UPDATE 30/10/14: PrinterPix has requested that I supply you with their new email address firstname.lastname@example.org which is “new social-media-specific account which is monitored daily by a team of 3 who will be responding the same day to anyone who contacts them”…
UPDATE 17/11/11: I have just been phoned by PrinterPix and asked to remove my original posting which I refuse to do as it is my right express my experiences through my blog…
May I remind all readers that if you have problems or complaints, please direct them to PrinterPix directly and don’t comment on this (or the other) post if you expect to receive help from them – they’ve asked for people to get in touch with them through correct channels. I recommend emailing them directly using both of the following two email addresses:
email@example.com and firstname.lastname@example.org AND I suggest cc’ing Groupon in email@example.com. Thanks and thanks for reading…
A quick follow up post since my last post on the subject, (DO NOT buy PrinterPix Groupon Vouchers for Leather Bound Photobooks – RIPOFF!) which seems to have attracted quite a lot of internet interest from other disgruntled PrinterPix/Groupon users…
Printerpix eventually got in touch with me – probably because I sent them the link to my blog and they saw how popular it’s been (and how unpopular they’ve been!) and they reprinted my book and I received it about 10 days later… Looks fine, all the original problems were fixed but they sent me two copies which seems a bit of a waste (I’m not going to bother sending both to my friend, it will cost me enough just to send one…) To their credit, they offered me a free book or printed canvas which I declined, not having need for either.
I’m glad to finally have the book (considering I ordered it at the end of August/beginning of September, and it is now midway through November) but the main thing that I’m still a bothered by is that all I kept getting, over and over, was the bog standard “we’re sorry for the inconvenience” response from them, and no real acceptance of the problem and that they have a major issue on their hands!
Here are a few of the comments my previous blog post received from others who have also experienced bad service from PrinterPix:
“After spending literally hours on your website this weekend organising my photos for a photo book that I purchased off Groupon, when I went to check out, the photo book wouldn’t appear in my basket. I tried multiple browsers and followed all the instructions on your help page to no avail. Today I called up an 0800 number which I assumed would be free, only to be notified that I would be charged 7p per minute, and then [their] automated telephone answering service informed me that my call would be answered in 21 minutes, all the while being reminded how important customer service is to you and how important my call is. I do not have 21 minutes to wait for you to answer my call.”
“I am too finding it hard to call you, as no one answers your phones! I am trying to finish my Groupon order with you but having issues. Today is the dead line and I need to sort this. Your answer phone says it is 0 mins till someone answers your call…. and still holding 30 mins now???? What type of business are you running here?”
“Argh my voucher expires today i have spent all week working on a book for my nana and now i can’t purchase i am getting very frustrated…”
“Surely Printerpix need to get their act together and realise that such bad customer service only gives them a bad name. All they do is stend silly sorry emails and it is frustrating. I do alot of photography and am always using photobook websites and printerpix is by farthe worst service I have received. I will never use them again after this because they just do not seem to realise how important photos can be for someone!”
“With all these problems everyone is having it seems strange that PrinterPix are running the same offer on Groupon again. Are they more interested in getting orders than dealing with the ones they have!… Once bitten, twice shy!”
“I have waited 40 days for my leather bound photo books 5 phone calls and 6 unreplied emails later I am still waiting.”
“DO NOT ORDER FROM PRINTERPIX I have had a similar experience of a badly printed book and very poor customer service! I have over 10 years experience as a Graphic Designer and have never seen any digital print as bad as the book I received. Somehow they have turned all my pictures green! I have tried contacting customer services by email and phone but always get empty promises by phone and no replies to my emails.”
“I’ve just tried calling again and the current wait time for customer service is 51 minutes. Still no response to original enquiry or follow-up e-mail. I’m really appalled by the behaviour of this company.”
“I tried on three seperate occasions to redeam my groupon voucher with printerpix. Each time I went throught the entire process of placing pictures and writing captions. Unfortunately each attempt ended in failure with printerpix accepting the voucher but making no reduction.”
With all these sorts of comments, how is PrinterPix NOT doing more to create a better customer service experience?