Disappointing Customer Service UPDATED

[chigirl]

thanks to everyone who replied to my post, I really appreciate your time and your suggestions.
To update everyone, i have heard from the designer (replied to my pm at the shoppe) and the files have now been separated and put on the store server. so any new orders will be the separated files. At least they got the message. I can re-download tonight when i get home from work. As for the other items, customer service offered me a coupon code for their value. Customer service stated that i did not ask for a refund in my original email, so they did not offer one. i did not realize i would have to ask, I would think it was policy to offer a refund for unsatisfactory products.
I am happy to read so posts from so many designers that their elements are separated, good info for my future purchases and sure many others as well.

thanks again.

I'm a much happier digi-scrapper now.

I have read many posting here about great customer service, but I have had a very bad experience with a well known and popular shoppe. Last weekend I spend $20+ on digi goodies (that's a lot for me to spend at one time) and was very excited to unzip and get started creating. However, I was very disappointed to find the alphas and elements in combined files. It was not stated in the kit descriptions that this would be the case. I use a program that does not separate these types of files. So I email customer service at this shoppe explaining what had happened. When I received a reply it stated that many fo their designers combine elements, alpha ect. into one file to save server space and users of Photoshop do not have problems with this type of file. Does this mean I am a second-class digi-scrapper because I do not use Photoshop? Does this mean I should not expect to be able to use the kits I purchased? There was not mention of any compensation or assistance with my problem. So now I have $20 in scrap kits I will never be able to use. I have replied again to customer service but have not heard from them. I have also pm'd the designers also with no response. Is it wrong of me to expect a site that sells quality products to give quality customer service?
Sorry for the venting but this have me really upset. What would you do?

Thanks for reading.

[ljcrochet]

I would try and send an email (or another pm) to the designer. That is crazy.

[mcardall]

I use Photoshop, so I am not sure what you mean. Why can't you use the files? Are they in .png format? Are they all on one sheet and you can't select a piece of it? That seems really strange to me. I would think that the designers would help you out. I would be frustrated, too. Are there any free programs that you can download just to separate the elements? Sorry I'm not much help, but I feel your pain.

[Jennilyn]

That sucks... I think it'd be courteous of them to separate them out for you. What you could do is download a trial if a program that lets you separate like PS or PSP and do it just for those and hope it doesn't happen again.

[nanasdinky]

I am so sorry to hear this has happened to you. I hope they will get back with you and you all can come to an agreement on what to do..$20.00 is a lot to not be able to use and I feel the same way you do Im sure...Good luck...

[cznycstr713]

Maybe you can ask someone that has the same kit and has pjotoshop to cut out the alpha for you, don't know just a thought

[Neverland Scraps]

I sent you a pm sweetie----I hope you are able to get this figured out.
And yes, I would be annoyed if I couldn't seperate them!!

((hugs))

[Melissa Bennett (lissab)]

I would think at the very least they would offer to split them up for you and send them to you. Sorry that happened.

[sweetandsour]

what program do you use that doesn't separate these types of files? Perhaps these scrappers would have some times for you.

[Suzs]

That sucks! It is a pain to seperate them in the program I use so I would be ticked as well. I really hate it when I buy things that aren't seperated, freebies I suck it up and actually use photoshop. I bought an alpha the other day that wasn't seperated (sold just as an alpha and it wasn't particualarly cheap either) and I know I will not be buying another one from that designer again.

[Darcy Baldwin]

I would definitely try to get in contact with the designer, again. Maybe through the store as well as here (if they come here). The designer should split them for you and should put in their descriptions that the file is a single file.

I'd love to say just send it to me and I'll split it for you, but that isn't kosher ;( I'm really sorry.

[MelindaH]

As a flip side, if your program CAN separate it when it's all one file, it can be kind of handy. One thing I find frustrating is going in and using up my memory to click on open, find a letter, open it, go back to open, find another letter, open it, and so on. It just takes forever because I don't have oodles of memory (although I recently learned the trick of holding the CTRL button while I select all the letters I will need ... don't know why I didn't figure that out sooner). With the marquee tool, I can select and drag the letters that I need to the page I'm creating. It's actually kinda snazzy. It also is handy if you want to recolor the alpha ... so that you don't have to do each letter individually.

However, I can see your frustration if the designer isn't able to help you out. I hope you can find a solution! Oh geez, I just re-read your issue to make sure I understood and see the elements are grouped also!! Wow, that IS frustrating. I'm very sorry that they aren't being more accomodating. Good luck with it!

~Melinda

[newfiemountiewife]

That really sucks. I have PS and I detest it when the alphas are all in one piece, and I *can* cut them out. Not everyone has PS for various reasons. I would have expected them to perhaps offer to separate them for you, since it was NOT in the item description.

Sorry that happened you. :(

[chigirl]

thanks all for your comments, I happy to hear you would feel the same as I do and I'm not just being a difficult "customer."

Hopefully, I will get a response from the designers.

[cheltzey]

You might want to try using the GIMP. It's free, so it wouldn't cost you anything, even if you only wanted it to cut out these elements.

Here's the link (I recommend using 2.2.17):
http://gimp-win.sourceforge.net/old.html

Send me a PM if you need help using it to do this. Who knows--you may be a convert and switch over completely!

[Karen B]

If you're willing to split them yourself, GIMP (Gnu Image Manipulation Program) is a free program that you could use to do that. It can be downloaded at gimp.org . It can do almost anything Photoshop can, but you could also just use it to split the files and then delete it if you don't plan to use it again. I'd be happy to write up instructions if you need them (just pm me), but the icons you'd need for that are similar to those used in other programs and you could probably just guess your way through it.

[Karen B]

Too funny, Cheltzy! I'm just a slower typer, I guess!

[brandiwest]

I agree, I think the least they could do it offer to cut it apart for you!! Hope you get it all figured out soon!!

[cheltzey]

Looks like we posted at the same time, Karen!

[dodo]

Very sad that the customer service is so bad i know your pain i am going through something similar right now with a very popular shop as well with some templates i bought that all of a sudden the designer has left the PNG files out of the pack and i didn't notice. 2 times i have PMed one of the shop ladies and in almost 2 weeks i have yet to get even a reply so i figure a couple more weeks and i will name the shop in a complaint here. even if they wanted to tell me to bad it's your fault would be better than just being ignored.
dodo

[hottytoddySummer]

that sucks. most of my alphas are in combined files when I design but I gladly separate them for anyone who emails me.

[3TaterTots]

That is awful! I have PS now, but I didn't use to. The program I used didn't allow you to crop things, and at the time that is all I could afford. It stinks that some designers are not sensitive to that fact. I hope that you get a response. That is just not right.

[drgnldy]

I've posted here about this very same thing from a different angle. I never complained to the store I just put a general post out here asking the designers to just please mention in their product descriptions whether or not the alphas & elements are in separate files. I had made a large purchase too most of which I was unable to use.
A LOT of designers have no idea that there are programs out there that don't cut elements apart or add shadows. Most of the designers are terrific but there are some out there who just don't understand that they are limiting their customer base by not making themselves aware of the limitations of some of the (for lack of a better word) beginner software.
There is just a bit of "photo shop" snobbery in the community. My program is basic & limited but it is also fast, easy & I know it inside & out. I LIKE IT and don't particularly want to change programs. All I want is to be able to tell BEFORE I spend my money that I will be able to use the items I purchase. I don't think that is too much to ask and I hope the designers involved come through for you and cut your purchases apart for you.

[drgnldy]

http://www.digishoptalk.com/boards/showthread.php?t=61663
Here is my previous thread I'm including it because several designers posted that they alway cut their elements apart or that they would be happy to do so & I thought that info might be useful to you. good luck getting this resolved & I would be VERY interested in knowing how it all works out.

[thirtytinytoes]

Ugh that sucks! It is a huge pain to have to separate all the stuff even when I can i would rather have them all come separated. I hope they will do something for you

[AmyK]

I know the whole separating vs. combining elements debate is a hot topic. But I'm with you in believing that it would just be good customer service for a designer to get back to you and help you with the issue. I would also like to see more designers putting in their descriptions whether their elements are combined or not. I am able to separate things, but I hate doing it - in fact, I normally just delete things that are all combined in one file unless I absolutely love it all. :blush

[Kim Higueria]

That is information that definetly should be included in the item's description so you will know before you purchase. I don't combine my alphas, but if a customer e-mailed me with your concerns I would gladly separate and send the individual files to you! I'm sorry you had such a bad experience, some stores are not very helpful when it comes to customer service

[julieitis]

I completely agree that the description should state that the items aren't separated, but for designers that are reading this, I have to say that I prefer having alphas all on one page, so if you don't mind throwing that in, I like it!

[Freckles]

I always cut my letters apart but I never thought of mentioning that in my product description. I will from now on! I'm sorry you had this bad experience, I hope the designer contacts you soon!

[thequeenofquirk]

i will definitely be including this info my kit descriptions from now on. i separate my elements anyway, but i'll let everyone know :)

[Pamela Gibson]

mine are always separate as well, i think its just good courtesy to try and cater to as many programs as possible.

[fazzbech]

I would definitely offer to at least provide them as separated files, and then make sure the designer/s update their shop descriptions. I hope you get a resolution.

[Lindsay Jane]

I hope you get your problem resolved. My alphas and elements are always separate files but I have never stated this in the description....I will be now! :)

[Microferk ~ Miki Ferkul]

Mine are always separated and that is stated in their product description! I'm sorry you weren't able to determine that form the product description, and I hope the designer gets back to you and offers to split them up for you!

[kutnkudly]

I have read many posting here about great customer service, but I have had a very bad experience with a well known and popular shoppe. Last weekend I spend $20+ on digi goodies (that's a lot for me to spend at one time) and was very excited to unzip and get started creating. However, I was very disappointed to find the alphas and elements in combined files. It was not stated in the kit descriptions that this would be the case. I use a program that does not separate these types of files. So I email customer service at this shoppe explaining what had happened. When I received a reply it stated that many fo their designers combine elements, alpha ect. into one file to save server space and users of Photoshop do not have problems with this type of file. Does this mean I am a second-class digi-scrapper because I do not use Photoshop? Does this mean I should not expect to be able to use the kits I purchased? There was not mention of any compensation or assistance with my problem. So now I have $20 in scrap kits I will never be able to use. I have replied again to customer service but have not heard from them. I have also pm'd the designers also with no response. Is it wrong of me to expect a site that sells quality products to give quality customer service?
Sorry for the venting but this have me really upset. What would you do?

Thanks for reading.

What program do you use?

I find that very odd that someone would put all the elements on one sheet, and I know as a designer that there was discussion about alphas on one sheet vs separate, and if you're having a problem, customer service should be taking care of it, and promptly! No, you are not a second class digiscrapper because you don't have Photoshop, not everyone does, and some even have DIP which makes for even more interesting and challenging scrapping for some. I thought everyone had gotten to where elements and alphas were in individual files, but I guess not. I'm sorry this has happened to you, and hope that your problem gets resolved soon.

I would email the designer again, sometimes designers don't get in DST very often, and they would probably get the email first.

HTH

[kutnkudly]

I have read many posting here about great customer service, but I have had a very bad experience with a well known and popular shoppe. Last weekend I spend $20+ on digi goodies (that's a lot for me to spend at one time) and was very excited to unzip and get started creating. However, I was very disappointed to find the alphas and elements in combined files. It was not stated in the kit descriptions that this would be the case. I use a program that does not separate these types of files. So I email customer service at this shoppe explaining what had happened. When I received a reply it stated that many fo their designers combine elements, alpha ect. into one file to save server space and users of Photoshop do not have problems with this type of file. Does this mean I am a second-class digi-scrapper because I do not use Photoshop? Does this mean I should not expect to be able to use the kits I purchased? There was not mention of any compensation or assistance with my problem. So now I have $20 in scrap kits I will never be able to use. I have replied again to customer service but have not heard from them. I have also pm'd the designers also with no response. Is it wrong of me to expect a site that sells quality products to give quality customer service?
Sorry for the venting but this have me really upset. What would you do?

Thanks for reading.

One more note, I'm not sure I understand why they think that combining would save server space, as I would think that putting different shaped elements on one 'sheet' would cause a lot of empty space in between the items that the designer can't 'trim' off, therefore creating a larger file to begin with.....

Just my two cents, but that doesn't make sense to me.

[jdsmom92]

I'm sorry you've had such a bad experience, I think the store should try to help you out, and the designers should be willing to help you. Some of my first kits do have alphas on one sheet, and if any one asked I would gladly go and seperate them, I currently put them seperate and list that in my description. I do still keep brads and eyelets in one file, but I would never hesitate to send a customer new seperate files, I just have never had anyone ask yet. BUT it shouldn't be a problem customer service should be a no-brainer!!

[chigirl]

just bumping....