I have been using GraphiStudio for some of my album. In general I like what they offer. But I been having serious communication problems with them (not due to language barrier).

My order was placed on hold due to the fact that I have to pay via wire transfer. I sent them the payment and the payment information to them as requested. That has been the only communication I have had with them since. It has been 10 days since payment was made but their website still reflect the order on hold for the same reason.

While there could be legit reasons for the on hold status, what concerns me is that I have emailed them constantly inquiring about the on hold status without a single response from them.

As a matter of fact, my experience has been that unless you constantly check their website you will never find out if you have a problem with your order. That is in sharp contrast with companies like AsukaBook and WHCC (and many others, I am sure) that they call you immediately if there is a problem with your order. GraphiStudo can learn a lot from this companies' customer service.

I contacted the US rep asking for their assistance. It seems that the only thing they can do is exactly what I am doing, email them and wait for a response. It seems that they haven't received one yet. The only explanation she can give me is that they are "understaff" at Italy. I can tell she was a bit frustrated because she could not give me an answer or a better explanation. It seems that the their job is to promote GraphiStudio in the US and take the heat for them. I feel sorry for them, though.

Apparently this company is very good in marketing themselves and getting "celebrity" spokesman to vouch for them publicly but not so good in customer service.

I wold like to know from any OSPers that uses/have used GraphiStudio if you are having or have had issues like these.

I will appreciate any comments because I am very ready to drop them and need to know if it is an isolated event..

Thanks.

I have only had a few minor issues...mostly dealing with payment. They almost always have my security code for my debit card wrong. I suspect the lanquage barrier is responsible. They are always very quick to contact me though if there is a problem. The last order I placed with them was a pain because my bank switched from MC to Visa debit cards, and for some reason they couldn't process it so I had to wire transfer payment to them. It only took a couple of days though...and my order was shipped right out.

Sorry you are having this difficulty...maybe try contacting your US rep again and see if that helps.

I also had that problem before. That is why I am doing wire transfers now.

The reason that the security numbers shows wrong is that -according to what I was explained- some new international security protocols, once the card is rejected it scramble the security codes for security purpose.

I spent days going between my bank and their explanation, each pointed their finger to the other so I realized it was a no-win situation and that i would waste my time. So... in come the wire transfer.

I just got a call for one of their rep, who has always been very helpful, and told me that the reason was still on hold is because when they haven't received the transfer yet.

I do believe them, and like I said, I was sure there was a logical explanation. But what would have helped is just a simple acknowledgment of my inquiry. A week ago I could had called my bank to ask an investigation and probably solved it by now. But because of a lack of communication the problem ballooned to a point that can damage. I'll guess it is a lesson from all of us that are in business to really, really go out of our way to take care of our customers.

By the way, not trying to rant on GraphiStudio but rather share my experience and try to make good out of bad situation.

Apparently you can be victim of your own success. GraphiStudio and, apparently some other binders, are suffering from their success. Not enough staff. Language barrier.

One famous and expensive binding company, I am told, apparently got to the extreme of emailing their customers telling them to stop emailing them because they were behind... basic stop bothering us and let us catch up. We probably have felt at times to do that to some of our clients when we are behind, but to do it... oh well, bad karma...

Thanks so much for sharing and listening...