Sole trader outsourcing complaint

[Thomas Wilson]

Hi,

I run a small printing business and I recently had a request from a client for a large order of brochures. Due to the size of the job, I decided to outsource the job to a reputable company who have completed work for my previously without issue.

The client emailed me with some images showing quality issues which weren't very clear, so I advised I would go and have a look at them. I quickly realised I myself was not happy with them.

I approached the company and sent them the photo's showing the quality issue, and they said they can see there may be something that isn't right, and they agreed to collect some of the brochures and put them through quality.

After telling me they think something didn't look correct on the images I sent over, they have called me and told me their quality team is happy with how they were sent out and they weren't prepared to put a resolution in place.

I'm registered as a sole trader and don't know where to turn in regards to my rights on this. The work is of unsatisfactory quality and extremely poor.

Can anyone advise on what smy next steps would be from here?

Thanks,

Thomas Wilson
TW Printing

 

[MBE2017]

First off you need to decide what you are going to do for YOUR client, the secondary consideration is getting your supplier to resolve it for you. You subbed the job out in good faith, did you not get any proofs before going to print?

Could the problem be with the original images supplied, the printer etc. You need an explanation from the company you used, if the images were poor to begin with, did they warn you they would be likely to not print well?

 

[Thomas Wilson]

The issue seems to be with the binding. The front outer cover appears to be 'falling off'

First off you need to decide what you are going to do for YOUR client, the secondary consideration is getting your supplier to resolve it for you. You subbed the job out in good faith, did you not get any proofs before going to print?

Could the problem be with the original images supplied, the printer etc. You need an explanation from the company you used, if the images were poor to begin with, did they warn you they would be likely to not print well?

 

[Frank the Insurance guy]

Hi Thomas,

Do you have an insurance policy which includes a Commercial Legal Expenses section? Many include this free and people don't realise they have it!

If so, give the legal helpline a call. They will talk you through your rights and how to do things. Depending on the policy (if your legal expenses include contract disputes), they may also act for you as your lawyer to pursue the supplier.

If you don't have this, you can either take action on your own or pay for legal advise. Either way you will need to start by putting a formal complaint in writing stating what is wrong and what remedy you are looking for (ie. to redo the work, or refund for the work).

 

[MBE2017]

Not my area of expertise, but I assume the front covers should stay attached easily enough. I would offer the company a chance to fix or charge them the full invoice cost to redo them. I would suggest you keep plenty as evidence in case you need to go to court.

 

[OldWelshGuy]

So is it image quality or the front cover falling off?

 

[Thomas Wilson]

Hi Frank,

Unfortunately this isn't something I have. I was just unsure of my legal rights as a sole trader in terms of getting a resolution. I did speak with them but they kept repeating the same answer, telling me thats how they would be sent out.

Hi Thomas,

Do you have an insurance policy which includes a Commercial Legal Expenses section? Many include this free and people don't realise they have it!

If so, give the legal helpline a call. They will talk you through your rights and how to do things. Depending on the policy (if your legal expenses include contract disputes), they may also act for you as your lawyer to pursue the supplier.

If you don't have this, you can either take action on your own or pay for legal advise. Either way you will need to start by putting a formal complaint in writing stating what is wrong and what remedy you are looking for (ie. to redo the work, or refund for the work).

 

[Thomas Wilson]

Image quality/Print quality perfect, the front cover/front pages appear to be falling off

So is it image quality or the front cover falling off?

 

[Thomas Wilson]

They collected these and have advised they wouldn't offer a reprint as they are adament this is how they would and should be sent out.

Not my area of expertise, but I assume the front covers should stay attached easily enough. I would offer the company a chance to fix or charge them the full invoice cost to redo them. I would suggest you keep plenty as evidence in case you need to go to court.

 

[OldWelshGuy]

Image quality/Print quality perfect, the front cover/front pages appear to be falling off

Ah right, I like others misread what you wrote when you said 'Images showing quality issues' .

If the goods are not fit for purpose you reject them, it's as simple as that. You then begin legal proceedings against them. How did you pay, was it by credit card? if yes, then chargeback.

 

[Thomas Wilson]

Ah yes! I meant the images showing the quality issues! Apologies. Would you have any recommendation of where to begin with legal proceedings on this issue?

Ah right, I like others misread what you wrote when you said 'Images showing quality issues' .

If the goods are not fit for purpose you reject them, it's as simple as that. You then begin legal proceedings against them. How did you pay, was it by credit card? if yes, then chargeback.

 

[Newchodge]

Ah yes! I meant the images showing the quality issues! Apologies. Would you have any recommendation of where to begin with legal proceedings on this issue?

Write to the outsourcing company stating that you reject order number xyz because of the following quality issues: {specify} State that you are dfisappointed to have received such poor quality work form an organisation that you have happily used before/believed produced quality work and that you look forward to receiving a refund by x date. Or ring the MD and speak to them personally along the same lines.

 

[fisicx]

What have you done for your client? Have you found another supplier to fulfil the order? This should be your priority. You then get your money back from the first printer.