rasmusvn's collection

[rasmusvn]

So we are going to replace your Citadel and Mirror's Edge works, and arrange for a pick-up of the old ones.

[SwiftDeath]

Originally Posted by rasmusvn

So we are going to replace your Citadel and Mirror's Edge works, and arrange for a pick-up of the old ones.

Wow that is simply amazing customer service

Ubistore if you're something how perusing random threads on CE.org, pay attention!

Awesome Ras

Very happy for you

[rasmusvn]

So. First of. Bear in mind that I'm strange when it comes to "damaged" items.

Apparently, C&B couldn't see these white dots, small as they are.













End result. A mix of refund + prints only. That's pretty decent, but they couldn't see the dots?

Also. Should the back of a piece really look like this (the dibond)? You don't see it when it's hanging on the wall, but that's not the point I'm trying to make.

[SwiftDeath]

Ah so those are the white dots you were going on about

Yeah seems fairly noticeable in some of the pics

Backing seems like it was handled with less care then I'd have thought

[blingaling]

Originally Posted by rasmusvn

Should the back of a piece really look like this (the dibond)? You don't see it when it's hanging on the wall, but that's not the point I'm trying to make.

Yow! Do you think that's shipping damage or just straight out of production?

Thank you for posting the pics. It's good to know that customer service picks up where QC may fail.

[rasmusvn]

It's not from shipping. Their boxes would surive anything, well, almost anything.

CS is pretty good, but I still find it hard to believe that they couldn't easily find the dots. As a result I was given a choice:

- Complete refund
- Having the works shipped back

I chose a different route with unframed prints + partial refund.

It just doesn't sit that well with me when I'm told that "we can't do better" (in terms of the quality of the product) or somewhat of a fuss is made about where those small dots are (because they couldn't find them).

I haven't talked to Maarten about the damage to that work. Citadel had a scratch on the back, and that was rectified.

Such scratches etc. should never get past any QC-control.

[rasmusvn]

Last words regarding damage to the back.

The following is a reply to: "Also, something needs to be done about the handling of the back of the dibond: http://collectorsedition.org/forums/...7&postcount=25"

From:
To:
Subject: RE: Journey post on Collectors Ed.
Date: Fri, 12 Jul 2013 20:24:23 +0200


Hi Rasmus,

I agree with you, and we are doing something about the handling of the back of the Dibond works actually. A bit of background (which is private information): we use two suppliers for Dibond mounted works. For Diasec finished works we have a very good fine art company that is careful and precise (and open to criticism from us if they need to improve), and we have another one for the liquid gloss finished work. We have by far the most trouble with that last company and the Dibond panels being handled to roughly are issues usually limited to gloss works.

Problem is, they are the only ones in Europe that can do the liquid gloss finish at a certain scale (plus the precise chemical compound is something of an industry secret) otherwise we would have already switched suppliers. This is also why they are hard for us to manage. Every time we have an issue like the photo you send us, we have an angry conversation, things improve for a while, but somewhere down the line they are bound to slip or screw up again.

One thing we do now is always check the back of all works as well. More importantly what we have decided to do: we found another expert in epoxy and gloss application from the luxury yacht industry and are going to bring production of liquid gloss in house and build our own facility. This will take some time to set-up but we think it should be doable for us to switch this year.

-

So, that is great and all, but why is that the end-users problem/worry? Keep in mind that the pictures showing the damage are less than two months old.

[LowlyAssassin]

I'm no expert but when a company gives you information and states that it is private information
I don't think its your place to release that information into the public

[rasmusvn]

Originally Posted by LowlyAssassin

I'm no expert but when a company gives you information and states that it is private information
I don't think its your place to release that information into the public

Well, that's too bad.

[LowlyAssassin]

Originally Posted by rasmusvn

Well, that's too bad.

It could prove bad in future communication between you and that company