Customer service

This is an email exchange between myself and "Kate" from e-patches.com. The first contact was through an order-request form on their site where I detailed the number of patches and the design.  The first message was sent on 7/2 and the last from just today (7/18).  Please note that in most of these exchanges she takes 24 hours to reply. My words are in red.

 

 Hi, I was interested in getting a back-patch with my logo. The logo is a black symbol. I'd like it on a 10-inch circular white background, with the image itself being 8.5 inches tall within the circle. If you have a 10-12 inch white oval instead, that would be even better. Image attached. Thanks.

-Al Frank

 (24 hours later)
Hi

Thank You for the email

Could You tell me what shape of the overall patch does it need to be, please? Rectangle?

and how many items?

Hi, I thought I entered the info in the request form.  

I'd like it on a 10-inch circular white background, with the image itself being 8.5 inches tall within the circle. If you have a 10-12 inch white oval instead, that would be even better.

Yes, but how many items would You like?

Just one to start.

 (24 hours later)Hi
12" high oval
Design and setup - free
Price depends on quantity:
quantity: 1, price: $75.61 USD
quantity: 2, price: $47.52 USD per item, total: $95.04 USD
quantity: 3, price: $37.94 USD per item, total: $113.82 USD
quantity: 5, price: $30.05 USD per item, total: $150.25 USD
quotation no: 2A111285
Shipping: - $5 USD
Payment: Paypal (see www.paypal.com )
Please confirm price before design realization. You will need to approve our artwork before production.
It is also required 10% of total value to be pay before design realization.
Items will be dispatched within 10 - 15 working days after received cleared payment.

Can you do a mock-up so I can get an idea of the completed patch?

 (24 hours later)

Yes, before production and after fix some details and 10% deposit I'll send You a visualization.

Sounds good. It may look better on the round background, so I'll need to check.  I'll take 2 patches. What is your paypal payment address?

Ok, so knowing prices how many items would You like?

Kate... please check the earlier emails. I've already told you how many I wanted and requested your paypal address.

ah, yes, I'm sorry for confusion.

summary

quantity: 2, price: $47.52 USD per item, total: $95.04 USD
quotation no: 2A111285

12" high oval
white non-embroidered background
black logo and edges
sewn-on backing
shipping $5

Done. Please keep me updated. Thanks.

 (24 hours later)Thank You for 9.50 USD from Albert Frank's account.
Is it Your shipping addess?

Yes,

2001 S. IH35 #125

Austin, TX. 78741

 (7 days pass)

Kate

What's the progress on my order? Do you have a design jpeg for me to see?

Ah, I'm sorry for delay. It will be ready in 2-3 days
Kind Regards
Kate

I'm looking at your web-page and the way the process is done seems to be different than what we are doing here. On the web-page the steps were: Quote, approve design, then place order.

You asked me to order and send a deposit before I'd see the final design. I'm a bit wary at this point.

 (24 hours later)Hi
Is it correct?

It's a little close on the right side. Do you have it on a circular background for comparison?

It can be moved to left of course.
Regarding circle, then it should be 12 x 12 and will be a bit more expensive

If you reduce the image slightly and move a tad to the left it would be better. Can i see that?

 (24 hours later)How much would You like it smaller? 10x10, 11x11?

Kate, what I meant was to reduce the logo about 1/2 inch within the current sized oval.

 (24 hours later)Hi
There will be much empty place around then. Do You want such?

We seem to be having a communications problem here. Let's just go ahead and cancel the order. My Paypal acct address is amfiii@hotmail.com.

 (24 hours later)Well, just making visualization every time makes a lot of work, therefore my asking.

Please, just refund the 9 dollars.

I made the attached in 3 minutes.

We made Your visualization and can corrected it. Deposit isn't refundable but contain few changes of details
so just to move to left and shape of teh overall patch oval like on Your oval.gif sent 3 min ago?

Yes. If we can take care of this quickly then I will continue with the sale.

(24 HOURS LATER) 
ok, 12" high and more circle shape as on Your oval.gif?
I'm sorry for question, another option is logo in the same size as previous but size of overall oval larger

Kate, we've been talking about this project since July 2nd. I email you and it takes you a day to get back to me. That is not getting things done quickly. This is too much trouble for a patch. Keep the 9 dollars. I will go to another company for the patches,

I'm sorry for trouble, but therefore was all these questions it won't be necessary to make each time brand new design and it is made after changing size

I no longer want the patches from you. Thank you.