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Direct Mail: Printer Made Mistake, what do you think is fair?

Discussion in 'Business Operations' started by Flow Control, Dec 5, 2008.

  1. Flow Control

    Flow Control LawnSite Bronze Member
    Messages: 1,267

    In a nut shell. I spent a lot of money on direct mail this year with a company that I have done business with for a number of years.

    I did a large mailer this fall broken down into 3 sections, the printer printed the wrong mailer on one of the sections and I let them know asap after I picked up the first bunch for drop off. At that time they told me to go ahead a drop off at the scheduled time the next day since they did not have enough time to reprint. They did reprint the other two sections of the project. The misprint received 1/10th the response as the other two sections that they reprinted. I had to prepay postage.

    What do you think is fair to both parties. I am not looking to stick anyone I am just looking to do what is right. Since I prepaid postage, per their requirements. I got billed the printing cost (they billed for everything including the misprints) I sent in payment minus my cost on postage and printing costs associated with the misprints. Am I wrong? I talked to the lady that handled my project and she apologized but the owner called back and I am sure he is going to argue my payment.
  2. Green Pastures

    Green Pastures LawnSite Silver Member
    Messages: 2,457

    Talk personally to the owner of the printing company.

    I'm positive you two can settle this like men.

    All you'll get here are opinions that do not matter in your world.
  3. Turfdoctor1

    Turfdoctor1 LawnSite Senior Member
    Messages: 707

    You are very much in the right.

    if it was not an editing error, simply a printing error, they should stand behind their product. I think you did the right thing, and I would bet you would win in court.
  4. Tadams

    Tadams LawnSite Senior Member
    Messages: 787

    Did I understand correctly that you went ahead and mailed them out with the wrong info on them? If you did, they may have you over a barrel there. Did you get a proof before any work was done?
  5. Flow Control

    Flow Control LawnSite Bronze Member
    Messages: 1,267

    I mailed them per the printers instructions since they had a scheduled drop off date and time (2hr window). The printer told me if the drop off was missed the postage was wasted anyway. No proof was submitted or approved. I had another mailing 10 days prior without a problem. Keep in mind that I have been dealing with them for 5 years. I have spent almost $43,000 with this company from October 1st 2007 - Oct 8th 2008. I am not new to direct mail and how it works, they just made a major mistake this time.
  6. Tadams

    Tadams LawnSite Senior Member
    Messages: 787

    If that's the case then they should take care of the charges 100%.

    DLAWNS LawnSite Fanatic
    Messages: 5,780

    I think that with the kind of money that you spent with them and with hard economic times, I would think that they would do everything possible to fix this problem and rightfully so.
  8. brandtb1

    brandtb1 LawnSite Member
    Messages: 153

    They should eat the charge for that mailing, or offer you a replacement for free. If it is very expensive, they should have insurance that covers their mistakes. The amount of business that you do with them, they should take care of it for you.
  9. capnsac

    capnsac LawnSite Senior Member
    Messages: 702

    how did this end up?
  10. zimmatic

    zimmatic LawnSite Senior Member
    Messages: 416

    If you had "proofs" designed and signed off on, then its there fault. If you have a good relationship with them, offer them an olive branch of which they credit you back for 70% of the charges, since they did incure some cost for production. However, if the company decideds not to play nice, take the business elsewhere and let them know why you are leaving. Nothing is worse than losing a client and not knowing exactly why, I always ask and then learn from that.

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