I Messed up Client's order

Robert Young · February 10th, 2016, 08:52 AM

Well a bit less than six weeks into the new year and I have a client with messed up items already. I left the crossbar off a letter "A". Proof I guess that we hand digitize our letters, no keyboard for quality of sewing.... But that only works if you COMPLETE each letter!

Obviously I did not notice the bar missing... the client's person/people did not notice it missing on the PDF we provide, nor did they notice it on the sample I assumed they sewed. (although they admitted to mostly skipping that step because with over 140 designs done for them over the years this is the first error we have made)

So, I know there have been other threads devoted to this subject but fresh faces each month on here so asking with the current crowd.. what should I do? What responsibility / liability do you expect your digitizer to hold? What would you demand of your digitizer if this happened to you? Does it matter if the client sews a sample first or not? Does the quantity of goods damaged matter? 1 item or 144 case? etc.

lrsbranding · February 10th, 2016, 09:51 PM

ooops... I would think your only liability is to fix the digitizing. Mabey at the most would be replacing the first round. And that's only if you wanted to keep the peace with a good customer.
They approved the pdf proof. Didn't do a sewout? Ok I understand, perhaps in a hurry. But if no one ever checked the quality of sewing and did the entire job without inspecting the finished product that's not your problem.

SunEmbroidery · February 11th, 2016, 09:31 PM

I contract out digitizing. I think the digitizer is only responsible for correcting the design because that's the only job they were contracted for unless there is another agreement. If you want to offer some compensation to this customer I'm sure that would be appreciated but I don't think you're obligated to do anything more. Proofs are sent for a reason. I always do a sewout but I admit that I don't check them carefully. I'm glad for this reminder that nothing should become too automatic.

Wildgoose · February 12th, 2016, 12:58 AM

I'm one who hires my important designs out. I agree that the repair of the file is definitely your responsibility but not more than the sew-out and that should have been done on a test piece. I always do a test sew before I throw it at a $40 nike jacket or something.

How big is the A? I wonder of they could hand stitch a crossbar or do it with a single needle machine. I have a lady we use locally for misc tailoring and it would be pretty easy to finish off something like that without a huge expense.

gnizitigid · February 12th, 2016, 06:05 AM

Few years ago, it happened and i left all digitizing fees for all designs done for client, order was small

Robert Young · February 12th, 2016, 08:27 AM

Quote:

Originally Posted by Wildgoose

How big is the A? I wonder of they could hand stitch a crossbar or do it with a single needle machine..

It was a quarter inch tall. pretty small, maybe even a fabric marker.