Prepress: Grievance Procedures

Lamar Graphics is here first and foremost to serve the Lamar plants. The best way to do this is to print your boards correct and on time so that installation can take place as scheduled. With this being said, we all know that problems sometimes arise which cause the customer to be unhappy with their production order. The main objective of Lamar, including Lamar Graphics, is to keep the end customer satisfied and excited about outdoor; therefore, the following grievance procedure has been put in place for reprints which are the result of a Lamar Graphics error.

Important Note:
At any time and for any problem, the below grievance procedure can be bypassed/expedited by having your General Manager contact Rachel Tempanaro to resolve the problem. Because we all want to satisfy the customer, LG will accept confirmation of a problem verbally from any General Manger and negotiate quickly to resolve the problem. By having the GM call, LG is assured that plant management is fully aware of the problem and what action is being requested to resolve it.

LG will take responsibility for reprinting a job when:

• There is an obvious error with your job (e.g., wrong version printed, ink not adhering to vinyl, etc.)
• We do not match a proof within an acceptable range (as described below)
• There is fading or significant image degradation occurring within 12 months of printing

LG will not be responsible for reprinting when:

• Customer is responsible for the error (e.g., submission of incorrect artwork, notification of change after a job is printed, etc.)
• We match an approved proof within an acceptable range
• There is a problem with the job beyond 12 months of printing, regardless of how long the board was posted

Standard Grievance Procedure:
First, contact your CSR to notify LG of the problem and what needs to be done to correct it. The CSR will need to know exactly what happened, why you feel it is LG’s responsibility, what is needed to correct the problem, and how fast it is needed.

At this point you should be asked if you need to reschedule an order immediately or if there is enough time to wait for evidence of the problem to be sent to LG before a reprint is scheduled.

If you need immediate action, ask the CSR to schedule the board immediately. The board will be scheduled to print at full price and rushed through our system to provide the fastest possible turn around. The invoice will be credited in full upon receipt of evidence of the problem (photo, returned board, etc.) indicating it is the responsibility of LG. If the evidence does not show LG to be responsible, the Lamar plant will be responsible for payment of the invoice.

If you can provide evidence before the reprint is scheduled, please do so. Upon receipt of the information, the CSR will research the problem and confirm with you whether the reprint will be free or not. If the cost of the reprint is covered by LG, it will be scheduled immediately. If the cost of the reprint is not covered by LG, you will be given a full explanation as to why and asked how you would like to proceed.

Again, our goal is to make your customer happy, not to compound the problem by causing excessive delays in getting it fixed. If you would rather speak to Jodi Gaines, Director of Customer Service, or Rachel Tempanaro, General Manager, regarding your problem, please contact them directly at 800-952-3113. They will make sure the problem is resolved immediately.