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 ;)
Postby calli » Thu Aug 23, 2012 1:56 am I'm having a huge problem with PapertreyInk at the moment. I know this will get deleted, but since Julie at Customer Services has not ignored my daily pleas/emails for the past week (!) - despite me getting a receipt/ticket .. this is my only option !
I now live in France so rather than pay for their posting rates to France (a huge $70 as they'll only send items recorded), I asked for it to be delivered to an address in Atlanta - an office where a friend of mine works one month every two. It was addressed to him and his secretary (in case he wasn't there).
The company he works for are saying it wasn't received and PapertreyInk have given me a USPS delivery number so as far as they're concerned, it was delivered.
They however say that USPS don't ask for a signature - which I understand - but refuse to give me any further help. USPS won't help me as it wasn't me who sent the parcel, yet Papertrey are not willing to investigate it on my behalf. I've asked for the name of the manager at the appropriate USPS depot / the name of the person who delivered it .. and what are the procedures for disputing that something was in fact delivered. But again, Papertrey won't now even respond to my emails. And there doesn't appear to be a telephone number on their site.
So at the moment I've paid $75 for items, received nothing and Papertrey are refusing to help !
On going onto Splitcoasters forum, I'm definitely not the only person to have received bad customer service from PTI - and it's always followed up by 'great products but terrible customer service' ! Shame.
calli
Re: Lack of Customer Service at PapertreyInk !
Postby calli » Thu Aug 23, 2012 2:05 am Ooops .. first line should read .. Julie at Customer services has ignored my pleas .. not 'has not' !!!
But it'll get deleted anyway, not for grammatical errors !!!
calli
Posts: 10 Joined: Wed Aug 22, 2012 3:16 am
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Re: Lack of Customer Service at PapertreyInk !
Postby NuttyLou » Thu Aug 23, 2012 3:36 am I've used the zendesk system once and I am not impressed. Both Julie & Joanne were polite in dealing with my Impression Plate issues even though between messages can sometimes take a long time. My problem is I have to send back a faulty item at my cost - and PTI will only reimburse me $4 for shipping. This will not cover my cost (international). If it's considered 'not faulty' I lose my money altogether and they won't pay to reimburse for the shipping.
I understand this is the PTI policy but I do not agree with it.
I have sent pictures and followed the procedure and now I have to be out-of-pocket too. I'll cut my losses but will seriously consider recommending PTI to others and I will never order another IP again :oops:
I have to pay top dollar to have my items shipped ($36+ on any order) and I should be able to get a refund on a faulty item. I've never dealt with any other company that has dealt with customers so poorly.
IMO nothing that PTI offers is so great that it's worth that much for international shipping or trying to mess around with shipping to a US address then have them ship to you.
If I were international, I'd try to hook up with a US shipping buddy. No way in hell I'd have it shipped to a business where a friend works "sometimes". How do you know you can trust this friend's secretary? How do you know you can trust the mail person in the office? I do feel for the chick that Julie is ignoring her requests; but, otherwise it is bizarre.
Those who order from WMS and live in North America:
How do currency conversion fees work if paying via paypal? And typically how much does it run? A percentage estimate is fine, not looking for specific amounts. Trying to figure out how much a WMS order will be. I'm sure it won't cost as much as PTI shipping across the pond. What a freaking racket that is.
Loving WMS' newest release. The lamps and scroll work are so beautiful; I'm intrigued by the opera dies and can't wait to see the full release. Great job, Clare and team!
Whoever posted that the Gina k designs team is not good doesn't know anything. Sure, they might not all be big names but that is what helps to make it good. They have different styles to appeal to more people. Some of those girls make good money designing so i guess that would put you in the minority of people. Gina is a wonderful person...not a mean bone in her body.
There is no specific currency conversion fee through PayPal, I just find that the conversion rate is not the best ( compared to what you'd get say at the bank) but its really not that different Free shipping at 50 pounds which today is about 78 dollars Canadian, and the last time I paid shipping I think it was about 7 pounds which today comes out to 11 dollars Canadian Ad I get her packages Ssssooooo quick....a week tI Canada from Ireland!!
Hey everybody, we just wanted to let you know the website changes coming your way.
Product search improvement - The product search will be drastically improved (you'll see!!), as well as, the landing pages everyone loved so much will be back! Wish List - YES, it's coming!!! We're not kidding this time! Your Account - You will notice more features when logging into your account. Customers will have the ability to change billing information, passwords, add/edit all address information, multiple wish lists, add/edit to wish lists, sign up for product updates and our newsletter. Product Stock Updates - When an item is out of stock, you can be notified when the item comes back in stock by subscribing to product updates in "My Account." For International Customers - Your International Shipping Discount will be automatically applied before checkout. How easy is that! Customizable Sort Feature - Different display options for easier viewing of products. Customers will be able to sort by name, price and release date. Gift Certificates - Customers will be able to choose their own Gift Certificate amount instead of having to select from a pre-defined value. (Thank goodness!!!)
This is just a preview of the improved features coming your way! More information to follow....
Thank you so very much for hanging in there with us while we make these improvements. We want your shopping experience to be easy and enjoyable!
Thank you to the person that posted the thread from the girl from France! Since I cannot access the forum, I can't see the post. Please keep us updated. :-)
The link worked for me this time (the first time it didn't, so I guessed you were linking the spiel). The screen "Admin"/Rick posted to that thread looked pretty cool.
10:08, that was cut and pasted from the SCS forum, not the PTI forum. You should not have any problem accessing SCS. Here is the link to the entire thread:
When shopping the WMS site, there is a link to check the current currency in your area. When paying, Paypal with automatically convert it and charge you the appropriate amount. The largest size stamps are typically $24 US dollars, medium size $14 and small around $6. Shipping always arrives to me in the northwest in less than 10 days.
Forgot to say that the free shipping will be applied when you spend around $75 US dollars. But I've also been below the shipping minimum and it cost around $6 for shipping. Not bad at all.
I am probably alone but the only reason that I care if the website improves is because I would like to browse. After my latest experience with Julie, the only shopping that I will be doing is on the for sale board (if I can ever access the forum again).
Thanks for those who gave WMS info. Wasn't sure what to expect as never ordered from Europe before.
In other news, the Fresh Inks I ordered on Sunday night arrived today. They were shipped on Tuesday, arrived across country today. Two thumbs up for service. Can't wait to try them out.
@10:58 you're welcome. To be honest, you wouldn't even notice the difference in time or shipping cost if you end up placing a WMS order. And the best part is that if there was ever an issue, Claire has a great reputation for resolving the problem the first time. No questions asked.
On the Buyer Beware - PTI thread on splitcoaststampers, there is this:
I'm beginning to wonder ("wonder," no grounds for libel) if they're closing all these threads and complaints down on legal advice. Sounds to me like all this getting rid of things in writing is beyond bad customer service. It sounds ("sounds") like concern about grounds customers may have for taking legal action.
I so want to post that the only way they are getting legal advice is if someone in the family is a lawyer. Or maybe watched an episode of Boston Legal once. Spend $$$ on a professional? I don't think so.
Um, for the lady in France problem. I honestly think she should ask her friend to investigate for her too. If USPS says it's delivered then maybe it's still in the office somewhere? If it's a big office. Very odd
10:28 -- That was very nice of you to download and post on photobucket the screenshots of the new PTI website for those who couldn't see it on the forum. Just wanted to acknowledge that.
Opened the Fresh Inks this afternoon. Oh em geee! The Provincial Grey is the most beautiful color. I can't wait to order more. Next order will be larger. And I agree about being the kind of pad that needs to be juicy. Will also order reinkers.
They still don't want me in the forum. Rick, this is a 15 minute fix. I know it is because I have been through this blacklist before. We accidentally got blacklisted. Either you have no idea what to do or you just don't care.
Eh, it's probably a little bit of both. PTI often show their arrogance in thinking they will always get new customers. So why should they worry about current customers?
8:01 I agree. They only want into the forum for more fodder for their smacking. They are upset that they can't pick apart every word of certain posters. I love it. I hope they never get back in. NuttyLou started that thread at SCS and she's locked out. I don't think it's a coincidence.
8:04 PTI offers their product...people buy it. There is no arm twisting and they don't have a gun to the buyers head making them buy. I see no arrogance in thinking they will get new customers. When you have great products that exceed other companies people are going to buy. Simple as that.
So, 8:08, if we are so, so very horrible? Why are you here? Trying to feel superior to the meeeeen smackers? That says some pretty sad things about you, you know?
And if you have shitty, bitchy customer service, you aren't going to keep all of those customers. And their history of snotty customer service is spreading. Bad business plan all the way around, excellent product or not.
I cannot believe that unicorns are here, on a smack blog, complaining that people here ONLY want to get in the PTI forum to pick at people. Give me a break - talk about a double standard.
And to the person who said: "When you have great products that exceed other companies people are going to buy," you are out of your mind. And you just insulted EVERY other stamp company. This is the idiocy of the PTI unicorns - "exceed other companies' " (and you forgot the apostrophe).
You all are as full of yourselves as the people at PTI, so no wonder you like them. If you can get into the PTI forum and you're a uni, then coming here makes NO sense to me.
I rarely post here but had to make an exception. WHY are people from 'there' coming here to defend PTI or - for any other reason?! Of all the bizarroness that is the PTI smack blog, this is the most bizarre of all.
"You've changed my smacking mind about PTI, unicorn," no one ever said. Ever.
8:33 Did you mean bizarreness? Don't think bizarroness is a word. Despite their hate for PTI smackers want into the forum so it's only fair that uni's visit the smack blog. Curiosity I guess. I always get a chuckle out of the crazy things smackers come up with. Thanks for the entertainment.
Smackers exist because they were once PTI customers and are unhappy with the company. That's why this blog exists. And since they were customers, it makes sense that they want to get into the PTI forum. Supposedly such a wonderful company uses that forum to provide information about the company. It's logical.
Why would a customer who is happy with the company want to visit here? I have no idea. Curiosity is one thing, but to post here bashing smackers ... makes no sense. But you know what it starts to look like?? A purely misguided attempt to defend the company. The defensiveness is kinda sad. You won't win over anyone this way. The ONLY thing that will do that is if PTI changes how they treat customers and run their business. It's a waste of your time, it's annoying and it's sad.
But why do I bother to try to explain to you - because if you can still defend PTI, then you are probably too dim to see any of this.
8:57 - I hear you. I'm not a rabid smacker, but I try to find absolutely any other company I can to buy from first rather than PTI. They're my last resort.
The much touted 'exceptional products that exceed other companies' is a mindset. It's not real - and the forum helps to keep that enigma alive. Once you start learning to appreciate what other people offer it's fairly easy to make a switch.
I think the biggest threat to PTI is those smackers who post reality on the forum. Forum censorship didn't start when people started smacking there, it started when people weren't allowed to speak honestly about whether a new product appealed to them. PTI will not tolerate any negativity at all. Even if its an honest opinion.
The happy forum is a lie.
Uni's, I'd suggest that if you're over here it's because the forum is so phoney you're looking for something more real.
Oh and there is this strange phenomenon where women defend the guy who has been abusing them. When you stand up for PTI, those dames come to mind.
8:57 Smackers have bashed Leigh and Ted in the past and that doesn't make sense to me either. They have never done anything to warrant the ugly comments I've read here. If I were to defend PTI, it is not because I am trying to win anyone over, just as you will never win me over to your side by saying PTI is a bad company.
9:53 I can think for myself and I don't need a forum to "keep the enigma alive." The problem started when the honest opinions became bashing. There is a difference.
12:26, I like those NJ girls, too - definitely a similar phenomenon.
"If I were to defend PTI, it is not because I am trying to win anyone over, just as you will never win me over to your side by saying PTI is a bad company." Just asking - really - why do you defend them?
And it kills me when people keep saying, "..but their products are so wonderful.." or 'exceptional' or whatever. Then why are people always contacting CS about defective products, having to return things, etc? Where's the Kool-Aid to see through new eyes that they are so all fired fabulous except for CS? I think CS is just ONE of their problems.
Leigh and Ted. Well it is hard to defend some people's words about them, but I also think that when you put yourself out there constantly and become a 'personality' or a caricature, and seem to enjoy to some extent the attention you get, then I kind of get it. I have seen a lot of people here comment on them but I don't think I'd always call it an attack, per se.
Just another example of lack of integrity if they are in fact locking people out and then lying that it is a blacklist. You cannot have it both ways. Either they are incompetent and can't fix the form or they are lying without integrity. Either one is a rotten way to treat their customers.
15:57 - so true and we know they're incompetent proved that over and over and we know that they lie and cover up so yeah could be anything....integrity is something so foreign to the pti mind it boggles mine
They have banned individuals before. I don't see why it would be at all hard to do it. The more I think about it, the more I think that 2 weeks of not seeing the forum is EXACTLY what this is about.
They did not want to ban anyone who was still buying from them. Once a person doesn't buy, PTI would have nothing to lose by banning them, would they? Or so they think. Read about it blogs all the time.
Someone earlier posted "smackers exist because they were once PTI customers and are unhappy with the company." I think some company owners and a few of their dt's are smacking too? Well, almost everyone's anonymous including myself. :) Some comments are just pure hatred for PTI and I can't help but wonder. Trying to steer customers to specific companies. KWIM?
I understand why unis come here to defend PTI. People reading this blog aren't all just smackers and unis. There are newbies or people in the middle too, who might be interested in hearing both sides. So unis posting makes sense to me. Yes, I know this is a SMACK blog.
Sorry, 18:36, but I completely disagree. PTI doesn't need defenders. If the newbies, people in the middle, and other potential customers have a brain and bother to read more than one or two comments, they will come to their own conclusions that plenty of people have had customer services issues with PTI.
^^ Oh, forgot to add. The smack blog home page clearly indicates that this blog (to paraphras) exists to document customer service issues. If someone has a positive experience to report, share away on the forum. By coming here, the Unis look desperate . . . and sad. It's like the straight person who hates homosexuals but loves to go to the local homosexual bar/hangout to harass them. GO AWAY.
18:36, you must be one of those idiots that thinks all the posts about positive experiences with other companies (e.g. AveryElle, Wplus9, MFT, etc.) are coming from the same person. No one is trying to "steer" the smack blog readers to other companies.
18:47 If this blog exists to document customer service issues then explain the personal attacks on Nicole, Jane, Julie, the DT and forum posters?? It's the smackers who are desperate to spread the hate and convince people not to shop PTI.
18:52 I know it's not only one person posting about other companies. I think other dt's and company owners post now and then, that's what I was trying to say. If you think no one is trying to steer people into buying from other companies, then I am sorry to say, you're the idiot.
Banning individuals is one thing - a page comes up and a person can't log on using their name and password. But this time, I'm unable to load the forum log on page at all.
The forum stinks, the store is chaos, the dts are puppets, the owners are dishonest, the shipping is a joke, and the gallery has never worked.
Besides the products there is little and now we are even getting defective products. Impression plates. Oh wait, 3 different lines of inks that don't work.
19:23 I said I *think* and I believe it is possible because of the anonymous option. Do you have proof they do not post here?
Someone posted Gina reads here (and before you start, I didn't pinpoint Gina as posting) so it's more likely some other owners and some of their DT read here. If they read here, then what's stopping some of them from posting anonymously? Seriuosly think about it. What owner wouldn't want former PTI customers shopping at their door? What's a little flame here and there? That came to my mind as some of the posts were personal attacks already. Yes, you dismissed it but can you honestly say it doesn't affect how some customers think?
No, no picking a fight. Just trying to stand by what I posted earlier about the earlier poster saying smackers exist because they were once PTI customers. I don't think all smackers are former PTI customers. Whew. Sorry for the epic.
"It's the smackers who are desperate to spread the hate and convince people not to shop PTI."
This is pure ignorance. There are a few smackers who will spew every insult and derogatory comment possible against PTI and their people -- they are few and far between and most of the other smackers just ignore it. The majority of smackers realize everyone makes their own decision but also think it's fair that potential customers are aware of issues with the company before they decide to shop there or not. Using words like "hate" speaks more to your perspective than most of the people here.
19:52, the fact that you feel the need to "balance" PTI's negative PR is sad. I agree with the other poster. If you are so concerned with what "newbies" will read, go start your own PTI review blog.
I've been banned and that's ok. In fact, I think it's a blessing in disguise for me. One less customer for PTI to worry about (plus, other potential customers that I bring with me). I look forward to buying more from other companies.
If someone could do me a favor please.....since I am locked out completely, I have no way of contacting a lady I am splitting an order with. There is a thread titled 'Long Shot' about splitting the Foodie set. If someone doesn't mind posting a message there to let her know I can't reply any longer that would be much appreciated.
I'm thinking maybe Ami as you are 'out of the smacking closet?'
And I have no problem with smackers or unicorns. Everyone should choose what is right for them and what they should stand up for. I have never had a bad word to say about anyone on the forum, I have had pleasant experiences, PM's, shipping buddies and swaps/trades.
The only problem I have is with PTI's terrible CS and my own experiences.
It is a good thing that the forum regulars post here in defense of PTI. It would be unfortunate if a vegetarian or vegan newbie decided not to order from PTI because they read on the smack blog that an owner had breakfast meat appendages.
(For the record, notwithstanding unsavory dispositions of customer service personnel which may produce comparisons to female dogs, I do not condone personal attacks. Also, I have never previously mentioned or referred to Nichole's fingers in any way.)
Lou, I'm sorry you're kicked out. I agree that it's probably better for you in the long run. It will probably take a while to get over feeling like you've been kicked without an apology, but I hope you'll find that the grass still grows on the other side of the fence and it can look pretty green too!
PTI has absolutely no idea what it's like for international customers. You'd think they'd try to make it easier, but they almost seem to breathe a sigh of relief if they can get rid of you.
Claire was informed by her stamp manufacturer that some of the sets were on their way to her, others would be delayed by a few days. She posted this earlier this week.
Release was yesterday.
Today she received an email from the manufacturer saying all stamps would be delayed 3 weeks.
She issued a huge apology on her blog, customers who placed an order received an email detailing the situation and all orders were canceled. If you placed an order for this release, you were given a personal discount code for 20% off your next order.
Claire is a class act! This was beyond her control and yet her concern was making sure her customers were well informed abd cared for.
Interesting that so many smackers have been banned. Rick said 2 weeks ago that it was a blacklist. Riiiight--if that were it it could have been fixed in a day. They are trying to save their company with a big old cover up and are terrified we might spill their beans. After the October release, PTI will go poof.
PTi has demonstrated such an awful underhand approach to their customers and do not seem to have an ounce of integrity. I am therefore somewhat surprised to find that customers who know this and complain about it, still seem to order. And, is there another 'inkgate' on the horizon???
So you all think this blog is run by, started by, monitored by PTI? Because I don't see how else being a smacker could affect if you can or can't get into the forum. I've been able to get in (though only tried a couple of times) since the conversation started about it here - until today. I also haven't posted here in weeks? months? until yesterday.
I doubt this blog is associated with PTI, so I think it is more of a tech issue. And they probably don't care - they probably feel the forum is more hassle than it's worth these days. It sure doesn't seem to generate any more excitement for releases. I think it's just another thing they don't bother taking care of.
Defective impression plates and ink are also beyond the control of PTI. That responsibily falls on the manufacturer. Like Claire said "no one sets out to to have production woes." The manufacturer, PTI and the customer all suffer as a result. Kudos to how Claire is handling the problem.
The handling of said impression plates was what set people off!! Not the fact thy were defective in the first ole but Julie's first class bitchy attitude about it!!! Are you even reading before you get your back up??!!??!!
I do wonder tho about the troubles PTI have with their inks. Cannot think of any other company who releases inks, only to have so much trouble with them soon after.
Customers notified the instant there is a problem. Customers are apologized to and never blamed. Refunds given. Replacements without question. Defective items mailed before the consumers even know there was a defective item. 20% discount on future order. Profuse apology. All dealing with public are pro-consumer. International shipping FAST and cheap.
Problems beyond the control of PTI:
There is no problem. If there is a problem it is because the customer is stupid or dishonest. Well, maybe there is a problem and yo pay the shipping back and if we agree we might do something about it. Lying, lying, lying. Shut up and ban anyone who brings attention to any real problem. Quibbling over a dime here and there. Dealings with public are anti-consumer. Rude responses publicly and frequently. International shipping for rich people only and then on the slow boat to China. US shipping, slow, very slow.
For sure Claire doesn't have the volume PTI does Is that what allows them to be rude?? The fact they have a lot of customers??? It's about the grace and aplomb she uses to deal with the issue. It's clearly a manufacturing issue and not hers. AND YET she offers customers a 20% discount on their next order Even when the problem is PTI's ( orders hiding behind a pallet!!) al the customers get is an apology And a crappy one at that
The customers did not get any kind of apology for the lost orders until they were publicly called out on the forum. They would not have done it on their own.
Same thing with the Kraft binder A bunch of people were waiting for orders Emailed CS and told "within shipping timeframe" Meanwhile other orders where going out So we started comparing orders on the forum Found out the common denominator was the Kraft binder After that thread was like 6 pages long Nichole comes out and says yes there is a hold up with the binders but your orders will go out Friday No option to cancel-some people wanted to, no here's a little something as way of apology or discount on your next order, no well send out your order and ship the binders later Nothing
The latest from Rick- We have managed to get a few ISP's off the list. But there are over 14 different MAJOR ISP's, and each one requires a separate investigation. It will take some time for them all to respond. Sorry you are still experiencing trouble..we are doing everything we can on our end to get this resolved.
I love using the dvd cases for my PTI stamps but how come PTI can't space out their stamps more on the sticker so when I put the stamps on the DVD case they aren't touching. It's so annoying!
I don't believe that the issue of lack of forum access is due to banning, unless an individual is actually seeing a "you have been banned" message. I believe that it really is a blacklist issue, and that PTI is just really slow or incompetent in handling it. Why do I believe this? Because I'm a known smacker and have not lost forum access at all during this entire time that people have been complaining about it.
@11:24 I agree. The DVD cases are a nice concept, but I don't think PTI is designing the layout correctly. I still don't like that the stamps are on both sides of the case and are too close together. And with that cardstock insert, it just gets in the way and makes the case hard to close. I know I could just toss it, but I like the reference sheet. Not sure why they can't design the dvd index sheet the way Clear and Simple Stamps did. They designed the index label so all the stamps fit on one side of the case and allow enough room to keep your dies on the front side of the case in an envelope. Everything fits! But with PTI, I still have to keep the dies separate and I still struggle with finding a good storage system for the dies.
The whole thing is so aggravating. Especially when PTI doesn't include the DVD case when you buy a stamp. They don't keep them in stock either so you have to go to another company to buy a case and pay separate shipping. 100% lame!
Oh and we are still paying full price for a stamp set but get less product without a case. The whole thing is a big headache. Ok. Rant over! Sorry about that.
I have found the perfect solution for the PTI DVD storage issue.
stop buying the stamps.
problem solved. please please please do not continue to buy from this company AND come here and complain.
buy and love and use the products but do NOT come here and complain. i have zero respect for any customer that knows ahead of time the issues, buys and then complains. you took the chance, you lost, suck it up until the next release and repeat.
9:14...I expect huge volume increases after the way that Claire has handled things. I'd venture a guess that while PTI does more volume, it's significantly less than seen 1-2 years ago.
Along the same line of "don't complain on the blog if you are still buying", I get annoyed when I see well known bloggers, who design for other companies, joining in the PTI blog hop. I am especially annoyed if they use new products.
There are a few that come to mind. If they are "names" and they use PTI, IMO they are supporting the company.
just to be clear, it is none of my business if anyone buys from PTI. including well known bloggers. just DO NOT come here or elsewhere on the net and whine when your number is up and you get screwed.
i think it is not right to criticize someone for being a customer. this isn't a human rights issue.
That's why I said "I" get annoyed. In MY opinion it is supporting the company if you are a well known blogger and you use Papertrey stamps on your blog.
I would also suggest that ANY customer that is aware of the awful customer service practices not come here to complain. However, if you are ignorant to all that is PTI and discover this blog by googling "The worst customer service in the world", complain away.
I hope that a few of the well known bloggers get screwed and then complain to anyone that will listen. Apparently that's what it takes for some people to stop buying.
13:36 - absolutely nothing happened in the thread. Welcome to the new forum, you aren't missing anything.
Two ink threads have been locked, there was no real complaining in either, one person started the thread asking if there was something else she could use to match sweet blush until a PTI restock, a couple of people tried to help her and got handslapped for mentioning other prodcts on the PTI forum, the melon berry problem got referred to CS.
You simply aren't allowed to talk about anything except PTI sunshine on the forum any more. Even if you're trying to help someone who has run into a real problem.
2 possible reasons why some of the 'bigger names' may play the PTI hop - one that it promotes them and their blog (the PTI hop is one of the busier ones, lots of traffic. -they may still dream of the PTI DT.
If it's the second one I can't respect their motivation at all. If its the first - can you really blame them for using something so convenient to get themselves out there? But who plays for why is impossible to know.
Not "famous" but well enough known. At least one is on the Waltzingmousd team and another on Verve. I am not going to name names but they do have quite a following.
Not "famous" but well enough known. At least one is on the Waltzingmouse team and another on Verve. I am not going to name names but they do have quite a following.
25 August 2012 17:11
^^^ Maureen Plut on on the Verve team and regularly posts PTI. Chupa is on WMS blog team and occasionally posts PTI.
It's no big secret and you aren't outing anyone. Anyone can go to their blogs on the PTI blog hop day and see them playing along.
Interesting comment on Claire's post about the cancellation of her release: http://waltzingmouse.blogspot.co.uk/2012/08/breaking-news.html
Gina K. said...
Claire, you are a wonderful business woman and your honesty and integrity is second to none. I am sure everyone understands that this is totally out of your hands. Customers are so awesome and understanding when businesses are honest and act with integrity. I am sure they will patiently wait for you top notch products to arrive. Hugs, Gina K.
Not only is Claire handling her manu issue with professionalism and class, she posted the information on the FRONT page of the store. The announcement was not hidden in an innocous post on the forum, but on the STOREFRONT where EVERYONE who orders can SEE it.
I don't think AMuse has discount codes. But they do have monthly specials like certain stamp sets or ribbons on sale. It changes every month. It's called the A/S Spotlight.
Just wanted to add my 2 cents to the Waltzingmouse new release issue: I have been following her blog and drooling over a few sets for awhile. Decided to place my first order this release. My order also contained a few other sets not in the release. When I read my email the next morning and Claire's apology, and inclusion of a discount code to use in the future - I knew this was a company that valued its customers. I am very impressed at how this was handled. It would have been so easy to just cancel the portion of my order that contained the new release items and send me the balance - giving me the option of how to proceed, and the ability to save some money in the process is just total awesomesauce!
1st posting here-as a business person, I am astounded with how poorly PTI has handled their CS snafu's...time and time again. To not learn from their mistakes, to chastise and name call their customers, to not handle situations above board but rather sneakily, everything I experienced personally and read about is just gasp worthy. For those who say it hasn't happened to me so I don't care, what an attitude. Thank goodness the majority of the world cares about others and realizes what goes around comes around and it will eventually happen to you too. Such a shame to watch a good company flame out. I will spend my money supporting companies who do care about their customers. Thanks for offering up the alternatives.
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194 comments:
first
first
Hit it twice and now I am second.
3rd...or 4th
For the screenshots, it's under the "Have you seen.." thread. There's a wish list feature too.
Anonymous said...
I need some stamping inspiration. Where should I check? Any good blogs?
22 August 2012 19:18
*******************
Last question on the last post..... so are you CAS or a bit more busy?
To 22 August 2012 19:18
If you like a "clean" look, I like this artist
http://scrapawayg3.blogspot.ca/
Guess you can tell I'm from Canada because I think blogspot comes up as .com in the U.S.?
Both. Helpful huh? :)
The Change-o-Fart blog has some great stuff:
http://ourchangeofart.blogspot.com/
Laura Bassen - www.laurafadora.wordpress.com
Lack of Customer Service at PapertreyInk !
Postby calli » Thu Aug 23, 2012 1:56 am
I'm having a huge problem with PapertreyInk at the moment. I know this will get deleted, but since Julie at Customer Services has not ignored my daily pleas/emails for the past week (!) - despite me getting a receipt/ticket .. this is my only option !
I now live in France so rather than pay for their posting rates to France (a huge $70 as they'll only send items recorded), I asked for it to be delivered to an address in Atlanta - an office where a friend of mine works one month every two. It was addressed to him and his secretary (in case he wasn't there).
The company he works for are saying it wasn't received and PapertreyInk have given me a USPS delivery number so as far as they're concerned, it was delivered.
They however say that USPS don't ask for a signature - which I understand - but refuse to give me any further help. USPS won't help me as it wasn't me who sent the parcel, yet Papertrey are not willing to investigate it on my behalf. I've asked for the name of the manager at the appropriate USPS depot / the name of the person who delivered it .. and what are the procedures for disputing that something was in fact delivered. But again, Papertrey won't now even respond to my emails. And there doesn't appear to be a telephone number on their site.
So at the moment I've paid $75 for items, received nothing and Papertrey are refusing to help !
On going onto Splitcoasters forum, I'm definitely not the only person to have received bad customer service from PTI - and it's always followed up by 'great products but terrible customer service' ! Shame.
calli
Re: Lack of Customer Service at PapertreyInk !
Postby calli » Thu Aug 23, 2012 2:05 am
Ooops .. first line should read .. Julie at Customer services has ignored my pleas .. not 'has not' !!!
But it'll get deleted anyway, not for grammatical errors !!!
calli
Posts: 10
Joined: Wed Aug 22, 2012 3:16 am
Top
Re: Lack of Customer Service at PapertreyInk !
Postby NuttyLou » Thu Aug 23, 2012 3:36 am
I've used the zendesk system once and I am not impressed.
Both Julie & Joanne were polite in dealing with my Impression Plate issues even though between messages can sometimes take a long time. My problem is I have to send back a faulty item at my cost - and PTI will only reimburse me $4 for shipping. This will not cover my cost (international). If it's considered 'not faulty' I lose my money altogether and they won't pay to reimburse for the shipping.
I understand this is the PTI policy but I do not agree with it.
I have sent pictures and followed the procedure and now I have to be out-of-pocket too.
I'll cut my losses but will seriously consider recommending PTI to others and I will never order another IP again :oops:
I have to pay top dollar to have my items shipped ($36+ on any order) and I should be able to get a refund on a faulty item. I've never dealt with any other company that has dealt with customers so poorly.
and i am locked out of the forum again
You poor thing.
IMO nothing that PTI offers is so great that it's worth that much for international shipping or trying to mess around with shipping to a US address then have them ship to you.
Especially shipping to a US address where your friend "sometimes" works. Where is the friend in all of this?
If I were international, I'd try to hook up with a US shipping buddy. No way in hell I'd have it shipped to a business where a friend works "sometimes". How do you know you can trust this friend's secretary? How do you know you can trust the mail person in the office? I do feel for the chick that Julie is ignoring her requests; but, otherwise it is bizarre.
https://pinterest.com/pin/8514686765977449/
https://pinterest.com/pin/8514686765977656/
Those who order from WMS and live in North America:
How do currency conversion fees work if paying via paypal? And typically how much does it run? A percentage estimate is fine, not looking for specific amounts. Trying to figure out how much a WMS order will be. I'm sure it won't cost as much as PTI shipping across the pond. What a freaking racket that is.
http://forum.papertreyink.com/forum/viewtopic.php?f=7&t=37610&p=415946#p415946
screen shot for those who can get onto the forum
Can you cut and paste for those of us who cannot see the forum?
Loving WMS' newest release. The lamps and scroll work are so beautiful; I'm intrigued by the opera dies and can't wait to see the full release. Great job, Clare and team!
I cannot copy and paste images into this blog. It won't work .
Whoever posted that the Gina k designs team is not good doesn't know anything. Sure, they might not all be big names but that is what helps to make it good. They have different styles to appeal to more people.
Some of those girls make good money designing so i guess that would put you in the minority of people. Gina is a wonderful person...not a mean bone in her body.
There is no specific currency conversion fee through PayPal, I just find that the conversion rate is not the best ( compared to what you'd get say at the bank) but its really not that different
Free shipping at 50 pounds which today is about 78 dollars Canadian, and the last time I paid shipping I think it was about 7 pounds which today comes out to 11 dollars Canadian
Ad I get her packages Ssssooooo quick....a week tI Canada from Ireland!!
Here is what she was trying to screen shot:
Hey everybody, we just wanted to let you know the website changes coming your way.
Product search improvement - The product search will be drastically improved (you'll see!!), as well as, the landing pages everyone loved so much will be back!
Wish List - YES, it's coming!!! We're not kidding this time!
Your Account - You will notice more features when logging into your account. Customers will have the ability to change billing information, passwords, add/edit all address information, multiple wish lists, add/edit to wish lists, sign up for product updates and our newsletter.
Product Stock Updates - When an item is out of stock, you can be notified when the item comes back in stock by subscribing to product updates in "My Account."
For International Customers - Your International Shipping Discount will be automatically applied before checkout. How easy is that!
Customizable Sort Feature - Different display options for easier viewing of products. Customers will be able to sort by name, price and release date.
Gift Certificates - Customers will be able to choose their own Gift Certificate amount instead of having to select from a pre-defined value. (Thank goodness!!!)
This is just a preview of the improved features coming your way! More information to follow....
Thank you so very much for hanging in there with us while we make these improvements. We want your shopping experience to be easy and enjoyable!
Have a fantastic day!!!
Customer Service
^^^ I should have mentioned that was copied and pasted from papertrey.zendesk on August 4th from "CS Manager"
10:03 that's not what i was trying to screen shot. There were actual images of the new website not a spiel about the website.
Thank you to the person that posted the thread from the girl from France! Since I cannot access the forum, I can't see the post. Please keep us updated. :-)
Sorry 10:07, my bad.
The link worked for me this time (the first time it didn't, so I guessed you were linking the spiel). The screen "Admin"/Rick posted to that thread looked pretty cool.
10:08, that was cut and pasted from the SCS forum, not the PTI forum. You should not have any problem accessing SCS. Here is the link to the entire thread:
http://www.splitcoaststampers.com/forums/general-stamping-talk-f17/papertreyink-nightmare-t559662.html
When shopping the WMS site, there is a link to check the current currency in your area. When paying, Paypal with automatically convert it and charge you the appropriate amount. The largest size stamps are typically $24 US dollars, medium size $14 and small around $6. Shipping always arrives to me in the northwest in less than 10 days.
Forgot to say that the free shipping will be applied when you spend around $75 US dollars. But I've also been below the shipping minimum and it cost around $6 for shipping. Not bad at all.
http://photobucket.com/papertrey
I am probably alone but the only reason that I care if the website improves is because I would like to browse. After my latest experience with Julie, the only shopping that I will be doing is on the for sale board (if I can ever access the forum again).
Thanks for those who gave WMS info. Wasn't sure what to expect as never ordered from Europe before.
In other news, the Fresh Inks I ordered on Sunday night arrived today. They were shipped on Tuesday, arrived across country today. Two thumbs up for service. Can't wait to try them out.
@10:58 you're welcome. To be honest, you wouldn't even notice the difference in time or shipping cost if you end up placing a WMS order. And the best part is that if there was ever an issue, Claire has a great reputation for resolving the problem the first time. No questions asked.
I am LOVING WMS' new vintage garden set.
Those stamps shall be mine.
I love spending money with Claire, too. I've gotten all my orders (Ireland to California) in less than a week and Clair is just a dear.
Buying from them is win-win, IMO.
I agree! Claire is a super business woman!!! You can't go wrong buying from WMS!!!
Another thumbs up for Claire! I've had nothing but the most amazing, kind, speedy service from her.
On the Buyer Beware - PTI thread on splitcoaststampers, there is this:
I'm beginning to wonder ("wonder," no grounds for libel) if they're closing all these threads and complaints down on legal advice. Sounds to me like all this getting rid of things in writing is beyond bad customer service. It sounds ("sounds") like concern about grounds customers may have for taking legal action.
I so want to post that the only way they are getting legal advice is if someone in the family is a lawyer. Or maybe watched an episode of Boston Legal once. Spend $$$ on a professional? I don't think so.
Can you copy and paste the whole forum at various times of the day for here? It would be quite lovely with my cuppa
Now, I know you were being tongue-in-cheek... but that makes ME want to call you, "pti obsessed, eh?"
Oh, those Fresh Inks do NOT disappoint.
Ordering from WMS tomorrow too.
Just made a haul at the 55% off at Happy Scrappy!
Um, for the lady in France problem. I honestly think she should ask her friend to investigate for her too. If USPS says it's delivered then maybe it's still in the office somewhere? If it's a big office. Very odd
As 6:19 said, where's the friend?
17:01 Is there a code to get the discount? If so, could you post it? TIA
10:28 -- That was very nice of you to download and post on photobucket the screenshots of the new PTI website for those who couldn't see it on the forum. Just wanted to acknowledge that.
Opened the Fresh Inks this afternoon. Oh em geee! The Provincial Grey is the most beautiful color. I can't wait to order more. Next order will be larger. And I agree about being the kind of pad that needs to be juicy. Will also order reinkers.
How often do WPlus9 have releases?
The Fresh Ink in Merlot is to die for!
20:16, I believe Wplus9 has a new release every other month. So their next one would be October.
Free shipping over 50.00 on scrapbook.com today.
Has anyone tried this brand of images?
http://janeb-myblog.blogspot.com/2012/08/janes-doodles-stamp-release-blog-hop.html
They still don't want me in the forum. Rick, this is a 15 minute fix. I know it is because I have been through this blacklist before. We accidentally got blacklisted. Either you have no idea what to do or you just don't care.
If you hate PTI so much what is the importance of you accessing the forum. To sell PTI stuff is a lame excuse. You can use Ebay, Craigs List, Etsy
You just dont have anything to smack about and it pisses you off
Eh, it's probably a little bit of both. PTI often show their arrogance in thinking they will always get new customers. So why should they worry about current customers?
Well, I can still access the forum and it's still mostly lame-ass DT posts.
8:01 I agree. They only want into the forum for more fodder for their smacking. They are upset that they can't pick apart every word of certain posters. I love it. I hope they never get back in. NuttyLou started that thread at SCS and she's locked out. I don't think it's a coincidence.
8:04 PTI offers their product...people buy it. There is no arm twisting and they don't have a gun to the buyers head making them buy. I see no arrogance in thinking they will get new customers. When you have great products that exceed other companies people are going to buy. Simple as that.
So, 8:08, if we are so, so very horrible? Why are you here? Trying to feel superior to the meeeeen smackers? That says some pretty sad things about you, you know?
And if you have shitty, bitchy customer service, you aren't going to keep all of those customers. And their history of snotty customer service is spreading. Bad business plan all the way around, excellent product or not.
Oh brother. This is getting ridiculous.
I cannot believe that unicorns are here, on a smack blog, complaining that people here ONLY want to get in the PTI forum to pick at people. Give me a break - talk about a double standard.
And to the person who said: "When you have great products that exceed other companies people are going to buy," you are out of your mind. And you just insulted EVERY other stamp company. This is the idiocy of the PTI unicorns - "exceed other companies' " (and you forgot the apostrophe).
You all are as full of yourselves as the people at PTI, so no wonder you like them. If you can get into the PTI forum and you're a uni, then coming here makes NO sense to me.
I rarely post here but had to make an exception. WHY are people from 'there' coming here to defend PTI or - for any other reason?! Of all the bizarroness that is the PTI smack blog, this is the most bizarre of all.
"You've changed my smacking mind about PTI, unicorn," no one ever said. Ever.
8:13 because I can.
Yes, 8:34 you can. Still says some pretty sad things about you.
8:33 Did you mean bizarreness? Don't think bizarroness is a word.
Despite their hate for PTI smackers want into the forum so it's only fair that uni's visit the smack blog. Curiosity I guess. I always get a chuckle out of the crazy things smackers come up with. Thanks for the entertainment.
8:41 I can say the same about you.
Smack away. I can take it.
Yeah. I made up bizarroness. Because, you know, it's bizarro. And because I'm creative that way.
8:46, your logic is faulty.
Smackers exist because they were once PTI customers and are unhappy with the company. That's why this blog exists. And since they were customers, it makes sense that they want to get into the PTI forum. Supposedly such a wonderful company uses that forum to provide information about the company. It's logical.
Why would a customer who is happy with the company want to visit here? I have no idea. Curiosity is one thing, but to post here bashing smackers ... makes no sense. But you know what it starts to look like?? A purely misguided attempt to defend the company. The defensiveness is kinda sad. You won't win over anyone this way. The ONLY thing that will do that is if PTI changes how they treat customers and run their business. It's a waste of your time, it's annoying and it's sad.
But why do I bother to try to explain to you - because if you can still defend PTI, then you are probably too dim to see any of this.
8:57 - I hear you. I'm not a rabid smacker, but I try to find absolutely any other company I can to buy from first rather than PTI. They're my last resort.
The much touted 'exceptional products that exceed other companies' is a mindset. It's not real - and the forum helps to keep that enigma alive. Once you start learning to appreciate what other people offer it's fairly easy to make a switch.
I think the biggest threat to PTI is those smackers who post reality on the forum. Forum censorship didn't start when people started smacking there, it started when people weren't allowed to speak honestly about whether a new product appealed to them. PTI will not tolerate any negativity at all. Even if its an honest opinion.
The happy forum is a lie.
Uni's, I'd suggest that if you're over here it's because the forum is so phoney you're looking for something more real.
Oh and there is this strange phenomenon where women defend the guy who has been abusing them. When you stand up for PTI, those dames come to mind.
^^^I thought it was Stockholm Syndrome, personally ... :)
22:09, Thank you. I enjoyed their last release, but they're new to me.
can you buy fresh ink anywhere else besides the impress website? they are out of stock of a few ink pads that i want
only impress sells fresh ink, but you can get same ink with different colors and a higher price point from a demo for A Muse Studio.
I only come here for entertainment purposes. it's like watching Housewives of New Jersey.
oh and Gina K is reading here. she went off on a rant about anonymous folks posting mean things. Ok to do it to PTI, but not to Gina.
got to love the amusement
8:57 Smackers have bashed Leigh and Ted in the past and that doesn't make sense to me either. They have never done anything to warrant the ugly comments I've read here.
If I were to defend PTI, it is not because I am trying to win anyone over, just as you will never win me over to your side by saying PTI is a bad company.
9:53 I can think for myself and I don't need a forum to "keep the enigma alive."
The problem started when the honest opinions became bashing. There is a difference.
The PTI forum is a member forum. You need a password to access it. So PTI calls the shots.
I dont agree with the customer service tactics so I dont shop there.
I come hear to find alternatives to PTI's idea and products. Thank you for sharing those.
haha, "Stockholm Syndrome!" that's a good one!
12:26, I like those NJ girls, too - definitely a similar phenomenon.
"If I were to defend PTI, it is not because I am trying to win anyone over, just as you will never win me over to your side by saying PTI is a bad company." Just asking - really - why do you defend them?
And it kills me when people keep saying, "..but their products are so wonderful.." or 'exceptional' or whatever. Then why are people always contacting CS about defective products, having to return things, etc? Where's the Kool-Aid to see through new eyes that they are so all fired fabulous except for CS? I think CS is just ONE of their problems.
Leigh and Ted. Well it is hard to defend some people's words about them, but I also think that when you put yourself out there constantly and become a 'personality' or a caricature, and seem to enjoy to some extent the attention you get, then I kind of get it. I have seen a lot of people here comment on them but I don't think I'd always call it an attack, per se.
13:14, I don't think any smackers are ever here to try to win over unis. It's weird that any unis even come here.
Just another example of lack of integrity if they are in fact locking people out and then lying that it is a blacklist. You cannot have it both ways. Either they are incompetent and can't fix the form or they are lying without integrity. Either one is a rotten way to treat their customers.
The unicorns come here so they have someone to pick at since we are not on the forum. And of course raped women don't get pregnant either.
Gina has never, ever bashed PTI, so you do not know what you are talking about.
15:57 - so true and we know they're incompetent proved that over and over and we know that they lie and cover up so yeah could be anything....integrity is something so foreign to the pti mind it boggles mine
15:59 Pay-backs a bitch isn't it?
14:26 How can I say anything bad about them when I've never had a problem.
Does anyone think PTI's computer gurus are smart enough to ban just smackers off the forum?
They have banned individuals before. I don't see why it would be at all hard to do it. The more I think about it, the more I think that 2 weeks of not seeing the forum is EXACTLY what this is about.
^^^ They have every right to do it. I'm surprized they didn't ban certain posters a long time ago.
They did not want to ban anyone who was still buying from them. Once a person doesn't buy, PTI would have nothing to lose by banning them, would they? Or so they think. Read about it blogs all the time.
Someone earlier posted "smackers exist because they were once PTI customers and are unhappy with the company."
I think some company owners and a few of their dt's are smacking too? Well, almost everyone's anonymous including myself. :) Some comments are just pure hatred for PTI and I can't help but wonder. Trying to steer customers to specific companies. KWIM?
I understand why unis come here to defend PTI. People reading this blog aren't all just smackers and unis. There are newbies or people in the middle too, who might be interested in hearing both sides. So unis posting makes sense to me. Yes, I know this is a SMACK blog.
Sorry, 18:36, but I completely disagree. PTI doesn't need defenders. If the newbies, people in the middle, and other potential customers have a brain and bother to read more than one or two comments, they will come to their own conclusions that plenty of people have had customer services issues with PTI.
^^ Oh, forgot to add. The smack blog home page clearly indicates that this blog (to paraphras) exists to document customer service issues. If someone has a positive experience to report, share away on the forum. By coming here, the Unis look desperate . . . and sad. It's like the straight person who hates homosexuals but loves to go to the local homosexual bar/hangout to harass them. GO AWAY.
18:36, you must be one of those idiots that thinks all the posts about positive experiences with other companies (e.g. AveryElle, Wplus9, MFT, etc.) are coming from the same person. No one is trying to "steer" the smack blog readers to other companies.
^^^^ Just because others may have had a problem wouldn't stop me from shopping with them. I am not a follower. I decide for myself.
18:55, no one is trying to "stop" you from shopping with PTI.
18:47 If this blog exists to document customer service issues then explain the personal attacks on Nicole, Jane, Julie, the DT and forum posters??
It's the smackers who are desperate to spread the hate and convince people not to shop PTI.
18:52 I know it's not only one person posting about other companies. I think other dt's and company owners post now and then, that's what I was trying to say. If you think no one is trying to steer people into buying from other companies, then I am sorry to say, you're the idiot.
19:05, I dismiss the personal attacks on Nichole and the DT. So do others. There's no need for the PTI defenders.
19:10, owners and DT of other companies are posting on here? Really? We're all posting anonymously so I'd love to see the proof you have of that.
Banning individuals is one thing - a page comes up and a person can't log on using their name and password. But this time, I'm unable to load the forum log on page at all.
19:05, stop generalizing about all smackers.
17:14 If you can't access the forum I guess they are.
18:47 Oh that's right, don't post anything positive just in case a newbie is reading here. Let them see all the negative comments instead, right?
The products are the only positive thing at PTI.
The forum stinks, the store is chaos, the dts are puppets, the owners are dishonest, the shipping is a joke, and the gallery has never worked.
Besides the products there is little and now we are even getting defective products. Impression plates. Oh wait, 3 different lines of inks that don't work.
I take it back. There is nothing positive at PTI.
19:23 I said I *think* and I believe it is possible because of the anonymous option. Do you have proof they do not post here?
Someone posted Gina reads here (and before you start, I didn't pinpoint Gina as posting) so it's more likely some other owners and some of their DT read here. If they read here, then what's stopping some of them from posting anonymously? Seriuosly think about it. What owner wouldn't want former PTI customers shopping at their door? What's a little flame here and there? That came to my mind as some of the posts were personal attacks already. Yes, you dismissed it but can you honestly say it doesn't affect how some customers think?
No, no picking a fight. Just trying to stand by what I posted earlier about the earlier poster saying smackers exist because they were once PTI customers. I don't think all smackers are former PTI customers. Whew. Sorry for the epic.
19:52, go start your "PTI is wonderful" blog. Or go to the forum to share and soak up the sunshine and rainbows.
Fuck fuckity fuck fuck
"It's the smackers who are desperate to spread the hate and convince people not to shop PTI."
This is pure ignorance. There are a few smackers who will spew every insult and derogatory comment possible against PTI and their people -- they are few and far between and most of the other smackers just ignore it. The majority of smackers realize everyone makes their own decision but also think it's fair that potential customers are aware of issues with the company before they decide to shop there or not. Using words like "hate" speaks more to your perspective than most of the people here.
Oops, post 20:04 is for the first 19:23 poster.
19:59 - 100% agreement.
19:52, the fact that you feel the need to "balance" PTI's negative PR is sad. I agree with the other poster. If you are so concerned with what "newbies" will read, go start your own PTI review blog.
G'nite haters.
I've been banned and that's ok. In fact, I think it's a blessing in disguise for me.
One less customer for PTI to worry about (plus, other potential customers that I bring with me).
I look forward to buying more from other companies.
If someone could do me a favor please.....since I am locked out completely, I have no way of contacting a lady I am splitting an order with.
There is a thread titled 'Long Shot' about splitting the Foodie set. If someone doesn't mind posting a message there to let her know I can't reply any longer that would be much appreciated.
I'm thinking maybe Ami as you are 'out of the smacking closet?'
And I have no problem with smackers or unicorns. Everyone should choose what is right for them and what they should stand up for. I have never had a bad word to say about anyone on the forum, I have had pleasant experiences, PM's, shipping buddies and swaps/trades.
The only problem I have is with PTI's terrible CS and my own experiences.
It is a good thing that the forum regulars post here in defense of PTI. It would be unfortunate if a vegetarian or vegan newbie decided not to order from PTI because they read on the smack blog that an owner had breakfast meat appendages.
(For the record, notwithstanding unsavory dispositions of customer service personnel which may produce comparisons to female dogs, I do not condone personal attacks. Also, I have never previously mentioned or referred to Nichole's fingers in any way.)
It seems that some people here think that when you dont applaud a smack you must be a UNI. WRONG
I dont have to agree with you. I can smack or I can disagree. That is what a discussion or a debate is.
Do you understand?
Lou, I'm sorry you're kicked out. I agree that it's probably better for you in the long run. It will probably take a while to get over feeling like you've been kicked without an apology, but I hope you'll find that the grass still grows on the other side of the fence and it can look pretty green too!
PTI has absolutely no idea what it's like for international customers. You'd think they'd try to make it easier, but they almost seem to breathe a sigh of relief if they can get rid of you.
Sending you a hug.
Completely agree with 21:50
very well said, thank you.
Poor Lou.......wah wah wah boo hoo
and once again Claire at WMS shows how to deal with her customers.
Nichole locked the melon berry ink thread lol
Terrible thing to happen at WMS.
Thumbs up to Claire's post.
3:44 "Poor" Lou did it to herself. It's was a long time coming.
What terrible thing has happened at WMS?
Claire was informed by her stamp manufacturer that some of the sets were on their way to her, others would be delayed by a few days. She posted this earlier this week.
Release was yesterday.
Today she received an email from the manufacturer saying all stamps would be delayed 3 weeks.
She issued a huge apology on her blog, customers who placed an order received an email detailing the situation and all orders were canceled. If you placed an order for this release, you were given a personal discount code for 20% off your next order.
Claire is a class act! This was beyond her control and yet her concern was making sure her customers were well informed abd cared for.
Is the forum down or has my ISP been "blacklisted"?
She is also refunding every single customer!! Amazing woman.
Interesting that so many smackers have been banned. Rick said 2 weeks ago that it was a blacklist. Riiiight--if that were it it could have been fixed in a day. They are trying to save their company with a big old cover up and are terrified we might spill their beans. After the October release, PTI will go poof.
You are delusional if you think that PTI will close after the October release.
PTi has demonstrated such an awful underhand approach to their customers and do not seem to have an ounce of integrity.
I am therefore somewhat surprised to find that customers who know this and complain about it, still seem to order.
And, is there another 'inkgate' on the horizon???
So you all think this blog is run by, started by, monitored by PTI? Because I don't see how else being a smacker could affect if you can or can't get into the forum. I've been able to get in (though only tried a couple of times) since the conversation started about it here - until today. I also haven't posted here in weeks? months? until yesterday.
I doubt this blog is associated with PTI, so I think it is more of a tech issue. And they probably don't care - they probably feel the forum is more hassle than it's worth these days. It sure doesn't seem to generate any more excitement for releases. I think it's just another thing they don't bother taking care of.
07:56, the way they run their business, you're right - the date should be earlier.
08:02, I shake my head at that too. I'll never understand it.
Why is October always referenced as D-day for PTI? I am not arguing the fact it might be the end just the significance of "October"
7:37 Go ahead and keep believing your crap.
Defective impression plates and ink are also beyond the control of PTI. That responsibily falls on the manufacturer. Like Claire said "no one sets out to to have production woes." The manufacturer, PTI and the customer all suffer as a result. Kudos to how Claire is handling the problem.
The handling of said impression plates was what set people off!! Not the fact thy were defective in the first ole but Julie's first class bitchy attitude about it!!!
Are you even reading before you get your back up??!!??!!
I do wonder tho about the troubles PTI have with their inks. Cannot think of any other company who releases inks, only to have so much trouble with them soon after.
^^^ place - dumb autocorrect
The person that mentions October repeatedly is probably the same one that just wants to plant shit to see if it grows.
I agree that it is the way that PTI handles complaints that is the issue.
They don't have control over defective products but damn, Julie calling people liars is just crappy customer service.
Problems beyond the control of WMS:
Customers notified the instant there is a problem.
Customers are apologized to and never blamed.
Refunds given. Replacements without question.
Defective items mailed before the consumers even know there was a defective item.
20% discount on future order.
Profuse apology.
All dealing with public are pro-consumer.
International shipping FAST and cheap.
Problems beyond the control of PTI:
There is no problem.
If there is a problem it is because the customer is stupid or dishonest.
Well, maybe there is a problem and yo pay the shipping back and if we agree we might do something about it.
Lying, lying, lying.
Shut up and ban anyone who brings attention to any real problem.
Quibbling over a dime here and there.
Dealings with public are anti-consumer.
Rude responses publicly and frequently.
International shipping for rich people only and then on the slow boat to China.
US shipping, slow, very slow.
To add to WMS list above:
Well run forum.
Organized easy to use store.
Items shipped immediately.
Enough stock to cover releases.
AND THIS COMPANY is run by one woman and one helper and she keeps it all straight.
^^ and she probably doesn't do the volume that PTI does.
8:23 and they were tested for quite awhile before the release too.
8:22 I sure do. I agree, Julie could have handled it better.
For sure Claire doesn't have the volume PTI does
Is that what allows them to be rude?? The fact they have a lot of customers???
It's about the grace and aplomb she uses to deal with the issue. It's clearly a manufacturing issue and not hers.
AND YET she offers customers a 20% discount on their next order
Even when the problem is PTI's ( orders hiding behind a pallet!!) al the customers get is an apology
And a crappy one at that
The customers did not get any kind of apology for the lost orders until they were publicly called out on the forum. They would not have done it on their own.
PTI just don't value their customers. Simple.
If there is any kind of service involved they're not interested. Only in ringing Pavlov's bell (release) to see if you come running in, salivating.
Self service takes on a whole new meaning at PTI.
Same thing with the Kraft binder
A bunch of people were waiting for orders
Emailed CS and told "within shipping timeframe"
Meanwhile other orders where going out
So we started comparing orders on the forum
Found out the common denominator was the Kraft binder
After that thread was like 6 pages long Nichole comes out and says yes there is a hold up with the binders but your orders will go out Friday
No option to cancel-some people wanted to, no here's a little something as way of apology or discount on your next order, no well send out your order and ship the binders later
Nothing
The latest from Rick-
We have managed to get a few ISP's off the list. But there are over 14 different MAJOR ISP's, and each one requires a separate investigation. It will take some time for them all to respond. Sorry you are still experiencing trouble..we are doing everything we can on our end to get this resolved.
I love using the dvd cases for my PTI stamps but how come PTI can't space out their stamps more on the sticker so when I put the stamps on the DVD case they aren't touching. It's so annoying!
11:09, I disagree. PTI do customer service, they just approach it differently.
Bulls service cows.
PTI services customers.
I don't believe that the issue of lack of forum access is due to banning, unless an individual is actually seeing a "you have been banned" message. I believe that it really is a blacklist issue, and that PTI is just really slow or incompetent in handling it. Why do I believe this? Because I'm a known smacker and have not lost forum access at all during this entire time that people have been complaining about it.
@11:24 I agree. The DVD cases are a nice concept, but I don't think PTI is designing the layout correctly. I still don't like that the stamps are on both sides of the case and are too close together. And with that cardstock insert, it just gets in the way and makes the case hard to close. I know I could just toss it, but I like the reference sheet. Not sure why they can't design the dvd index sheet the way Clear and Simple Stamps did. They designed the index label so all the stamps fit on one side of the case and allow enough room to keep your dies on the front side of the case in an envelope. Everything fits! But with PTI, I still have to keep the dies separate and I still struggle with finding a good storage system for the dies.
The whole thing is so aggravating. Especially when PTI doesn't include the DVD case when you buy a stamp. They don't keep them in stock either so you have to go to another company to buy a case and pay separate shipping. 100% lame!
Oh and we are still paying full price for a stamp set but get less product without a case. The whole thing is a big headache. Ok. Rant over! Sorry about that.
I have found the perfect solution for the PTI DVD storage issue.
stop buying the stamps.
problem solved. please please please do not continue to buy from this company AND come here and complain.
buy and love and use the products but do NOT come here and complain. i have zero respect for any customer that knows ahead of time the issues, buys and then complains. you took the chance, you lost, suck it up until the next release and repeat.
9:14...I expect huge volume increases after the way that Claire has handled things. I'd venture a guess that while PTI does more volume, it's significantly less than seen 1-2 years ago.
I vowed not to order from PTI and then I fell in love with a few of last months releases so I caved. It was my first purchase in over a year.
Thankfully, I had a problem with the sunrise impression plate and was called a stupid liar.
It was karma. I should not of ordered and I won't order again.
"Bulls service cows. PTI services customers."
*********************
11:25, you summed it up brilliantly!
It looks like the PTI threads have been deleted over on SCS. Can't seem to find them anywhere.
All of the PTI threads are still on SCS. Go to General Stamping and do a "search this forum" for Papertrey.
Must be me! They are not showing up for me no matter what I do. Glad they are still there! Was going to be upset if SCS was going to choose sides.
Along the same line of "don't complain on the blog if you are still buying", I get annoyed when I see well known bloggers, who design for other companies, joining in the PTI blog hop. I am especially annoyed if they use new products.
There are a few that come to mind. If they are "names" and they use PTI, IMO they are supporting the company.
just to be clear, it is none of my business if anyone buys from PTI. including well known bloggers. just DO NOT come here or elsewhere on the net and whine when your number is up and you get screwed.
i think it is not right to criticize someone for being a customer. this isn't a human rights issue.
Boatloads of people who used to blog hop are missing this month.
PTI blog hop that is.
What happened in the locked melon berry ink thread?
I'm one of the ones who can't access the forum.
That's why I said "I" get annoyed. In MY opinion it is supporting the company if you are a well known blogger and you use Papertrey stamps on your blog.
I would also suggest that ANY customer that is aware of the awful customer service practices not come here to complain. However, if you are ignorant to all that is PTI and discover this blog by googling "The worst customer service in the world", complain away.
I hope that a few of the well known bloggers get screwed and then complain to anyone that will listen. Apparently that's what it takes for some people to stop buying.
You can't truly know an encounter with Julie until you've experienced it first-hand! LOL!
I have also been on the receiving end of Julie. It almost feels so unreal it is hard to believe.
13:36 - absolutely nothing happened in the thread. Welcome to the new forum, you aren't missing anything.
Two ink threads have been locked, there was no real complaining in either, one person started the thread asking if there was something else she could use to match sweet blush until a PTI restock, a couple of people tried to help her and got handslapped for mentioning other prodcts on the PTI forum, the melon berry problem got referred to CS.
You simply aren't allowed to talk about anything except PTI sunshine on the forum any more. Even if you're trying to help someone who has run into a real problem.
2 possible reasons why some of the 'bigger names' may play the PTI hop - one that it promotes them and their blog (the PTI hop is one of the busier ones, lots of traffic.
-they may still dream of the PTI DT.
If it's the second one I can't respect their motivation at all. If its the first - can you really blame them for using something so convenient to get themselves out there? But who plays for why is impossible to know.
1320 So are you saying you are not interested in hearing about the PTI problems anymore?
Sounds like it to me.
To me it sounds like 13:20 just doesn't want to hear people complain if they are aware of PTI's crappy customer service and buy anyways.
Personally, I like to read all complaints. Some people won't stop buying until they have been personally affected.
maybe i'm reading the wrong blogs but i don't see "famous" bloggers using PTI. what am I missing??
Not "famous" but well enough known. At least one is on the Waltzingmousd team and another on Verve. I am not going to name names but they do have quite a following.
Wont this blog cease to exist if people can not access the forum and no one would come here to tell of the experiences? AND...everyone ignores PTI
Well I guess PTI would cease to exist as many people desire.
Not "famous" but well enough known. At least one is on the Waltzingmouse team and another on Verve. I am not going to name names but they do have quite a following.
25 August 2012 17:11
^^^
Maureen Plut on on the Verve team and regularly posts PTI. Chupa is on WMS blog team and occasionally posts PTI.
It's no big secret and you aren't outing anyone. Anyone can go to their blogs on the PTI blog hop day and see them playing along.
Doing something for Claire of WMS:
http://nerinasserendipity.blogspot.com/2012/08/link-up-for-claire.html
Interesting comment on Claire's post about the cancellation of her release: http://waltzingmouse.blogspot.co.uk/2012/08/breaking-news.html
Gina K. said...
Claire, you are a wonderful business woman and your honesty and integrity is second to none. I am sure everyone understands that this is totally out of your hands. Customers are so awesome and understanding when businesses are honest and act with integrity. I am sure they will patiently wait for you top notch products to arrive.
Hugs,
Gina K.
Not only is Claire handling her manu issue with professionalism and class, she posted the information on the FRONT page of the store. The announcement was not hidden in an innocous post on the forum, but on the STOREFRONT where EVERYONE who orders can SEE it.
are there any coupon codes for Amuse ink?
^^GAH..sorry for the spelling errors, time for bed.
I don't think AMuse has discount codes. But they do have monthly specials like certain stamp sets or ribbons on sale. It changes every month. It's called the A/S Spotlight.
Just wanted to add my 2 cents to the Waltzingmouse new release issue:
I have been following her blog and drooling over a few sets for awhile. Decided to place my first order this release. My order also contained a few other sets not in the release. When I read my email the next morning and Claire's apology, and inclusion of a discount code to use in the future - I knew this was a company that valued its customers.
I am very impressed at how this was handled. It would have been so easy to just cancel the portion of my order that contained the new release items and send me the balance - giving me the option of how to proceed, and the ability to save some money in the process is just total awesomesauce!
4:24, if that had been PTI, they would have sent the in-stock items, then charged you for shipping since you no longer met the free-shipping criteria.
New post.....
1st posting here-as a business person, I am astounded with how poorly PTI has handled their CS snafu's...time and time again. To not learn from their mistakes, to chastise and name call their customers, to not handle situations above board but rather sneakily, everything I experienced personally and read about is just gasp worthy. For those who say it hasn't happened to me so I don't care, what an attitude. Thank goodness the majority of the world cares about others and realizes what goes around comes around and it will eventually happen to you too. Such a shame to watch a good company flame out. I will spend my money supporting companies who do care about their customers. Thanks for offering up the alternatives.
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