DTF Printing Technology Reviews 31

Reply from DTF Printing Technology

Feb 9, 2022

Hello Ken,

Ilia here, the company director. Thank you for your review. I'm sorry to hear you had a negative experience.

First of all I'd like to say that I completely understand how frustrating it can be to be let down buy a supplier when you have strict deadlines to meet and customers waiting for you to deliver their orders. We do a lot of printing ourselves and any kind of setback can be incredibly stressful. During these moment you need to act quickly and having to deal with a slow customer service is the last thing anyone wants to do.

For full transparency, here is what has transpired today. Ken has received some film he was not happy with. He got in touch with us on whatsapp at 11:09. At 11:51 we were on this case, doing our best to figure out the problem and come up with an optimal solution. Ken sent us a picture over whatsapp to better explain the problem he was experiencing. Because this was a time sensitive problem we immediately dispatched replacement film of 3 different types using a 24 hour courier so that Ken could pick one that works best for him.

Please let me know how this problem could have been handled better so that we could make our customer service not so terrible in the future.

Please allow me to explain why we specifically chose not to offer phone support.

DTF is a relatively new technology and most of the support requests we receive are technical in their nature. Troubleshooting problems frequently involves sending back and forth videos, photos, long URLs and software. This is something that simply can not be done over the phone. In my opinion WhatsApp makes a perfect platform because it allows the customer to quickly snap a picture of their printer for example and instantly share it with our support team.

Incoming WhatsApp messages are often seen by multiple people simultaneously. If a more knowledgeable member of staff recognize the problem, they can offer their solution right there and then. This saves the customer from having to wait on the line while listening to music. Some technical problems take time to resolve. In fact, every now and then we encounter such a puzzling case that we have to go on Google or call an expert ourselves.

We deal with clients all over the world. Sometimes they speak another language. Other times they might be from a different time zone. WhatsApp allows us to quickly translate support requests and write back in another language.

We did offer phone support in the past and quickly realised that it simply was not optimal. Having said that, if you ever need to speak to an actual person simply request a call back or even pop down to Cambridge for a face to face meeting.

I hope this makes sense.

Best regards,
Ilia

Reply from DTF Printing Technology

Feb 12, 2021

Hello Sandro,

Thank you for your review. I'm sorry to hear you've had a negative experience. I've reached out to you via email so that we could resolve this issue. Sadly, packages do get damaged in transit time to time. I'd happily open an insurance claim and either issue a refund for any damaged items or send you free replacement.

Best regards,
Ilia