Reply from Alta GraphicsNov 15, 2021
Olga,
As the owner and production manager, I am familiar with your project from inception when you discussed the project with Katey who kept me in the loop regarding your deadline for an event scheduled for October 17.
Over the many weeks that your project was in house, you were advised that there were multiple production constraints that could impact production times that are outside our control. Due to the Covid pandemic, there are shortages of many materials where some material deliveries are more than a month late. Your project delivery was impacted by these material shortages and you were informed on multiple occasions how this could impact production times.
When I spoke to you on the phone and again in your email below, you imply that you were never informed about potential delays and expected a delivery that was not what had been discussed. We have many authors and publishing companies and produced tens of thousands of books during the same period with delays as long as 4 weeks and you are the only client that complained. All other customers understood that Covid has caused supply chain delivery problems that are outside everybody’s control.
Our call logs of incoming calls from you show that you called repeatedly more than once per day the week prior to completion. I know (I spoke to you) that your calls were to insist that we go faster and claiming that you were never informed that there were potential production delays. You repeatedly stated that our invoice and website do not clearly outline the impact of Covid on delivery times. You also complained to me because I stopped production due to a quality issue on October 10th. You insisted that I advise you specifically when it would be resolved. I told you that I did not know but rest assured that the project would be completed properly prior to the event. As we promised, your project was completed on October 12, 2021 five days prior to the event.
Rest assured, we will not display any samples of your book. Best of luck going forward. We are not able to do any future work due to the communication difficulties. I am having Alejandro prepare a link to your final artwork. He will send this in a separate email and it will include all the InDesign files and linked images as well as the production PDF. Please get these files within 90 days from receipt as the links expire.
Respectfully!
John Butler
signature_651470515
NEW ADDRESS
5055 NW 74th Ave, Unit 5 | Miami, FL 33166
305.477.1344 Ext: 125 | Fax: 305.477.0572
[email protected]
From: Olga Echeverri - Lercos
Date: Wednesday, November 3, 2021 at 1:56 PM
To: Alejandro Arribas
Cc: order Customer Service [email protected], John Butler [email protected], Rafael Lamo - Lercos [email protected]
Subject: CESAR ECHEVERRI GIRALDO BOOK 66252
Good afternoon Katey and Alejandro,
I wanted to share with you that we had our book launch event on October 17th as scheduled. Everything went great and we received lots of compliments regarding the book. I wanted to thank you both for being such a great support during the process. You both were very professional and it is greatly appreciated.
Nevertheless, it is a shame that moving forward we will not be recommending Alta Graphics to the many people that asks where the book was printed. We feel that with a simple “thank you for your order” and an explanation of the reason for the delay in production would have been enough to have us as a loyal customer and great promoter of your company. On the contrary, we still do not know the reason I was treated in such a horrible way and yelled at in the worst manner possible. From my part, all interactions with your company were polite and respectful. You can review every email and remember all our conversations over the phone and personally. However, I did not receive the same treatment from the owners.
Please note that your invoice (attached) mentioned 4 business days from proof approval as estimated production time and your website says that 80% of projects are shipped within 48 hours of approval. With that information we planned accordingly. We understand that problems arise and with polite and good communication we would have understood that you could not meet our expectations.
We respectfully request that our book not be displayed in your showroom or given as a sample to potential customers. No copy of our book should be used without our consent.
Finally, we would appreciate it if you could send a final pdf copy of the book.
Thank you again.
Regards,
Olga Echeverri
Lercos Distributors
+1 (877) 300-6939 Ofc
+1 (954) 873-7317 Cell
[email protected]
www.lercos.com
