27 December 2007

Another Customer Service Rant

(I originally posted this at Absolute Write, but decided to repost this here. Two reasons: One, it's been a while since my original post on customer service...and two, to break up the monotony of weekly writing goals posts)

Long ago, I stopped visiting Kinko's because of really bizarre fees they would charge for a person to bring in digital files to print. I could go to other print shops in town and get it done for no additional charge, so why bother spending money I didn't have to.

Somewhere along the line, I decided to go back there, simply because of the 24-hour convenience (so I could stop and get copies made before work). I found out they no longer charged extra to print digital files.

Last Saturday, I went to my regular Kinko's early in the morning to avoid Christmas traffic. I had a Word document I needed to print out for some final hand-edits, and my printer has some issues which makes a 30-page document a pain-in-the-butt to print off at home. So, I went in...everything went quick and I was out with nary a problem.

Today, I was planning to go to the same Kinko's with the updated Word document. Long story short, between some other appointments and post-Christmas price hunting, I ended up near another Kinko's. To avoid making the long drive out of the way, I decided to go in and get the file printed. They took the flash drive and printed it off for me, and then gave me the bill...twice as much as the other Kinko's.

Needless to say, I was a little confused, so asked what the extra charge was for.

Apparently, they do digital files, but if it's not in PDF format, they charge you an extra fee???

When I mentioned the other store had not charged me, the clerk basically stated they were supposed to charge for it, but sometimes clerks didn't, depending on the clerk.

Not to mention, it would have been nice for the clerk to mention there would be an extra fee for printing the Word document, and was I fine with that?

So, unfortunately for them, I think I'll stick with the other print shops, where I've never been charged extra, regardless of the file types I use...the clerks stick to a predetermined system of charges...and the clerks communicate with me any extra fees that may or may not be involved before processing the order.