Just want to let you all know about a situation I encountered last week.
We have used Matthews International out of Pittsburgh, PA for our bronze plaques and acid etched plates for some time now.
We did an acid etched aluminum plate job for a customer recently.
The order was for 30 - 1/8" thick plates with the company name and logo.
We submitted artwork to Matthews as always they faxed back a proof for approval which the customer signed off on.
When the order arrived I called my customer, who picked up the order, said they looked great and left.
Got a phone call about an hour later from the customer saying that the plates were missing a straight line that was to be in between 2 lines of copy.
It was on the original art that we submitted to Matthews but was missing on the proof that was ok'd for production by my customer.
I told my customer that I would see what I could do, but since she signed off on the layout that I thought that the best Matthew's might do for her would be to remake the order at a discount (I wasn't even sure of that)
Any way to make a long story longer, I called my Matthew's rep. and explained it all to him. He said he would see what he could do, but "the customer did approve the layout that was produced".
He called me today and told me that even though the customer signed off on the layout, that it was their (Matthew's) fault and they would remake the job AT NO COST!
This is not the first time they have gone above and beyond what they were obligated to do.
This is a great example of a supplier going out of its way to keep a customer happy.
I highly reccomend them as a supplier if anyone out there is need of cast bronze or etched products
Sorry this is so long. ;-)
Greg "Nothing is really work unless you would rather be doing something else." |
