Misprint White Lion Red ?

[PlayingCardz]

Hello, I wanted to get your inputs about something.

One customer is badgering me because a deck he bought from our store, he say that he got a misrpinted deck and that he want a replacement.
Please take a look at the picture he sent me :

2013-08-09 04.30.45.jpg (288.47 KiB) Viewed 1370 times

Ok the back is a bit off centered but it seems acceptable to me, what do you guys think ?

Should I advice the customer to buy newer deck as USPCC seems to have made some big improvements centering their decks recently ?

[MagikFingerz]

I would think that misprints are the responsibility of either the producer (DB) or the printer (USPCC). You could of course give him a replacement just to make one of your customers happy, but that's entirely up to you. I don't think you're required to do anything, especially since that misprint is probably wihin the USPCC's quality margin. But I could be wrong.

[PlayingCardz]

I wish I could give him a replacement, but I only have less than a brick left, the other decks are most likely off centered too ...

I told him to ask the DB shop for a replacement, he does not want to do so as he think I am 100% responsible for this.

Knowing DB Customer service, they would tell him that the cards are perfectly fine anyway.

[MagikFingerz]

Well, definitely wait for Mike to chime in, since he most likely has more experience with stuff like this than anyone else.

But I'm pretty sure you are not 100% responsible, so don't let this guy pressure you.

[PlayingCardz]

I guess, but the real question is : what can be considered within the USPCC quality range ?

[montecarlojoe]

Two questions I would be asking...

1. Are they MEANT to be one way? (I have no idea - but it seems the sort of thing to build into a DB deck) (Also granted this isnt terribly subtle)

2. Does a misprint on a reletively rare deck make it more valuable/Collectable?
(Certainly a selling point you can spin if you insist he return the deck for a replacement...)

As far as your responsibilty goes - it's tricky. Do you have a returns policy? Is it obviously availble during checkout? (If not I'd draft one sharpish...)
Whilst you are selling items "as is", and have no control over the contents of a pack, you are responsible to the consumer at point of sale. (Or would be in Britain)

If you bought a sealed DVD and it had a scratch when you opened it would you take it back? Of course we all would - but the problem there is that the big stores that stock them will have thier own returns mechanism, and wastage built into the budget. I suspect you have no such recourse on such limited items.

is a token amount of store credit an option?

The last thing to think on is this - it make no difference to your bottom line whether it is your last deck or the first of a score - it's still just one less deck you have to sell. (Unless you modify prices according to the amount you have left).

[BMPokerworld]

There are 2 things that you have to look at here: What is your responsibility and the customer

Any time you sell something, it is your responsibility. I have sent many a time a replacement deck or card. It doesn't matter if you have 1 deck left or a 1,000. That should have nothing to do whether or not you send a replacement deck or card to him. Ask yourself this question: If I had plenty of decks left, would I send him a replacement? If the answer is yes, then send it. In addition, just because one deck is o/c, it doesn't mean the rest of the decks are. If you do send the customer a new deck, I would make sure you get the deck back from the customer first.

We handle all complaints on a case by case basis. If the whole deck is like that, I am not sure I see such a big problem since you would not be able to tell the difference from one card to another. If it is just a few cards, it could be an issue if they are using them to play poker. I really don't think anyone would pick it up during a magic routine. So ask the customer if it is the whole deck and what they are using the cards for and then make your determination. I always try to determine if they are really concerned about the problem or are just looking for a free deck that they will sell on ebay. Trust me, this has happened to me.

I hope this helps.

Thanks!

[PlayingCardz]

Mike, thanks for this answer.

But according to your experience, this kind of o/c is within the uspcc quality range, right ?

I mean, before being a reseller, i am mainly a collector, i opened a looooot of decks!
Maybe 5-10% are perfectly centered. Most are like the deck my customer is complainilg about.

Him being quite new in this hobby, i would rather educate him so he learn that most of the cards that are produced by the uspcc are a bit o/c, this is how this is and should not impact his judgment.

[BMPokerworld]

Misprints are relatively rare. I don't really consider this deck a misprint, I think it is just slightly o/c.

Thanks!

[Ben Taylor]

Sending a new deck probably wouldn't do any good. The reds all seem to be a bit off center. Here are the pictures from DB's site.

They pulled the top card back to hide it here.


Top card even on blues.

[framegod]

Hello, I wanted to get your inputs about something.

2013-08-09%2004_30_45.jpg (288.47 KiB) Viewed 1296 times

Now look at it with the other card flipped around.

2013-08-09%2004_30_45a.jpg (155.14 KiB) Viewed 1296 times

They both look pretty much the same to me if not the same.

[Casual Pixels]

Hello, I wanted to get your inputs about something.

One customer is badgering me because a deck he bought from our store, he say that he got a misrpinted deck and that he want a replacement.
Please take a look at the picture he sent me :

2013-08-09 04.30.45.jpg

Ok the back is a bit off centered but it seems acceptable to me, what do you guys think ?

Should I advice the customer to buy newer deck as USPCC seems to have made some big improvements centering their decks recently ?

The fact that their own web site has an image with the same problem, I'd say all the decks have the same alignment issue, and not just the specific deck you sold your client.

Essentially, printing problem has turned this into a one-way back. It's a feature!

Anyway, if you want to be gracious, I'd allow a refund but it sounds like there's no point in an exchange.

[MagikFingerz]

I say inform him of the widespread issue and contact DB customer service. If you're feeling gracious, give him a partial refund or some store credit.

[charlie81dbz]

@ PlayingCardz - Speaking just from the customer's perspective, I wouldn't expect you to replace the deck. That looks pretty much like most standard Bicycle decks I've used for years. I have yet to see a perfectly centered deck and the deck in your picture is barely off imo. I think if you offered them partial credit or something like that it would be reasonable, if you wanted to keep them happy. I think Mike is right about seeing what the intended use of the deck is as well, it may be more of a problem for a poker player or cardist than the average collector.

Seems USPC just prints or cuts a bit off sometimes, as I just received my Majestic decks a few days ago, and the 6oH is very off center: and you can see it if the deck is slightly angled:
but it really won't affect anything I will be using it for, so I didn't worry about it. Good luck dealing with your customer.

charlie

[PlayingCardz]

I say inform him of the widespread issue and contact DB customer service. If you're feeling gracious, give him a partial refund or some store credit.

I checked an opened a red deck myself, it is off centered as the pic from my customer and the stock DB picture, so you guys are right, all the red decks are like this. It should be considered a feature as it can be used for some magic tricks, that's all.

I tried to talk with him a bit more, he is not listening to a word I say.
He does not want a refund or store credit, he simply wants the red decks perfectly centered. But those do not exist.

I celebrated my 1000 orders some time ago, and this is the first time I have to deal with such a stubborn customer!

Anyway, thanks guys for your inputs, this is really appreciated

To conclude, a friendly customer sent this to me a while ago, here is the worst misprint I saw in ages :

1057719_10151704753121061_1206883499_n.jpg (34.46 KiB) Viewed 1224 times

One of the border is rectangular!!! I obviously replaced the deck straight away ^^

[phantom1412]

I think misprint in the deck is not your fault at all. It happens because of the factory. So, the responsibility is at USPCC and the producer of the decks. Re-seller can never know what's inside the box. But it should be your responsibility to contact the producer of the decks, or contact the shop you bought it from to get the replacement for the customer.

In your case, if the centered deck doesn't likely to exist, get the deck back and refund is the best choice, or you can give him discount or free deck next time he order with you without taking the deck back.

[crazyfandecks]

"Misprinted" - to me, is abt errors like missing pips, reversed,... and the cards not like the other ones. but just because their backs isn't printed at the center?! i dont think is a big deal to be complaint. tons of deck have these situation, because of the way USPCC cuts their sheets. even Handlordz, Ellusionist, T11 or USPCC have these errors. and the decks still good condition, just another unexpect one-way designed. so why need to be complain?? the deck still smooth, no crapped, no broken of damaged, non unexpected missing pips or missing cards, why want a replacement these "off center" cannot called it a misprinted. so I dont think you need to exchange a new one for him just because some small bugs like this. the deck still good and he could live with that (me live with abt 1/3 decks in collection have these bug). that's my opinion decision is up to you

[Encarded]

as a deck creator, if a customer sent me that pic I would deem it ok for replacement. Then again, my decks have generally been printed and cut extremely well, and even with my crazy thin borders I've come across very few decks with off center cut problems.

My standards are pretty high though, so I go a lot further than most to make things like that right.