I had a bad feeling when Blurb Customer Support emailed to say that there was a delay in the printing of the two copies of the photobook of Hannah I was working on in early September (blogged here). The books were originally supposed to had been sent for printing on the 15 Sep, and expected to ship on 23 Sep. Take about 10 days to ship, and it should had arrive on the 3 Oct or whereabouts.
As it turned out, the books were only dispatched on the 1 Oct – a week later than expected. One thing though about Blurb is that great customer support. They promptly bumped the delivery service to FedEx Express, which takes about 3 days normally to ship. The books arrived on Saturday morning but promptly sat in the warehouse for two days – the couriers don’t work on the weekends I guess – before getting delivered to The Rivervale yesterday morning.
And when the books arrived, arrrggghh… there were printing defects scattered throughout both books! @#!!!!!@#!@# Not very pleasing. So, I snapped about a dozen pictures, then shot off an email expressing dissatisfaction to Blurb’s customer support with the photo evidence attached. Take a look at this picture here to see what I mean.
But Blurb’s great customer support got in gear again. A representative replied a couple of hours later, and said they apologized for the printing blemishes, and were redoing the entire order one more time – both books will be reprinted and sent again.
Thing is, this isn’t the first time Blurb has sent my books with defects. The first book I did last year in July had the same ink smudges (blogged here). But both times round, Blurb had the books reprinted and resent.
It’s for this reason that I’ll continue to reuse their service. OK, so the printed books’ quality is clearly a hit or miss thing – but still, their customer support is amazingly responsive and clearly values their customers.:)
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