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 ;)
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Tuesday, 19 June 2012
Catching before 200!
Pretty sad to see that someone actually joined the PTI DT given the rep of the company now.
Personally haven't bought a thing since feb! Going strong :D
The PTI PTB could look in their order history records to see which customers haven't ordered since February. What if they find out who you are? Oh, wait, am I giving them too much credit, assuming they and their records are that organized? Well, I'd still be careful if I were you.
If I haven't ordered in four months, what can they do? Better yet, why would they care? As long as papercrap magazine and gallery idol keep pimping PTI stamps, they'll get new (clueless) customers who wot know what they're in for. Until they get the fake shipping notice and realize it takes days to get an order out the door. LOL
I was reading through some past posts last night and came across the one where Jennifer E told somebody that for the dozenth time, a shipping notice doesn't mean anything. Good times.
Thank you to the person who posted about Avery Elle last week. I got my package and LOVE their cardstock and am very pleased with their stamp quality. They definitely are promising!!
Maybe the post office needs to change posting a shipping number of any kind until the package is physically in their postal system. That would take care of the shipping BS.
Yeah, I noticed Melissa's avatar too and hate it. What is with the eyes? I mean, if she likes the heavy eyeliner that is totally cool...I like eyeliner myself. But at that angle is just looks weird. And she's a pretty lady, so I'm not smacking her looks...just the awkward angle and weird-ish makeup.
I thought the same exact thing about Melissa's new avatar pic too, she looks like a gremlin or something. Isn't that weird how all our perspective is so different? Melissa probably thought that was the best pic of herself after discarding dozens of other ones, and most of us agree it's an awful shot. Same with Ted's. He thinks it's a decent shot, a lot of us think it's creepy. What's with Little Miss T's though?! So effin' phony!
What was it that someone was saying earlier about the dt not being smacked very often? The poor girl changes her avatar and 5 people have made negative comments.
I stand by what I said earlier about this blog and the dt feeling like they are always being scrutinized.
Here's a question I have. Why the hell weren't the SAF pre-order totes, packaged, labeled and ready to ship on the date stated.
Nichole posted this:
If you have concerns with the shipment of your SAF order, you are more than welcome to contact Customer Service so that they may provide the best help possible and have access to details on your particular order that we cannot verify here within the forum. Once again, I apologize for the staggered shipment of the SAF packages and the frustration this has caused some of you. Let's all focus on the fact that this event is still several weeks away and we will all be prepared to have fun and get inspired by one another.
Why would you stagger a pre-order that was shipped one week late to begin with?? This is a prime example of the bad business sense of PTI.
9:18, Okay, you are right. We smack the company, the DT, gallery idol people, forum members, sausage fingers, McMansions, avatars, everything. You got us.
And where did the elusive "Dave" go? Was he just a fictional character? ======================= I've wondered the same thing. We sure don't hear his name anymore.
Here's an idea I would love to post on the forum: Next year's SAF badges should include a rocket ship badge. Customers can earn it if they successfully navigate PTI Customer service. Because as we have all learned ... PTI can turn simple things like answering questions and shipping products into ROCKET SCIENCE!
I mean, really. WHY, after five years, are business basics so out of reach for these owners??
How can people focus on an event when they aren't sure they'll have the materials in time?? It's like she expects everyone to just assume they'll get what they ordered in time. So out of touch!
I know! I can't find that post because I am so tempted to respond to it. If their history of fixing issues wasn't so spectacularly dismal then people might not worry so much about having the kit in time, because they clearly need several weeks at minimum to fix problems.
I suspect there's only one person posting here about Avery Elle, because virtually every post about them says they look "promising." Kind of a vocabulary rut.
i'm kind of disappointed in cristina for joining forces with pti. come on, you have to be living under a rock to not know about pti's shitty repuation and how they treat their customers like shit. i really liked cristina but i think she sold out big time. she seemed like she had integrity... guess not.
Any company would have to pay me more than $50 a month to be their PR rep. Ever since finding this blog and the scrap smack blog, I realize what utter insatiable bitches scrap chicks can be. It was a sad realization. But kind of refreshing to know the truth.
Hello, I am 01:23. I am sorry for taking so long to get back here today. I should have made it clear in my post that I was referring to what the owner of this blog stated in his/her description of this new space, that he/she has not ordered since february and is "going strong". I would hate for someone with an axe to grind at PTI to find out who you are. That is all.
Okay, is it me or does that Kristina Werner die look like a bitch to adhere to your project. Not wide enough for a glue dot. So narrow that glue would be all over my stuff. Maybe I'm just a sloppy glue-er because people are using the die, so it isn't impossible. Just seems like a ton of work to me.
And Cristina K's blog...LOVE. And the others in her SSS DT....also love.
This blog and the other scrap smack blog are what opened my eyes to the fact that far too many people are willing to do dt work for free just for the exposure. I used to think it would be worth it but now I think it would just make me a doormat.
Yes, Kristina Werner's new die cuts (ha, the paper which has been cut out with the die, I know the difference, unlike some companies) look like a pain to adhere. I do still like them, though. So either do what they teach in kindergarten with the glue-- "dot dot, not a lot" (which I am not good at, even though I did indeed pass kindergarten)-- or run your paper/cs through a Xyron before die-cutting (my first choice).
I believe that NH mentioned in her announcement that Cristina has to finish up a few obligations or something? Can't remember exactly & I'm too lazy to go back & look. Maybe she'll announce once she's ready for her first DT post?
Judi, switch to another browser when cruising the smack blog and you won't have to delete your comments if you don't want your name associated with them.
If I ordered a SAF bag o'crap I'd be pissed. Orders placed weeks ago and first delayed. Then staggered?!? And June release orders have been delivered. WTH is wrong with this company? Those bags should be the priority. Although, it is kinda funny (if you're not waiting). Wonder if they'll get their badges in time to see on their spiffy, new vests? LOL
A smacker as a PR rep. There's a concept. :) ==================== I think it's a great concept. Smackers generally have the critical thinking skills that would foresee the fallout of an awkwardly worded post, or empty promise, or bad haircut, or hand-slap by an owner, ....
Wanted to share great customer service experience with WPlus9. Placed an order; wanted one item that showed as in stock but when I tried to put it in my cart, received out of stock message. I asked them if that was an error and, if so, to send item with my order and send me an invoice for additional cost. Wplus9 searched warehouse, found the item and sent it to me free of charge. (I was totally blown away and checked my email for a invoice but, alas, none was sent.)
Now that's what I call service! They made a customer out of me for life!
Who likes giveaways? I know I do! I haven't done one for a while, so it's definitely time. *smile*
There's a little back story to the prize I'm offering, so bear with me for a moment while I offer up some praise for Claire Brennan of Waltzingmouse Stamps.
As soon as the new stamps were released at Waltzingmouse last month, I put in my order for the darling new Half Pint Heroines, a perfect companion set to one of my all-time favorites, Half Pint Heroes.
In usual Waltzingmouse fashion, I got my order (from Ireland to Massachusetts) in just over a week. Unfortunately, I had been sent Half Pint Heroes instead of the new Heroines. When I contacted Claire and offered to return the set in exchange for the Heroines, she told me to share it with a crafty friend instead. How sweet is that?!
Of course, I only mention the initial mix-up so that I can relate to you, my friends, how gracefully it was handled. I never get bent out of shape over an honest mistake, and any business large or small can make them. What earns my respect and loyalty is when those little hiccups are dealt with in a prompt and attentive manner, and Waltzingmouse definitely passed that test with flying colors! Thanks to Claire for her generosity in allowing me to share this set with one of my followers!
**Just so you know, I haven't been asked by Claire or anyone else to share this story with you, I just love giving praise where it is deserved and letting other stampers know about great customer service.**
17:56 thanks for sharing that. It's always good to hear of examples on how things SHOULD be done in this industry. I would expect nothing less from Claire.
Side note, I don't who Claire is, but all those ads on her blog would drive me to remove her from my blog roll tout de suite!
I got my red pattern paper pack today and disappointed that the colors are red and pink on each sheet instead of red and white. I have no idea what to do with red paper with pink dots all over it.
Bit of a clarification, I think Cristina K is great will be great on the team. I wasn't saying I preferred Amber over her, I am just more familiar with Amber.
I'm 18:18. Sorry for the confusion, I meant to say I don't know who Christina is, not Claire.
Regarding her blog, when I scroll down past her post before the next post, there are 3 Google ads that shows up. I wonder why nobody else can see them? I think for ads to show up within someone's blog, they have to chose that option.
I don't get the whole Amber thing. She is very hit and miss in my opinion. I will say she has improved over the last year, but I don't think PTI would ask her to be on their team!
I wish they would at least say, "you will have your refund credited within 72 hours" or whatever is reasonable instead of me having to check back over and over only to be scolded.
19:54, absolutely DO NOT give up. Keep replying to those solved emails until you have resolutiion. Their treatment of customers is horrific! Any other company would not make you jump through these hoops. But do not give up fighting for what is yours.
The customer should have the last word on whether their problem has been solved, not them. The arrogance of these people is maddening. Do NOT give up! Keep after them until you feel your complaint has been resolved!
3:21, yep. we are. we are obsessed with pti abstaining from treating their customers like crap and we are obsessed with items shipping out when they are promised and we are obsessed with getting resolutions completely, quickly and with a good attitude.
and you must be too or else you wouldn't be here.
thanks for joining forces with us! :o)
19:54, I echo the others....don't give up!!
They've spent so much time giving you the run around and playing "pass the email" that they could have remedied your issue 2 times by now! That is so frustrating!
Respond to this latest "solved" with a comment: "Kindly stop closing my ticket until my refund has been issued. I do not consider this resolved until I have my refund, dammit!" You can omit the dammit if you want.
--" I mark it solved. If I kept EVERYTHING in "Pending" status, I would never make any progress."
This is a direct quote from the email. It is not the whole email, but the explanation about why it has now been "solved" three times, but I have no resolution.
"Never give up. Never surrender." Keep hounding them until they actually solve the problem to your satisfaction. I've had my own experience with the zen desk recently and it took three 'tries' before the issue was resolved. Don't let it drop.
I'd love to see you answer her with a "well if you mark it solved, how will you remember to ACTUALLY issue my refund?"
The more I hear about this the more pissed it is making me. So Julie just wants them to be closed and out of her life regardless if the problem has actually been resolved. That is incredulous. I'm stunned.
Hahaha! I just had a funny thought. I know PTI product complaints aren't allowed on the forum, and that customers are directed to zendesk, but what if your problem *IS* ZENDESK?? Then can you talk about it on the forum??? hahahahaha!
She thinks she is making progress? Well then today at work, I am just going to put all the blank reports in an envelope and mail them off so I can cross them off my to-do list. I will tell my boss that this is how I resolve the issue of the report and it is the only way I can stay ahead of things.
You get a Zendesk ticket. Go fix the problem with a real solution, not a potential one or the promise of one. Once it is ACTUALLY fixed, click "solved."
And repeat.
It's not hard. Other companies do it all the time. Well, probably not as often as PTI because, unlike PTI, they actually fix the core of their cluster-f's and therefore probably don't get as many trouble tickets. But you get what I'm saying.
I wonder how quickly the forum would lock a thread on ZenDesk issues. I had no idea the same crap was occurring over there. It's ridiculous to mark an issue resolved because you have too many pending, what a joke. I bet people would be surprised that some folks have gone back to the ZenDesk 2 and 3 times for the same issue not being resolved. Nothing changes!
I think today I'm going to tell my customers that they will eventually get a wireless access point in their building, so the fact that they cannot use their laptops wirelessly *today* is not really a problem.
As the consumer, I have to be the one to keep it on my list and keep reminding Julie. That is why she can cross it off. She knows I will keep track of it for her. She must think I can have a pending list in my life a mile long, but she needs to clear things so they don't worry her. She clearly believes that it is the consumers's job to keep her organized and reminded. You see, it is not her job to get things done or to remember to do them. It is my job to have to remind her daily that it really isn't solved.
maybe they should add a new category to the zendesk system called 'i'm working on it so leave me the hell alone' that is visible only to the customer, not to julie.
What makes it worse is that it is a very simple $3 refund. She says she cannot do it until the web developer lets her.
Here is the whole email in it's entirety. Btw, it is the 3rd "solved" email on this single issue:
"I have everything printed out so that I know to take care of it the minute I receive the email. In order to keep my emails cleared out so that I know who needs to be answered, I mark it solved. If I kept EVERYTHING in "Pending" status, I would never make any progress. I promise with EVERY ounce of my being that I will make sure to make these changes the millisecond I receive the email from the web developer. I PROMISE!!!!!
In the bigger picture, if Julie is running zendesk (not JennE, not Dave, not a single new CS employee) then nothing has changed since day one. Progress? I think not.
" Regarding her blog, when I scroll down past her post before the next post, there are 3 Google ads that shows up. I wonder why nobody else can see them? I think for ads to show up within someone's blog, they have to chose that option.
20 June 2012 19:37"
I double-checked now that I know where you're seeing them - and nope, I don't see 'em. I think that would be annoying, too.
Julie, I don't know how to tell you this but no one gives a crap that you don't have a better way to organize your blasted emails. You poor, poor thing.
Keep the damn woman's email in pending until you get the damn issue fixed for god's sake. What is the matter with you?????
My email has little things like stars or labels or folders... all kinds of handy dandy modern day gizmos to help you KEEP YOUR DAMN EMAIL ORGANIZED. FIGURE IT OUT!!
Just another stupid ass lame excuse. No sense of customer service or appropriate business behavior at all.
And you need the web developer to tell you you can issue a $3 refund?!?! This company is a complete joke.
--" I mark it solved. If I kept EVERYTHING in "Pending" status, I would never make any progress."
This is a direct quote from the email. It is not the whole email, but the explanation about why it has now been "solved" three times, but I have no resolution.
=============================
What a first class BITCH!!! I would be livid if I received this kind of response directly from the owner!
Nichole, Rick would you actually back up this response??!!??
I don't see how any normal person would. Unbelievable!
The quickest they've solved anything was the creation of the Zendesk. After the forum blew up, it didn't take them too long to figure out a way to hide all the people angry about their horrible, disgusting, condescending, passive/agressive customer service practices.
Why would an owner of a company talk to a customer that way?
I'll confess that I was unable to resist the hexagon set and coverplate, and they arrived today. To my great surprise, my 14-year-old daughter, who is generally not much for stamping any more, immediately grabbed them and is happily trying out all of the patterns and dozens of my ink colors. And we're having a great conversation since she's doing this instead of playing a computer game. That's a win in my book.
pti obsessed, eh? 21 June 2012 03:21 _____________________________________________________________________________
If you scroll to the top of the page, you will see that (in big letters) it says "PTI SMACK III". It would be kind of stupid to sit here and constantly "talk" about another company...
Once you pasted in Julie's entire e-mail, that shed some light for me. I have no idea why she has to talk to the tech guy in this case, but at least she has, and she is waiting to hear back from him. I would just wait a couple days. If you haven't heard anything by then, I would e-mail again. But sending repeated e-mails now won't accomplish anything productive.
I promise with EVERY ounce of my being that I will NEVER order from PTI again. The millisecond I should change my mind, I will let you know. I PROMISE, Julie, I won't be changing my mind.
12:03, I'm not the person waiting for the refund, but I have to say that it makes no sense to stop emailing Julie. If she's putting the ticket into solved status, how is she going to remember who to give the refund to and how much the refund is supposed to be when she finally hears back from the web developer (and why the hell does the web developer need to be involved anyway?!). Maybe she's keeping a separate list or has a post-it note or something, but she doesn't say that and there's no way for the customer to be assured that they're going to get their refund. I'd hound them until I got that refund. Put a check in the mail if the web developer is somehow hindering you from issuing a refund! PTI is so ridiculous it makes my head spin.
Someone should post on the forum asking what happened to Dave. I'm interested to hear what excuse they'll come up with for why no one's heard of him and why Julie is still answering emails even though she's as concerned for customers as a rabid dog.
The web developer handles creation and improvement of the website.
All money matters (credits, too) for all online stores is processed by a merchant processor - which has NOTHING to do with your web developer.
When we have to issue a credit, it takes about 3 minutes. We find the transaction in our merchant account and hit a little button that says "refund". That little button then opens a pop-up window that allows us to specify an amount and add a note for the refund. Then, we hit "accept" and a confirmation number pops up.
Nothing that our web developer could or would help with. Unless, of course, our 'web developer' isn't an actual web developer and just some family member I hired....
We own a very small online business and invested about $5k in the creation of our website. We hired a local web developer and receive a lot of compliments on our site. If a start up with very little cash can afford to invest in a decent website, there is no way PTI can't afford it.
I'm so glad Julie showed her asshole self. I wonder why Ricky poo isn't here to defend the "brilliant" businesswomen of PTI anymore?
Oh, wait. That would probably be because, a) he IS the shitty "web developer" causing all these problems, and b) he knows there's now way to defend their constant fuck ups.
If the "tech guy" needs to handle PTI's refund, then they're in world of hurt beyond anything we can imagine.
Please tell me why they're not having any problems accepting people's orders and taking their money? Merchant processing problems effect both your ability to collect and refund money.
In order to issue a credit, you need access to the following things:
1. The merchant's bank account; 2. The merchant's processing company.
Surely you don't believe that control freak Julie relinquished access to, and control of, her bank accounts to some nameless, faceless "web guy"?
I keep all e-mail requests I receive in my inbox until the request has been completed. A simple way to keep track of any outstanding issues I have to take care of. The question now is how big is that stack of paper she's printed. I don't know, but I bet her e-mail inbox looks nice and tidy.
If you visit the forum you'll see over and over how customers submitted problems to zendesk and they were promptly taken care of.
Here's the catch and I think it's pretty funny -- when you see those posts, it's someone saying, Oh, I've had multiple issues that I took through zendesk and got them fixed.
Do these customers really think that's a complimentary statement?? LOL - they want to make it sound like zendesk works like a charm, but you have to wonder.... WHY ARE YOU HAVING TO USE ZENDESK SO MUCH TO BEGIN WITH?!
Sometimes I wonder if how they "do" (or don't do) customer service is the big problem, or the fact that they have too many CS issues to begin with.
The reason I ask is this. I posted my frustration here over my multiple "solved" emails from Julie over the missing "sweet" stamp. I included the back and forth dialog we had.
Coincidentally, that was the last day I could access the forum. Accessed it in the morning. Made my Julie post here. Couldn't access it in the evening.
I would be curious to hear if you receive the same treatment I did.
Just as a sidenote, I hadn't posted to their forum for over 6 months. I did read it daily.
No worries for me. Fellow smackers keep me up to date with what I need to know about the company.
Didn't I read somewhere in the past that the credit card charges for PTI actually show on your statement as Heskamp Printing?
Does the printing company make their customers wait for some random "web developer" guy to get refunds that they're entitled to?
It's total BS. I used to run the credit card charges (and credits) at my former job, and the only times they took longer than 5 minutes to put thru were 1) if the amount was over my authorization and I had to get approval from the owner of the company to process the credit; or 2) If we tried to issue a credit back to a cancelled credit card (happened sometimes if the order was paid for with one of those prepaid/Visa gift cards).
1 doesn't apply because Julie is the freaking owner; and PTI wouldn't know if 2 applies because they haven't even tried to process the credit yet. Sweet baby jeebus, it must take as long to print out the stinking zendesk report and file it as it would to just issue the damn credit already.
They thought zendesk would solve their organizational problems. Just like buying a treadmill will help you lose weight. But only if you have the right mindset to begin with. The same laziness and lack of organizational and business skills that led to the massive email dump to begin with won't go away just because you buy zendesk. You have to keep up with it and work it!
@14:28 - If you want to read the forum, just create another login ID. You'll have to get your first 5 posts approved but you'll be able to read the forum.
That's what I had to do when Rick went on his tantrum throwing "pruning" binge a few months ago.
Now I'm wondering if Julie's "I have to wait for approval from the web guy" is just another lie from her to cover her own whatever is going on with her that makes her drag her feet so much when fixing PTI's screw-ups is concerned.
I'm almost positive there's a giant jar at PTI headquarters (and NH's home office) that is full of little slips of paper with a different excuse on each one. When a problem at PTI arises, they just reach in and grab one.
Chris Simon said... I'll confess that I was unable to resist the hexagon set and coverplate, and they arrived today. To my great surprise, my 14-year-old daughter, who is generally not much for stamping any more, immediately grabbed them and is happily trying out all of the patterns and dozens of my ink colors. And we're having a great conversation since she's doing this instead of playing a computer game. That's a win in my book.
21 June 2012 09:50
****** And another one lines PTI pockets! When will you all GET IT??? As long as you keep buying, nothing will change?
I still occasionally buy some from PTI, but even though I also bought the hexagon stuff, my spending with them is down about 85%. I can still make their pockets hurt, but still get the must haves.
I agree. People buying less from PTI may be hurting them, may be opening their eyes a little. Like a few mosquitoes buzzing around their heads. But the only thing that will truly get them to change their ways is a mass exodus of customers. Until their pocketbooks REALLY start to hurt it will be (dysfunctional) business as usual.
I believe their pocket book has already been hit and that is why they are being such twats!
Nichole's attempt to make is sound as if there were 3x's as many order was a LIE and she was outed when someone posted their order numbers.
The money is not rolling in like it used to be.
That being said, I'm going to cave and order on SAF. I haven't ordered in 8 months and I have a huge list of $5 sets and want some hawaiian shores cardstock. Since I'll get a free set for my order, I'm gonna do it.
I know buyer beware and that's how I'm approaching it.
Maybe I'm the only one who thinks their pockets ARE taking a hit The forum pots especially ( the what's on your list, and the release night thread) have drastically changed Remember release night threads that were 60 and 70 pages long?? LOTS of things are not moving as quickly as they used to. The things people want really bad -tea dye duos, and best selling dies and impression plates take months to come back in. AND they still don't change. They will sing the same song and dance in their circles around the drain....THAT is sheer idiocy So buy or not they aren't changing.
I agree that they are taking a hit. I think that's the ONLY reason people are reporting these phenomenal shipping times on the forum. Yeah, that will happen when you have a lot less orders to deal with.
When people report that they are meeting minimal expectations as if it is a Christmas miracle, something is still very wrong. Do you see people starting threads and raving about shipping time for Lawn Fawn, which averages 3-4 days for me consistently? No--because that is what they have always done and it is standard. It is not a reason to set off fireworks and make announcements.
@14:28 - I had a similar experience with my Sweet stamp. I sent a message to ZenDesk, and it was immediately closed while they were waiting for the stamps to be delivered to them. Then I noticed on the Forum that people started receiving theirs. I waited one more week and reopened the ticket. No response. I followed up again, and got a response that said, we'll look into it. Closed. I wrote back and said I don't consider it closed until the stamp is actually sent and I receive it. A few days later it showed up. It just makes no sense. When I open a ticket with our technology desk, they don't mark it closed just because they spoke with me. They mark it closed when I say it's closed. If I don't respond, they follow up and say they will mark it closed unless they hear from me in X days. That is a reasonable approach to closing tickets.
It's kind of funny to see the comment on SCS about seeing the company "implode."
Honestly, I think they should close up shop. But I don't think they will. People are still purchasing from them. Some people are still enthusiastic about them. I think they feel that as long as they can shuffle people with problems into the dark shadows, they can just plug along like they are.
So what if they do -- they'll just be some second-rate stamp company that people used to talk about in a positive way, then in a negative way, then ..... not at all.
Really 16:38, why do you get so worked up when people order? Not a unicorn here, but I don't get it why some act as if they have a vested interest in NO ONE ordering from PTI. Face it, that's not ever going to happen unless PTI goes under.
I'm glad Chris ordered and found some time to bond with her daughter. So what if it's with PTI stuff. Good for her.
I have no way of knowing if they are taking a hit or not. I know that there's stuff I see that I really want,and then I come here, and read Nichole's or Julie's response to cs issues, and I don't buy, because I can't believe they talk to customers that way!
I have no way of knowing if they are taking a hit or not. I know that there's stuff I see that I really want,and then I come here, and read Nichole's or Julie's response to cs issues, and I don't buy, because I can't believe they talk to customers that way!
Oh, I for one don't really want to see PTI close up shop. The products themselves are still pretty great. I just want to see someone else running the company. I would still be ordering from them were it not for how they manage things so badly. I wish they would sell the brand to someone who knows how to do it right. Keep Nichole on in a design capacity only and never ever let her represent them in any other way.
20:02 I'd love to!! Can't even imagine the kind of $$ it would take though. I've thought long and hard about how to make it work, but as NH is a part owner I don't think I could hire her away. :)
I know a DT personally and I don't want to break her confidence by telling you what I all know, but I can tell you the way they treat the customers is because they feel they don't want to be "bullied" by the customers into giving them what the customer wants/deserves. They really do have the arrogance you all suspect towards their customers.
This is me speculating now, but my guess is they aren't issuing credits, etc because they are cash strapped.
It is a 3 Rewards Point refund, not a $3 refund that Donna is waiting for. Unfortunately the company that created the website didn't build that "feature" into the admin interface, along with a host of other "features". Because they are fuctards. Hence the move to the new system in July. If Donna wanted a $3 credit, it could have been issued when the ticket was first created. But she specifically asked for the rewards points back. Not saying it is her fault that our admin interface sucks...just noting for the record that she is not waiting for a $3 credit.
Zendesk has three status settings. Open, Pending, and closed. Not ideal, but any ticket can be replied to and it goes right back into the queue of the person working on it. We are working with Zendesk to get more options. Solved is not really the best option...just the only one we have. Pending is used when we are waiting on a reply from the customer, and Open is for tickets that need a response. Believe it or not, Zendesk has not only made a difference in the tracking of tickets, but also in the resolution time for issues.
Here is the exact request: "I just placed an order and there was no place for me to use my reward points. Please credit my Paypal and use the 3 reward points, which still allows for free shipping."
I don't need points refunded because it never let me USE points. I had to pay rather than use the points. I want the $3 back and I have been clear with Julie about that.
Yes, it is only $3, but the point is I want it done right.
Wow Rick, you come back with all that? Obvious reading comprehension fail on PTI front and way to violate a customer's privacy. Just when you think PTI can't get worse they call people fucktards
I am so sorry about "outing you"....I looked up the ticket and saw that it was you, and didn't go back up on this blog and see that you had been posting anonymously. It really was not my intention to do that.
I did read the ticket, and saw that it had to do with points, which we cannot modify... I regret that I did not read the ticket in it's entirety, but the fact still remains that we can't modify the points on an account...something the idiot web designers didn't include in our admin interface.
I just want the $3 refund. It doesn't seem to me that it should be this big of deal going on since the evening of the 14th. I honestly think that by now, with all the emails back and forth and THREE zendesk requests that PTI has spent more than $3 in manpower to deal or not deal with this. With any other company I would let it go, but to tell you the truth when every single time I order there is something wrong with the process from dumping cart (yes it was still dumping the day of the release) to not being able to use a credit card/Paypal at times, to the reward points not working, I just want someone to actually do the right thing and not put the CONSUMER through the wringer every darn time.
Shouldn't the admin part of the system been taken into account when the system was designed?
I work in IT/web development and it frustrates me to see all the blame on them. The people wanting the web site should set forth all the business rules at the beginning. If the web design people aren't aware of some of these rules, how can they code them. And don't even get me started on testing.
So, Rick, are you saying that there's going to be yet another new web site in July? And that it couldn't have been in the works before February (because I'm assuming that until the current system was proven to suck, that all the eggs were in that basket)? Please tell us it's not going live right before release night this time, and that maybe, just maybe, it won't suck anywhere near as badly as the current system. Please?
(See how low my expectations are? I just want it to suck less.)
Honestly, I don't get why everyone is so ga-ga over Gina K stuff. Yes, she's a class act when it comes to how her company is run, but I've never had a single urge to purchase her stamps. Maybe things have changed from when they first came on the scene but so many of their sets looked like someone's kid drew them.
"I considered many different options because I wanted to lend my skills to a caring and vibrant stamp community with a compassionate, encouraging leader. I found my place here."
It speaks volumes..
re: Beth. WTF? That woman cannot make cards to save her life. Why do people keep hiring her???
I can't believe Rick outed a customer with a CS problem. Totally unacceptable. Period. Sorry Rick, I've had respect for you for trying to help out here but that just crossed the line.
Oh NH has to be FUMING. Beth taking more time to spend with her kids? Either NH was bullshitting us (wouldn't be a surprise) or Beth was bullshitting her.
Why not just say "moving on to other endeavors"? I actually thought NH and Silaika were besties in real life before PTI started?
Donna - I get it, and you should stick up for yourself on principle.
Rick - I've always appreciated you here and shedding light on various issues but you 'outing' Donna, responding without even reading the original issue and your disgraceful use of language is appalling. You represent PTI and you should consider your words more carefully.
This is why so many people have an issue with how things are being handled. There is no respect for customers.
How funny PTI hides CS issues then one of their own outs a customer having a problem. They really need to hang it up. Another company just made a huge strategic move adding designers.
3:57, true, so true. Rick, you've provided helpful information many a times. But with the outing, you took a giant leap backwards. Hell, you fell off the cliff.
The identity of the customer that had the refund issue/problem HAS ABSOLUTELY NO BEARING on the value of Zendesk or the level (or lack thereof) of PTI's customer service.
22:01, that particular line from Becky jumped out at me as well. Total slam against NH and PTI.
And Beth? I thought she was going to take time to focus on her family?? Tsk tsk tsk. Wonder if Mish is going to design for GinaK? Or maybe she's going to start some Project Life sets for Becky Higgins?
Really, PTI, you need to consider a no compete clause and at least take people out of the market for a few months. But hey, they're brilliant business women so what do I know?
The rats continue to leave the sinking ship. Someone needs to step in because this company is seriously on the rocks. I agree with what others have said before, it needs to be someone or a company who understands fast, accurate shipping and good CS keep customers happy and coming back.
Becky's been off the market for a while-but Beth's just announced she was leaving Last month! I'm sure if they were besties ( which was just stated her I've never seen anything definitive to prove that) then maybe Nichole didn't think a cOntract was necessary?
Rick's actions once again prove how ass backwards PTI works.
I just don't understand why they don't get it over there.
It's so aggravating to me because I really like PTI products, I am really hoping they get their act together but they all constantly drop the ball.
I feel like PTI could be a gold mine but the folks running it are either too lazy or inept to actually dig for the gold.
COME ON PTI!! In this economic state you should be GRATEFUL to be employed with an income. There are lots of folks out there that would bust their asses to be a part of a business.
Stop acting like spoiled brats and start being GRATEFUL for what you have rather than stomping around blaming others for your mess ups.
Dayum! Lisa Johnson's total diss of PTI yesterday in her blog post. Talking about getting reaquainted with "old friends" referencing her non-PTI inks. She talks about using Paper Smooches stamps, but aren't those flowers and leaves PTI? Kim's flowers are a lot more whimsical than that. No links to PTI. No mention of PTI. http://www.poppypaperie.com/poppy_paperie/2012/06/i-like-white.html
first?
ReplyDeleteyuppers, congrats, lol
ReplyDeleteThe PTI PTB could look in their order history records to see which customers haven't ordered since February. What if they find out who you are? Oh, wait, am I giving them too much credit, assuming they and their records are that organized? Well, I'd still be careful if I were you.
ReplyDeleteIf I haven't ordered in four months, what can they do? Better yet, why would they care? As long as papercrap magazine and gallery idol keep pimping PTI stamps, they'll get new (clueless) customers who wot know what they're in for. Until they get the fake shipping notice and realize it takes days to get an order out the door. LOL
ReplyDelete01:23 what are you referencing? Be careful of what?
ReplyDeleteWhy did Rick completely disappear?
ReplyDeleteJust proves he is another PTI employee that lacks credibility.
And where did the elusive "Dave" go? Was he just a fictional character?
And how come Maile never posts on the forum? Why doesn't she have to babysit??
ReplyDeleteI was wondering why some dt members don't have to babysit as well.
ReplyDeleteI was reading through some past posts last night and came across the one where Jennifer E told somebody that for the dozenth time, a shipping notice doesn't mean anything. Good times.
ReplyDeleteNichole's "thank you for taking the time to share your disappointment" is also one of my favorites.
ReplyDeleteRick took his smilies and went home.
ReplyDeleteFor the person on the last thread who asked for a SU rep who gives a discount... here's something I found on a blog in my reader today...
ReplyDeletehttp://sarahsinkspot.com/blog/2012/06/one-extra-week-to-get-20-off-your-orders.html
Thank you to the person who posted about Avery Elle last week. I got my package and LOVE their cardstock and am very pleased with their stamp quality. They definitely are promising!!
ReplyDeleteMaybe the post office needs to change posting a shipping number of any kind until the package is physically in their postal system. That would take care of the shipping BS.
ReplyDeletemelissa's avatar looks horrible! I don't know if that's new or not but I just noticed today. makes her look really old and I hate that hair cut. ugh
ReplyDeleteThe name "Zendesk" cracks me up. This company is far from anything zen-like.
ReplyDeleteI noticed the exact thing about Melissa's avatar a couple of weeks ago.
ReplyDeleteYeah, I noticed Melissa's avatar too and hate it. What is with the eyes? I mean, if she likes the heavy eyeliner that is totally cool...I like eyeliner myself. But at that angle is just looks weird. And she's a pretty lady, so I'm not smacking her looks...just the awkward angle and weird-ish makeup.
ReplyDeleteI think her avatar makes her look like a bird; and not in a good way. It is an unfortunate photo choice.
ReplyDelete6:54, WOOT! Thanks for remembering my SU request.
ReplyDeleteI thought the same exact thing about Melissa's new avatar pic too, she looks like a gremlin or something.
ReplyDeleteIsn't that weird how all our perspective is so different? Melissa probably thought that was the best pic of herself after discarding dozens of other ones, and most of us agree it's an awful shot. Same with Ted's. He thinks it's a decent shot, a lot of us think it's creepy.
What's with Little Miss T's though?! So effin' phony!
What was it that someone was saying earlier about the dt not being smacked very often? The poor girl changes her avatar and 5 people have made negative comments.
ReplyDeleteI stand by what I said earlier about this blog and the dt feeling like they are always being scrutinized.
Here's a question I have. Why the hell weren't the SAF pre-order totes, packaged, labeled and ready to ship on the date stated.
ReplyDeleteNichole posted this:
If you have concerns with the shipment of your SAF order, you are more than welcome to contact Customer Service so that they may provide the best help possible and have access to details on your particular order that we cannot verify here within the forum. Once again, I apologize for the staggered shipment of the SAF packages and the frustration this has caused some of you. Let's all focus on the fact that this event is still several weeks away and we will all be prepared to have fun and get inspired by one another.
Why would you stagger a pre-order that was shipped one week late to begin with?? This is a prime example of the bad business sense of PTI.
9:18, Okay, you are right. We smack the company, the DT, gallery idol people, forum members, sausage fingers, McMansions, avatars, everything. You got us.
ReplyDeleteCan we move on now?
"Lets all focus on the fact..." sounds like more hand-slapping. She just doesn't know how to communicate.
ReplyDeleteI think physical appearance smacks should be off limits. NOBODY is flawless.
ReplyDeleteYou people dont know what someone has gone through or if they are handicapped or ill
Just stop
I really like Melissa, I think that's why her new pic bothers me so much. Makes her look terrible!
ReplyDeleteIs Melissa handicapped? The only disability I see is that atrocious haircut
ReplyDeleteAnd where did the elusive "Dave" go? Was he just a fictional character?
ReplyDelete=======================
I've wondered the same thing. We sure don't hear his name anymore.
Which Melissa? Bickford or Phillips? They both look totally normal to me.
ReplyDeleteHere's an idea I would love to post on the forum: Next year's SAF badges should include a rocket ship badge. Customers can earn it if they successfully navigate PTI Customer service. Because as we have all learned ... PTI can turn simple things like answering questions and shipping products into ROCKET SCIENCE!
ReplyDeleteI mean, really. WHY, after five years, are business basics so out of reach for these owners??
How can people focus on an event when they aren't sure they'll have the materials in time?? It's like she expects everyone to just assume they'll get what they ordered in time. So out of touch!
ReplyDeleteWho cares that the event is several weeks away??
ReplyDeleteYou didn't deliver on a promise....why don't we focus on that???
1031. Post your picture and let everyone see it
ReplyDeleteI know! I can't find that post because I am so tempted to respond to it. If their history of fixing issues wasn't so spectacularly dismal then people might not worry so much about having the kit in time, because they clearly need several weeks at minimum to fix problems.
ReplyDeleteHey! Rick gave ya'll the little pop ups that you were asking for! He was listening and he came through on it!
ReplyDeletehttp://forum.papertreyink.com/forum/viewtopic.php?f=7&t=36300&p=401149#p401149
ReplyDeleteHere ya go
Great! Only took a couple of months.
ReplyDeleteNow maybe Rick can fix the website next. ;P
Hey yall should apply
ReplyDelete$50 a month!! Wooooohoooo!
http://www.iheartpapers.com/content.php?content_id=1021
A smacker as a PR rep. There's a concept. :)
ReplyDeleteI suspect there's only one person posting here about Avery Elle, because virtually every post about them says they look "promising." Kind of a vocabulary rut.
ReplyDeleteIt wouldn't be the first time.
ReplyDeleteavery elle stamps looks juvenile
ReplyDeletei'm kind of disappointed in cristina for joining forces with pti. come on, you have to be living under a rock to not know about pti's shitty repuation and how they treat their customers like shit. i really liked cristina but i think she sold out big time. she seemed like she had integrity... guess not.
ReplyDeleteI don't think Melissa's avatar pic is that bad **shrugs** Nothing smack worthy in my book.
ReplyDelete11:53- nope not the same person.
ReplyDeleteAny company would have to pay me more than $50 a month to be their PR rep. Ever since finding this blog and the scrap smack blog, I realize what utter insatiable bitches scrap chicks can be. It was a sad realization. But kind of refreshing to know the truth.
ReplyDeleteHello,
ReplyDeleteI am 01:23. I am sorry for taking so long to get back here today. I should have made it clear in my post that I was referring to what the owner of this blog stated in his/her description of this new space, that he/she has not ordered since february and is "going strong". I would hate for someone with an axe to grind at PTI to find out who you are. That is all.
Okay, is it me or does that Kristina Werner die look like a bitch to adhere to your project. Not wide enough for a glue dot. So narrow that glue would be all over my stuff. Maybe I'm just a sloppy glue-er because people are using the die, so it isn't impossible. Just seems like a ton of work to me.
ReplyDeleteAnd Cristina K's blog...LOVE. And the others in her SSS DT....also love.
This blog and the other scrap smack blog are what opened my eyes to the fact that far too many people are willing to do dt work for free just for the exposure. I used to think it would be worth it but now I think it would just make me a doormat.
ReplyDeleteThis comment has been removed by the author.
ReplyDeleteYes, Kristina Werner's new die cuts (ha, the paper which has been cut out with the die, I know the difference, unlike some companies) look like a pain to adhere. I do still like them, though. So either do what they teach in kindergarten with the glue-- "dot dot, not a lot" (which I am not good at, even though I did indeed pass kindergarten)-- or run your paper/cs through a Xyron before die-cutting (my first choice).
ReplyDeleteI believe that NH mentioned in her announcement that Cristina has to finish up a few obligations or something? Can't remember exactly & I'm too lazy to go back & look. Maybe she'll announce once she's ready for her first DT post?
ReplyDeleteThis comment has been removed by the author.
ReplyDeletemy bad -- she did announce it a few days ago -- it's just at the end of the post.
ReplyDeleteJudi, switch to another browser when cruising the smack blog and you won't have to delete your comments if you don't want your name associated with them.
ReplyDeleteHahahahaha ... JUDI ... we SEEEEE YOOOOUUUU!!!
DeleteI use a Zig glue pen to adhere skinny/small die cut pieces
ReplyDeleteHOVERING!!! Finally -- thank you Rick!! I may actually visit the forum again now.
ReplyDeleteYes Rick, thank you for that.
ReplyDeleteIf I ordered a SAF bag o'crap I'd be pissed. Orders placed weeks ago and first delayed. Then staggered?!? And June release orders have been delivered. WTH is wrong with this company? Those bags should be the priority. Although, it is kinda funny (if you're not waiting). Wonder if they'll get their badges in time to see on their spiffy, new vests? LOL
ReplyDeleteA smacker as a PR rep. There's a concept. :)
ReplyDelete====================
I think it's a great concept. Smackers generally have the critical thinking skills that would foresee the fallout of an awkwardly worded post, or empty promise, or bad haircut, or hand-slap by an owner, ....
or anything PTI has done in the past five years.
Wanted to share great customer service experience with WPlus9. Placed an order; wanted one item that showed as in stock but when I tried to put it in my cart, received out of stock message. I asked them if that was an error and, if so, to send item with my order and send me an invoice for additional cost. Wplus9 searched warehouse, found the item and sent it to me free of charge. (I was totally blown away and checked my email for a invoice but, alas, none was sent.)
ReplyDeleteNow that's what I call service! They made a customer out of me for life!
17:15 here, re-read my post. Meant to type "an invoice."
ReplyDeleteI use a xyron for tiny die cuts like letters and things.
ReplyDeleteFrom Christina McClaren's blog today:
ReplyDeleteWho likes giveaways? I know I do! I haven't done one for a while, so it's definitely time. *smile*
There's a little back story to the prize I'm offering, so bear with me for a moment while I offer up some praise for Claire Brennan of Waltzingmouse Stamps.
As soon as the new stamps were released at Waltzingmouse last month, I put in my order for the darling new Half Pint Heroines, a perfect companion set to one of my all-time favorites, Half Pint Heroes.
In usual Waltzingmouse fashion, I got my order (from Ireland to Massachusetts) in just over a week. Unfortunately, I had been sent Half Pint Heroes instead of the new Heroines. When I contacted Claire and offered to return the set in exchange for the Heroines, she told me to share it with a crafty friend instead. How sweet is that?!
Of course, I only mention the initial mix-up so that I can relate to you, my friends, how gracefully it was handled. I never get bent out of shape over an honest mistake, and any business large or small can make them. What earns my respect and loyalty is when those little hiccups are dealt with in a prompt and attentive manner, and Waltzingmouse definitely passed that test with flying colors! Thanks to Claire for her generosity in allowing me to share this set with one of my followers!
**Just so you know, I haven't been asked by Claire or anyone else to share this story with you, I just love giving praise where it is deserved and letting other stampers know about great customer service.**
17:56 thanks for sharing that. It's always good to hear of examples on how things SHOULD be done in this industry. I would expect nothing less from Claire.
ReplyDeleteSide note, I don't who Claire is, but all those ads on her blog would drive me to remove her from my blog roll tout de suite!
Claire really knows how to run a business. She goes the extra mile and treats each customer as if they are her main customer.
ReplyDeleteI've never seen Christina's blog before but to me neither hers nor Claire's have a lot of ads... not sure what you are referring to.
ReplyDeleteI got my red pattern paper pack today and disappointed that the colors are red and pink on each sheet instead of red and white. I have no idea what to do with red paper with pink dots all over it.
ReplyDeleteSorry that you don't like the paper.
ReplyDeleteBit of a clarification, I think Cristina K is great will be great on the team. I wasn't saying I preferred Amber over her, I am just more familiar with Amber.
ReplyDeleteI'm 18:18. Sorry for the confusion, I meant to say I don't know who Christina is, not Claire.
ReplyDeleteRegarding her blog, when I scroll down past her post before the next post, there are 3 Google ads that shows up. I wonder why nobody else can see them? I think for ads to show up within someone's blog, they have to chose that option.
I don't get the whole Amber thing. She is very hit and miss in my opinion. I will say she has improved over the last year, but I don't think PTI would ask her to be on their team!
ReplyDeleteI think Amber's work is superb.
ReplyDeleteMy customer service complaint has now been "solved" three times, but I still don't have any resolution at all. I give up.
ReplyDeletedon't give up! Keep reopening it
ReplyDeleteThat is how PTI works, they spend more time beating you into submission rather than fixing things...
I wish they would at least say, "you will have your refund credited within 72 hours" or whatever is reasonable instead of me having to check back over and over only to be scolded.
ReplyDeletepti obsessed, eh?
ReplyDelete19:54, absolutely DO NOT give up. Keep replying to those solved emails until you have resolutiion. Their treatment of customers is horrific! Any other company would not make you jump through these hoops. But do not give up fighting for what is yours.
ReplyDeleteInteresting that someone has put their SAF bag up for sale on the forum.
ReplyDeleteThe customer should have the last word on whether their problem has been solved, not them. The arrogance of these people is maddening. Do NOT give up! Keep after them until you feel your complaint has been resolved!
ReplyDelete3:21, yep. we are. we are obsessed with pti abstaining from treating their customers like crap and we are obsessed with items shipping out when they are promised and we are obsessed with getting resolutions completely, quickly and with a good attitude.
ReplyDeleteand you must be too or else you wouldn't be here.
thanks for joining forces with us! :o)
19:54, I echo the others....don't give up!!
They've spent so much time giving you the run around and playing "pass the email" that they could have remedied your issue 2 times by now!
That is so frustrating!
Respond to this latest "solved" with a comment: "Kindly stop closing my ticket until my refund has been issued. I do not consider this resolved until I have my refund, dammit!" You can omit the dammit if you want.
From Julie about my "solved" ticket:
ReplyDelete--" I mark it solved. If I kept EVERYTHING in "Pending" status, I would never make any progress."
This is a direct quote from the email. It is not the whole email, but the explanation about why it has now been "solved" three times, but I have no resolution.
Well, what kind of progress is Julie making if the issues aren't resolved? Ridiculous!
ReplyDelete"Never give up. Never surrender." Keep hounding them until they actually solve the problem to your satisfaction. I've had my own experience with the zen desk recently and it took three 'tries' before the issue was resolved. Don't let it drop.
ReplyDeleteI'd love to see you answer her with a "well if you mark it solved, how will you remember to ACTUALLY issue my refund?"
ReplyDeleteThe more I hear about this the more pissed it is making me. So Julie just wants them to be closed and out of her life regardless if the problem has actually been resolved. That is incredulous. I'm stunned.
Hahaha! I just had a funny thought. I know PTI product complaints aren't allowed on the forum, and that customers are directed to zendesk, but what if your problem *IS* ZENDESK?? Then can you talk about it on the forum??? hahahahaha!
ReplyDeleteShe thinks she is making progress? Well then today at work, I am just going to put all the blank reports in an envelope and mail them off so I can cross them off my to-do list. I will tell my boss that this is how I resolve the issue of the report and it is the only way I can stay ahead of things.
ReplyDeleteJulie, this is how you make progress.
ReplyDeleteYou get a Zendesk ticket. Go fix the problem with a real solution, not a potential one or the promise of one. Once it is ACTUALLY fixed, click "solved."
And repeat.
It's not hard. Other companies do it all the time. Well, probably not as often as PTI because, unlike PTI, they actually fix the core of their cluster-f's and therefore probably don't get as many trouble tickets. But you get what I'm saying.
I wonder how quickly the forum would lock a thread on ZenDesk issues. I had no idea the same crap was occurring over there. It's ridiculous to mark an issue resolved because you have too many pending, what a joke. I bet people would be surprised that some folks have gone back to the ZenDesk 2 and 3 times for the same issue not being resolved. Nothing changes!
ReplyDeleteIf it weren't so pathetic, it would be comical. What school of business would teach you to do customer service this way?
ReplyDeleteOoh ooh, me next.
ReplyDeleteI think today I'm going to tell my customers that they will eventually get a wireless access point in their building, so the fact that they cannot use their laptops wirelessly *today* is not really a problem.
SOLVED.
As the consumer, I have to be the one to keep it on my list and keep reminding Julie. That is why she can cross it off. She knows I will keep track of it for her. She must think I can have a pending list in my life a mile long, but she needs to clear things so they don't worry her. She clearly believes that it is the consumers's job to keep her organized and reminded. You see, it is not her job to get things done or to remember to do them. It is my job to have to remind her daily that it really isn't solved.
ReplyDeletemaybe they should add a new category to the zendesk system called 'i'm working on it so leave me the hell alone' that is visible only to the customer, not to julie.
ReplyDeleteWhat makes it worse is that it is a very simple $3 refund. She says she cannot do it until the web developer lets her.
ReplyDeleteHere is the whole email in it's entirety. Btw, it is the 3rd "solved" email on this single issue:
"I have everything printed out so that I know to take care of it the minute I receive the email. In order to keep my emails cleared out so that I know who needs to be answered, I mark it solved. If I kept EVERYTHING in "Pending" status, I would never make any progress. I promise with EVERY ounce of my being that I will make sure to make these changes the millisecond I receive the email from the web developer. I PROMISE!!!!!
Thanks for your understanding. Have a great day!!
Julie
In the bigger picture, if Julie is running zendesk (not JennE, not Dave, not a single new CS employee) then nothing has changed since day one. Progress? I think not.
ReplyDeleteWelcome to Zendesk. Where customer have an exciting opportunity to earn their -Rocket Science- badge!
ReplyDelete"
ReplyDeleteRegarding her blog, when I scroll down past her post before the next post, there are 3 Google ads that shows up. I wonder why nobody else can see them? I think for ads to show up within someone's blog, they have to chose that option.
20 June 2012 19:37"
I double-checked now that I know where you're seeing them - and nope, I don't see 'em. I think that would be annoying, too.
Good God, Julie!!!! Now they're having fake progress, too!?!?!?
ReplyDeleteCan you guys refresh my memory, is Julie the mom or the daughter?
ReplyDeleteEither way, it's so cute how she thinks her word means anything to any of us at this point.
Better Business Bureau
ReplyDeleteBetter Business Bureau
Better Business Bureau...........
Julie, I don't know how to tell you this but no one gives a crap that you don't have a better way to organize your blasted emails. You poor, poor thing.
ReplyDeleteKeep the damn woman's email in pending until you get the damn issue fixed for god's sake. What is the matter with you?????
My email has little things like stars or labels or folders... all kinds of handy dandy modern day gizmos to help you KEEP YOUR DAMN EMAIL ORGANIZED. FIGURE IT OUT!!
Just another stupid ass lame excuse. No sense of customer service or appropriate business behavior at all.
And you need the web developer to tell you you can issue a $3 refund?!?! This company is a complete joke.
From Julie about my "solved" ticket:
ReplyDelete--" I mark it solved. If I kept EVERYTHING in "Pending" status, I would never make any progress."
This is a direct quote from the email. It is not the whole email, but the explanation about why it has now been "solved" three times, but I have no resolution.
=============================
What a first class BITCH!!! I would be livid if I received this kind of response directly from the owner!
Nichole, Rick would you actually back up this response??!!??
I don't see how any normal person would. Unbelievable!
The quickest they've solved anything was the creation of the Zendesk. After the forum blew up, it didn't take them too long to figure out a way to hide all the people angry about their horrible, disgusting, condescending, passive/agressive customer service practices.
ReplyDeleteWhy would an owner of a company talk to a customer that way?
I'll confess that I was unable to resist the hexagon set and coverplate, and they arrived today. To my great surprise, my 14-year-old daughter, who is generally not much for stamping any more, immediately grabbed them and is happily trying out all of the patterns and dozens of my ink colors. And we're having a great conversation since she's doing this instead of playing a computer game. That's a win in my book.
ReplyDeleteI am stunned at Julie's email and moving CS issues to "solved" from "pending" without them actually solved. What kind of bullshit is this?
ReplyDeleteThis reminds me of the whole, "we are deleting all the customer service emails and starting over fresh."
Anonymous said...
ReplyDeletepti obsessed, eh?
21 June 2012 03:21
_____________________________________________________________________________
If you scroll to the top of the page, you will see that (in big letters) it says "PTI SMACK III". It would be kind of stupid to sit here and constantly "talk" about another company...
Regards to what 0709 posted from Julie - anyone that has to say "I promise" that many times like Julie knows they are not taken seriously
ReplyDelete07:09 should respond, "And I PROMISE to keep opening up this ticket until it is completely resolved. I PROMISE, I really do!"
ReplyDeleteYou should really post that shiz on SCS
ReplyDeleteMore people need to know how appallingly bad they talk To their customers
Once you pasted in Julie's entire e-mail, that shed some light for me. I have no idea why she has to talk to the tech guy in this case, but at least she has, and she is waiting to hear back from him. I would just wait a couple days. If you haven't heard anything by then, I would e-mail again. But sending repeated e-mails now won't accomplish anything productive.
ReplyDeleteI promise with EVERY ounce of my being that I will NEVER order from PTI again. The millisecond I should change my mind, I will let you know. I PROMISE, Julie, I won't be changing my mind.
ReplyDeleteAgain, as it bears repeating over, and over again. This company has a profound disrespect for their customers!
ReplyDeleteJulie seems to have the maturity of a jr. high schooler.
ReplyDeleteExplains a lot, doesn't it? ;)
12:03, I'm not the person waiting for the refund, but I have to say that it makes no sense to stop emailing Julie. If she's putting the ticket into solved status, how is she going to remember who to give the refund to and how much the refund is supposed to be when she finally hears back from the web developer (and why the hell does the web developer need to be involved anyway?!). Maybe she's keeping a separate list or has a post-it note or something, but she doesn't say that and there's no way for the customer to be assured that they're going to get their refund. I'd hound them until I got that refund. Put a check in the mail if the web developer is somehow hindering you from issuing a refund! PTI is so ridiculous it makes my head spin.
ReplyDeleteSomeone should post on the forum asking what happened to Dave. I'm interested to hear what excuse they'll come up with for why no one's heard of him and why Julie is still answering emails even though she's as concerned for customers as a rabid dog.
12:51, Julie said she printed out the info.
ReplyDeleteIt's summer. Dave might be away on vacation.
Julie is absolutely full of shit.
ReplyDeleteThe web developer handles creation and improvement of the website.
All money matters (credits, too) for all online stores is processed by a merchant processor - which has NOTHING to do with your web developer.
When we have to issue a credit, it takes about 3 minutes. We find the transaction in our merchant account and hit a little button that says "refund". That little button then opens a pop-up window that allows us to specify an amount and add a note for the refund. Then, we hit "accept" and a confirmation number pops up.
Nothing that our web developer could or would help with. Unless, of course, our 'web developer' isn't an actual web developer and just some family member I hired....
We own a very small online business and invested about $5k in the creation of our website. We hired a local web developer and receive a lot of compliments on our site. If a start up with very little cash can afford to invest in a decent website, there is no way PTI can't afford it.
I'm so glad Julie showed her asshole self. I wonder why Ricky poo isn't here to defend the "brilliant" businesswomen of PTI anymore?
Oh, wait. That would probably be because, a) he IS the shitty "web developer" causing all these problems, and b) he knows there's now way to defend their constant fuck ups.
If the "tech guy" needs to handle PTI's refund, then they're in world of hurt beyond anything we can imagine.
ReplyDeletePlease tell me why they're not having any problems accepting people's orders and taking their money? Merchant processing problems effect both your ability to collect and refund money.
In order to issue a credit, you need access to the following things:
1. The merchant's bank account;
2. The merchant's processing company.
Surely you don't believe that control freak Julie relinquished access to, and control of, her bank accounts to some nameless, faceless "web guy"?
HAHAHAHAHAHA!!!!
I keep all e-mail requests I receive in my inbox until the request has been completed. A simple way to keep track of any outstanding issues I have to take care of. The question now is how big is that stack of paper she's printed. I don't know, but I bet her e-mail inbox looks nice and tidy.
ReplyDeleteSo....what happens when Julie gets overwhelmed by the giant stack of paper she's printed out?
ReplyDeleteDoes she burn it in a giant bonfire, just like when they deleted all customer emails and gave themselves a do-over?
If you visit the forum you'll see over and over how customers submitted problems to zendesk and they were promptly taken care of.
ReplyDeleteHere's the catch and I think it's pretty funny -- when you see those posts, it's someone saying, Oh, I've had multiple issues that I took through zendesk and got them fixed.
Do these customers really think that's a complimentary statement?? LOL - they want to make it sound like zendesk works like a charm, but you have to wonder.... WHY ARE YOU HAVING TO USE ZENDESK SO MUCH TO BEGIN WITH?!
Sometimes I wonder if how they "do" (or don't do) customer service is the big problem, or the fact that they have too many CS issues to begin with.
To the poster who said Lisa J was fired....
ReplyDeleteback your words with proof.
That was pretty random.
ReplyDelete7:09, are you a forum member?
ReplyDeleteThe reason I ask is this. I posted my frustration here over my multiple "solved" emails from Julie over the missing "sweet" stamp. I included the back and forth dialog we had.
Coincidentally, that was the last day I could access the forum. Accessed it in the morning. Made my Julie post here. Couldn't access it in the evening.
I would be curious to hear if you receive the same treatment I did.
Just as a sidenote, I hadn't posted to their forum for over 6 months. I did read it daily.
No worries for me. Fellow smackers keep me up to date with what I need to know about the company.
Didn't I read somewhere in the past that the credit card charges for PTI actually show on your statement as Heskamp Printing?
ReplyDeleteDoes the printing company make their customers wait for some random "web developer" guy to get refunds that they're entitled to?
It's total BS. I used to run the credit card charges (and credits) at my former job, and the only times they took longer than 5 minutes to put thru were 1) if the amount was over my authorization and I had to get approval from the owner of the company to process the credit; or 2) If we tried to issue a credit back to a cancelled credit card (happened sometimes if the order was paid for with one of those prepaid/Visa gift cards).
1 doesn't apply because Julie is the freaking owner; and PTI wouldn't know if 2 applies because they haven't even tried to process the credit yet. Sweet baby jeebus, it must take as long to print out the stinking zendesk report and file it as it would to just issue the damn credit already.
They thought zendesk would solve their organizational problems. Just like buying a treadmill will help you lose weight. But only if you have the right mindset to begin with. The same laziness and lack of organizational and business skills that led to the massive email dump to begin with won't go away just because you buy zendesk. You have to keep up with it and work it!
ReplyDelete@14:28 - If you want to read the forum, just create another login ID. You'll have to get your first 5 posts approved but you'll be able to read the forum.
ReplyDeleteThat's what I had to do when Rick went on his tantrum throwing "pruning" binge a few months ago.
"Surely you don't believe that control freak Julie relinquished access to, and control of, her bank accounts to some nameless, faceless "web guy"?"
ReplyDeleteMaybe it was a condition of the divorce settlement.
Did someone say the silhouette store had a berry box?? Trying to find one...
ReplyDeletetype "woven basket" in to the search box in the Silhouette store.
ReplyDeleteTo 12:03. It has been 8 days now.
ReplyDeleteWow, 8 days to issue a $3 refund. That's just spaztastic.
ReplyDeleteNow I'm wondering if Julie's "I have to wait for approval from the web guy" is just another lie from her to cover her own whatever is going on with her that makes her drag her feet so much when fixing PTI's screw-ups is concerned.
ReplyDeleteAnyone associated with PTI should be embarrassed! What a joke these people are.
ReplyDeleteI don't remember seeing anyone make that claim about Lisa.
ReplyDeleteI'm almost positive there's a giant jar at PTI headquarters (and NH's home office) that is full of little slips of paper with a different excuse on each one. When a problem at PTI arises, they just reach in and grab one.
ReplyDeleteChris Simon said...
ReplyDeleteI'll confess that I was unable to resist the hexagon set and coverplate, and they arrived today. To my great surprise, my 14-year-old daughter, who is generally not much for stamping any more, immediately grabbed them and is happily trying out all of the patterns and dozens of my ink colors. And we're having a great conversation since she's doing this instead of playing a computer game. That's a win in my book.
21 June 2012 09:50
******
And another one lines PTI pockets! When will you all GET IT??? As long as you keep buying, nothing will change?
I still occasionally buy some from PTI, but even though I also bought the hexagon stuff, my spending with them is down about 85%. I can still make their pockets hurt, but still get the must haves.
ReplyDeleteI agree. People buying less from PTI may be hurting them, may be opening their eyes a little. Like a few mosquitoes buzzing around their heads. But the only thing that will truly get them to change their ways is a mass exodus of customers. Until their pocketbooks REALLY start to hurt it will be (dysfunctional) business as usual.
ReplyDeleteI believe their pocket book has already been hit and that is why they are being such twats!
ReplyDeleteNichole's attempt to make is sound as if there were 3x's as many order was a LIE and she was outed when someone posted their order numbers.
The money is not rolling in like it used to be.
That being said, I'm going to cave and order on SAF. I haven't ordered in 8 months and I have a huge list of $5 sets and want some hawaiian shores cardstock. Since I'll get a free set for my order, I'm gonna do it.
I know buyer beware and that's how I'm approaching it.
Maybe I'm the only one who thinks their pockets ARE taking a hit
ReplyDeleteThe forum pots especially ( the what's on your list, and the release night thread) have drastically changed
Remember release night threads that were 60 and 70 pages long??
LOTS of things are not moving as quickly as they used to. The things people want really bad -tea dye duos, and best selling dies and impression plates take months to come back in.
AND they still don't change. They will sing the same song and dance in their circles around the drain....THAT is sheer idiocy
So buy or not they aren't changing.
^^^Oh yeah the sheer fact there are 92 bags left!
ReplyDeleteI agree that they are taking a hit. I think that's the ONLY reason people are reporting these phenomenal shipping times on the forum. Yeah, that will happen when you have a lot less orders to deal with.
ReplyDeleteWhen people report that they are meeting minimal expectations as if it is a Christmas miracle, something is still very wrong. Do you see people starting threads and raving about shipping time for Lawn Fawn, which averages 3-4 days for me consistently? No--because that is what they have always done and it is standard. It is not a reason to set off fireworks and make announcements.
ReplyDelete@14:28 - I had a similar experience with my Sweet stamp. I sent a message to ZenDesk, and it was immediately closed while they were waiting for the stamps to be delivered to them. Then I noticed on the Forum that people started receiving theirs. I waited one more week and reopened the ticket. No response. I followed up again, and got a response that said, we'll look into it. Closed. I wrote back and said I don't consider it closed until the stamp is actually sent and I receive it. A few days later it showed up. It just makes no sense. When I open a ticket with our technology desk, they don't mark it closed just because they spoke with me. They mark it closed when I say it's closed. If I don't respond, they follow up and say they will mark it closed unless they hear from me in X days. That is a reasonable approach to closing tickets.
ReplyDelete17:00 - hope (sincerely) that what you want is actually in stock. Not likely though based on track record.
ReplyDeleteIt's kind of funny to see the comment on SCS about seeing the company "implode."
ReplyDeleteHonestly, I think they should close up shop. But I don't think they will. People are still purchasing from them. Some people are still enthusiastic about them. I think they feel that as long as they can shuffle people with problems into the dark shadows, they can just plug along like they are.
So what if they do -- they'll just be some second-rate stamp company that people used to talk about in a positive way, then in a negative way, then ..... not at all.
@16:17
ReplyDeletein reply to your post, check out June 20, 12:24 for that statement.
Really 16:38, why do you get so worked up when people order? Not a unicorn here, but I don't get it why some act as if they have a vested interest in NO ONE ordering from PTI. Face it, that's not ever going to happen unless PTI goes under.
ReplyDeleteI'm glad Chris ordered and found some time to bond with her daughter. So what if it's with PTI stuff. Good for her.
Anyone ever use Hero Arts inks? How are they?
ReplyDeleteI have no way of knowing if they are taking a hit or not. I know that there's stuff I see that I really want,and then I come here, and read Nichole's or Julie's response to cs issues, and I don't buy, because I can't believe they talk to customers that way!
ReplyDeleteI have no way of knowing if they are taking a hit or not. I know that there's stuff I see that I really want,and then I come here, and read Nichole's or Julie's response to cs issues, and I don't buy, because I can't believe they talk to customers that way!
ReplyDeleteOh, I for one don't really want to see PTI close up shop. The products themselves are still pretty great. I just want to see someone else running the company. I would still be ordering from them were it not for how they manage things so badly. I wish they would sell the brand to someone who knows how to do it right. Keep Nichole on in a design capacity only and never ever let her represent them in any other way.
ReplyDeletegoodnight haters.
ReplyDelete18:40, I have six of the mid-tone colors and I really like them. Good coverage. Nice, vibrant colors. Highly recommend.
ReplyDeleteSheesh Dawn. How about updating your damn webpage to reflect the current PTI DT? You still have Lisa Johnson up there.
ReplyDeleteDOH!
Can someone please buy PTI and make it a wonderful store to shop?
ReplyDeleteSweet dreams, unicorn.
ReplyDelete^^^That was meant for 19:54.
ReplyDelete20:02 I'd love to!! Can't even imagine the kind of $$ it would take though. I've thought long and hard about how to make it work, but as NH is a part owner I don't think I could hire her away. :)
ReplyDeleteIf I bought the company I would hire Nichole on contract to create. That would be her ONLY job. Everyone else would go immediately.
ReplyDeleteI know a DT personally and I don't want to break her confidence by telling you what I all know, but I can tell you the way they treat the customers is because they feel they don't want to be "bullied" by the customers into giving them what the customer wants/deserves. They really do have the arrogance you all suspect towards their customers.
ReplyDeleteThis is me speculating now, but my guess is they aren't issuing credits, etc because they are cash strapped.
It is a 3 Rewards Point refund, not a $3 refund that Donna is waiting for. Unfortunately the company that created the website didn't build that "feature" into the admin interface, along with a host of other "features". Because they are fuctards. Hence the move to the new system in July. If Donna wanted a $3 credit, it could have been issued when the ticket was first created. But she specifically asked for the rewards points back. Not saying it is her fault that our admin interface sucks...just noting for the record that she is not waiting for a $3 credit.
ReplyDeleteZendesk has three status settings. Open, Pending, and closed. Not ideal, but any ticket can be replied to and it goes right back into the queue of the person working on it. We are working with Zendesk to get more options. Solved is not really the best option...just the only one we have. Pending is used when we are waiting on a reply from the customer, and Open is for tickets that need a response. Believe it or not, Zendesk has not only made a difference in the tracking of tickets, but also in the resolution time for issues.
Rick
WRONG RICK. I asked for my PayPal to be credited. Read the original zendesk request.
ReplyDeleteHere is the exact request: "I just placed an order and there was no place for me to use my reward points. Please credit my Paypal and use the 3 reward points, which still allows for free shipping."
ReplyDeleteI don't need points refunded because it never let me USE points. I had to pay rather than use the points. I want the $3 back and I have been clear with Julie about that.
Yes, it is only $3, but the point is I want it done right.
And what was the point of outing me when ALL my posts were anonymous. Thanks so much for not respecting that.
ReplyDeleteOh, and Rick, I am assuming that the reason you are wrong is that Julie was covering for herself and told you it was about a refund of points.
ReplyDeleteWow Rick, you come back with all that? Obvious reading comprehension fail on PTI front and way to violate a customer's privacy. Just when you think PTI can't get worse they call people fucktards
ReplyDeleteI am so sorry about "outing you"....I looked up the ticket and saw that it was you, and didn't go back up on this blog and see that you had been posting anonymously. It really was not my intention to do that.
ReplyDeleteI did read the ticket, and saw that it had to do with points, which we cannot modify... I regret that I did not read the ticket in it's entirety, but the fact still remains that we can't modify the points on an account...something the idiot web designers didn't include in our admin interface.
I just want the $3 refund. It doesn't seem to me that it should be this big of deal going on since the evening of the 14th. I honestly think that by now, with all the emails back and forth and THREE zendesk requests that PTI has spent more than $3 in manpower to deal or not deal with this. With any other company I would let it go, but to tell you the truth when every single time I order there is something wrong with the process from dumping cart (yes it was still dumping the day of the release) to not being able to use a credit card/Paypal at times, to the reward points not working, I just want someone to actually do the right thing and not put the CONSUMER through the wringer every darn time.
ReplyDeleteShouldn't the admin part of the system been taken into account when the system was designed?
ReplyDeleteI work in IT/web development and it frustrates me to see all the blame on them. The people wanting the web site should set forth all the business rules at the beginning. If the web design people aren't aware of some of these rules, how can they code them. And don't even get me started on testing.
Doesn't anyone get that it is NOT ABOUT the $3. It is the way we are treated for trying to give you OUR money.
ReplyDeleteBecky Oehlers just joined Gina K. I called that a long time ago!!
ReplyDeleteSo, Rick, are you saying that there's going to be yet another new web site in July? And that it couldn't have been in the works before February (because I'm assuming that until the current system was proven to suck, that all the eggs were in that basket)? Please tell us it's not going live right before release night this time, and that maybe, just maybe, it won't suck anywhere near as badly as the current system. Please?
ReplyDelete(See how low my expectations are? I just want it to suck less.)
2114 you know this how?
ReplyDeleteHonestly, I don't get why everyone is so ga-ga over Gina K stuff. Yes, she's a class act when it comes to how her company is run, but I've never had a single urge to purchase her stamps. Maybe things have changed from when they first came on the scene but so many of their sets looked like someone's kid drew them.
ReplyDeletehttp://hemidemisemiquaverdesignblog.com/2012/06/21/becky-oehlers-joins-gina-k-designs/
ReplyDeleteI recently ordered 3 of Gina's sets and love them. The lace borders are to die for.
ReplyDeleteDonna,
ReplyDeleteI get it. Probably doesn't make you feel any better, but I do get it.
http://www.ginakdesigns.blogspot.com/2012/06/two-introductions-and-first-sneak-peek.html
ReplyDeleteNot just Becky, but Beth, too.
Gina also has Beth Silaika now (blech)!
ReplyDeletehttp://www.ginakdesigns.blogspot.com/2012/06/two-introductions-and-first-sneak-peek.html
21:55, you beat me to it!
ReplyDeleteI agree with 21:29 the designs are slowly improving. Not sure how I feel about Beth joining, but Becky is a decent designer.
ReplyDeleteIsn't this the BEST quote from Becky??
ReplyDelete"I considered many different options because I wanted to lend my skills to a caring and vibrant stamp community with a compassionate, encouraging leader. I found my place here."
It speaks volumes..
re: Beth. WTF? That woman cannot make cards to save her life. Why do people keep hiring her???
Sneak Peek Hexagons at Gina's.
ReplyDeleteThey jump the PTI Titanic and join a company that knows how to sail the ocean.
22:01- Beth will not be making cards for Gina K, she will be designing stamps, I hope. That is what an illustrator does....
ReplyDeleteI can't believe Rick outed a customer with a CS problem. Totally unacceptable. Period. Sorry Rick, I've had respect for you for trying to help out here but that just crossed the line.
ReplyDeleteOh NH has to be FUMING. Beth taking more time to spend with her kids? Either NH was bullshitting us (wouldn't be a surprise) or Beth was bullshitting her.
ReplyDeleteWhy not just say "moving on to other endeavors"? I actually thought NH and Silaika were besties in real life before PTI started?
AND the sneak peek is hexagons, lolol.
I think Dawn is probably next to go. The company folds. GK hires Nichole.
ReplyDeleteDonna - I get it, and you should stick up for yourself on principle.
ReplyDeleteRick - I've always appreciated you here and shedding light on various issues but you 'outing' Donna, responding without even reading the original issue and your disgraceful use of language is appalling. You represent PTI and you should consider your words more carefully.
This is why so many people have an issue with how things are being handled. There is no respect for customers.
PTI - FIX THE CRAPPY WEBSITE AND YOUR ATTITUDE!
How funny PTI hides CS issues then one of their own outs a customer having a problem. They really need to hang it up. Another company just made a huge strategic move adding designers.
ReplyDeleteCHECKMATE
3:57, true, so true. Rick, you've provided helpful information many a times. But with the outing, you took a giant leap backwards. Hell, you fell off the cliff.
ReplyDeleteThe identity of the customer that had the refund issue/problem HAS ABSOLUTELY NO BEARING on the value of Zendesk or the level (or lack thereof) of PTI's customer service.
I'd love to copy and paste Rick's response here on the forum. I'm sure that would go down well.
ReplyDelete5:01, no one would see it because Rick himself would zap it, BUT SCS or the Pod? They would eat it up.
ReplyDelete22:01, that particular line from Becky jumped out at me as well. Total slam against NH and PTI.
ReplyDeleteAnd Beth? I thought she was going to take time to focus on her family?? Tsk tsk tsk. Wonder if Mish is going to design for GinaK? Or maybe she's going to start some Project Life sets for Becky Higgins?
Really, PTI, you need to consider a no compete clause and at least take people out of the market for a few months. But hey, they're brilliant business women so what do I know?
The rats continue to leave the sinking ship. Someone needs to step in because this company is seriously on the rocks. I agree with what others have said before, it needs to be someone or a company who understands fast, accurate shipping and good CS keep customers happy and coming back.
Becky's been off the market for a while-but Beth's just announced she was leaving Last month! I'm sure if they were besties ( which was just stated her I've never seen anything definitive to prove that) then maybe Nichole didn't think a cOntract was necessary?
ReplyDeleteI doubt that Dawn would leave unless she has the same deal somewhere else. PTI is not a hobby for her, it is her full time job.
ReplyDeleteRick's actions once again prove how ass backwards PTI works.
ReplyDeleteI just don't understand why they don't get it over there.
It's so aggravating to me because I really like PTI products, I am really hoping they get their act together but they all constantly drop the ball.
I feel like PTI could be a gold mine but the folks running it are either too lazy or inept to actually dig for the gold.
COME ON PTI!! In this economic state you should be GRATEFUL to be employed with an income. There are lots of folks out there that would bust their asses to be a part of a business.
Stop acting like spoiled brats and start being GRATEFUL for what you have rather than stomping around blaming others for your mess ups.
Dayum! Lisa Johnson's total diss of PTI yesterday in her blog post. Talking about getting reaquainted with "old friends" referencing her non-PTI inks. She talks about using Paper Smooches stamps, but aren't those flowers and leaves PTI? Kim's flowers are a lot more whimsical than that. No links to PTI. No mention of PTI. http://www.poppypaperie.com/poppy_paperie/2012/06/i-like-white.html
ReplyDelete