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I know Gemini is a merchant here. But I tell ya what..I've about had it with em. Our company has been using Gemini since the early 80's and the past year they have gone to hell in a hand basket. Orders have been shipped wrong color, size and now the one we got in today (preformed letters) look like they were drug behind a truck. Scratches, scuffs, and what appear to be fingerprints all over them (no they don't wipe off). When I called them on it, they said they would get a new set out "as soon as they can". Well considering I told the customer(a very large National Knife Museum) that they would be up by Friday, "as soon as they can" aint cutting it. Now I'm faced with fixing them myself (Voiding the damn warranty) or eating crow with the customer. Who I might add is holding a lift for us to install them. I know that shyt happens, but when we say we are going to do something at a particular time, we jump through whoops and make it happen. Thats what "Customer service" is, is'nt it? Has anyone else been having problems from them?
Or is it just Me!!!!
-------------------- Snow's Sign Works 865-908-0076 snowman@planetc.com www.snowsigns.com
I'm out of my mind, but feel free to leave a message... Posts: 1640 | From: Sevierville, TN | Registered: Jul 2005
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Sorry to hear you're having problems, I know how it is when a vendor or sub contractor drops the ball and you're the guy who has to deal with irate customers. As far as Gemini goes, they have consistently been one of the few companies that has always given top notch service. Their management is particularly concerned about quality control and customer satisfaction. Try jumping up one level of customer servce or go right to the top guy. I'm sure they will step up and do what it takes. Good Luck
-------------------- Tony Lucero Eagle Graphics Waterford, MI www.eaglegph.com Posts: 305 | From: Waterford, MI, USA | Registered: Apr 2000
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We've always had pretty good luck with Gemini too. If they do make a mistake, they make it right. Maybe Tony is right and you just aren't talking to the right person. Try asking for the top guy and see what kind of service you get.
-------------------- Jane Diaz Diaz Sign Art 628 W. Lincoln Ave. Pontiac, Il. 61764 815-844-7024 www.diazsignart.com Posts: 4102 | From: Pontiac, IL USA | Registered: Feb 1999
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Jake, My name is Don Nelson and I'm a Field Technical Specialist for Gemini. Unfortunately, I do not cover your region but I am able to make some calls and help you with these problems. I promise you that Gemini is very pro-active in dealing with quality issues and that somebody will be looking into this incident. I have contacted our corporate office and I'm sure you will be getting a call in the very near future.
Please do not hesitate to contact me if there is anything else that I can do.
Don Nelson Gemini
-------------------- Don Nelson Gemini dnelson@axcesswave.com Posts: 43 | From: Oberlin, OH | Registered: Aug 2004
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I have been using Gemini for years and have had very few problems and great service. I guess stuff happens sometimes. I'm sure they will work with you.
quote:Originally posted by Don Nelson: My name is Don Nelson and I'm a Field Technical Specialist for Gemini. Unfortunately, I do not cover your region
Don...
Sorry, this is a bit off-topic, but I'm posting it in case anyone else has the same question.
I work for a sign shop in Indiana and we buy our channel letters from Gemini. Whenever I lay out a channel letter job, I draw the neon patterns myself (we bend the neon for the letters in-house). I was just wondering if you guys had neon patterns for all of your channel letters as vector files that we could use to save some time. Thanks!
-------------------- Ryan Long Magic Light Neon Sign Co. Crawfordsville, IN Posts: 132 | From: Crawfordsville, IN | Registered: Jul 2005
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I've never had a problem either. You must be that proverbial one in a million that just got up on the wrong side of the bed. I'm sure they will do their best to make things right.
-------------------- Bob Stephens Skywatch Signs Zephyrhills, FL
""Good judgment comes from experience; and a lot of that comes from bad judgment" - Will Rogers Posts: 3489 | From: Beautiful Newaygo, Michigan | Registered: Mar 2003
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Jake, I've had problems with Gemini lately too. They srcewed up 2 orders in one week. On one they left out one letter. On the other they shipped only half the order. I checked the order I faxed them to make sure it wasn't my fault, and it wasn't. And that's another issue: I didn't receive an order confirmation on either order, (nor on a third the next week) which would have avoided the mistake. I alway used to get one before. Also, on one of those orders, the placement of the stud recepticals was abominable. There were none on the narrow strokes of the letters, and some of them were on crooked, which rendered them useless.
I've been using Gemini for many years, and I've always been very happy, but lately I have too wonder what the hell is going on.
Dan
Oh yeah. I also had them make the mounting patterns to save me the time and trouble... next time I think I'll do it myself; at least I'll know the letters will be straight.
[ November 09, 2005, 09:28 PM: Message edited by: Dan Marquis ]
-------------------- Dan Marquis Marquis Signs Lewiston, Maine dan@marquissigns.com Posts: 118 | From: Lewiston, Maine, USA | Registered: Dec 1998
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I love gemini. I had some custom wheat sheafs formed and they turned out better than I expected. The products have always arrived on time and in great condition here.
Suelynn
-------------------- "It is never too late to be what you might have been." -George Eliot
Suelynn Sedor Sedor Signs Carnduff, SK Canada Posts: 2863 | From: Carnduff, SK Canada | Registered: Nov 1998
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Jake - whatever you do don't "Eat Crow" wid your customer - sounds like a quality account - knives are their own category - I've collected knives for a while & I can tell you that can be a very lucrative bidness - - -or you can lose your butt just like on everything else . .is the Knife Museuem by Cumberland?
-------------------- Carl Wood Olive Branch, Ms Posts: 1392 | From: Olive Branch,MS USA | Registered: Nov 1999
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Hi Jake, I am also a 20+ year user of Gemini products. Just recently I had a problem with some Changeable letters I recieved from them. The problem was fixed and the job was completed. One problem out of twenty years wasn't bad. Hell, I've misspelled more signs than that in my time.
Also, nuce to see Don monitors the "board"......Hi Don!
-------------------- Tony Vickio The World Famous Vickio Signs 3364 Rt.329 Watkins Glen, NY 14891 t30v@vickiosigns.com 607-535-6241 http://www.vickiosigns.com Posts: 1063 | From: Watkins Glen, New York | Registered: Sep 2001
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See, what did i tell ya! Spelled "nice" wrong!
-------------------- Tony Vickio The World Famous Vickio Signs 3364 Rt.329 Watkins Glen, NY 14891 t30v@vickiosigns.com 607-535-6241 http://www.vickiosigns.com Posts: 1063 | From: Watkins Glen, New York | Registered: Sep 2001
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Thanks for the input every one. It is good to see that Don Nelson is watching.
I' agree with everyone on the fact that over th past twenty years Gemini has always given me a qualty product and on time. Just here in the past years things have been getting screwed up. Didn't know if there was a manager change or what. Whatever it is I hope it can be fixed.
-------------------- Snow's Sign Works 865-908-0076 snowman@planetc.com www.snowsigns.com
I'm out of my mind, but feel free to leave a message... Posts: 1640 | From: Sevierville, TN | Registered: Jul 2005
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And a great example of happy customers feedback.... add another one to the list, I am a long time happy customer, Gemini has always come through for me!
-------------------- Kimberly Fitzgerald Posts: 149 | From: Marblehead, Ma | Registered: Oct 2004
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More praise for Gemini from me too...bla bla great company bla on time bla bla...
Boy, they have a good reputation. Comes from great service, great product and great honoring their guarantee.
-------------------- Phil Steffen, 29 Van Rensselaer St City of Saratoga Springs DPW Saratoga Springs NY 12866 Posts: 563 | From: beautiful Saratoga Springs NY | Registered: Aug 2001
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Yep, another satisfied customer here. 20 plus years and not one problem.
Well, there was one little one. I recently ordered a bunch of plastic letters. This morning I received a call from Gemini that the letters had been shipped yesterday but one letter had been left out. They are over-nighting it to me today.
In over twenty years I would say that this is a very minor problem, they caught it immediately, and did what was necessary to get the problem resolved.
You don't find service like that just everywhere.
-------------------- Chapman Sign Studio Temple, Texas chapmanstudio@sbcglobal.net Posts: 6306 | From: Temple, Texas, USA | Registered: Nov 1998
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Update: Just got off the phone with Tim B. @ Gemini and they are taking care of it today and overnighting them to me so they can go up tomarrow. Kudos to Gemini
-------------------- Snow's Sign Works 865-908-0076 snowman@planetc.com www.snowsigns.com
I'm out of my mind, but feel free to leave a message... Posts: 1640 | From: Sevierville, TN | Registered: Jul 2005
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I'm glad they got things worked out for you Jake. I am amongst the few that have had issues in the past. But, they were always attentive to my needs and jumped trough hoops to make it right.
Havin' fun,
Checkers
-------------------- a.k.a. Brian Born www.CheckersCustom.com Harrisburg, Pa Work Smart, Play Hard Posts: 3775 | From: Harrisburg, Pa. U.S.A. | Registered: Nov 1998
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They did make an error and sent only one set of something on my last order. About 2 months ago. But I called and they owned up to it and sent the other set right away.
They had sent things in such a timely fashion, and I had allotted enough time with my end customer so my turnaround time was not affected by the error.
I've done biz with Gemini for over 20 years now, and with such a stellar track record, they will continue to get my business.
Nettie
-------------------- "When Love and Skill Work Together ... Expect a Masterpiece"
posted
I've had our service from Gemini go down hill significantly this year.
Quotes take much longer; just the notice that they have your request to quote can take two or three days.
This summer I had at least three orders in a row come in with something wrong; a gloss finish instead of matte, wrong thickness acrylic, and the latest, 1/4" instead of 1/2" stainless steel.
On that order (for a bank), they told me they would have to start the lead time over to correct the problem. I couldn't afford to wait two more weeks, so I asked them to send me a check for the difference in cost and I would use the thinner letter.
It took a phone call every week for four weeks just to get the check. And they even rounded the amount down in their favor.
I use them a couple of times a month and don't need this stress.
If any one knows a good alternative supplier, please let me know.
-------------------- Paul Luszcz Zebra Visuals 27 Water Street Plymouth, MA 02360 508 746-9200 paul@zebravisuals.com Posts: 483 | From: 27 Water Street, Plymouth, MA 02360 | Registered: Jul 2003
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Okay, so we all agree that Gemini is a great company. Or at least it HAS been. It seems like we have all been happy for the past 20 plus years and the service has been stellar.
BUT... In the past few months, there has evidently been a pattern of "less than perfect" service. Each of us individually is just a fluke. Many of us within the same timespan, spells trouble in paradise.
Our problem was a "minor" one because the job was not a rush. This too though, was in the last few months. We faxed the order with the letters "La Bella Italia" written as shown. The letter height was stated as 12" Caps, I assumed that the lower case would match (I think that writing 9" lower case is more confusing). The order came to us as ALL 12" caps, no lower case at all. Maybe it's our ordering mistake, maybe there should have been a follow up from Gemini to eliminate the confusion.
They DID make good and were very helpful, you can't fault them at all for their customer service. But, obviously the ordering system needs a shake-up.
-------------------- Gene Golden Gettysburg Signs Gettysburg PA 17325 717-334-0200 genegolden@gettysburgsigns.com
"Art is knowing when to stop." Posts: 1578 | From: Gettysburg, PA | Registered: Jun 2003
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Gene, I just read yours, and some of the other responses on this thread after writing mine. It does seem like a pattern of goofs recently for us collectively, and them as a whole.
Hope they are listening and will nip things in the bud before they fall into the pit of careless suppliers.
It really all comes down to the help they hire in their customer service and fabrication depts. Perhaps this could be alittle wake up call for them.
Nettie
-------------------- "When Love and Skill Work Together ... Expect a Masterpiece"
posted
I am going to add my praise to the people at Gemini. Everyone from the order takers to the fabricators, to the shipping dept. have done an outstanding job over the last 25 years.
I have NEVER had any problem whatsoever with Gemini. The product is alway perfect and the price is always reasonable. They are the only supplier that I have had since I've been in business that I never had a problem with.
All of my vendors should be as courteous and reliable as the employees at Gemini. Hat's off to Jim Weinel and his whole crew.
-------------------- Lou Pascuzzi www.economysigns.com Fine Hand Lettering since 1973 Danbury, Ct 203-748-4580 "IOAFS" Posts: 341 | From: Danbury, Ct | Registered: Feb 2000
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If the people from Gemini aren't considering this for a wide range industry testimonial, they're nuts, crazy, gone fishin', sunk the brain boat, checkin' out early, thought God said 'trains' instead of 'brains'& said, "I'll take a slow one."
I too have had great service over the past 15 years.
I had one incident with bronze letters & was handled very easily & smoothly.
Another very satisfied customer.
-------------------- Michael R. Bendel Bendel Sign Co,. Inc. Sauk Rapids, MN Posts: 913 | From: Sauk Rapids, MN | Registered: Jul 2005
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My first order got goofed but they fixed the problem quickly. After confirming that the typestyle on their website was the one I needed, I downloaded it, laid out the copy, sized the letters, and kerned them. I then emailed the vector file back to Gemini for production. The letters they sent did NOT match the font even though they had assured me that the website font was the same one as the letters would be. They obviously had not used my file because the spacing and kerning was all wrong.....there was stuff like an "A" to the right of a "P" which had just been left as they were typed into the computer. One of the letters was also broken. They promptly sent another letter and another pattern, but it still didn't match the font. To make a long story short, I ended up using part of the first pattern and part of the second, doing some cutting, moving taping together etc. and some of the studs still did not match up. I will probably make my own pattern next time. But they did refund the pattern charges so I can't complain there.
[ November 11, 2005, 11:10 AM: Message edited by: Wayne Webb ]
-------------------- Wayne Webb Webb Signworks Chipley, FL 850.638.9329 wayne@webbsignworks.com Posts: 7404 | From: Chipley,Florida,United States | Registered: Oct 1999
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Update: Got the letters today. They look a WHOLE lot better then the ones before. Still had a little touch of discoloring in spots . They offfered to make the pattern for me to save time but.... the pattern was pretty much a washout. Had to remark almost all the hole marks. But they tried. I was pleased that they made a valent effort as far as fixing the mistake. But I'll do my own pattern next time (like I usually do anyway) A fix is a fix
-------------------- Snow's Sign Works 865-908-0076 snowman@planetc.com www.snowsigns.com
I'm out of my mind, but feel free to leave a message... Posts: 1640 | From: Sevierville, TN | Registered: Jul 2005
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Okay folks...I promise you that I am reading and listening and your comments are very important to me personally and to Gemini as a company. Please allow me to address some of your comments.
I'll take the last one first. Felix, I can promise you from the very bottom of my heart that Gemini takes extensive measures to ensure that we do NOT sell to the end users. If you feel that your cardiologist bought direct, I would certainly appreciate an email with more details. I'm not saying that it has NEVER happened. You would be amazed at the lengths some people will go to in order to try and buy direct. We try very hard to ensure that our customers are legit though. To become a customer of Gemini requires a tax ID number, yellow page ad, some REAL proof that you are a sign company. If it is a new company that is not yet listed in the yellow pages and etc., I or one of our other field reps will personally visit the customer to verify.
As for patterns for channel letters, yes, Gemini does offer them. All you have to do is ask when you place your order.
As for the recent problems that some of you have mentioned. I hope when you say recent that you are referring to a couple of months ago. We are aware that there have been delays in the processing of some orders. There are a couple of reasons for that but the main reason is that we simply got very busy and got behind. The main delays came from a huge increase in emailed requests for quoations. After remaining steady for quiet some time, the emailed requests took a huge jump. Quiet honestly, we were not preparted for the increase in emails. We are very aware that getting the requests processsed quickly is very important and have been and still are taking steps to do better.
One thing that we have done is to hire some extra staff to work a second "evening" shift for the sole purpose of processing emails requests that couldn't be handled during our normal hours. These people do not answer the telephones at all but dedicate 100% of their time to addressing the emails and getting the orders entered.
Our indications are that we are pretty much back on track in getting the responses out in a timely manner and that is why I hope that these are complaints from a month or two ago and not present problems.
Until you are comfortable that we have this problem resolved, I would ask that you fax any requests that are urgent. Of course, if custom artwork is not involved, a telephone call can result in an immediate quote.
I hope that this answers some of your questions. Please keep the comments, negative and positive, coming. We DO care and your satisfaction is more important to Gemini than anything else.
Don
-------------------- Don Nelson Gemini dnelson@axcesswave.com Posts: 43 | From: Oberlin, OH | Registered: Aug 2004
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Don, I applaud and thank you for being a merchant who doesn't ignore us here! I personally haven't had any issues, but then I also haven't ordered gemini letters nearly as often as I'd like to.
-------------------- Chris Welker Wildfire Signs Indiana, Pa Posts: 4254 | From: Indiana, PA | Registered: Mar 2001
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Did you ever think that maybe your compitition down the street got a hold of your order before you? Hahaha
In this crazy world out there that everyone talks about....anything is possible, eh?
After reading all these posts lately....I can believe anything! hahaha
-------------------- Jackson Smart Jackson's Signs Port Angeles, WA ...."The Straits of Juan De Fuca in my front yard and Olympic National Park in my backyard...
"Living on Earth is expensive...but it does include a free trip around the Sun" Posts: 1000 | From: Port Angeles, Washington | Registered: Jan 1999
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It was the day I left home that my momma took me aside and told me that my last name was not "Smart-Ass"!
And I also learned real early how to fight....I couldn't understand thier humor with my last name. Them were fighten' words.
All I know is that you gotta keep a sense of humor.
-------------------- Jackson Smart Jackson's Signs Port Angeles, WA ...."The Straits of Juan De Fuca in my front yard and Olympic National Park in my backyard...
"Living on Earth is expensive...but it does include a free trip around the Sun" Posts: 1000 | From: Port Angeles, Washington | Registered: Jan 1999
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. They offfered to make the pattern for me to save time but.... the pattern was pretty much a washout. Had to remark almost all the hole marks. But they tried.
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