Poor customer service and resolution
I have used Ashford colour press for 3 print runs.
I filled out a credit application which they never processed, however I didn't mind paying in full upfront 3 times, despite high cost.
Each time, delivery was later than I was told. However I didn't mind too much as the quality was fab.
3rd order the quality was appalling. 75 books out of 150 were heavily damaged. The company waited 4 days to resolve the issue. The resolution was that they wanted to give me 75 new covers on the same book, which would involve cutting all my margins on every book. The collection was arranged for 3 days before publication day...I was not offered a refund or a new print run. I very much doubt ripping a cover off and making the book physically smaller is going to look professional and I'm stunned that a company who recruited me as a publisher has not offered a refund for production issues such as burn marks, cut issues, spine rips and glue issues. No customer service with a printer has been this poor for me in 3 years.
I was only offered the option of returning the books and having them cut smaller. I was not offered any compensation despite my knowing that these books will not look perfect even when revamped. How can they? It's the same damaged books. And my margins are for my original book size. What rights do I have though? They took payment up front and I have customers waiting. Appalling.