Brian Q.

We appreciate any and ALL feedback that can help us improve, and we are tremendously grateful for an opportunity to respond to this customer's complaint. We are also sad to read this customer's negative comments and have taken additional time to walk through the entire scenario which also included listening to recorded conversations. In fairness to the customer, to you, the reader, and to us we are providing a step by step overview of what happened:

1. Customer uploaded a "black" design and fully admits to this. It would be business malpractice to alter or change a customer's artwork without their permission and this customer did NOT ask us to make any changes.
2. Customer selected "White Vinyl" for material to have it printed on (the other option in this situation was to choose "Clear Vinyl"). We print on 30 to 40 different kinds of materials and they're ALL white except in VERY rare instances when the customer contacts us and asks for a different colored material. Customer also chose the size he wanted AND the "exact die cut" option. Our screens display fonts at 16 to 20+ points which makes them VERY readable; click here to see for yourself: https://www.signazon.com/exact-die-cut-decals/.

The following is the summary of the customer's order BEFORE making payment: Note: You cannot see it here, but to the left we displayed the "black design" customer uploaded.

11254893-1
Exact Die-Cut Decal
White Vinyl
H: 24 in. X W: 48 in.
+ Exact Die-Cut

3. Customer asked for a "proof" before paying and placing the order.
4. We sent the customer a proof. The proof showed "black" as clearly as possible. We don't print until a proof is approved.
5. Customer reviewed and "approved" the proof we sent him: 01/15/18 7:38 PM Job reviewed and proof approved. Again, the proof shows a "black design".
6. We printed it exactly as customer designed and customized. We offer 30 to 40 other materials to choose from and they're all white. We print the color the customer provides us. That's how printing works.
7. Customer called in, filed a support claim and we looked into it. Our customer support representative patiently and diplomatically discussed the customer's issue with receiving a black decal. Our resolution, though we were NOT the cause of the problem, was to offer customer a reprint with a 20% discount. That seems fair as the issue was not an error on our part.

We do understand that even though the customer uploaded a black design and then approved a black proof that it is possible to misconstrue a material color to mean that not matter what their artwork color is that it will somehow be printed as white. However, we have THOUSANDS of other customer who've never made this criss-cross mistake. We've experimented over the years with the terms "white vinyl" vs just having it say "vinyl", but the issue is that we also have "clear vinyl" so that solution doesn't work for 99+% of customers because it confuses them. But, we are open to a reasonable and tested way to do it differently. Ultimately, by providing us a "black design" we had NO OTHER choice, but to print it using "black" ink on the customer's selected material. This makes us a wonderful printing partner as we do what you ask us to do.

We are available 11 hours a day via phone, chat and email, and, if after placing an order if a customer calls the entire process stops until we've talked to the customer. In this case the customer did not reach out to us before he placed and paid for his order. Our website is: www.signazon.com and our phone number is: 800-518-1217.