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2.7

We have been a customer of staples for many years - both supplies and major printing. We were very pleased with their service until about 2 years ago. Supplies are okay, printing is now a disaster.

We put on corporate workshops and were relying on them for the printing of manuals, etc. About 2 years ago they started making mistakes on the jobs, requiring reprints. The problem locally (smaller jobs) was from inexperienced people. The bigger jobs go to a central facility and they used to be excellent, but not anymore. I have had to correct major problems 3 times in the last year.

The "coup de gras" was the last job the end of September. To sum up the problems: (1) Could not locate my account manager - they seem to change them every couple of months and I was no longer notified of who and at what telephone number I should call. (2) I finally located her (Charlene Dowell) across the country and she seemed competent. We went over the job in detail and the problems that had occurred several times this year. She assured me I would have it all correct on the date specified. It didn't arrive and then the third problem occurred. (3) She is located 3 hours later than me and no one answered the phone. I called several other central numbers and no one could help me. I then contacted my local store and they were helpful. They checked with the central print facility and could not locate the job. I asked for the facility number and was told only employees can contract them. (4) The next day, before I could find another printer to do the job in time, it showed up a day late. I was relieved. (5) That was until we started to put the books together. There were numerous problems - they had put slip sheets every 2 to 8 pages (rather than after the sections). This caused blank pages to occur frequently, and the last page of a previous section to print as the first page of the next section. This was Friday afternoon and we had the workshop on Monday morning. There was no one we could contact in Staples to fix the problem. We had to bring help in over the weekend and spend many hours reprinting the bad pages, as well as creating a lot stress while finishing up preparation for the workshop. (6) I sent Charlene an email telling her of the all the problems and never got any response back, much less a refund of the money they charged me for the job.

We can't afford Staples as a print vendor anymore. Their service could ruin our business.

Location: 121 Bernal Rd, San Jose, CA 95119, USA

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