Posted 01 June 2015 - 01:48 PM
Being questioned by customer contatcs at work when I tell them something is wrong with the files I was sent.
Me: I Can't download the files from the link you supplied.
Them: Can't you use *insert lowres version they sent me here*?
Me: No. It's lowres.
Them: But...*insert some reason why I should use the lowres one*
Me: The fonts are missing, please send them.
Them: We DID send them.
Me: Please see screenshot of the fonts you sent and a screenshot of the file asking for the fonts you didn't send.
Them: But we sent all the ones. We don't have any more here to send.
Me: Perhaps (now perhaps...I know full well this is what occurred) the file is using system fonts you've not collected. This happens often (Read: All the time).
Them: Oh...
Me: The Images you sent are low res. Are you sure these are the highest resolution ones?
Them: This is what the studio sent. These are the high res images. Please use these
Me: Okay, just needed to give you the heads up that they are fairly low res looking.
Them: They will print okay, we've been assured that they will be high res at print time.
Me: That's not how this works. This is how they will look.
Them: Just use these images. This is what was sent.
Me: Ok.
*a day later, after I've done all the work on my end*
Them: We are sending new image files.
Me: The image is missing from the files you sent, please send image.
Them: It's missing?
Me: Yes, see screenshot of link query in program.
Them: But the file attached shows it.
Me: That's the lowres PDF. It's usually sent just as an example of what it's supposed to look like, but is not meant to be printed.
Them: We don't have the image. This is what we have.
Me: Someone would have had to make the lowres PDF which does have the image...therefore the agency has it to send me.
Them: Can't you use the PDF?
Me: No, it's lowres.
Them: *sends me image finally*
Now, I'm more diplomatic in my email responses, but this is the gist of it.
I see these conversations, pointless back and forths, day in day out. It never stops, and I see it from everyone I deal with at some point. I don't understand it at all. These are all kneejerk emails. They are "Well I can't POSSIBLY be wrong, so the person looking at the files MUST be wrong, therefore I'm going to endlessly question it of them." wastes of time.
Easy answers:
Scenario 1: They don't want to ask whomever created the files to send me the proper link to get them, so they look for the easy/stupid way out. If I tell you I can't get the files, I can't get the files. Your next email should contain the link to the files...not question why I stated I can't get them, or if there is another way. The link was created on purpose to send me the files. There is no other way.
Scenario 2: Fonts. If I tell you the fonts aren't supplied. It's because the damned fonts aren't supplied! I didn't make a mistake. The fonts aren't actually there. If I've then sent you a sceenshot to "prove" the fonts aren't there, you should feel suitably bad that you've made me PROVE something to you that you don't believe...because why? Whomever sending your files is an infallible genius? No, Occam's razor suggests that maybe they *gasp* didn't send the fonts. I'm not making this up. I can't make them magically appear. Moreover, how does questioning it, or disbelieving me get your job done ANY quicker? Send. The. Damned. Fonts.
Scenario 3: If I say the images sent are lowres. It means I've opened them up in Photoshop and double checked their look (for blown up pixelation) and their actual DPI. They are lowres. You have two options to reply to this email. You can either ask your designer/studio if they sent the highest res files, and then send me the result...or you tell me to go ahead because you KNOW that these are the highest res available and you know it won't look great when printed. Of these two options it's almost always #1 and they simply don't want to go ask the studio about it...so instead they pointlessly question me about it and try to find a way past without it. It's completely stupid.
Scenario 4: If I say an image is missing, it means an image is missing. Similar to fonts, I can't do ANYTHING with your file unless you send me the missing image. If I'm missing that image, it won't print. There is literally nothing else that I can/should say here to them. Go and find the missing image. I don't care where it comes from, or how you find it. The file was designed with it. Send me it. Arguing with me about the useability of a lowres file, or telling me that it WAS supplied are not pathways to get your job done. An email chain like the above is a total waste of both of our times.
If I could sit every person down in a room and teach them one thing about computer programs with regards to design, it would be that the features called either "Collect for Output" or "Package" solve 95% of the above issues. They grab everything the file was specifically designed with and put them in a folder AND preflight it. No missing images, no missing fonts (or different fonts as it would grab even from the system folder). This is something that is taught in the 45min free tutorial that comes with any of these programs.
"When the last tree has fallen, and the rivers are poisoned, you cannot eat money, oh no." ~Aurora
"Someone will always try to sell you despair, just so they don't feel alone." ~Ursula Vernon