FastColorPrinter.com
Complaint 6442 Details

Complaint Description:
I found fastcolorprinter.com -( Fast Color Printer, Inc. 2390 26th Ave N St. Petersburg, FL 33713) in an online search seeking two sided color postcard printing. I submitted payment in consideration 4 separate printing jobs On May 20 2011, using a Chase Visa card. Not familiar with the fastcolorprinter.com checkout, I made the purchases ungrouped and before seeing what were described as "free artwork check" for each item. In other words; free digital proofing of resolution, color mode, safe area bleeds and the design itself. Described as: "This service is absolutely FREE and you are under no obligation or order or buy anything from us." I submitted the files as A, B, C, and D. Paid $371 (including s&h) x3 for 5000 6x9" 2 sided color postcards and $340 (including s&h) for 10000 4x6" 2 sided color postcards, for a total of $1453. I approved of A and D, A, being one of the 6x9" 2 sided color postcards and D, being the 2 sided 6x4" color postcard. I did not approve of B, or C, though I had paid $371 each or $742 on the possibility I would approve.

In initial email correspondence and phone conversations I was asked to wait and see the quality of the first two approved purchases being shipped to me before making the decision to reverse funds for the two unapproved postcards.

Fast Color Printer - Alexus to me
show details May 23
Hi O,

I wanted to follow up regarding our conversation this morning. The refund process will take 10 business days through the bank and by then you will probably receive the first 2 orders.
Did you want to wait until you receive the first 2 orders to make a final decision?

I said I was sure I wanted my money back now.

O O to alexus
show details May 23
Hi Alexus,

It's going to take a few weeks for me to see how well it goes. Please run the refund now. 10 days isn't bad. If all goes well I'll be ordering more from you in the near future. Best, -O

I was told getting my money back would take 10 days. Subsequently I was told a penalty of $50 per unapproved art check order would be subtracted from each of the 2 $371 unapproved purchases. That this would be held as a credit towards my next purchase. I argued the policy seemed to be intended for post "free" art check approval cancellation request and that I had not approved either B, or C. Fastcolorprinter.com terms of service:

"Cancellations
Cancelled orders require compensation for incurred costs and related obligations at the time of cancellation. Due to the speed of our turnaround, you may only cancel a job the same business day you place your order. A minimum charge of $35 is applied to jobs cancelled before our evening cutoff time of 6pm. A minimum charge of $50 is applied to jobs cancelled before plating occurs at 8pm. No refunds will be given for orders cancelled after 8pm of the same business day the order was placed."

Given purchases orders are made after an art check is approved, as was explained to me after I mistakenly prepaid, by a sales rep, I felt I was unfairly being penalized for paying before the "free art check". Terms in the cancellation policy such as "incurred costs and related obligations" "due to the speed of turnaround" "jobs cancelled before plating occurs at 8pm" all refer to a post "free art check" purchase approval. I had not approved, my artwork was not introduced to the cue, no incurred costs were imposed on fastcolorprinter.com. Their cancellation policy clearly related to orders payed for and placed post artwork approval. They countered with a $35 per order, or $70 refund penalty, I again asserted this was not a cancellation. the two proofs had not been approved in what was described as a "free atrwork check". Again they offered to hold my money and to credit me towards a future purchase. By this time they had lost me as a customer. I would not have my money held hostage to encourage my patronage. I was told the refund would take 10 days. It's been 2 months.

I filed a case with my bank, they erroneously framed the claim as a duplicate charge and the claim was denied, I've since refilled and the money has been credited by my bank to my account. I have no confidence fastcolorprinter.com will ever refund my money or give my bank accurate information. Fastcolorprinter.com is actively and willfully attempting to defraud me of $742. Fastcolorprinter.com refuses to answer emails regarding the refund.

In one email where I was mistakenly refered to as Olaf:

"Fast Color Printer - Alexus to me, dominantprimate.
show details May 26
Good Afternoon Olaf,

Sorry for the late response. I fully understand where you are coming from and your frustrations.
I checked with my manager and we can lower the fee to $35 per order.
As you understand, I am just following the terms and conditions.

I know you are a new customer and I, also representing Fast Color Printer--do not want to misrepresent who we are and the integrity we carry. Please accept my sincere apologies for any misunderstandings. We do file checks for everyone, absolutely free every time. Even if you approved your proofs, you are not obliged to order at any means. That's why I asked that you wait to view proofs first prior to placing the orders.

I enjoyed assisting you and definitely would want to see you as a returning customer. Going forward, we can refund you and deduct $70 total, or we can use it as a full credit on your next order. Please let me know your decision.

Sincerely,




Alexus
Live Chat with me at http://www.fastcolorprinter.com/order/contact.html
888.828.1561
M-F 10am to 6pm

Ticket Details
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Ticket ID: HTS-948281
Department: Alexus
Priority: High
Status: Open

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Fast Color Printer - Alexus to me
show details May 26
My mistake, O.
I just spoke to a customer named Olaf. Please excuse my mistake. It's been a long day.

Thanks,
Alexus"


I was not asked: "That's why I asked that you wait to view proofs first prior to placing the orders." I was told over the phone that I had mistakenly prepaid after I had done so before viewing the proofs. Mistake indeed.

Someone at fastcolorprinter.com, a manager, didn't like my interpretation of their cancellation policy: charging a customer with $50, or even $35 penalties for an unapproved art check order is predatory and an abuse of a return policy described in post artwork check terms. They then took the sophomoric position that I should lose all money, $742 for two unapproved, unprinted, unsent orders. Shame on fastcolorprinter.com. No integrity. Poisonous snakes in an industry that has served me well for 25 years.