Hi all, I'm a somewhat new employee at sense - mainly for customer services. I've been on phones and emails (
[email protected]) since the latter end of July/early August.
Unless you phone up 12-1ish you won't get John anymore unless you ask for him. He is involved in almost all areas of the company and often takes it personally when someone says something negative about the company, leading to some customers feeling what's found in this and other forums. It is a shame that it happens but that will be in the past now.
Of course I can't promise that I can solve all issues to what would be an outcome you would like, I still work under the same guidelines after all. I just won't lose my temper or put the phone down without properly ending the conversation and if I say I'll get back to you I'll do so as promptly as possible.
If a problem comes from our end, we will either send out a reprint as quickly as possible or give a refund (minus 2.5% bankers charge), if the samples we hold don't show the problem it would require a full return of the product (if you used some, we can't know what the quality of those was like and have to assume they're the same as the rest) for inspection before action could be taken. However if it's from your end (little other than artwork problems) then there's nothing we can do.
As long as you have artwork which goes via our websites specifications - artwork supplied as RGB losing colours when converted to CMYK or black not being 30% cyan and 100% keyline (especially noticable with letterheads) are the most frequent problem since I've been here. If you also accept the 3-5 working day turnaround (from artwork approval) problems should be few and far between.
If you have any questions or even suggestions on what could be improved I'd be happy to take a look - email to the address above would be the most definite way to get through.
