Response From FASTSIGNS® of Vancouver, BC
August 30, 2018
Reply from Paul LeBlanc sent to client:
I've modified your order to remove the $75 charge for the reprint.
I don't see many reviews like yours, and I want you to know I take it very seriously. I've reviewed the project via discussions with my staff and read the emails between you and us in the proofing process.
It's our job to create a understanding from the beginning about how our process
works. I think we did not do that well enough in this case. We employ a graphic designer to create the layouts for signs where the design is not supplied. He takes the specs and uses his professional judgement to create the best possible layout for your review and approval. Removing all caps (which you ultimately agreed with, I think) and adding the border to improve readability (which of course you did not like) were both part of that design process.
I feel the proof which you approved was pretty clear, but I've been making signs for over 20 years. I totally respect that this is not your field and that you did not notice the border.
It's for that reason that I agree with you that we should not have charged the extra fee, and I am more than happy to refund the charge.
I'm sorry the experience was so challenging. I hope you are happy with the final product.