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:
1 – 200 of 225 Newer› Newest»first. :-)
Thanks for the keyword additions!
How about forum banning?
I really like you and your sense of humor PTI Smack III! Wish I knew who you were.
I like you too. Don't out yourself though or you will be pruned and feathered.
11:50 congrats!!
11:52 just added that label, thank you!
11:58 thank you.. PTI Smack III is pretty cool to go by... like Elizabeth I, Catherine II and here i am being PTI Smack III hahahaha
12:05 will i be burned at the stake too?
There should be an announcement on PTI's website about the defective IP's. Then and only then will I be impressed. Right now, eh.
How about all of the customers who don't have time to sift through threads and posts on top of posts on the PTI forum? Not all PTI Customers visit the forum. Or NH's blog.
PTI, you still need to get your CS act together.
Even if they put an announcement on the website, I still won't be impressed. Thank you to whomever brought the announcement to the smack blog.
I guess everybody is out enjoying the weekend?
From the previous thread.
My comments weren't directed toward PTI but toward previous posters (please go back and re-read). Especially 9:29 and to a degree those expressing the view of 7:12. I was questioning how you - personally, came up with your value system. You were making the argument that if something is popular, and many people are enjoying it - it must be right. And also that pruning is a legit way to deal with people who don't agree with you.
I totally understand what you're saying and I agree with you.
I am not a fan of the pruning but I guess it is the little bit of control that PTI has. It's their forum so if they feel that getting rid of the trouble makers will make the problems go away, good for them.
Personally, I think that if they really are trouble makers, banning them will just make them angry and they will be posting elsewhere.
Or maybe they aren't trouble makers at all and they will just slink away.
I fail to see what the ruckus is about. Has anything changed? This is business as usual, a business that many of YOU have CHOSEN to support.
It may be fun to come here and mock them, but really, I blame the customers who continue to buy. if you had actually stopped last winter, they would have been forced to change. Sure, some of you held off, reduced orders, etc. There is no doubt in my mind that profits and sales are down.
But, as you can see, Julie is the heart of CS and she has not and will not change as long as the $$ comes in.
So it really frosts me when folks continue to buy and then complain.
so many of you in the previous post said you were going to complain over at scs and 2 peas. where is it? been waitin all day
17:36 She is getting NEW business all the time. She is focusing on newbys with their MIMs. And there is always going to be new interest.
Like it has been said over and over no one knows how horrible the CS is until you actually experience it and learn for yourself. The there is a ahah moment
I no longer care enough to educate people. They win.
Not everyone has had a bad experience.
18:01 Most people don't want to be educated.
Just so education is that... education. And not revenge.
I keep turning a comment from the previous thread over and over in my mind. It was a uni comment about how PTI is all over the latest mags etc. etc.
It's a vicious circle isn't it though? If you wanted to be pubbed what products do you think you'd have the highest success rate with? pick 3 ...
My 3 tops would be PTI, Hero Arts and Paper Smooches.
Anyone EVER see anything by Gina K? If there has been it flew by so fast I didn't catch it. (And Gina's blog is ahead of Nichole's on the stamping top 50)
I find it really strange that with all the stamping companies out there magazines (esp PC) are so top heavy and have been wondering what came first, the chicken or the egg? NH used to be on the board of Papercrafts (if I remember right?) Jen McG is a go-to, Kim Hughes has been a go-to.
I know they use blind submissions - but I still ask the question, why are they willing to allow SO MANY cards by the SAME card companies to fill their pages?
Has the submission response from people using those stamps always been overwhelmingly huge?
Or,
Do you have a higher chance of being published if you submit using those stamps?
Head scratch.
papercrafts limits itself to very few companies. i don't care because the magazine itself is nothing special and a ripoff. every issue looks exactly alike -- there is no content that I cannot get on line and the content is so similar. page after page of cards that look just like the one before it.
no beautifully colored images, just basics that aren't that interesting.
but if it means something to you to be selected (why??) then use Hero Arts, PTI and Paper Smooches with a hint of Waltzingmouse and you apparently will increase your chances.
solid images and nothing too creative and you are good to go.
19:32 - thanks for your response. No I wasn't asking personally. I was just mulling it over and was curious (one of those mystery of life things).
I guess with that kind of advertising, there will always be people who assume that those products are the most popular, and if you were interested in being pubbed it would maybe induce you to buy?
And I guess, like the original poster you'd make the assumption that it was proof that those companies are the most popular/have the best designs.
But I'm personally not convinced that it says that at all. (Back to Gina's top 50 rating there).
Oh Well. It probably isn't going to affect which side the sun comes up tomorrow morning.
Thanks for listening to me think.
My sister's best friend's cousin's next door neighbor's brother's wife said that PTI will be history as of October. I hope it's true because their customer service SUCKS!
This was posted on the customer service forum:
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
-------------
This isn 't bitchy enough to be written by Julie!
I know its just about the website but news on returns and refunds would be appreciated
Rick wrote it. I know some smackers have issues with him. I think he does care and wants things to be better. Hopefully all the things mentioned will come to fruition and not at release time to make the website crash.
Yay! I hope things will start to turn around for PTI. They have to start somewhere right?
SORRY I've missed a few days of comments. I just wanted to know if there has been more info. on the Sunrise IP? Was there an announcement or something. I have one and don't want to use it if there is a problem and I am international so I refuse to send it back at my cost.
Just checking.
THX
an improved website focuses on getting more orders, not dealing with defective products.
nice for PTI!
This was posted yesterday in a locked thread:
In the past few days I have had to delete a few threads because they clearly violated our TOS, which specifically prohibits posting customer service issues on this forum. It is not my intention to silence the posters or ignore their issues. I understand that issues come up that need resolution. These threads have been removed because they are better tracked and resolved on our customer service forum at
http://papertreyink.zendesk.com
Our goal is to provide GREAT customer service to all of our customers . It's the whole reason we setup the customer service site on Zendesk. Issues are being resolved faster, the first time, and although we are far from perfect, we are making strides in all areas.
If you have an issue with your order, with your product, or with the website, I encourage you to open a ticket or post openly on the customer service forum...I promise you we will do our best to get your issue resolved in a timely fashion to YOUR satisfaction.
Rick
admin
Site Admin
This was also posted yesterday on zendesk
Sunrise Impression Plate
CS Manager
posted this on Aug 05 12:08
It has come to our attention that a few customers are experiencing issues with the Sunrise Impression Plate. After a lengthy discussion with the manufacturer, we have found that some of the impression plates were accidentally "etched" too deeply. This means that too much metal was removed from the plate during the manufacturing of that particular run.
A defective plate, when run through your machine, causes the image from the opposite side of the plate to push through, resulting in an unwanted impression.
We believe that approximately 50 - 75 plates may be affected by this manufacturing error. If you have one of these defective plates, please open a Zendesk ticket so that we can get your issue resolved as quickly as possible.
Customer Service
The problem I have with this is unless you are a registered forum member and know exactly where to look, you won't see this.
Agreed - who will actually see this announcement. The poster who started the 'problem with IP sunrise plate' was led to believe it was 'user error' she bought another one and has the same problem. Now she has 2 stuffed IP plates. Wonder if PTI will replace both????
19:32, that's why I've let my subscription run out. There's just no diversity in stamp companies, few techniques and, unless it's a stamping special issue, there's way too many cards with anything but stamping.
Gina "seeds" her Top 50 rating with a program that gives her lots of hits. She has been doing it for years.
I wonder how many Gina K fans are 50 or older? She may be the sweetest person in craft land but her images are b-o-r-i-n-g. I have yet to see anything that has pushed me to order from Gina K. That is why you rarely see anything from her in PC mag.
Hey, I'm 53,and I have said numerous times that I think Gina is a sweetheart, but I don't care for her stamps.
It still irks me that Julie's go to answer is that it is the customers fault if a product is defective. I am curious to know how many people had great customer service with the sunrise ip and how many had the same experience that I did.
For the record, I have already admitted how stupid I was for ordering and I take full responsibility for my own lack of judgement in doing so. It won't happen again.
4:55 you hit the nail on the head. B-O-R-I-N-G.
I posted to SCS:
http://www.splitcoaststampers.com/forums/general-stamping-talk-f17/buyer-beware-papertrey-ink-t558873.html#post19600803
From zendesk-
How are customers supposed to know there is an issue if the announcement is only made here? Please post it on the forum and/or website as I have never used zendesk before and I had no idea that information was here. What about other customers who can't find the information or someone who doesn't use their supplies right away and may not know there is a problem until months down the track when they finally get around to using the product (like me).
I bought the Sunrise Impression plate and haven't used it because now I don't know if it's defective or not.
If I use it and it is defective I will have to pay to send it back (at my cost). I don't believe I should have to pay for postage to return a product when it is a faulty product. So I'm not sure what to do.
Can you please tell me which 'sandwich' to use in my BigShot as I have never had an issue before and want to make sure I am using it correctly to hopefully prevent an issue.
0 people would like this to be answered.
Comments
User photo
CS Admin
Papertrey Ink
The main website where the plate is sold gives very clear directions on what to do if you have an issue with a product sold on the website. The forum is not a place for customer service notices.
If any product you purchase turns out to be defective, before or after use, you can return it for a replacement or refund at your discretion. Feel free to use your products with full confidence that if there is an issue with it, we will make it right. Our policy dictates that if you are returning a defective product, we will reimburse you for normal shipping charges via first class mail (within the US).
Please refer to Nichole's Blog for instructions on how to use our products, or check out the "Stamping Talk Forum" at http://forum.papertreyink.com for advice from others who have used the plates...
Thanks,
Customer Service
August 06, 2012 07:18
User photo
The main website and forum does not give any note to customers that have bought the product that it may in fact be defective. If not the forum, place a note on the website to alert people that have already bought the product.
It is wrong to make the CUSTOMER pay to return a defective product even if that money is reimbursed later, it shouldn't be the customers problem.
It is pretty bad customer service to direct someone to the forum to ask other customers to answer a question on a item sold in your store.
I do not in fact have an issue with the plate as I haven't tried it yet, that's why I asked here in the first place.
August 06, 2012 07:32
User photo
CS Admin
Papertrey Ink
Our return policies are clearly laid out on our website under the customer service link. If the item is defective we will gladly reimburse you the nominal shipping charge.
Nichole's blog and the forum are both GREAT places to learn how to use stamping and crafting products. If you would like specific instructions on how to use our products, I suggest opening a Zendesk ticket and your request can be forwarded to Nichole.
Thanks,
Customer Service
^^^^I do not in fact have an issue with the plate
^^^ I do not have an issue with the plate YET 5.48
I was asking @ zendesk for clarification BEFORE I made a mistake.
Actually, I am now thinking I already made the mistake when I purchased in the first place if they can't even be bothered answering.
They think only 75ish plaates are defective, yet one customer was 'lucky' enough to get two of them? Really? I'm not buying that explanation.
Zendesk: where all your customer service issues go to die.
Have I been locked out of the forum? Or is it having issues?
I haven't broken any TOS as I never posted anything on the forum!
My guess is that you have been locked out. It's the easiest way to manage pesky customers.
Rick is the superhero of the Papertrey message board. He bans people from the forum and then they just go away quietly. Good job Rick!
I've posted nothing to the forum so how can I be banned - broken no TOS
Rick - I'll be posting on 2peas/FB and all the other message boards I'm on - daily if required.
NuttyLou/Louise Spiden....you are a hypocrit. In one of your posts you mentioned your BIG order from June/July just arrived. If you are such a dissatisfied customer why are you still ordering.
I am logged into the forum and I see NuttyLou/Louise Spiden logged in right now.
^^ I am not a dissatisfied customer. Have you bothered to actually read any of my posts? I simply asked for clarification on the IP before I stuffed it up and I couldn't get an answer.
I am annoyed that no one was informed that there was an issue with the IP.
I love my PTI products. I think the CS sucks.
Rick reads here Lou and since you posted something negative about Papertrey, he banned you.
My guess is that the only reason that you were targeted is because you used your real name.
Rick, are the 3 ladies behind all of your pruning or are you acting alone? Not that they wouldn't be happy if they knew. Anyone that speaks up is just a trouble maker, right?
Nutty Lou, I don't think that you are a hypocrite. I totally agree with you that the products are great but the customer service sucks.
^^ I can log in but I can not access any boards or PMs
^^ I use my real name because I stand up for what I believe in. There is nothing to be ashamed about that - if I have an opinion I will say it.
OK I am not banned. Maybe I was for a few minutes lol
Sorosie, since you answered the post on SCS, you will probably be banned next.
I actually thought I was doing the right thing by going to CS and asking rather than to stir up trouble on the forum in a thread that would be locked. I did ask the same question in another thread but no one from the DT, CS or Nichole answered.
now I am too scared to try my IP at all
You did do the right thing. It is not your fault that the customer service answer was really a non-answer. The fact that Rick feels the need to ban people is childish.
Sounds like this IP thing is a Catch 22. You won't know you have a stuffed IP plate unless you try it; then if it is PTI might say it is 'user error'. Either way, they win.
It's also tricky for anyone outside of the US to return something. If you want to stay under the $3 mark, it can only go via uninsured, untrackable post. That makes it pretty easy for it to go missing. It also cannot be wrapped in bubble wrap or sent in a bubble mailer because it won't fit through the "letter" slot and will have to be sent via small package (Canada) which brings it over $3. So who's to say that it wasn't damaged in the mail?
OMG just use the plate already.
Fretting about things that haven't even happened is ridiculous.
Use it.
If there isn't a problem then there isn't a problem.
If there is, they've already explained that it's the manufacturers fault so I'm thinking there shouldn't be any refund issues.
Hey Rick, here's an honest to goodness idea that PTI can use to establish some really excellent good will with customers....REFUND THE SHIPPING OF THE DAMAGED IP'S and bill the manufacturer for the cost of the damages, the shipping back to PTI, shipping back to the manu, cost of new one for customers and the shipping of the new one to the customers.
This would please the customers, be inexpensive fix for PTI, and teach the manu a deep-pocketed lesson ab out etching the IPs too deeply.
After all, this issue truly isn't PTI's to swallow. If the manufacturer admitted to wrong doing, PTI should do like my insurance company does....they pay for my damages then get reimbursement from the idiot who hit me.
REFUND THE SHIPPING OF THE DAMAGED IP'S and bill the manufacturer for the cost of the damages, the shipping back to PTI, shipping back to the manu, cost of new one for customers and the shipping of the new one to the customers.
__________________________
I believe this is exactly what PTI is doing.
International Return Policy
If damaged, defective or mis-shipped items are received, please contact us at support@papertreyink.zendesk.com for detailed instructions on returning the respective items. Generally, all items can be returned via the equivalent of First Class Mail. In the case of defective items, there is no need to over-package them. A regular A2 or #10 envelope would be appropriate. Once the item is received, we will either issue a credit for it or send a replacement. At that time, the credit for return shipping is applied to the payment method you used to place the order.
I have read the policy, thank you. The problem is, if PTI will not admit that the item is defective until a zillion people have the same problem,they will look for every possible way to blame the customer. In my case, I was told 3 times that it was the fault of my machine. Now I am expecting to get the postage refund because I know that my ip was defective, but why is it necessary to imply that the customer is lying?
I had a die I needed to go with a stamp set Ive had for awhile. I also had some points to use. I ordered Thursday evening and I look today and my package is here out for delivery!
So there are some changes. If they could just fix those ladies at PTI sharp tongues.
07:00
That is your interpretation of the PTI policy based on your ideas about the company. It has no basis in truth.
I believe PTI strives to make customers happy. I also believe (and have read on the forum) where customers have damaged their products by not using them properly.
If they sell 2000 IP's, and 1 or 2 customers complain that they had issues, it doesn't necessarily mean that the product is defective. I assume it would only be after more than a few complaints come in that they will investigate the issue with the manufacturer.
It seems than in this case, more than a few complaints were opened, the manufacturer was contacted, and a statement was made asking those with issues to send them in for exchange or refund
PTI Smacker III, I'm pregger #2 and the test did come out positive. We looking forward to baby #2 in April-ish time frame.
Now to pick a cool (= not weird) name that isn't climbing the charts in popularity.
Thank you. I understand what you are saying. I should add that in my case, I explained exactly the sandwich that I used and that the problem occurred almost as soon as I used the ip. I was told 3 times that my machine was probably to blame and that a postage refund was unlikely.
After MY exchange, I was left feeling like I was trying to pull something over on the company. Based on the response that I got, I started to feel that they were going to look for every possible way to not admit to any defect.
Yes, it is my interpretation based on my feelings about the company but those feelings are based on personal experience.
I am sorry that was your experience. I am certain it was not their intent to make you feel that way.
I wish that Rick would handle all of the customer service issues. My dealings with him have always been fair.
PTI SMacker III
I'm preggers #1. Thanks for thinking of us both. Things are OK here except they now think my cervical cancer has come back too. When I get to go for my 1st US they will do the biopsy the same day, talk about bittersweet.
I am less scared of being pg now that it has sunk in. I am still concerned that I will be passed over for a promotion I am going for as soon as they know. This second time around I'm finding I'm growing faster than the first time :) Don't think I'll be able to hide it until 16 weeks like last time.
But I am confident everything will work out somehow - thanks for asking!
I will keep you in my thoughts. I do hope that the cervical cancer has not reappeared. :-(
From 7:21 "I believe PTI strives to make customers happy. I also believe (and have read on the forum) where customers have damaged their products by not using them properly. "
I call BS. The PTI three have shown consistently that they don't give two shits about the customers. Else they would not repeatedly place the customer at fault as a first response.
Do you think other companies don't screw up? Of course they do. The difference is that I have never been made to feel like I am at fault even on the occasions when I have interpreted something wrong. That's called courtesy, BTW. Something that PTI sorely lacks.
I just saw on Mish's blog that she will listing/selling PTI stamps and paper packs this week. Looking forward to seeing what she list and the price.
I don't know which of the Tapeonline DVD cases is the same as PTI's. Does anyone have the link to the actual case? Thanks
I believe PTI strives to make customers happy.
===================
Hey 7:21 - I have a bridge to no where and some river front property in Arizona to sell you!
If you really believe that, then you are a fool!
Anonymous said...
I am sorry that was your experience. I am certain it was not their intent to make you feel that way.
6 August 2012 07:34
I can only think that 7:34 is either Rick or Julie or is friends with one of them. Nobody here actually is certain of anything as far as PTI goes.
The problem is, Julie might not intend to make customers feel like liars and thieves, she just doesn't know any other way. That is why she shouldn't be in customer service.Period.
There is a road that is paved with good intentions.
Don't hold your breath on Mish's prices. She is pretty greedy.
I am more interested in Mish's provoking thoughts.
Is Julie even a crafter/stamper? I ask because, IIRC, Nichole was originally hired by them to do stationery designs and it evolved into a stamp supply company. My point is this: if Julie does not use the products, and is in charge of CS, how would she know a defective IP if it bit her in the butt?
9:13
Here is the link to the cases that I bought on tapeonlien that are the same as PTIs:
http://www.tapeonline.com/products/super-jewel-box-cd-dvd-cases-king-size-one-two-jewel-box
Dear Rick,
I have never personally addressed you on this blog. To start, I'd like to apologize for all of the crude and ugly remarks that have been directed towards you. Those have always bothered me. I'm sorry that you were exposed to them. They were offensive and unneccessary.
For all of the people (even if you suspect that they frequent this blog)that you've helped through CS, I'd like to thank you. I respect you for your professionalism.
For the new CS message that was posted on Zendesk (I'm assuming it was yours) thank you. I would particularly like to thank you for the little phrases like "we're not kidding this time" and "thank you for hanging in there" These suggest that for those of us who have been told hyperbolic and exciting things for years (which have never come to fruition) that we are actually NORMAL to feel a little cynical and jaded - not that we're the enemy.
I truly believe that you are an asset to this company and that you are predominantly good news to us, the customer.
However, I feel a mixed message coming from you and your helpfulness, especially when it comes to 'pruning the board'. This pruning has been going on so quietly and in such a sly manner. While I'm very willing to applaud you for the good you've done, you also seem to be a bit like a spy here - figuring out who is who so people can later quietly disappear. It's creepy, and I can't respect that aspect of what you're doing at all.
What are the unspoken rules for board memebership? Is one never allowed to say a negataive word about PTI that comes to PTI's ears at any time (even if said word is true?) Is frequenting this blog adequate reason for instant excommunication?
Is the forum reserved for 'true believers' only? What do they look like?
The alarming thing about your pruning is that people seem to have been 'severed' not because they broke the TOS, received warnings and finally lost privileges, but for some other, unspoken invisible reason. One day their connection times out and *poof* they disappear.
Why?
10:02 - I appreciate you note to Rick, but I must say that I am a vocal smacker and I have NOT been pruned from the forum lately. I can access the board and have been able to access throughout the last week.
Trust me, I don't want to stick up for Rick or PTI, but I don't know that it can be confirmed that Rick has been secretly pruning people.
Pruning threads, yes but people, I'm not so sure.
rick.geymonat @ gmail.com would be the best way to reach Rick. He is no longer comfortable responding to questions in this forum. I am sure he would be happy to address any questions you may have concerning customer service or the forum via email though...
That was very well written, thank you. I agree with everything that you wrote, especially the part about the name calling. That has always bothered me.
About the pruning, although the timing may seem suspicious, I don't know that anyone has actually disappeared. That has yet to be seen. I do know that there are server issues and I suspect that if anyone were to get in touch with Rick, they might be surprised at how helpful he is.
^^^^that is wrong.
I'm 10:16 and I meant its wrong ro publish someones email on a smack blog
10:18, Rick has posted his personal email countless times on this blog.
10:04, I'm 10:02 and want to thank you for your response to me.
I stand by every positive thing I said to Rick. I think he's trying hard and doing very well.
Regarding pruning: I certainly wouldn't have written what I did to promote a lie. I really was under the understanding that people were 'disappearing'.
If they aren't and life is going on as usual then I want to say that I apologise for what I wrote. Especially as it may calls someone elses integrity into question (Rick's) Rick if it isn't happening, I offer you my sincere apologies and retract my questions.
Thank you!
^^^Urgh! Lets see if I can get it right this time - that should be 10:14, thank you and 10:15, thank you too!
I do think that the timing of the forum going down and the apparent pruning absolutely looked suspicious so it makes sense that people would come to that conclusion.
10:02, I am 10:15 (lol) and I understand that you were only asking a question based on what you thought was fact.
Rick did in fact ban people who had not violated the TOS.
Though he later apologized and reinstated them...not speculation but fact.
Yes...Rick did do that...like three months ago...and he did apologize..
I am guessing that 10:02 was referring to the latest apparent pruning though.
Speaking as one who has been banned in the past - if you're unable to get on to the forum because you've been banned, you'll know it. The screen has a message saying "you have been permanently banned from this forum and a block has been issued on your IP address" or something to that effect. If you're just unable to access the forum due to a timeout or something like that, I sincerely doubt you've been banned.
The new boxes in the Silhouette store are really nice today! I love the berry box.
10:51, you guess good :)
Banned or not, I bet the pot stirrers are going to think twice before posting. Score one for PTI.
There is a difference between pot stirring and bringing up legitimate issues. Pot stirring does not do anything to fix the problem.
11:04, what is the difference between BLIND hatred and BLIND devotion?
Neither person can actually see.
I'm here to fix things.
And you?
Bringing up legitimate issues on the forum is not allowed remember?? So ppl have no recourse... Take it to scs...and then get called pot stirrers
11:05 and it's always the same ones who are stirring the pot.
At SCS the poster "smallcity" needs to get her shit straight before she posts lies about PTI. Lie #1..she said she called PTI and they told her..
Lie #2..they told her she had to buy a replacement stamp.
We all know those statements are not true. I have ALWAYS received replacement stamps for lost ones. And, we all know they don't talk to customers.
12:00 - why don't you respond to her at SCS? Does she read this blog?
12:00 If everything you've said is true, and you're right about the response she received from CS I agree that what she did was wrong.
Did you read her email from CS though? I'm thrilled that you've had great a great PTI CS experience. NOT everyone else has. To assume that everyone else has had your experience and if they say otherwise they're lying, seems ... a little naive??
I think you should be prepared to listen, before you're so quick to judge.
pti obsessed, eh?
lol,eh.
Banned or not, I bet the pot stirrers are going to think twice before posting. Score one for PTI.
=====================
You are so WRONG! Score 1 for your ignorance!
12:18 what are you talking about. Smallcity never mentioned an email from CS. She said she ordered once about a year ago. She said there was a piece missing to put on her stamp (???? whatever that could be) and she CALLED. Have you or anyone else been successful in calling PTI?? Have you???
We all know what their policy is on replacement stamps. I have received at least 3 replacements for FREE!. I rest my case.
Anonymous said...
Banned or not, I bet the pot stirrers are going to think twice before posting. Score one for PTI.
=====================
You are so WRONG! Score 1 for your ignorance!
LOL! Are you a pot stirrer? Will you continue to be one on the forum?
My point was, if those that have been vocal on the forum think that they are just going to get pruned every time they open their mouth, I am betting that they will think twice about posting.
No ignorance in that speculation.
I was thinking she was talking baout hte label being missing. I could see them saying that she had to buy a new one since they would never believe that they forgot to pack one vs. someone putting it on crooked and then calling for a new one.
You're right about one thing - I don't open my mouth on the forum about any problems with PTI.
But I also no longer post helpful answers about how to find things on the web site, links to the well-hidden tutorials and other things on NH's blog, etc. PTI's customer service is not my job, and I won't do it any more. I'm sure there are plenty of others who feel the same way.
9:27, i thought the same thing when i read 7:34's response. and 10:14.
rick may not be comfortable posting here as rick but i do every now and then get the sense that he is still among us. the writing style is rick-like. not a smack at all against rick, just an observation.
and btw, I agree with 10:02's message to rick.
I agree. I also don't blame him for posting anon if he does! I have seen people that use their own name get picked apart for no reason. I also don't like the name calling (and that is my own personal opinion so please don't tell me that this isn't the right place for me, yada yada).
13:01, 12:18 here, I suggest that you may have an anger problem.
I think you should feel free to queston Smallcity on any and all of the above on the SCS forum. Is it possible she accidentally used 'called' instead of emailed? Have you indeed been party to the exchange that occurred between her and PTI?
At this time I don't feel that I have enough information to either endorse or judge her.
I was suggesting that you may like to dig a little deeper before there is a legitimate use for so many question marks, capital letters or the word "lie" in your posts. That is all.
Rest well.
I think at some point people decide that PTI just isn't worth their energy. They move on. Omathgoddess anyone?
13:10
13:05, please would you take a moment to define the word 'pot stirrer'. I'd like to know what I should mentally conjur up when this term is used.
You see, one person's terrorist is often another person's freedom fighter.
There are some people that can't post on the forum at all without others thinking they are just trying to cause trouble.
13:32, I pity the close-minded people who think that way.
Ted is gone?
13:23 - cryptic?:)
Why do you say Ted is gone?
I would only believe it if he left quietly. If he has once again picked up his ball for greener pastures, he's done that before.
Rick is really good at gardening.
I was one of the folks who had a problem with my Sunrise IP and posted publicly about it. I do not believe I was disrespectful (Funny? Yes. Disrespectful? No.) and I did not receive any warnings about my posts. Yet, after two days of "connectivity" problems, I finally log into the forum only to discover that I don't have access to the boards or to my PMs (i.e. each time I click through I receive a notice that I am not "authorized" to access those pages). I guess this means I am banned.
13:32 Well that's because it's the same ones who post snarky remarks. It's the reputation they have earned with their own words. Once that impression is made it's very difficult to change it in the readers mind.
Ted is not gone. He started the thread "Sneak Peaks Day 2" and later commented on it. He has been quiet lately, though.
13:18 Called, emailed...that's right. They are so much alike.
I am sorry to hear that you are having trouble 14:13. If you are who I am thinking then I found you to be quite funny! :-)
Try contacting Rick and see what happens. I can imagine that if you are a somewhat new poster this whole thing must be quite disheartening.
13:32 Well that's because it's the same ones who post snarky remarks. It's the reputation they have earned with their own words. Once that impression is made it's very difficult to change it in the readers mind.
I agree. As soon as I see certain poster's names I automatically think that they are going to start something.
14:22
Please, I say it again, if you have a problem with the words Smallcity has chosen to use, do speak to her yourself.
Why are you here? Are we all responsible for her post? I'm not quite understanding why you continue to push this subject on this blog, over and over again.
And yes, I do happen to think that sometimes people use the wrong word when expressing themselves.
I'm comfortable witholding an opinion on this person until I have more information.
So lets agree to disagree.
You seem to hang people before their trial, I'd rather wait until after.
morons
14:51: moron - a medical word that dates back to the early 20th century denoting an adult with a mental age of about 8-12.
If you think that anyone on this blog has a mental disability surely they deserve your compassion, not your condemnation?
I really like the ignore feature on the forum. It helps me to not see people that I know will set me off. I use it for the extremists on both sides of the fence.
Omathgoddess is still around :)
I enjoyed my visit over at Wplus9 today. Really folksy so not for everyone, but I think Dawn has put a good spin on it.
http://www.stampawaywithme.blogspot.ca/2012/08/augustseptember-release-day-2.html
littlemeesy, I hope that your forum issue gets sorted out. I do see that your post about the paperweight was removed. That WAS funny! :-) I am guessing by your low post count (forgive me if I'm wrong) that you are a fairly new poster. I am sorry for your forum issues and for the way that you were treated over the sunrise ip. I hope that everything gets worked out to your satisfaction.
I do like the little scarecrow in the Wplus9 release. It reminds me of the little farmer from SU's farm set. I do like the cards that have been made.
14:41 You are comfortable withholding an opinion until you have more information until it's PTI and then you jump right in and go for the juglar.
hi Omathgoddess! I miss seeing you!
I always go for the jugler. He's the best performer in the whole circus act. ;-p
oops, my mistake. That's juggler, not juglar. ;-p
No one is "jumping" to conclusions about PTI!! They have proven their shitty service again and again...And I cannot fathom why you are even defending them??
Perhaps you are new, and haven't seen email exchanges between Jane as Julie and the customers ( and even Jenn e had her fair share of mistreating people) myself included
Anyways, search SCS going all the way back to 2008 about how people have been mistreated by PTI
Then your rabid defense of then will make a lot less sense
15:22, this is the last time I'm responding to you - this isn't my personal forum and I think our little conversation has had more than its 15 minutes of fame.
I assume you're the same person who has refused to let this issue die from way back at 13 something.
Let me say, slowly and with emphasis, you do not know me. You are assuming that I am guilty by association, you cannot in fact accuse me of ever having gone for PTI's jugular because you don't know that much about me.
Consquently, your accusation is dishonest. Again, you've hung someone without a trial.
Your point is irrelevant because it isn't factual.
One last point I need to make, because it apparently doesn't seem to be obvious to you - I'm not the only person who posts on this blog. There is more than one anonymous.
LOL LOL LOL LOL...I get such a kick outta this place
In my mind, a pot stirrer (in this case) is somebody that posts their point of view about Papertrey's customer service at every opportunity. They are reading every post just waiting for someone to mention even a hint of a problem and then they are all over it.
Sorry, my definition was for 13:28.
Like really, if we wanted someone to call us liars we'd just email Julie with a defective product
Or post somethjng on the forum
^^^Sigh.
Which brings us back to why we ARE here :(
OMG, spew alert needed on juglar!!! LOL I'm going to check out Lisa's circus set to see if there is a "juglar" in it.
Thanks for the much needed laugh.
15:21 - I TOTALLY agree with you. I also hope littlemeesy's problem is dealt with promptly and to her satisfaction.
I wish her post was still there. To respond (after being sold a defective product and being offered no recourse on it) so benignly, and with such incredible humor was a masterstroke. It went down in my annuls of greatness.
actually it's jugular.
1710----------hahahahahahahahahahaha
And also...it's moran
^^Moran - did 14:51 really mean to say we are Masai?
^^^then they would have to have assumed that we're all unmarried males.
But with some of the assumptions that people bring along here, that doesn't seem to be in the realm of impossibility.
Is this person on SCS for real?
http://www.splitcoaststampers.com/forums/start-here-f22/activity-director-t558736.html
1802----------yes, why?
I believe moron is spelled moron and not moran
liars
I believe that "moran" is from a classic 2peas hairflip thread.
Also, thank you for pointing out that it is spelled jugular. I didn't know that when I made my juggler reference (snicker).
I am going to sew you (instead of sue) is also a 2Peas reference.
19:00 thanks for bringing that up. It actually has made it to the urban dictionary
http://www.urbandictionary.com/define.php?term=moran
So I learned something new today! Thanks!
Hi 18:53, I hope that one day you will progress to being able to talk in complete sentences!
Have a great evening :)
1915LOL LOLNLOL
Rick, it feels good to be on parole. Thank you.
@16:11 - Thank you for taking the time to get back to me on that one.
Here is the difficulty - and it requires a paradigm shift.
If you discovered that someone wasn't an honest person to deal with, do you think it would be MORE caring or LESS caring to let other people know about your experience?
If you saw someone actually making a transaction with the person who ripped you off, would you be a MORE caring person to go and interrupt the transaction, or a LESS caring person?
Some people have had GENUINELY upsetting experiences with PTI. To write off EVERYONE who expresses a negative opinion about them as merely being a "pot stirrer" is not really fair.
I know that not everyone who brings things up on the PTI forum is doing it out of a great sense of love for the people on the forum, but because I can't see into anyone's head I don't think we can assume that EVERYONE who brings these things up over and over is a "pot stirrer", doing it for the sheer heck of it.
Please take a moment (if you have the time) to go back and have a look at some of the comments posted on this blog today. You'll notice that not all smackers are rabid, and not everyone who is pro PTI is an angel.
I questioned you on your definition to discover if you give the naysayers any leeway. I think you do, I'm just saying that there may be more behind their vinegar than just needing to spew aimlessly and destroy the repose of the forum.
They may belong to the 'wounded' who won't simply go away.
And really, should we expect them to?
@ 21:48 - littlemeesy, I can't believe that Rick actually knows who you are and we're all still in the dark.
Well. I guess you'll have to just remain an enigmatic hero to the rest of us!
On the SCS frustrated with papertrey threat, Cindy Couts sweeping generalizations do more harm than good. I am having trouble believing that the majority of her recent stamp purchase have been defective.
I am mentioning it here because it is not worth getting into on the forum.
I don't take anything Cindy Coutts says seriously from all the posts I've seen from here (both at PTI & SCS). She's the one who was accusing PTI of stealing her idea of a scripture based stamp set. 'Cause yeah, she's the first & only one to have ever come up with that idea. o.0
I saw that Beth Silaika picked her for DT for her Gina K line. I wouldn't trust that woman within 10 feet of representing my business.
I should correct that I don't know that she openly accused PTI, but I do remember she was insinuating that PTI got the idea from her.
And also, make that at least 100 ft. 10 ft would still be way to close. I wouldn't want anyone ever to think she represented me in any way.
She is CRAZY! She did accuse PTI of stealing her ideas...only after she begged to be added to the design team for 6 months straight.
I love, love, love what Lisa Johnson did with her MFT circus set today. She totally sold me on it!!
http://www.poppypaperie.com/poppy_paperie/
[FYI- The PTI "Just the Ticket" die is 1' tall and 7" wide. MFT's Ticket Strip is 0.7" tall and 6" wide. I think I'll be able to use the images from MFT's without any problem on the PTI die.]
I think I would love that circus set even more if they had a zebra stamp, an afro stamp, and a sentiment stamp that said "Polka dot, polka dot, polka dot afro!"
Ok, now who has that song stuck in their head? You're welcome!
5:56, I am sooo out of it. I haven't heard that song. That's what I get for having satellite radio. I am stuck in a time warp; I primarily listen to one channel: "90s on 9." OMG, I have become my parents [ . . . she says as she shakes her fist at the kids walking across her front lawn]. ;)
littlemeesy, I can't stop thinking about the way that you were treated. It really bothers me.
I am also left wondering how many others there are that were treated the exact same way but have just not said anything.
Please tell me not to engage Cindy Coutts. I am reading her post and thinking that this is one case where Julie was probably right to tell her that she will never be happy and that she should shop elsewhere.
Oh Cindy, missed your drama!!
I guess PTI 'stealing' her idea was the unspeakable thing
But she still bought from them after that??
Oh and as a SU demo...she's not allowed to be on any design team
Rules apply to everyone dear...
LittleMeesy, where you the one that Julie said "damaged during use' like a bajillion times in her email?? That was outrageous, you need to post that email in its entirety on SCS!!
No, it wasn't littlemeesy, it was me. Julie told me that my ip was damaged during use 3 times and that a postage refund was unlikely.
Haha! 6:08- it's from the Madagascar 3 movie. Here:
http://www.youtube.com/watch?v=_aELcXyjpts&feature=youtube_gdata_player
I am very sorry that your impression plate was damaged when running it through your machine.
In this case, we do not offer a refund for shipping as the plate was damaged in use. Again, I am very sorry that the impression plate was damaged during use. If you have any additional questions, please do not hesitate to contact me.
These were the 3 references to "damaged during use". This is not the entire email, just the 3 references.
6:41,thanks for sharing the excerpt. I needed a good laugh this morning. ;)
From Cindy-"
The last several orders I placed, the majority of my stamps have been defective."
Wow, this really stood out for me Cindy. I would basically stop ordering if the majority of my stamps were defective. I can understand why you would never be happy if that happened. Basically.
(the basically is another 2Peas reference, sorry. It came from a pole dancing thread where the woman claimed that everyone was basically just jalous (spelling intentional) of her).
Okay, no more 2Peas references from me.
I found it, lol. If you want some entertainment, this woman is basically in love with her first cousin.
http://www.twopeasinabucket.com/mb.asp?cmd=display&thread_id=3103665&pg=1
^^^i remember reading about that girl. Wasn't she a solid gold dancer too!?
I have read the policy, thank you. The problem is, if PTI will not admit that the item is defective until a zillion people have the same problem,they will look for every possible way to blame the customer. In my case, I was told 3 times that it was the fault of my machine. Now I am expecting to get the postage refund because I know that my ip was defective, but why is it necessary to imply that the customer is lying?
6 August 2012 07:00
********
This.
This was my last experience with CS too (on a separate issue). I think PTI need to be upfront with their "certain number of people need to complain before we'll consider you legitimate" clause.
Addressing Rick, have you any idea what it feels like to have a product that isn't working, contact a company (that sends you a note in every order extolling their CS) and to come out at the end of the exchange - still with a defective product feeling like you've been charged with fraud? It isn't very nice.
My trust level also isn't at an all time high.
With any complaints in the forum being shut down, how do I know that you haven't had 1000 complaints about the product, but you're not admitting it to anyone? And every single one of those 1000 people is being told that no one else has contacted CS over the issue? And if you can prune the threads in the stamping forum, can't you just prune Zendesk too?
This blog is no doubt a thorn in PTI's side, but as a customer, it's a life line to me.
I think that the CS response about the return shipping is just a measure to ensure that folks know that if the item is not defective, then shipping will not be reimbursed. Not saying it couldn't be worded better, but we are talking about an item that a LOT of people buy that they have never used before. The impression plate was invented by PTI, and although a lot of companies sell them now, they still end up in the hands of customers that have had no experience using them. And "sometimes" they are damaged by the customer during use.
None of this is to say that the customer should be treated like they are dishonest. I think it could be worded better, but I don't believe that CS is accusing anyone of anything.
I think that this whole thing is PTI's responsibility, and as a company they are trying to do what is right.
Any complaint on the forum lately has been lodged by one or two people, and then followed up and prodded by the same people over and over. An issue will never get resolved by posting on the forum. Nothing gets deleted from Zendesk.
And if there is an issue with a defective product, it is announced on Zendesk in the hopes that if people experience an issue they will find an answer on there.
I am sure CS would be open to suggestions on how to better handle these situations.
Why are directions for using these impression plates not included or in an easy to find place?
None of this is to say that the customer should be treated like they are dishonest. I think it could be worded better, but I don't believe that CS is accusing anyone of anything.
THIS is IMO the problem. Julie is not trying to make people feel dishonest but she is just no good at customer service. Things should be worded better. Always. I have seen people rewrite what she has said and while still saying the same thing, it doesn't make people feel like liars or crooks.
"Dear customer,
I'm sorry to hear about your experience with the sunrise ip. Some people have had issues with their machines calibration while using impression plates. If you have used the suggested sandwich (spell it out) for your machine and you are still not happy with the results, please feel free to return it to us for a refund. If it's determined that the item in question is defective, we will be happy to also refund the postage."
I'm sure that others would even be able to come up with better wording than that. I am not in customer service.
Julie shouldn't be either.
I don't know.
^^ 10:05
Yes. Julie's style of writing is confrontational. Intentional or not, she comes across as always blaming the customer.
I am sure CS would be open to suggestions on how to better handle these situations.
____________________________________
Here's my suggestion- hire somebody that has experience in customer service, lay out the guidelines for them and then give them the authority to make decisions.
Also, have someone that has customer service and writing experience come up with some clear form letters for situations like this. That way, the wording has been carefully thought out ahead of time.
09:55, thank you for responding to me - and for shedding some rays of hope.
I'm 09:57 and I'm three years into PTI. I REALLY, REALLY, REALLY want PTI to get it right at last. I just don't have any history with this company that gives me ANY confidence in CS.
LOVE the product. HATE it if there is a problem.
(And if I was replied to by Rick, I'd like you to know, you are probably the single reason I am not walking away right now. When you talk, PTI looks a whole lot less crooked.)
9:55, I do believe that Julie's customer service tone is not intentional. I have always found Rick to be very helpful and I have had exactly the opposite experience in my exchanges with Julie. Perhaps if Rick is really wanting things to go smoothly he will suggest that Julie leave any dealings with the public and take over all customer service himself.
^^^ please will someone grab me a coffee??
09:55 thank you for responding, I'm 09:37 ...
I think there have been issues that have been solved on the forum.
Littlemeesy went through customer service and was told that she didn't have a problem. It wasn't until she read about it on the forum that she knew that there were defective ip's out there.
And if PTI had done a better job of promoting and updating the Zendesk site, she would have known to go there for answers instead of the forum. If the forum could be used as a channel for customer service issues without the dogpile effect experienced in the past, it might be an option. But experience has shown that sometimes a simple customer service request on the forum turns into a bashing by 5 or 6 of the same forum users.
PTI seems now to be putting forth the effort to use and promote Zendesk as the place to get issues resolved.
Once again, nobody is to blame but PTI. But effort is being put forth to make a change
O.K. bear with me because I think the lack of excitement about Zendesk has a bit of a psychological element to it, and I'm not so good at psychology.
The fact that people bring things up on the forum is usually done in an "am I the only person having x problem" kind of way. Then people say - no you're not, and they move on to CS.
I think a lot of people who contact CS have second guessed themselves already.
With Zendesk, you have to walk into a really clinical environment and go and lodge an official complaint. For some people that's almost aggressive and out of their comfort zone.
I don't like pointing at people on the forum here, but look at Leigh's issue with the alpha dies which she brought up on the forum (with a picture). There was OBVIOUSLY something wrong with the dies, but she still double checked herself before she went ahead and did something about them. To stir up trouble for PTI? No. Her love for the company is obvious.
So why?
That's the 'talk to the forum first' psychology. There are a lot of really DECENT people out there who double check that they aren't making a mountain out of a molehill first. Zendesk doesn't give them that buffer zone.
Littlemeesy found out they admitted there were defective plates HERE
after her back and forth prove it to us with pictures oh yeah that's normal exchange with CS
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