them, so they won't mind lol)
One of the most important points here, is why PTI lose so many packages??
I am international, order from USA companies (and Europe) all the time and have always received my orders, safely, usually within a 2 week period.
So, back to the beginning - why does PTI only have this problem. Perhaps they are not being really, really, truthful the 'large number' of packages they used to lose.
Their high cost of 'priority mail' is a bit of a joke anyway when they take 4-5 weeks to arrive.
I am international. I ordered from 2 peas on 29th April and received my box TODAY 8th May.
How come I can get things from everywhere around the world within 2 weeks.....except PTI that takes 4 - 8 weeks.
Just saw Nichole's comment about shipping costs, and this part of it jumped out at me:
"...Much more complicated equations are required, which means hours an hours of programming for our tech staff..."
=====================
This equates to PTI treating their customers as children, not as adults - by assuming that none of their customers know squat about shipping etc.
They don't want to change. We need to get used to it, move on, and enjoy spending our money with companies that really like their customers.
SU new full catty:
http://www.stampinup.com/ca/documents/20120601_AnnualCatalogue_en-CA.pdf
^^urgh, any chance you have a link to the US one? (thanks for sharing by the way!)
So not impressed with the new sneak peeks. Where is the creativity that drew me to PTI in the first place? Another month of "meh."
I don't understand how PTI loses so much money on int'l shipping when the int'l customers are paying (out the nose!) for the shipping. Considering the time they (PTI) took to come up with *those* rates, why would they be losing any money at all? Did they not compute the actual cost into what they are charging. NONE of it makes sense to me.
PTI does not lose money on International Shipping. PTI was losing money when they were sending packages via First Class International, which does not allow for insurance. You would be surprised at the number of packages the post office / customs "lost" when there was no insurance available for the shipment. Try telling your customer that their package has been lost and they have no recourse. It doesn't matter if you made that clear during the order process when you explained that their shipment could not be insured...they will not be happy...
Thanks Rick for your input, but it still doesn't explain why, as one international, I have ALWAYS received my first class mail packages, and usually within a 2 week window.
From what I am reading, it just seems that only PTI have had trouble with lost packages when they used to use first class international.
Don't understand why.
Neither do I....I just know that the switch was made several years ago when it seemed like there were a LOT of issues with customers getting their goods.
I am sure that if there is enough of a demand for change, that they will come up with another, less-expensive way to ship.
As someone mentioned above, why doesn't PTI self-insure? Or use a shipping insurance provider (non-USPS)? Not only do the shipping insurance companies charge a much lower rate than USPS, but they have lower thresholds for putting in a claim. Do you know the hoops you have to jump through to claim a loss through the USPS?
I have sent many, many packages internationally and domestically and "lost" only a handful. My claims were quickly and easily resolved through my shipping insurance provider.
It is ridiculous the number of lost packages PTI claims to have. I understand that PTI was losing money on lost packages but you have to build that into your operating costs. And do folks not realize that PTI is only losing the wholesale cost of the items, not the retail cost.
PTI gives women-run businesses a bad rap. It's like the Real Housewives of PTI.
Hi Rick. Nice to see you again and have some clear-headed input from someone who understands the PTI business. It seems to me that there IS demand for another (cheaper) shipping option for internationals. Many of them choose to use a shipping buddy from the US just to get around the PTI shipping rates. I hope they will consider something for these stampers. Since I'm in the US, I don't have a dog on that particular fight.
In other news. I love hydrangeas. I had a cart full until I cleared my cookies and *I* made it dump (this time). I might order. I promise I won't whine about how long it takes. I won't whine if my cart dumps on May 15. But, I really like those hydrangeas...dammit Janet!
Posted an explanation on the forum concerning the cart-dumping issue and a possible resolution. http://forum.papertreyink.com/forum/viewtopic.php?f=7&t=35411&p=391244#p391244
"I am sure that if there is enough of a demand for change, that they will come up with another,..."
----------------------------------
I look forward to the day that Papertrey can find business solutions proactively. Especially now that the customers have no way to voice their "demand".
06:51 I would have to respectfully disagree. I think the forum provided the opportunity to customers to express their desires in this area, and I think Nichole explained to the best of her ability what this issue and possible solution were. Maybe not to everyone's satisfaction, but she explained it nonetheless.
the forum provided the opportunity
--------------------
Past tense is the key point. Now anything less than sunshine and boring conversation is flushed away to ZenNowhere.
You're right Rick, Nichole did respond. It was just a shitty response full of double-speak and no real basis in facts.
This is not a dig at you Rick, just a dig at the thought that Nichole's response was helpful to the customer.
The zendesk is the online equivalent of a suggestion box. Management can pat themselves on the back for giving people the opportunity, but nothing actually changes.
7:10 941 tickets SOLVED since Zendesk was put in place. Customer service response time on a ticket averages hours, not days, and resolution time is less than 48 hours for about 90 % of the tickets. Progress, not perfection...
No disrespect but is solved determined by the customers' opinion or PTIs?
Oh Rick, I beg to differ on the resolution thru Zendesk. At least if any experiences are like mine.
I stupidly bought from PTI. I have a problem with a stamp set.I submit my ticket. Dave responds (quickly) that "my replacement will be sent out as soon as they can." Ticket solved and closed.
Now I don't have my stamp, have no idea what "as soon as we can" means and am left to wondering when my ticket will be solved and closed from my perspective.
And really, that's the one that matters.
I agree InkStink...that is about as shitty a response as you can get. I would just reply to the email and ask him what "as soon as we can" means. Responding to the email will automatically re-open the ticket and place it back in his queue
Not sure it matters to those of you whose minds are made up, but I've had a pleasant experience with Rick via the Zendesk. I tried to go through Dave and the old CS and got the runaround for literally months... months... over a login issue. Rick fixed it almost instantly. And it was such a common sense fix that it made me wonder WTH Dave is doing in that job at all if neither he nor the IT contact he kept referring to couldn't have figured it out in the weeks and weeks I gave them.
Thanks again Rick for your speedy help on something so simple, yet important to the customer.
Rick seems very common sense.
It has been said here that some of the tickets that have been CLOSED have actually not been solved at all. Non-answers are not helpful even if the ticked does get CLOSED.
This new ZenDesk just seems to be a bandaid - it can report numbers based on definitions defined by PTI. Perfect example is InkStink @ 8:24am. Look how quickly her issue is resolved! Um no, not until she receives her correct order.
I used to do work in this type of field. You can work the numbers to your advantage(to a point).
Rick, maybe you should be in customer service. You have reading comprehension and the ability to reason.
Trell,
did you not see that there's already a chicken wire set by Waltzingmouse? It's not difficult to line up at all. I use it all the time.
Oh, and they have a chicken set, too... coincidentally.
I am in customer service now...albeit remotely from Louisville (during off hours from work of course). I handle all of the website-related customer service, and anything else I can snatch out of there to solve :)
I am also now involved in getting the website where it needs to be. It is going to be a slow and painful process...but it is going to happen.
^^^
:D
8:38 The beauty of the ticket system is that if the customer is not satisfied with the resolution, they can simply respond to the email and it opens the ticket back up. If a decent answer had been provided in her case, there should not have been an issue with closing the ticket. Will see if that is something he can include in every one of his closures to make sure they know it can be opened right back up if the issue has not been solved.
^^^^ See what I mean. Common sense. Bet it never crossed anyone else's mind.
Did you see the thread on SCS about Bazzill's Card Shoppe paper being just like PTI's?
HTH!
^^^ That is welcome news for anyone who wants to "flush PTI away to ZenNowhere" (Lol) but has been holding out for the card stock.
I have updated the Zendesk System to include this response in every email when a ticket gets closed.
Your request has been deemed solved. If you feel like your problem has not been addressed to your satisfaction, Please reply to this email and it will automatically place the ticket in an open status and assign it back to the closer.
If you need to check the status of your ticket, just click this link:
LINK
Thank you for allowing us to better serve your needs,
Rick
Rick: ".....Will see if that is something he can include in every one of his closures to make sure they know it can be opened right back up if the issue has not been solved...."
And I think if Rick had been on this job from the start, that would have been in place already because I am certain no one understood that to be the case. I absolutely think it should be in every communication from zendesk - just add it to the signature line.
Thanks for the info Rick.
Hoping the Bazzill cardstock in Marshmallow is available in more stores soon - 'been looking for it and only found it in one place so far.
^^^ "Deemed" sounds arrogant. Just my two cents. Substitute a better word and I think it's awesome.
Rick-
That is the type of communication that will get PTI back on track.
09:03 That's great!! SO good to see someone take action for a change.
Rick, if anyone can fix the problems there, I'm figuring it's going to be you.
thanks 09:11 - changed to say "placed in a "solved" status.
Someone is head over heels for those hydrangeas?! Blech.
Guess there's something for everyone, right?
The thing is - I do not see that as a classic design in any way at all. It's very modernized and graphic.
And I'd say this no matter what company put this one out but I think it's about the ugliest flower stamp I've seen.
Rick, in the time it took me to say, Yes, do that!, you did it.
I'm impressed and very glad to see you back here.
Ummm yea, I've definitely seen some uglier flower stamps, lmao!
But like you said, to each his/her own.
I was hoping that if PTI ever came out with hydrangeas, they would be designed by whomever designed the YOF sets. I love those.
08:38 You wanna do work in this field again :)
thanks 09:11 - changed to say "placed in a "solved" status.
------------------
I'm glad you took the time to make that tweak. It's the little things that sometimes have a big impact.
I agree, 9:23. I loved the YOF sets, although I don't have any because I have forty gazillion flower stamps. Hydrangeas are my favorite flower, though, so if there was a hydrangea stamp that looked like the YOF sets, I'd think about buying it. I don't think this set is totally ugly, but I don't like how cartoony the flower looks.
Also, Rick, I like that you're providing information about how PTI perceives Zendesk to be working. I think that kind of open communication is what can facilitate better customer service, and clearly already has just in the conversation here where people found out they could reopen their ticket by replying to the email. I know it would mean a lot to people if Nichole could be so open about what's going on and so willing to change things to give the customer an easier experience.
Thanks for responding and taking action on the zendesk situation. I will admit I was put off by the ticket brig closed just because I got a non-answer reply. I am very glad to know that replying will reopen the ticket.
Reading about PTI, I have that song, "Blowin' in the Wind," in my head:
When will they ever learn?
When will they ever learn?
Rick - you need to give some training lessons in management skills to the PTI trio :) .
Thank you to the person that posted the new SU catalog. :-) I didn't know that one was coming out but it's fun to look through.
You would be surprised at the number of packages the post office / customs "lost" when there was no insurance available for the shipment.
^^^^^^^^^^^^^^^^^
You are right. I am surprised. It's almost unheard of in all the years I have been shipping overseas. Something's rotten in Denmark.
Also, having "insurance available" doesn't seem to have alleviated the lost package problem does it? Why do they lose so many packages? I will never understand this.
Here's the link to the US version of the new SU catty:
http://www.stampinup.com/us/documents/20120601_AnnualCatalog_en-US.pdf
Thank you for that US SU link!
I've had a couple of Zendesk tickets solved by Rick. And Rick, I did see your explanation on the servers issue on the forum. I do wonder if that was the problem. Sounds plausible. I will watch and see...as my cart was dumping regardless of the browser I used, logged in or logged out, etc etc etc. Stuff would stay in there for weeks at a time, I'd go to add something else and poof, everything gone but the new thing I just added. It was as frustrating as hell - and I couldn't figure out what was going on or what was triggering it.
Rick, you give me hope.
and the reason I think it was dumping was when you went back to the site with the items in your cart, you could actually be to a different than the one you were connected to before. Now, this should not normally be an issue...but the website was originally developed to run on a single server (who thought that would be a good idea??) and so it may not have been coded to handle the switch between servers...
actually be connected....
and Donna, YOU give ME hope...
Oh Rick, I hope that really does solve the problem of carts dumping! I know that has been very frustrating to people.
You're doing great so far! For your next trick, would you please make it such that it always displays 150 items per page, or at least remembers when I have changed it what my preference is?
19:02 Just sent an email to the web developers to see if that is possible...makes perfect sense to me...
I sent an email to the Zendesk asking why the search had to be SO specific, ie: if I used a lower case letter and the item I was looking for had a capital in the product name it would return no results. I tried three different combinations of spellings and each returned no results, all because I omitted a capital letter in one of the words. That to me is beyond ridiculous, the search should be able to find something CLOSE to what I type.
I was told 'less is more' with their search, the more vague my search words were, the more results I would get.
Well, that is exactly what I was trying to avoid. I didn't want to scroll through three pages of results when I'm looking for something specific.
And I have sent an email to the developers asking them why the search cannot return "close" matches.... we will see what it will take them to fix...seems like it wouldn't be a big deal..
Thanks Rick! Two more suggestions for little tweaks that would greatly improve the customer experience...
1. When logging in, code so when customer hits the return key it submits the form rather than closes it
2. When viewing orders, have the default sort be most recent orders first - most people are trying to check status on an order they just placed, not looking for info on the first order they made several years ago
Another website request everyone has been asking for:
Have quick link buttons to go straight to a category of stamps (or dies or whatever) rather than having to scroll through to get to a category and having to guess what page that category starts on. Or have a drop down menu for the categories ... at this point, most people will just give up searching and for new customers, they would have to scroll through pages and pages in order to view what we used to be able to see in grid format with way more sets per page.
Also, is it possible to make it so you can hover your mouse over the set and see the graphics? Right now they are so pixelated and the whole set is not visible that you have to click on each one in order to see it properly. Before, you could see the whole set at a glance without having to click to see it. Many e-commerce websites have this - for clothes, stamp sets etc.
I don't know if PTI realizes how many new/semi new customers they are losing and have lost because people can't see all the amazing products unless they are able to search a set using the search function.
re: SU catalogue
Doesn't p.29 look familiar?
Post a Comment