Their customer service department is trying to tell me that there's a normal trim tolerance on business cards—which I understand. And our copy was clearly to the edge of the "safe zone" they define in their templates, but that doesn't explain why they've trimmed inside that zone or why I'm seeing someone else's cards at the bottom of my own. Or why so many of the cards have ink roller smudges on them.
My only option is a reprint, which I don't really need. They won't refund anything because we've used more than 10% of the cards. Of course we did—they were for CES. So we don't need a whole new batch of cards!
This is the first time I've had a problem with an order from them, and I'm completely frustrated and disappointed by their customer service. Services companies need to understand that to keep customers happy—hell, just to keep customers...period—they need to do the right thing. Particularly if they've screwed up.
This is why I like Apple. This is why I love Disney. This is why Costco and Southwest and a dozen other companies that I do business with get my repeated business—they get customer service. Clearly Overnight Prints does not.
I'm incredibly grateful to Ken for sharing his time with us, and I hope you enjoy listening as much as I enjoyed talking with him. If you want to hear more from Ken, check out his daily Apple news show at macosken.com.
You want to improve the TWiT Network? How about replacing Leo on shows like Windows Weekly where it's obvious he barely pays attention? How about improving the network's professional image by discouraging Leo from eating on the air? How about discouraging Leo's morning zoo antics and getting him back to what he does best—adding color commentary to the latest tech news? There's a theme here...it's all about managing Leo—protecting his enterprise from him. He's excellent at the conversation and commentary. It's time to refocus him on that.
TWiT is about its people. Sure, it's a news and tech information network, but its success is about the people. TWiT's audience doesn't come for breaking news—they come for the interpretation and commentary. The hours of live discussion following Steve Jobs' death may have been TWiT at its finest. It was a circle of friends talking about a man we all revered followed by the voices of your listeners. That's TWiT. That's what your audience wants and expects. Please don't destroy TWiT with delusions of becoming the CNN of tech. We don't want or need breaking news. There are outlets for that. We come for the conversation.
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