One of the types of frames I offer for my customers who frame magazines, newspapers, comics, etc is called my 'Changeable Frame". The frame has mats (as opposed to my "Value Frame" which doesn't).
I place a foam core sink mat behind the mats and size it for a 4 mil Mylar sleeve that I proved to encapsulate their item.
Included with their frame are instructions and also a link to a page on my site that shows, step-by-step, how to put their item into the frame.
99% of my customers are just fine but about once every year or so I get someone who won't read the instructions. I got this email yesterday.
I am not satisfied with my frame. I gave you exact dimensions of themagazine 8 1/8" x 10 7/8". The recess that you sent to insert the magazine into is 9" x 12" -- way too large. As a result, the magazine slides down to low, is not supported on the sides, and its top edge falls 1/4 inch below the matting. It looks terrible.
As soon as I read it I knew what he had done. When I ship the frame, the Mylar sleeve is placed in the sink mat. The customer has to remove the Mylar sleeve to be able to place their item in the sleeve and insert it into the frame. This customer took the Mylar sleeve out of the frame, put it aside and then placed the magazine directly in the frame..............duh.............. Didn't you see the Mylar sleeve??? You had to take it out of the frame. What did you think it was for. Didn't you read the instructions???????? When I read his email I started laughing and had to restrain myself from responding sarcastically. Here is my response.
I'm sorry to hear about the issue you have but I'm sure we can resolve it quickly.
Included with your frame is a Mylar sleeve. You magazine goes into that sleeve and then is placed into the recess. The recess for the Mylar sleeve is about 9x12. Once the magazine is placed into the sleeve everything will be fine.
Sometimes they are too embarrassed to answer. This customer did respond :
Larry,
Please accept my sincere apology. That worked. I think I must be the kind of person who needs a picture.
So maybe my instruction letter needs to include pictures but 99.9% of my customers are OK. That was my hoot for the day.
I get one more common mistake. I ship the frame with the mask on the acrylic and give clear instructions for removing the mask. If the acrylic is cut from a portion of the 4x8 sheet that doesn't show the label, I stamp the mask with the type, "OP3/P99 UV/NG", etc. At least once a year I get a complaint that the glazing is missing and have to explain to them that that piece of stuff in the frame with the white cover is the acrylic.
Luckily those are about the only complaints I ever get. Once in a while FedEx will damage a frame but not very often. I do about 5K of business with FedEx a year and I think I have had to file a claim only 3 or 4 times in the 5-6 years I have used them. I have a No Questions Asked Money Back Guarantee and in 10 years I have been online I have only had to refund payment once (for an unwanted gift).
Another boring Saturday at home getting closer to supper. To lazy to do anything this afternoon except grumble a bit.
I place a foam core sink mat behind the mats and size it for a 4 mil Mylar sleeve that I proved to encapsulate their item.
Included with their frame are instructions and also a link to a page on my site that shows, step-by-step, how to put their item into the frame.
99% of my customers are just fine but about once every year or so I get someone who won't read the instructions. I got this email yesterday.
I am not satisfied with my frame. I gave you exact dimensions of themagazine 8 1/8" x 10 7/8". The recess that you sent to insert the magazine into is 9" x 12" -- way too large. As a result, the magazine slides down to low, is not supported on the sides, and its top edge falls 1/4 inch below the matting. It looks terrible.
As soon as I read it I knew what he had done. When I ship the frame, the Mylar sleeve is placed in the sink mat. The customer has to remove the Mylar sleeve to be able to place their item in the sleeve and insert it into the frame. This customer took the Mylar sleeve out of the frame, put it aside and then placed the magazine directly in the frame..............duh.............. Didn't you see the Mylar sleeve??? You had to take it out of the frame. What did you think it was for. Didn't you read the instructions???????? When I read his email I started laughing and had to restrain myself from responding sarcastically. Here is my response.
I'm sorry to hear about the issue you have but I'm sure we can resolve it quickly.
Included with your frame is a Mylar sleeve. You magazine goes into that sleeve and then is placed into the recess. The recess for the Mylar sleeve is about 9x12. Once the magazine is placed into the sleeve everything will be fine.
Sometimes they are too embarrassed to answer. This customer did respond :
Larry,
Please accept my sincere apology. That worked. I think I must be the kind of person who needs a picture.
So maybe my instruction letter needs to include pictures but 99.9% of my customers are OK. That was my hoot for the day.
I get one more common mistake. I ship the frame with the mask on the acrylic and give clear instructions for removing the mask. If the acrylic is cut from a portion of the 4x8 sheet that doesn't show the label, I stamp the mask with the type, "OP3/P99 UV/NG", etc. At least once a year I get a complaint that the glazing is missing and have to explain to them that that piece of stuff in the frame with the white cover is the acrylic.
Luckily those are about the only complaints I ever get. Once in a while FedEx will damage a frame but not very often. I do about 5K of business with FedEx a year and I think I have had to file a claim only 3 or 4 times in the 5-6 years I have used them. I have a No Questions Asked Money Back Guarantee and in 10 years I have been online I have only had to refund payment once (for an unwanted gift).
Another boring Saturday at home getting closer to supper. To lazy to do anything this afternoon except grumble a bit.
