BE WARE of Graphi Studio

I typically do not like to talk negatively about anyone, but due to the immense amount of problems I

have experience with my first order with Graphi Studio I strongly wanted to warn everyone. I am so

shocked at how they do things and how Graphi Studio is like one big black hole. No one ever reponds

to you if you email or call them. If you are unfamiliar with how they do things, please take the time to

read this post, I think it is very important.

 

1. Right now they are offering album 50% off. They claim you can get a 40 page album at 50% off.

Here's the catch, their 40 page albums are really only 20 pages! The way they count their pages is not

how all the other album companies count their pages. Most companies will say their albums are 20

pages with 40 sides. Graphi doesn't do it this way. They count their pages like a regular book. Each

side is considered a "page". This is extremely important to know because when I made my first order I

designed 40 pages, but was charged 80 pages. They made my 40 pages into 80 pages. The

representative from the US that was assigned to me never explained this to me. When my assistant

contacted them to complain, they said it was written all over the info they sent me; however it was not

obvious to us. They charged us DOUBLE the original price because of this. There was no warning that

they were going to charge this amount and when we found out what they did and called them on it,

they said how they count their pages is very obvious. Needless to say it is NOT obvious.

 

If it was our error that we just didn't see this in their ads then fine, but in all honesty they don't make it

obvious. You are lead to believe you are getting more than what you really are getting. And they

certainly do not OFFER up this info when they talk to you. That's the thing. They don't want you to

know how they count pages because then they can't make more money. And once your order is placed,

they won't let you change it. Even though they didn't even start making the album you are cornered

and now HAVE TO PAY the double amount.

 

2. When I emailed customer service because they forgot to put the pocket books in one of my orders,

no one called me back or emailed me back. I had to make several attempts and again, they didn't care.

 

3. Then they put the pocket books in the wrong order. So after we think they've fixed the problem they

created yet another problem. Again no one emailed me back when we contacted them again to inform

them that they placed the pocket books in the wrong order which mattered greatly because then they

would have placed the wrong cover image on the pocket books.

 

4. When I sent them to photos to use for the covers I was nervous they wouldn't use the right ones

since I was sending several different images to be used. I tried to get in touch with someone to put my

mind at ease that they wouldn't screw this up too, but again no one responded. My assistant called

Italy directly since the reps here basically are of NO HELP whatsoever. They say they have no control

over what is being done in Italy. I wonder what's the point to having US reps if they cannot do anything

to help you. When my assisant talked with someone in Italy, they promised to call me back that day to

verify they received my emails and will be using the right photos for the covers. They NEVER called! I

had to track them down in which they were rude and not very friendly. After I emailed them AGAIN the

images per their request (they probable lost my other emails and that was why she was asking for

another email from me), SHE herself never replied that she received my email in which I made a request

that she just merely reply saying "I got your email and I'm on it." I couldn't even get that much.

 

5. Not knowing if they are using the right photos for the right albums I have been sitting in the dark

worried about my orders. Even after complaining, NO ONE RESPONDS.

 

6. On my own, I checked the status of my orders a week later and found YET ANOTHER MISTAKE on

their part. They switched the type of paper stock to be used with the different orders I placed. They

switched things all around without my permission or notification. When I caught them on this and

wrote a complaint and sent to it to two people down in the BLACK HOLE of Italy, I have yet heard back

from anyone! When I complained to the US rep, she didn't apologize for all the mistakes and hassles

Graphi has caused and acted as if it didn't matter to them. I told them that I was planning on using

them for my albums and now I had serious second thoughts of ever using them again, and she showed

no sign of care.

 

It is really obvious that this company does not want to make any effort to be in a good standing

relationship with their clients. They don't take any responibity for errors and it is in my opinion that

they are very deceiving with their promotional ads.

 

How can we conduct a business when our album people won't call us back, won't email us back and

make error after error after error?

 

I went on line to see if anyone else has experienced this with Graphi Studio and I found almost the

exact same kind of complaints.

 

It's one thing if they are overly busy and don't have enough staff to deal with their issues, but it's

another thing when they just don't call you back and don't email you back. Also they don't apologize

for when they mess up. I have never dealt with such horrible customer service before!

 

I have no idea what I'm going to get when my albums finally get here. At this point it's one big mystery!

Oh yeah that's another thing, I was told by my rep that it takes 2 weeks to get my albums. It's been

over a month and still they are working on the albums. Hmm, I wonder if she just said this so I would

order through them.

 

You would think that a company would work extra hard at your first order with them. I would think

they would want to impress us. It's beyond my understanding how they are doing just the opposite and

feel totally comfortable doing so.

 

You are going to do whatever you want and what you think is best for your business, I am not saying

don't use Graphi Studios, I just wanted everyone to know about them so that you are not shocked and

surprised at how they operate if you do decide to use them. I was shocked and highly stressed by their

terrible services. It would have helped if I knew this about them beforehand.

 

Darice

have you paid?,, if not, then don't, let them keep the product. It sounds like an international deal,, I don't know what laws govern this. but educate yourself.

 

really since the stuff was 50% off, you only paid full price not double,, it is a tricky world. You have to read the fine print. always read the fine print.

 

Always research anybody/thing you plan to do any significant business with,, that will always be a rule. this would have led you to expect what happened.

 

how are you submitting your complaints?, sometimes companies emails do not work or they are just not getting them for whatever reason. Somebody I know thought a seller on ebay (not quite the same I know) had some bad customer service but then she found their number from ebay (ebay will supply this kind of information) and called,, they were the friendliest people you could imagine and took care of all her problems and she even made 10 dollars back in the deal.

 

just some helpful advice. Good Luck!

Darice - sorry to hear about the problmes. I have had one graphi studio order and it all went smoothly. I don't remember where, but it seemed pretty clear to me along the way that one page is one physical side. as for the customer service stuff - I had amuch better experience. hope everything gets better...

<br><BR>

cheers - conrad <a href="http://www.conraderb.com">Conrad Erb Photography</a>

Sorry you had a bad experience. I have just received the sample books and info from GraphiStudio. First thing I noticed, when looking at the price sheet, in caps, is PAGES = SIDES

Thanks everyone.

 

I am over the page thing. I just didn't see the pages=sides thing. But the customer

service stuff has only gotten worse since this email. They are getting my emails but just

not admitting that they have messed up. It's such a long story, I don't want to bore you all

with the details, I was just wanting to see what everybody elses experiences has been like.

Thanks.

Hi Darice,

 

After trying to talk to graphistudio for a long time and no answer, I was wondering if any others have experienced difficulties with graphistudio, and I saw your post. Indeed, I have emailed their customer service many times and have never gotten any response yet. It's been so frustrated. After I placed the first order, I needed to make some modification right after submitted the order. After waiting a few weeks without any response, I started to worry so much about my order, no surprise, when the pdf posted, it was not right - I guess they just ignored all my requests. And then I was told that if I request any modification, I would be charged $100! Even worse, I lost my credit card on a trip and called the US representative to update my credit card info, however, Italy doesn?t seem to have this updated information and could not charge me for the album. So it?s been on hold forever. I have emailed the US representative to ask for help, and was advised to contact production center in Italy instead. No surprise, I never get any response yet!

 

Jasmine Wang Tower

Sounds like I am not the only one. Not only does Graphi have a horrible web interface, it's customer service matches perfectly. I am o.k. not getting responses to emails or phone calls as long as I can find information online. I am amazed that someone took the time to even develop the area of the website dedicated to photographers, they even have a personalized area called "my trade area" but good luck finding anything about your order here. I feel like Darice in that i don't like to complain, but this customer service is horrible, I submitted my first order with them and after a few weeks any production updates I had seen was completely erased and the order was sent back into my pending orders tab. I called my sales rep and he seemed less than concerned, and told me I would have to contact "Italy." This must be a typical response and I agree with Darice, what is the purpose of having a US sales team if there is no one there to give the support you need anyways. Anyone who is interested in using Graphi I strongly urge you to consider other companies, I am surprised with the amount of saturation in the album market that Graphi would take this business approach of ignoring customer service.

<p>I have a bridal show coming up and I was wanted to make sure the album got here in time. They were extremely helpful in rushing my payment and getting it to me. BTW.. i freaking love the album, it is by far my favorite out of all my albums. The quality is amazing. I hate that you guys have had so many problems.. hopefully I wont because I really want to continue using their books.</p>

<p>hello, I have order about 50 albums through Graphi in the last 2 years or so. In general, the quality is ok, customers service in Italy is ok, sometime get me frustrated too. <br>

However, their regional US rep is useless. They called me once every 2 months asking me if everything go ok, how is my production. they care most about how many up coming order I will send, but never ask for my opinion about the way they (US rep) doing their job. I totally dont understand why Graphi has such rep/office here.</p>

 

<p>I've had my fair share of dealings with Graphi :). If anyone's looking for an alternative try <a href="http://www.pr-imaging.org">www.pr-imaging.org</a>.</p>

<p>

<p>Hi, <a href="../photodb/user?user_id=6023918">thecaretaker thecaretaker</a> , <br>

I use Graphi, the turn round is 4 to 6 weeks at most, but most often it is only 3 week. <br>

I would go back and give your photographer a hard time and ask for your money back. Graphi are not the problem here, it is your photographer. <br>

Any company that has such a large turn over of work will have the occasional problem, but Graphi are the market leader for good reason. <br>

I don't work for Graphi Studio, I am a Photographer and to prove that here is my website.<br>

<a href="http://softtonesphotography.co.uk/">http://softtonesphotography.co.uk</a> <br>

Try and get the original digital images and get another photographer to do your album.<br>

William</p>

 

</p>

 

<p>

<p>Hi, <a href="../photodb/user?user_id=6023918">thecaretaker thecaretaker</a> , <br>

I use Graphi, the turn round is 4 to 6 weeks at most, but most often it is only 3 week. <br>

I would go back and give your photographer a hard time and ask for your money back. Graphi are not the problem here, it is your photographer. <br>

Any company that has such a large turn over of work will have the occasional problem, but Graphi are the market leader for good reason. <br>

I don't work for Graphi Studio, I am a Photographer and to prove that here is my website.<br>

<a href="http://softtonesphotography.co.uk/">http://softtonesphotography.co.uk</a> <br>

Try and get the original digital images and get another photographer to do your album.<br>

William</p>

 

</p>

<div></div>

<p><br>

I am sorry and surprised at the experience of GS customers, Regarding not getting answer to emails or phone calls, perhaps the issue is the USA office of Graphi? Maybe phu nguyen has got the issue correct, its the US Office that is the problem. <br>

In Italy they do have a two hour lunch from 12:00 till 14:00 GMT. I tried calling at this time and got no answer, so called the UK office and was told they were all out for lunch and there was no answer phone! Still, that was not a major issue. Perhaps you called at this time?<br>

In the trade area you can check the progress of any order, and if there is a problem a message will be displayed there. It does mean I need to keep checking my orders, but that is no real hardship. <br>

If you have a problem call them. Ask for the design department. GS wants you to be a happy customer. After all if we shoot a wedding, and make a fantastic wedding photograph album for the bride and groom, will we not get recommended to family and friends as good if not the best wedding photographer around? and therefore, GS will get our repeat custom as photographers? <br>

kick up a fuss, and get GS US sorted! </p>

 

<p><b>Signature URL removed per the photo.net Terms of Use.</b></p>

<br>

Regards, William Johnston</p>

<p>****************BE AWARE BEFORE YOU ORDER************************<br>

I just had an issue, If i would of looked at forums like this I would of probably still ordered thinking this was more of an isolated issue.....HOWEVER, its NOT my entire album had this pink line running down my full spread layout...........although i sent the book back at their request, (for evaluation) the only alternative they offered was for me to have the inside of the book reprinted at a charge $280 when the total book cost $380..............I fought lots with them and the CS was not helpful at all even the us Rep told me the same thing. bellow you will find word to word the response I received..........Look if you order Smooth, metallic or canvas you'll be happy, JUST DONT ORDER PHOTOGRAPHIC!<br>

<strong>GRAPHISTUDIO</strong><br>

"Dear $&%#, I'm sorry to hear you were not aware of this characteristic of the photographic paper. As a <strong>professional photographer</strong>, you would have already noticed that photo paper, which is a chemical paper, reacts to the crease".<br>

<strong>MY COMMENT</strong>**NO YOUR KODAK PAPER WITH YOUR GLUE DOES THAT! all other books from other co. are fine!<br>

This is not a fault. As the reaction is due to the chemical components of the paper, we cannot know where an when it will appear.<br>

<strong>MY COMMENT</strong>**YEAH, THEY DO.....AND IF THIS CAN POSSIBLY HAPPEN- MY ARGUMENT IS WHY NOT LET THE PHOTOGRAPHERS KNOW, RIGHT WHEN THEY SEND US OUR SAMPLES!<br>

<strong>GRAPHISTUDIO</strong> "You will have to consider this for your future orders. I confirm this coloration does not appear on the offset paper books".<br>

Feel free to contact me for further info you might need.<br>

Kindest regards,<br />TECHNICAL SUPPORTis i would of probably<br>

<b>Signature URL removed per the photo.net Terms of Use.</b> </p>

<p>I love this company. I have ordered several albums from them. They have all been absolutely gorgeous. I have received completely professional service from them. They have been courteous and responsive to my inquiries and concerns. My USA representative is a joy. I am completely bowled over every time they send me a new Album....I am always delighted at what I receive. Yea Graphi! Thank you for making such wonderful beautiful Albums!<br>

<b>Signature URL removed per the photo.net Terms of Use.</b></p><div></div>

<p>I would just like to add that until you have experienced a problem with Graphi you will not understand these posts. I had used Graphi for many years without a glitch and agree that their product is incredible. I also love my U.S. rep she is wonderful. However, I just ordered one of the new photo wrap covers using the Graphi software and even though my cover image file was name "cover-jpeg" and sized for the cover with guides, etc. the wrong image was printed on the cover. More than 48 hours later I am still waiting on a decision back from Italy because the U.S. office has no authority to make decisions on this. I don't know what we are waiting on. It is clear they need to reprint the book as this was their error. The Italians make incredible products but their commitment to customer service does not meet U.S. standards. If you have ever traveled to Italy and shopped there you will understand. Good luck to anyone who does have a problem with a Graphi product. It is a frustrating experience.</p>

<p>I think they are shockingly bad, service sucks, ignorance is at an all time high, incompetent, and just generally shoddy....we binned them off after 2 useless albums, and even more useless reprint and returns....dont risk it!<br>

we now use Loxley and GFSmith in UK Looks great, can emboss any logo on anything, and just does what they say it will...but better.</p>

<p>6 months on and we still wait for a result on their mistake.....utter junk!</p>

<p>Hi All , As a professional photographer I have used Graphi Studio for some years now and had all manner of albums printed by them from small hardbacks and pocketbooks to 100 page crystal cover books and forms cases.<br>

As with all companies customer service varies depending on who you speak to but I can say in general I have always had a response in days or hours and never had a bad experience, they replace some pages in a book once at no charge and fast when there was a problem , and I deal with them directly in Italy even though I am based in the UK. We have UK reps to and they are no problem either.<br>

I think it should be taken into account how good the product is for the price and credit be given for this.<br>

Sorry to hear of people problems but as always people only shout when theyre angry and the millions of happy graphi customers dont say a word , which is why I am speaking out.<br>

<br>

 <br>

Andrew<br>

 <br>

 <br>

 </p>

<p>On the whole Graphi have been good having used them about 15 times. I did receive the wrong image on a cover, which I thought quite an unforgivable mistake, but the issue was quickly rectified so I continue to use them. For the price as people have said there's not much better, and you have to remember Italian companies work at a slightly slower pace then Northern Europe/ America.<br>

<img src="http://img805.imageshack.us/img805/4015/steveshelia.jpg" alt="" /><br><b>

Signature URL removed per the photo.net Terms of Use.</b></p>

<p>The product is no better than Loxley or GFSmiths, only over rated. GFSmith is in the UK and take 10days to have the books returned to you. Also the small GFS parent books etc... are all bound in the same materials as the main book and are all on photographic paper like the main book. Graphi use a cheap litho process on everything but the main album and paper case covers on the pocket books which scratch and crease. Graphi took over a year to sort the last album and still made no offer of money off/free parent book free sample or anything... You would not accept that service from anyone else. The blue lines that appear in the creases of a Graphi album are awful... The 'Tog' who shot my wedding has had numerous problems with them and is now seeking a new supplier also...Graphi WAS good a few years ago, but god only knows what they are doing over there at the moment.<br />Sorry to witter on but BS service for that price is no excuse...</p>