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Horrible Experiance With Coastal CS

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Old May 16th, 2016 May 16, 2016 4:43:37 PM -   #1 (permalink)
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Default Horrible Experiance With Coastal CS

First and foremost I understand that around 3000 is a 'small potato' order for many companies, and I also understand that people like to go home at their appointed times.

I live in Hawaii, and thus its difficult sometimes to make calls to the right people at the right times, but today I got on customer service chat for coastal and I came to them first because of the glowing reviews I have found here about them...

Either you all have low expectations, or I got the short end of the stick. For sake of sanity, I will give all times in CST (coastal's time):

They close at 7 (and apparently shut down sooner to leave exactly at 7) I started my chat at Aprox 6:30, simple questions (2 of them) get my awnsers, and possibly place my order that night, or end of the week at latest.

I get my representative (after a 3 minute wait, not bad for Text support in my exp) and I am greeted with all caps shouting:

GREETINGS HOW ARE YOU? WHAT CAN I DO FOR YOU?

Alright, I think, probably some sort of 'thing' with the client, because no one types in all caps in a professional manner.

I pose my questions (About a single product, and about the contents of that product) and receive a "ONE MOMENT PLEASE" (Also, its not a 'thing' because I was typing normally)

I wait...
And wait
Aprox 5 minutes.
Still, I have waited longer.
My rep returns with (no longer in caps):

"I'm sorry i am not very familiar with the press"

Then ends the conversation.
No goodbye.
No let me find out for you.
No "Is there anything else"

Just hang up. end of convo.
Needless to say im not thrilled, but maybe it was a error on their end, they did not mean to be rude and hang up so I start a new conversation at 6:50 "All of our representatives are busy, your wait time is aprox 30 seconds"
No big deal.
1 minute.
3 minutes.
8 minutes.
10 minutes.
The sign "Live chat available" becomes "Live chat closed"
15 minutes....
20 minutes....
Every 2 minutes im told it will be 'just 30 seconds'

While I wait, I decide to call because its EXACTLY 6:59 their time, (according to google clock) and I get the 'we are closed' recording.

So 10 minutes before closing, I get hung up on, no rep awnsers the live chat, no one awnsers the phone, I have never had to work so hard to try to spend money before in my life.

I am normally not a sour grapes guy, and I try to be real understanding of things, but maybe I should take my biz elsewhere because that was horrible and if that is what they stand for, maybe I need to keep looking
 
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Old May 16th, 2016 May 16, 2016 5:30:06 PM -   #2 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Coastal is a great company and if you pm me you number I will have the top guy, Rich, call you any time you want the call. Sometimes things get mixed up and he will make it up to you if you give them a second chance.
just pm me please.
By the way I do not work for them.
 
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Old May 16th, 2016 May 16, 2016 6:03:36 PM -   #3 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by Shalisk
First and foremost I understand that around 3000 is a 'small potato' order for many companies, and I also understand that people like to go home at their appointed times.

I live in Hawaii, and thus its difficult sometimes to make calls to the right people at the right times, but today I got on customer service chat for coastal and I came to them first because of the glowing reviews I have found here about them...

Either you all have low expectations, or I got the short end of the stick. For sake of sanity, I will give all times in CST (coastal's time):

They close at 7 (and apparently shut down sooner to leave exactly at 7) I started my chat at Aprox 6:30, simple questions (2 of them) get my awnsers, and possibly place my order that night, or end of the week at latest.

I get my representative (after a 3 minute wait, not bad for Text support in my exp) and I am greeted with all caps shouting:

GREETINGS HOW ARE YOU? WHAT CAN I DO FOR YOU?

Alright, I think, probably some sort of 'thing' with the client, because no one types in all caps in a professional manner.

I pose my questions (About a single product, and about the contents of that product) and receive a "ONE MOMENT PLEASE" (Also, its not a 'thing' because I was typing normally)

I wait...
And wait
Aprox 5 minutes.
Still, I have waited longer.
My rep returns with (no longer in caps):

"I'm sorry i am not very familiar with the press"

Then ends the conversation.
No goodbye.
No let me find out for you.
No "Is there anything else"

Just hang up. end of convo.
Needless to say im not thrilled, but maybe it was a error on their end, they did not mean to be rude and hang up so I start a new conversation at 6:50 "All of our representatives are busy, your wait time is aprox 30 seconds"
No big deal.
1 minute.
3 minutes.
8 minutes.
10 minutes.
The sign "Live chat available" becomes "Live chat closed"
15 minutes....
20 minutes....
Every 2 minutes im told it will be 'just 30 seconds'

While I wait, I decide to call because its EXACTLY 6:59 their time, (according to google clock) and I get the 'we are closed' recording.

So 10 minutes before closing, I get hung up on, no rep awnsers the live chat, no one awnsers the phone, I have never had to work so hard to try to spend money before in my life.

I am normally not a sour grapes guy, and I try to be real understanding of things, but maybe I should take my biz elsewhere because that was horrible and if that is what they stand for, maybe I need to keep looking
Not shocked. Wanted to give them my paper business back in November and told them I'd buy their minimum (5 rolls) on a new paper they were carrying. Never got a call back.

For the record, I spoke with the previously mentioned, "top guy", Rich...

There's plenty of other people who would love to take your money.
 
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Old May 16th, 2016 May 16, 2016 9:24:03 PM -   #4 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by skdave
Coastal is a great company and if you pm me you number I will have the top guy, Rich, call you any time you want the call. Sometimes things get mixed up and he will make it up to you if you give them a second chance.
just pm me please.
By the way I do not work for them.

I will PM you once my family has gone home, I was doing it online because I could pause any time.

I am interested in them getting some of my business for sure, but I have continued to poke around on the internet in the mean time while my folks are here.
 
Old May 16th, 2016 May 16, 2016 9:25:13 PM -   #5 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by JYA
Not shocked. Wanted to give them my paper business back in November and told them I'd buy their minimum (5 rolls) on a new paper they were carrying. Never got a call back.

For the record, I spoke with the previously mentioned, "top guy", Rich...

There's plenty of other people who would love to take your money.

Thats what my grandfather always said, there are lots of people who want to take your money ^.^


Curiously, whome do you represent? If anyone?
 
Old May 17th, 2016 May 17, 2016 2:50:46 AM -   #6 (permalink)
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Default Re: Horrible Experiance With Coastal CS

I have been dealing with Coastal for a couple of years and have received great customer service.
 
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Old May 17th, 2016 May 17, 2016 3:06:26 AM -   #7 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Color me not surprised either. I am still waiting for a response an email I sent 10 days ago, at the request of a Coastal department head.

No biggie --- got myself a brand, spanking new Graphtec CE 6000-60 from a competitor and picked up a heat press locally at an amazing price. They actually did me a favor with their lack of CS follow-up.
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Old May 17th, 2016 May 17, 2016 8:15:26 AM -   #8 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Maybe it's because we live in St. Louis where Coastal is located, but I agree with SK Dave. We've always had excellent customer service, especially from the "head guy" that Dave mentioned. I was there one day picking up a case of mugs and ran into Aaron and asked him a simple question about shipping mugs. Within a day, he had responded personally with the information I needed. And I've always had great customer service when I call. So sorry for your experience, I encourage you to try again.
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Old May 17th, 2016 May 17, 2016 12:05:18 PM -   #9 (permalink)
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Default Re: Horrible Experiance With Coastal CS

I did receive an email from them this morning (I sent a email to support as well) explaining things, (and awnsering my initial questions) while seemingly side stepping the 'going offline/home early' thing. Apparently the person I got was new. o.o; But once my family is gone, I will give them a chance on the phone or some such.
 
Old May 17th, 2016 May 17, 2016 7:49:39 PM -   #10 (permalink)
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Default Re: Horrible Experiance With Coastal CS

I've had really great experiences with Coastal and have only had one issue with an out of stock problem. They've always been a really reliable company that I've done business with. I don't do large orders either, usually just enough for their free shipping.
 
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Old May 17th, 2016 May 17, 2016 10:56:18 PM -   #11 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by AbbyinID
I've had really great experiences with Coastal and have only had one issue with an out of stock problem. They've always been a really reliable company that I've done business with. I don't do large orders either, usually just enough for their free shipping.

I don't get free shipping. Period.
 
Old May 18th, 2016 May 18, 2016 5:59:38 PM -   #12 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by Shalisk
I don't get free shipping. Period.
I think it's because you live in Hawaii
 
Old May 18th, 2016 May 18, 2016 6:44:11 PM -   #13 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by AbbyinID
I think it's because you live in Hawaii

Not by choice. Belive me.

But free shipping to me would definatly make me use a company, I could forgive a lot if the shipping was reasonable/free.

But to ship 100 sheets of transfer paper from them to me? 29 dollars for paper, 40 dollars for shipping.
 
Old May 19th, 2016 May 19, 2016 11:51:23 AM -   #14 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by Shalisk
Not by choice. Belive me.

But free shipping to me would definatly make me use a company, I could forgive a lot if the shipping was reasonable/free.

But to ship 100 sheets of transfer paper from them to me? 29 dollars for paper, 40 dollars for shipping.
Don't tell the "big secret".

I don't believe paper mills set out to specifically make sublimation paper.

There is supposed to be some kind of clay like coating in the paper to keep the inks from absorbing thru the back and act as a barrier, but my understanding is that most inkjet matte "art" paper will do that, including Epsons Matte Papers.

In a pinch when I have ran out of my "sublimation" paper I have used Epson's matte paper before and it worked fine.

The only difference I saw was that when changing from your normal sublimation paper to another paper the release may be slightly different and have a slightly better pop or less pop. Even switching to a different sublimation paper you can see this sometimes.

But this can be worked around using gamma levels in your graphic app.

The cost of the paper is about the same as I recall, the advantage is that you should be able to find that paper locally at a office store like Staples or Office Max, whatever store chain and not have to deal with shipping.
 
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Old May 19th, 2016 May 19, 2016 1:40:39 PM -   #15 (permalink)
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Default Re: Horrible Experiance With Coastal CS

Quote:
Originally Posted by Shalisk
But to ship 100 sheets of transfer paper from them to me? 29 dollars for paper, 40 dollars for shipping.
Ouch!

I can ship USPS to Hawaii for about $15 for a 3 pound package. Even 5 pounds only goes up to $20. And I live in Tennessee.

$40 is obscene!

Through the post office, as long as it is a US address, there is no cost difference unless you are using a regional rate box. I have shipped to Puerto Rico for the same as it costs me to ship to Georgia.
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