Printcarrier not answering my calls

[sarah-jones-12]

Hi,

Does anyone on this site order their print through printcarrier? I've got a few orders outstanding which I'm waiting for and the number on the website is down as non existent when I phone it.

Sarah

[Rizzo]

Haven't used them but try 0800 9012952?

Are they any good? Maybe not by what you're saying?

[PCUK]

Hi Sarah
Are you trying from a mobile phone? If so it won't work for the freephone number, it is to be used from a landline only
Our landline numbers are 01530 274152 and 01530 274370 and we are open 9am - 7pm for any queries. You can also email us with any questions: info.uk@printcarrier.com and we'll be happy to help you!
We are very proud to be the cheapest and most successful online printing company in Europe
Louise Firchau
Customer Service Manager UK

Originally Posted by sarah-jones-12

Hi,

Does anyone on this site order their print through printcarrier? I've got a few orders outstanding which I'm waiting for and the number on the website is down as non existent when I phone it.

Sarah

[Carreras]

I have just registered on this forum to warn people away from using Printcarrier as i have had a terrible experience with them.

Back in July, I paid for the express service for my files to be printed within 4 working days and after a week, they still hadnt started printing my file yet. I phoned up to chase them and they promised they'll have it printed and delivered within 2 days (for some reason, they wouldnt dish out for 1 day courier service) but they failed to keep their promise - this happened about 2 or 3 times again. Eventually, they said they couldnt print because of some file upload error so I emailed the file to them instead. After a few more days, I phoned up to check on the status and they said they didnt receive any emails due to some internal server error. Because of all the delays, I had to call off the print job and go with someone else who managed to print my files within 2 hours - Printcarrier failed to meet deadlines set by themselves at least 3 or 4 times.

I spoke to the manager who promised a full refund the following day but a month and a half later, I checked my bank statement and I had still not received a refund. After making phonecalls for a week, I managed to get a refund but they charged me £13 for cancellling the print job.

The customer service they provide is absolutely terrible, you would be lucky if your phonecalls are answered and when they say they'll promise to phone you back, take it with a huge pinch of salt as they never will phone you back. Incidentally, I made a phonecall to them and I managed to connect to the voicemail inbox and there were over 60 messages, the bulk of them were complaints or phonecalls chasing up print jobs.

They are cheap for a reason - the print work is carried is done in Germany, as is the finance work so I've no idea what the people in the UK office do apart from deal (badly) with complaints. Don't be fooled when they apologize, if i got a pound for every apology they made, i'll be a very rich man.

I am absolutely livid at their service, to be absolutely screwed over which made me miss my own deadline and having to pay a cancellation fee? Printcarrier are the biggest joke of a company.

Avoid at all costs.

[greebo2325]

This was a case of misunderstanding and I remember it well.

The files were uploaded for printing, but after you have reviewed the files you have to click on a button that says 'confirm upload'. Once you have clicked the 'confirm' button a message is sent to the print team in Germany and they commence printing.

Here in the UK we can see that files are there, but the customer can alter them at any time until the 'confirm' button has been pressed. This had not been completed by the customer, so the printing did not go ahead as planned.

As the customer said, if there was a problem with our service then of course we would have refunded in full, but as it was an oversight on his behalf we charged the £13.50 cancellation fee as the product was no longer required by the time it was realised the files had not been confirmed.

It is not a common problem as the instructions are in large 36 point type on the final upload screen.

With regards again to contacting us, our office hours are 9 - 5pm, and we often extend this until 7pm during busy periods. Customers do try and call during the evening, hence the answer machine. If during peak times you are unable to reach us then you can email us on info.uk@printcarrier.com and ask for a callback. Emails are always answered with 24 hours on weekdays.

Louise Firchau
Customer Services UK

[Melinda.Jones]

For future reference try:

Full Colour Printing & Design from Stationery-Direct.co.uk

(HIGHLY RECOMMENDED)

[Carreras]

Originally Posted by greebo2325

This was a case of misunderstanding and I remember it well.

The files were uploaded for printing, but after you have reviewed the files you have to click on a button that says 'confirm upload'. Once you have clicked the 'confirm' button a message is sent to the print team in Germany and they commence printing.

Here in the UK we can see that files are there, but the customer can alter them at any time until the 'confirm' button has been pressed. This had not been completed by the customer, so the printing did not go ahead as planned.

As the customer said, if there was a problem with our service then of course we would have refunded in full, but as it was an oversight on his behalf we charged the £13.50 cancellation fee as the product was no longer required by the time it was realised the files had not been confirmed.

It is not a common problem as the instructions are in large 36 point type on the final upload screen.

With regards again to contacting us, our office hours are 9 - 5pm, and we often extend this until 7pm during busy periods. Customers do try and call during the evening, hence the answer machine. If during peak times you are unable to reach us then you can email us on info.uk@printcarrier.com and ask for a callback. Emails are always answered with 24 hours on weekdays.

Louise Firchau
Customer Services UK

Like I said in my post, I had emailed the files to printfile.uk@printcarrier.co.uk but the server on your end (hosted on bounce.argewebhosting.nl) must have had some technical problems because it bounced back a few emails, including the one with the file attachment, which i sent.

Interestingly enough, in the past week I have received a refund for the cancellation fee in the form of a credit note and i assume that this is an admission of liaibility on printcarrier's part but this is meaningless as I would never count on their service again.

I have since spoken to my bank, the office of fair trading and consumer direct to get advice on how to get my money back. £13.50 might not be much money but I find it terribly sad that there's a company out there who are supposed to provide a service but instead they turn you around and screw you over then have the cheek to charge you a cancellation fee after all the hassle that they have caused and to finally refund the charge via a credit note is just taking the piss.

[DCC]

I've used PC for loads of stuff in the past - Some of it great, some of it a bit naff... Delivery times are great (although I think they have a machine down at the moment which has caused huge delays) The most common fault is set-off, and variations in stock. And they don't three knife trim the booklets and magazines, which is very odd. Stick to leaflets and letterheads tho and it good, cheap printing.

[lorriane123]

Totally stunned by the lack of service from this company. We ordered three types of folded leaflets (at the same time), used the same templates for all three types of artwork. Two out of three sets came back folded off center. we filled in the complaint form, sent back 50 copies of each leaflet as requested, confident that it was plain to see that they folded incorrectly.
No such luck. They said "it's your artwork", not our folding. we said "all the artwork is the same, your got one right, please look at it again". They wont.
On further investigation I discover that the UK customer services department is run by someone who's only been there a couple of weeks and is terrified of the German 'head office' who do the print work. The UK office people are not allowed to question the decisions made by the head office people, even if they think that the customer has a valid complaint.
Our samples were not sent to head office. The Uk office takes a PHOTOGRAPH of the sample and e mails it! We went to the expense of returning 100 leaflets only to find that they photographed one of them and e mailed it to someone who probably hasn't even looked at it.
I am so very disappointed that someone can run a business like this.
I was refused the MD's e mail or phone number. I finally got their German HO number with a bit of sleuthing, but their reception had absolutely NO intention of connecting my call to anyone and was very put out out that I had located their number at all.
Thankfully we paid by Visa, I have taken steps to have the funds refunded to my account.
This could all be so simple to sort out, but both the UK customer services department and Printcarrier clients are stonewalled by a company who is happy to take your cash but not be responsible for the quality of the goods they provide.
One word. Rubbish, Don't do it!
Message to Mr. Gunther Makowski - MD of Printcarrier - your PR stunts show you as a caring, responsible business person with a social consience. Your business practices leave a lot to be desired. Have the guts to come forward and answer your complaints!

[eazi2]

I have been printing with printcarrier for some time now, and usually the results have been accepptable.

I have made a complaint before and it turned out to be my fault, so i thought fair enough.

but here we now have a problem. i have printed a lot of bus cards with them, and 2 lot of 500 runs came back cut awful as in full bleed images have a white edge and the printing was not opaque as the black had purple/magenta strips on it, but this colour was decided on by reading their printfiles section.

I have filed their complaints section, which is a complete waste of time. as i asked for a rectification but instead in their infinite wisdom offered a 10% discount. which is no good to anyone, as the print job is wrong, and can not be delivered. but they still want to charge me 90% for absolute rubbish.

on trying to talk to them, the number in this country just say they cant do anything, thats it. it is a total waste of time.

well i have phoned trading standards and they are also covered by Sales of goods act 1979, which they are compelled to provide goods and services without imperfections and to a satisfactory quality. which has not been adhered to.