AdvantageDigitalMedia.co.uk reviews

Hi Martin,

I am sorry to hear that UKMail had failed to deliver the print to you on time. We have raised a complaint with UKMail who can take up to 28 days to respond to complaints as they need to investigate . We will, of course, let you have their explanation as soon as we receive it.

AdvantageDigitalMedia follow a ISO 9002 "Non Conformance" procedure in the event that we receive a complaint. We initially attempt to get the delivery to you and then we investigate how and why the issue has occurred with a full explanation given to the customer once our investigation is complete. As you will appreciate UKMail were slow in coming back to us and so we were delayed in coming back to you.

AdvantageDigitalMedia work very, very hard to get quality printed matter to our customers on time, every time. Unfortunately our carriers occasionally "fail to deliver" this leaves us in a situation where we have done everything possible to ensure your print despatched in perfect condition and in a timely fashion only for the package to be delayed by UKMail....leaving both ADM and our customer disappointed.

Our Works Manager Raymond Halms had attempted to contact you earlier today by telephone to discuss the issue related to this order and to see if we could make a claim on UKMails Terms of Service so that we could offer a full or partial refund on the order, unfortunately he could not speak with you so left a message.

We appreciate any order a customer places with us is important, thats why you order from ADM a industry leader in fast quality printing.

You are welcome to contact Raymond on 08452 570575 to discuss a resolution to this.

Kind Regards

Darren Weavers (Web Sales Manager)

Hi Raquel,

First of all we'd like to thank you for bringing this issue to our attention. We pride ourselves on not only being one of the fastest in the industry but also on our quality control and finished product standards. We don't believe that a "quick" product should sacrifice quality. Every single product that goes through the building is quality checked in line with our ISO 9001:14001 accreditation. On this occasion it appears a small portion of your business cards weren't trimmed to our usual high standards.

As a result of this, we will happily re-print the full quantity of 250 business cards and despatch these to you tonight, you should receive them Monday. We are confident that you will be completely happy with this new batch.

We'd like to thank you once again for bringing this issue to our attention and hope that you are happy with the resolve.

Ray Halms
Works Manager
care@advantagemedia.co.uk

Hi Joanna,

Thanks for your fantastic comments. We appreciate all our customers feedback.

Look forward to welcoming you back soon.

Regards

Darren Weavers
(Web Sales Manager)

Hi Dan,

Thanks for raising this with us, as a long standing customer of ours I'm sure you're aware incidents like this are rare and we strive to resolve them to our customers satisfaction. Complaints are taken very seriously and dealt with in line with our ISO 9001:2008 Quality Management Systems Accreditation.

I have investigated your query and have found that you placed your order on Thursday April 19th at 11:30am, and paid an extra fee to take advantage of our Deadline Stretch service which would upgrade your order to a Friday delivery instead of the Monday. After receiving your order we printed, packed and despatched it within 5 hours on a Next Day service meaning it was due for delivery on Friday 20th, as requested. Unfortunately UKMail held the parcel due to an address query, of which they failed to notify us of until Monday 23rd. After finding this out we upgraded your order to a Same Day delivery ensuring it was with you Monday.

In light of UKMail failing to meet the delivery date of Friday and also failing to notify us, we offered you a full refund of monies paid in return for the goods, in line with our terms and conditions. You were unable to return the goods to us and as such unfortunately we are unable to issue a full refund in this case. Due to not receiving your order on the requested date we did offer a refund of the Deadline Stretch fee paid, which you accepted. Unless goods are returned in full they are considered fit for purpose and as such do not qualify for a full refund. If the goods were returned we would have been more than happy to issue a full refund immediately.

We are currently trialling new courier services due to our previous courier not meeting our extremely high standards. We will use rare incidents such as this in our final evaluation of UKMail before deciding whether to work with them in the future.

We hope this response clears up the matter and should you have any further queries please do not hesitate to contact us.

Many thanks,

AdvantageDigitalMedia.co.uk
care@advantagemedia.co.uk

Dear Rebecca,

We have investigated your concerns and have confirmed that there was a discrepancy with your order. I will call you shortly to go through it with you, however it should be noted that is not uncommon for customers to order 2 different styles of work with 1 global design for both, hence why this was not assumed as uncommon by us. We did however speak to you regarding only having 1 design for 2 jobs, and I believe this is where the confusion has been caused.

We will of course correct the issue and look to ensure this does not happen in the future.

I apologise that you were unhappy, rest assured, complaints are dealt with in line with our ISO 9001:2008 Quality Management Systems Accreditation as a matter of priority.

We hope you feel that after us correcting the issue your faith in our service has been restored.

Ray Halms
Production Manager
care@advantagemedia.co.uk