- Satisfaction Guarantee
Keith Klingenberg, owner of Maximage Printers (maximage.net) issues his personal guarantee to every customer: "If you are not satisfied with the quality of the product we custom manufacture for you, you will get your job re-printed at no additional cost, or we will refund the money you paid us."
Has Klingenberg ever had to "make good" on his personal guarantee to a customer?
Of course he has . . . because human error does seomtimes occur . . . Even among our well trained and experienced crew members.
Owner Klingenberg freely admits he is a human, and has made mistakes. Frankly, it is silly to say one has never made a mistake.
That said, maximage.net takes electronic files submitted by clients. We send clients a proof on those files . . . And once the client approves the proof, maximage.net guarantee of satisfaction extends ONLY to the quanlity of the printing on the final product.
If a customer sends us a file with a typo in it, we cannot be held responsible for that situation.
If a customer has our graphic designer create the electronic files to print a project . . . We will send a proof which has a clear statement of transfer of responsibility. The customer approving the proof assumes responsibility for typo's at that point . . . refer to the above admission that we have humans subject to human error on our staff.
Proofs are sent via e-mail and it is up to the customer to read and proof CAREFULLY. To our customers: Please do not simply take a quick look at the layout and balance of the piece being proofed! Please read every word carefully, looking for a typo or mistake. Have someone else in your office proofread the proof you are "too close" to it.
The biggest problem area: Business cards. No spell checker can determine if an e-mail address is correct . . . all e-mails show up as misspellings on spell checker. Phone numbers are the same in that spell checker software doesn't spell check numbers.
Remember: the human brain can fool you when proof reading and convince you that what you see on the proof is firstname.lastname@example.org instead of email@example.com. Obviously one transposition of letters means no one will be able to e-mail you correctly, and you won't be happy if your e-mail is incorrect on your business cards.
Maximage.net takes orders from all over the USA. Once a customer approves a proof, they assume full liability and agree to pay to have the product re-printed, if they approve a proof with a typo or other mistake on the piece.