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Customer Service Problems
Your Customer Service Contact form does not work, and phone agents are not helpful.
Details: order from 1/12 arrived defectively. All prints were cropped smaller, mostly on the top and left, despite the fact that I had already cropped them to the proper size for 4x6 prints. Your online preview also showed them all as good fit, without any crop-out area. No worries though, Snapfish had been responsive to emails in the past, and you have a 110% satisfaction guarantee.
However, two emails I sent using the web forms did not get a response in the past 9 days. When I called today, the agent did not find any emails from me. She wanted me to try the refill / refund from again... which I did, both in FireFox and IE7. Upon completion of the form, this is the message:
Your questions and comments have been received - your inquiry reference number is ''. You'll receive a confirmation email shortly..etc, etc.
So the ref# is blank, and no confirmation is sent. Apparently the support form facility is dead - has been so for over a week. OK, I called in again, explaining my original problem and your form bug. The agent told me I would need to send in the bad batch of prints first, before she could do anything about it. I did not accept it: I already waited 9 days extra, spent time helping you identify the non-working customer messaging system,will travel soon and can't wait weeks more for the pix. Besides, it's not your policy. The very form that does not work states if I am not satisfied for whatever reasons, you either redo the order or refund 110%. She insisted I'd have to send it in first, so I asked for a supervisor.
The supervisor at least understood why I was frustrated, but tried to explain the cropping problem away. Well, perhaps I was lucky, the previous orders did not have this problem. But again, it does not matter, I know cropping errors happen (just Google it), and they are fixable - again, that's what your satisfaction policy states. It's not to smart trying to tell an already aggravated customer that he really does not have a problem.
Anyway, finally she said she will try to escalate my claim and I will receive an email response - probably in 3-4 days. My final remark: the Support Form, which does not work, states that email response time is within one business day.
The original quality problem was nothing- things like that happen. But this poor customer service experience will be hard to forget.
FYI, the last call ref. no: 080129-003614
Details: order from 1/12 arrived defectively. All prints were cropped smaller, mostly on the top and left, despite the fact that I had already cropped them to the proper size for 4x6 prints. Your online preview also showed them all as good fit, without any crop-out area. No worries though, Snapfish had been responsive to emails in the past, and you have a 110% satisfaction guarantee.
However, two emails I sent using the web forms did not get a response in the past 9 days. When I called today, the agent did not find any emails from me. She wanted me to try the refill / refund from again... which I did, both in FireFox and IE7. Upon completion of the form, this is the message:
Your questions and comments have been received - your inquiry reference number is ''. You'll receive a confirmation email shortly..etc, etc.
So the ref# is blank, and no confirmation is sent. Apparently the support form facility is dead - has been so for over a week. OK, I called in again, explaining my original problem and your form bug. The agent told me I would need to send in the bad batch of prints first, before she could do anything about it. I did not accept it: I already waited 9 days extra, spent time helping you identify the non-working customer messaging system,will travel soon and can't wait weeks more for the pix. Besides, it's not your policy. The very form that does not work states if I am not satisfied for whatever reasons, you either redo the order or refund 110%. She insisted I'd have to send it in first, so I asked for a supervisor.
The supervisor at least understood why I was frustrated, but tried to explain the cropping problem away. Well, perhaps I was lucky, the previous orders did not have this problem. But again, it does not matter, I know cropping errors happen (just Google it), and they are fixable - again, that's what your satisfaction policy states. It's not to smart trying to tell an already aggravated customer that he really does not have a problem.
Anyway, finally she said she will try to escalate my claim and I will receive an email response - probably in 3-4 days. My final remark: the Support Form, which does not work, states that email response time is within one business day.
The original quality problem was nothing- things like that happen. But this poor customer service experience will be hard to forget.
FYI, the last call ref. no: 080129-003614
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Inappropriate?Hi Zoli,
I'm sorry for the cropping problem with your order and that you had some problems and confusions with our customer support process. We are working to correct the issue with the web form, so that should be resolved soon.
Regarding your order, I've checked it in your account and it should be printing fine. All the typical things we check for aren't causing a problem with your order. Please describe a specific photo and how it is cropped differently than the print preview and then place a few images which didn't print correctly into your cart. This will be the best way for me to check them. Once I can see the images which have a problem I can tell you what's happening and how to fix it. Also, please let me know how many of the images aren't cropped correctly.
Thanks,
Jennifer
1 person says
this solves the problem
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Inappropriate?Hi Jennifer,
Thanks for your response. Yes, I agree with you, there's nothing in the photo files that should cause it, after all I cropped them to the proper dimensions prior to uploading to Snapfish.
I picked 4 samples, copied them to a new album named 'cropped', then use your crop function to indicate the way the prints came out. Then I placed all 8 (4 originals, 4 cropped) into the shopping cart.
I picked these examples as the heads got chopped a bit, which makes the problem more noticable, but these are not the only problem prints. The entire set of 204 is cropped the same way.
Thanks a lot,
Zoli -
Inappropriate?Hi Zoli,
Thanks for showing the issue clearly by creating that album. That was very helpful. I think the order was cut wrong at the plant. When that happens they are usually about 1/8 of an inch off. This looks like the margin of error with your prints. Since it looks like a manual error, it should be resolved with a new order. What I've done then is resubmitted the order at no cost to you. You will get notification when your replacement order ships. Please let me know if this issue is still happening with the replacement order when you receive it.
Let me know if you have any more questions.
Jennifer
2 people say
this solves the problem
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