nksyoon
Well-known
I made a book of Cuban photos to go with my exhibition. Softcovers were fine. I ordered a hardcover proof. I was satisfied with that too except the dust jacket was badly folded resulting in the cover image being off-center. I asked if it was possible to be more careful of the folding in future.
"I would like to order more hardcovers but am worried about this issue recurring - can you assure me that this problem won't happen again? If I make another order, is it possible to have the order checked before shipping?"
Their response?
"We improve quality checks as much as possible and when we can, while striving to maintain book prices for our customers. Our goal is to make book publishing easy and available to everyone, and therefore, it is important to keep costs as affordable as possible. To that end, we are subject to manufacturing defects, just like any other manufacturer. We readily accept all responsibility for the costs associated with returning the book, reprinting it, and reshipping the reprinted book back to you. We cannot, however, accept responsibility for any costs associated with your intended use of the book."
Foolishly I ordered 10 more hardcovers to be sold at my exhibition. They arrived today - all 10 have off-center images - so much for their QC.
What's their response this time?
"In regards to bad folds, I do see there is a slight variation and that a few are more off-center than others. The dust jackets are individually and manually folded by an individual and it is likely, that this will never be 100% perfect.
We do want you to be happy with your books and can meet you half way on getting some new copies. I have issued you a coupon for $152 towards the cost of purchasing some new copies. I may suggest possibly putting some text on the spine as this may help make the fold more aligned and precise."
Their coupon is less than half of the order value.
CRAP!
"I would like to order more hardcovers but am worried about this issue recurring - can you assure me that this problem won't happen again? If I make another order, is it possible to have the order checked before shipping?"
Their response?
"We improve quality checks as much as possible and when we can, while striving to maintain book prices for our customers. Our goal is to make book publishing easy and available to everyone, and therefore, it is important to keep costs as affordable as possible. To that end, we are subject to manufacturing defects, just like any other manufacturer. We readily accept all responsibility for the costs associated with returning the book, reprinting it, and reshipping the reprinted book back to you. We cannot, however, accept responsibility for any costs associated with your intended use of the book."
Foolishly I ordered 10 more hardcovers to be sold at my exhibition. They arrived today - all 10 have off-center images - so much for their QC.
What's their response this time?
"In regards to bad folds, I do see there is a slight variation and that a few are more off-center than others. The dust jackets are individually and manually folded by an individual and it is likely, that this will never be 100% perfect.
We do want you to be happy with your books and can meet you half way on getting some new copies. I have issued you a coupon for $152 towards the cost of purchasing some new copies. I may suggest possibly putting some text on the spine as this may help make the fold more aligned and precise."
Their coupon is less than half of the order value.
CRAP!
