Misleading advertisement, Customer comes second, Great amount of micro management and dishonesty from the CEO of the company
The CD label & cover print didn't go well. Almost all of the 500pcs had marks and spots that obviously weren't in the actual design. We would have had the opportunity to reclaim all of the CD's because of that but we had our deadline and needed to have the CD's right away. After a full go-through, from our end and which took several hours and where we matched good label with good covers, approximately 17% were in such a low quality (with scratches, marks, spots, ink bleeds) that we could not take them and then try go and sell on to our customers – absolutely no chance. We made a reclamation for those ones only, with good pictures and a well detailed description. The DiscRepublic admitted the mistake but didn't want to re-make any CD's. After a few emails the issue was handed to the CEO of the company - to our surprise. After several emails and a deep conversation he didn't want to answer the real issues or what was hindering them from re-making the ones that were bad. He also avoided completely the questions about their marketing where they say ”In the unlikely event that something goes wrong and you receive a defective disc, you will get two new discs back." No answer was given after several times asked. He maid absolute clear that they only think of themselves, without opening the technical aspect at all, and will not print any new CD's to compensate the ones we were missing. The only answer given was basically: "about CD printing, we know better than you". Now, what does that even mean when nothing actual is told! At the end they could only pay back the initial printing cost of those that were not re-sell-able. Now when you think of the overall issue, that money doesn't at all stand against the provisioned profit of the selling of those CD's, nor the new costs we have to make when we have to change a printing company, pay for a new glass master, new posting costs etc.
At the end the CEO tried to make us to make another order, in where he would then cover the loss, in his words. But this order would have to be another 500pcs! Firstly, we will absolutely never order anything from them anymore. Secondly, why would we agree upon a new agreement with them, when they can not handle well the first one to begin with? Thirdly, count it – we would then have more than 400 CD's more than we had budgeted and planned in our business plan to sell initially. It was the 500pcs we needed and ordered, not 900pcs. Fourthly, an order with problems should be handled inside that order, NOT in another order.
We lost several hundreds of euros due to the diminished amount of sell-able products, also the amount paid to the NCB from those CD's as well that will not end up in sale, problems with the overall budget and handling with our label, markings for our accountant and tax officer, and lastly GREAT amount of time and effort. After approx. 3 months of trying to make him understand and think also about the customer – we had no other solution but to settle for the small amount of money that they would give back - the printing costs of the bad products. We were effectively forced into a one sided solution we did not accept, but have no other way to go.
All these facts and issues were told to the CEO – of how we have to work for this issue in so many levels if they would not remake the CD's missing from the original amount. Not one answer was provided for those concerns. He totally avoided the issues of the customer and only concentrated on their own end. And for that end he never gave a reasonable answer or reason why would it be impossible to honor the agreement / order and also honor their own dedication sentences they proclaim in their advertising.
We advice you to go around and find another company which will appreciate your business and actually wants to make absolutely sure that you're coming back.
DiscRepublic is rated 1.0 based on
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