Fresh space and to facilitate better Google search from potential customers here are some keywords: Papertrey Ink forum down, papertrey ink deleting posts, papertrey ink reviews, papertrey ink customer service, paper trey ink forum ban.
Ohhh and papertrey ink sunrise impression plate problem. Papertrey ink refund policy. I hope that will bring us some hits from Google. Will be editing blog descriptions and hope we can funnel more potential customers here to warn them. I've personally given up on this company, this dead bird isn't going to rise out of the ashes with they way they still run things.
Edit: Will be adding ink comparisons in a separate page for quick reference, this will be updated if anyone posts comparison charts/links in the comments. Also just thought again of an Anon. poster who mentioned being pregnant again a few posts back. I hope you are doing well!
225 comments:
«Oldest ‹Older 201 – 225 of 225I agree. I wish that the forum was a place where people could ask these questions. Maybe the forum should ONLY be used for customer service and questions about product usage. Or maybe the simplest solution is to just get rid of the 5 or 6 people who always like throwing gasoline on the fire.
^^^In the 'good old days' when there was still trust and comeraderie, a lot of forum users would solve other people's problems for them. In some instances people WERE doing things wrong. One question on the forum fixed it. PTI's loyal fan base were the best CS they've ever had.
Things turned bad for PTI when a girl from Australia was given a really short shoulder from PTI. People watched in disbelief as PTI CS alienated both her and a huge portion of their loyal fan base over about $10. Trust disappeared.
With trust gone, when people started bringing up CS issues on the forum the attitude became more of a "don't let PTI pull one over on you" than a "yeah, that does look like a problem, why don't you talk to CS".
Actually it's a bit bigger than this. But I think that's a decent look at the bones of the forum problems.
Anyone else have a perspective?
Or maybe the solution is to just let the forum do it's thing and not try to do anything to make it better. But the last time that was attempted, the forum lost a lot of users that have never come back.
11:31, to clarify, the meltdown I referred to happened in full public view on the "ask papertrey" section of the forum.
It was after this that the entire section was removed.
I've always thought the forum should be moderated by the users, and not by PTI. Maybe that is the way to go...
Did you know that Zendesk has a "chat" feature? Considering opening that up one night a week for customer service issues...
You are making some very valid points and I appreciate your insight into the situation. Invaluable customer perspective that will make a difference.
11:47, there are other things I should be doing right now, instead I'm trying to help a company that has really offended me and made me MAD.
So I do appreciate that bit of encouragement. Thank you.
PTI doesn't deserve help from any of you... But it will make a huge difference...
A bit off topic, it may or may not be helpful, but when I read this PTI was the first company I thought of:
http://www.frontlinemarketingsystems.com/blog/small-business-marketing/are-product-launches-peddling-for-profits/
Two paragraphs that are particularly pertinent:
1)Now, I’m not saying joint ventures, sales contests, and manufactured scarcity are wrong. But if you keep using them, product launch after product launch, then chances are you will be be seen as nothing more than a salesman. A slick, smarmy, snake-oil peddler.
(Whether PTI's 'product scarcity'which went on for a long time was manufactured or not, it worked for them for a while, then it got people really riled.)
2)Aside from offering in-demand products and solid value, there’s positioning, brand recognition, business identity, good customer service, a loyal fan base, authority in your field, and strong relationships with your customers and prospects. Just to name a few.
(A few things are missing in the average PTI experience from paragraph 2!)
I have had hope for over a year now. Until my personal interaction with Julie, I still thought that there was a ray of hope. I strongly believe that nothing will change until Julie leaves customer service.
Sorry to the poster that is trying to help. You are just swimming upstream.
One last thought on PTI CS.
The right hand needs to know what the left hand is doing.
A lot of frustration was felt when Jenn E was in charge of CS and never really seemed to be able to fix anything. She always seemed to have to talk to Julie about it. Often the answer that came back didn't really answer the question and the merry-go-round would have another turn.
That said, people used to address Jenn E with CS issues on the forum. Often answering one person's question answered the question of 10 others. It was done in the spirit of general chit-chat, it was all about stamping and all about PTI and it was done in a general kind of way.
If someone were around on the forum with REAL CS service answers, I think it would go a long way.
P.S. Imagine sitting at a table chatting with friends. You're having a good chat, but you need to ask a question.
To ask the question you have to get up and go and sit with another group of people, you have no rapport with and whom you don't know, at table #2. When your question is asked you can go back and join your friends at table #1.
Now you can't even tell your friends at table #1 what you just said at table #2.
I don't think Zendesk will ever be table #1. And some people just don't want to get up and head over to table #2. Zendesk doesn't provide the same comfortable supportive atmosphere.
I think that customers that have the same issues should get the same answer. I agree that a well thought out form email is a good place to start. Don't let Julie write it. She is awful with words if she doesn't mean to convey a feeling of mistrust against customers because that's how she comes across!
I have nothing more to add. Good luck Rick. I am no longer interested because the damage has been done in my case. It's sad that I didn't order for almost a year and then I had a problem that easily could have been handled if Julie hadn't been involved.
I guess I no longer need to come here either. Good luck smackers!
13:45 - maybe I'm ornery (in fact let's just say I am) but form emails drive me BANANAS! If I think I've been responded to with a 'dear blank' letter, I really don't seem to even care what the letter says. :( Maybe it's just my problem.
^^unless the letter has been sent out PROACTIVELY - such as,
Dear blank our records show that you bought such and such and we would like you to know that a small number of these have been affected by a manufacting defect ....
It's when I contact CS and get a dear blank in reply that things don't go so swimmingly.
What if you didn't know it was a form letter? What if it said "Hello Sally".... and then went on to explain exactly how you return your product or whatever.
^^I guess what you don't know, doesn't hurt you. :)
It's when you KNOW! (GRRRR)
My reasoning is that every single customer with the same issue would get the same response.
NOW, it would be very important that cs actually reads the issue and not just send out a blanket email. That would be patronizing.
But for people having exactly the same problem, it might work.
They could have a set of standard letters written. Also, and I've said this before, they should have some very clear policies in place so that every customer gets treated the same way.
11:32, been thinking about that comment.
I believe that a PTI presence is essential on the forum. (There is no way on this earth I would make the following comment unless I were anonymous, deep breath, here goes)
but I do believe that it is important to a number of forum people to believe that PTI knows who they are. They're hanging out 'with' PTI, not just chit chatting on the forum.
Think about it. PTI has some VERY LOYAL customers who arrange their lives around the PTI calendar. They need to feel that on a personal level PTI appreciates them and cares about them. (Just look at the SAF threads - "I CAN'T BELIEVE DAWN KNOWS MY NAME!!!!" etc.
Some people really do need to believe that in PTI's world, they register somewhere.
A forum presence does that.
(Putting on dark sunglasses, retreating.)
On a personal level, if I feel that a forum presence is simply a mask for the purposes of moderation, I'd rather go somewhere else.
DON'T give me a babysitter!
14:41 has some very good points in it. Yes, everyone should be hearing the same thing!
I agree that the forum presence is important to some members. I don't have a problem with that. I will never feel welcome there and I am okay knowing that. I won't cause trouble but it will never be my home.
Now, back to my 2 cents.
In the case of the dies and coverplates, the sandwich for each type of machine along with very clear instructions on how to use them should be linked to every single page where the product is sold. A "how to use our products" section would also be helpful. Don't make people ask on the forum or go looking around the website for information that isn't there.
If you are going to void my warranty because I used a metal shim with my impression plate, tell me how to use it properly in an easy to find location.
I would like Michelle W to join another dt. I am not big on kit cards.
NOW, it would be very important that cs actually reads the issue and not just send out a blanket email. That would be patronizing.
******
The fact that this even needed to be said is a real symptom of a problem!
Not that it hasn't, at times, been obvious ...
15:02, yes. Or a printed sheet put in with those products, so when you're in your craft room (maybe you don't have a computer there/it isn't turned on) you still know what to do.
I agree that the forum presence is important to some members. I don't have a problem with that. I will never feel welcome there and I am okay knowing that. I won't cause trouble but it will never be my home.
***
Hmmmmm, those should be my lines.
But let's continue.
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