As you can see on my blog, I’m a huge Papertrey Ink stamp user and it makes up the most stamps in my stash. Unfortunately, I believe that is about to change. It’s utterly disappointing to have a company you like for their products, whether it is stamps, or dishwashing liquid, or anti-wrinkle cream.. and then you find out they apparently appreciate money so much they don’t even bother about customer service; there is no customer, only money, and there is no service, end of.
Before anyone wants to cry “smack!”, I’m telling you this is just my personal review of this company and I will cover the good points, however few they are. I am a member of their company’s forum and have made many good friends there; some I even met up for a meal or a drink with when they visit Singapore for vacations. If you want to read this personal review of my experiences shopping with PTI…
I love the modern fonts and clean styles of most of PTI’s products, like for example images in Modern Basics and Background Basics: Diamond… Fonts from Asian Fusion and the newly-released Beautiful Butterflies. However..
I always believe good customer service is imperative and probably the core for a company to retain it’s business and now the lack of good CS from PTI is causing it to lose loyal customers such as myself.
PTI basically has 2 people in-charge of CS and yet they have no power or authority within the company to immediately handle your problems. Every email reply takes 3 days to get to when they had 1 CS person, and now with 2 of them, it’s still 3 days.
My personal run-ins with CS was when I received cardstock with corners so bent that I would have to trim them off and generally not be able to use 1 piece for 2 A2 cards: I had to go back-and-forth 3 days in between waiting for replies from a CS personale who tells me after 2 emails she will need to pass the email along to Julie (one of PTI’s owners) and then she had to have me take photos of the damage. All this emailing took around two weeks, and I even had to ask if they have sent it out a week later. Took around 1.5 months to get the cardstock problem settled. Why does this CS officer have no power to get my CS problems fixed and has to go to the head honcho?
Then, they forgot to put something in my order, those Vintage tea dye ink things, and once again I had to tell the CS lady, who couldn’t do anything, and had to pass this info on to Julie (+ few days waiting time), who then said she will send it out. A month passes and nothing arrives so I had to email CS again and she passes it back to Julie (+ few days waiting time) who finally mails out my inks. Same problem, why can’t this CS person get my problems fixed and has to ask the boss? Maybe we should just email the boss, right?
This is the last time I hope I will have a run-in with PTI (unless something goes wrong in my current orders being shipped already): I emailed PTI immediately after payment for a release night order in which I forgot to enter the 5% discount code. Yes, silly, me. Around 4-5 business days later, the new CS guy tells me nope, they can’t credit the discount back to me. Now, I’m not saying PTI has to give it back to me, after all it *is* my fault I forgot to enter it. But the funny thing is every other company I have shopped with and forgot to enter a coupon with would credit me back, whether with a direct refund or shop credit. Once, I received an email from a company writing that there was free express shipping if you bought over $100 worth of their products. The problem was that it wasn’t mentioned anywhere on the email or their site if this offer is extended to internationals, so I spoke to livechat (yes they have a CS personale there on chat 24/7/365) and they actually checked immediately for me (add 2 mins) and told me, nope, unfortunately that is for US-only, and gave me a 10% off coupon for the disappointment it caused me (add 10 seconds). Problem fixed, they didn’t have to throw me person to person and right up to the CEO to get a stupid refund.
Anyone wants to say it is growing pains? Growing pains does not equate to fail CS, as you can already tell with shopping in handmade stores in Zibbet or Etsy, some of those are run by one person only and they can do this ‘customer service thing’, yet PTI continues to fail and disappoint.
Another point… Didn’t happen to me as I wasn’t a customer then, but PTI still owes stamps to customers who were promised them. After a year. And they made the customers compile their own receipts to prove they had spent enough, how screwed up is that??? Please, stop letting them lead you around by the ear, stop buying from them and stop having them think this is OK. It’s not worth it, it’s your hard-earned money, or hey it was tax refund (from your hard-earned money); you should be spending it somewhere where they value you as a customer and make you feel good shopping there.
PTI also sends out ‘fake’ shipping notices, but take days and for some customers, weeks to get those parcels out. Stop lying to people and letting them believe their package has left the warehouse!
And goodness me, I can go on and on about their new website, which was put out too early without being tested… But if you want to check the failure that is the design and how impossible it is to find a set, just go there, I don’t need to explain.
This is a first anniversary of theirs for which I was around to bear witness to (yep, only started stamping/cardmaking in March/April 2011) and I believe it will be the last. I do like Nichole Heady’s designs and how their DT makes everything look good, but there are other companies out there who won’t just treat me like they only want my money, not my loyalty, and it will be those that will be getting my craft dollars. Or I might just only buy secondhand sets so I never have to deal with PTI as a company ;D.. Think that’s a pretty sound idea!