I contacted Minuteman Press (Dunfermline) to do a unique item for a loved one.
I asked them on the phone about sizes of material and explained the situation, and they told me the largest size they could go.
I independently looked at sizes of material to guage what i needed and the sizing (not something i fully understood) and found it to be a little small.
I asked to print something in B0 and the size given was around A3.
Having found this out I contacted minutemanpress again and spoke with Iain and explained this was a little small. He told me that they dont have the ability to do large prints on card at that size. So as a workaround i asked if we could print bigger on another material. I was told that they can do the size i wanted in poster paper. He also hard sold me that if i took the job elsewhere because its a 1 off the other companies would even care. When giving estimates i asked if i reduced the size from B0 to B1 would this make it cheaper, he said yes and when i said that i was expecting around the price estimated the price went up, not down.
Less than ideal, however it was a solution, so i was keen i asked about art and how to supply it and was given the info (PDF) So i said i would be in contact that week and provide the art for review.
I set about doing the art in the same size as the material agreed (B1) and when complete (a day later) mailed it in as requested, i also added a bunch of questions about lamination and or different materials.
I then continued contact via email. eventually (1 day after emailing it in) i was told it was perfect for printing and the review was complete.
This is when the first communication errors started within Minuteman Press, they said i had already been told the cost and asked if i was ready to proceed. Nicole
10 minutes later - I emailed back to say that i had not been given a fixed quote just an estimate
2 hours later - i received this back for just the poster print in the discussed size. Nicole
7 minutes later - i asked about the other questions i had asked
50 minutes later - i was given a quote of 2-3 days instead of same day printing as previously discussed for poster paper and a cost of £102 + VAT for a banner, no answer about lamination. Iain
10 minutes later - apology as quote was wrong for wrong customer - £47 + VAT. Iain
30 minutes later (4:15PM) - I said ok to the poster paper run and asked how do i pickup my art.
I didnt hear anything in the morning so i contacted minutemanpress to find out when i could go get it.
12:47PM - Hi when will it be done?
1 hour later - 2-3 days no other explanation or information. Nicole
1 hour later - I emailed saying i was confused as this was supposed to be the same day print and that it should be ready - but with these timescales i could order online from another printer.
20 minutes later - They usually can do same day but they ran out of banner material. Nicole.
5 minutes later - I didnt ask for a banner...
30 minutes later - Hey we are running out of time can you tell me if this poster will be done?
30 minutes later - Ah shes gone for the day, but your job is all set for printing in 3 days time :) still want it? Ronnie
40 minutes later - nope. "I think you should look at this entire process as you as a company have left emails for long periods of time and ignored questions as well as make mistakes by not reading responses. In general this has been one of the worst cases of customer service i have ever seen."
3 days later - "
The poster print would have been same day if approved by 1pm. However, the vinyl banner wouldn’t have been same day, but the following day. It was more unfortunate that we had used almost 2 rolls of banner vinyl on other orders for clients on Wednesday and Thursday last week and our supplier for this material had this on back order which was out with our control.
We are a production business and do not monitor emails every minute of the day, our processes are managed and controlled through our bespoke software program which is used throughout the 1000+ Minuteman stores worldwide. We are sorry you felt let down through this process." Iain
1 day later - "I did not order a banner, i never asked for one to be started, i specifically stated to start the poster print and was then caused a delay by your company. If i am right you did not use all of your rolls of poster paper and your supplier would not be needed, which was in your control. What was unfortunate was the poor customer service that lead to your mistake in waiting on material i didn't need. Much as it is your poor customer service that has resulted in an email about how this was out of your hands which is nonsense, and you could easily have seen had you bother to spend more than 5 seconds scanning through emails.
All i need from you is acknowledgement that my art is removed from your system."
15 minutes later -
I’m so glad you got your product in the end. Your email is noted.
We wish you well for the future.
So not only are they useless at customer service but are ignoring a request by a copyright holder to delete material from their systems.
Be warned this company will wreck your print and will not care.
Minuteman Press Intl is rated 1.0 based on
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Executive Boulevard 61