Concerns have been raised over the wording used by a print-on-demand (POD) specialist in its emails to customers advising them about their e-proofing process.
A West Country publisher contacted PrintWeek to highlight the issue after one of its contacts complained about an email it had received from Lightning Source UK (LSI), a subsidiary of US book publisher Ingram Content Group, detailing the company’s responsibility relating to titles approved via its eproofing system.
In an email, seen by PrintWeek, sent by Lightning Source to its client the company states: "Please note that any printing anomalies may not be visible in the electronic proof. By approving this title via the eproof, you release LSI from any errors or defects that arise during printing."
Lightning Source customer relations manager Andrea Mansell told PrintWeek said that LSI had changed the wording in response to the complaint.
She said: "It does appear to be a little ambiguous. We have recently changed the wording slightly because the context was slightly out and it has been made clearer that it is nothing to do with the print quality. It refers to editorial errors which we can’t be held responsible for."
However neither PrintWeek nor LSI’s client has seen a revised version.
Mansell said: "We are not in a position to talk about our processes. This is to do with our relationship with our customer."
PrintWeek’s source said: "I was surprised that that such a large, and well-thought of company, could include such an arrogant diktat in their routine correspondence, especially as the customer only sees it after the order has been placed. I understand that the wording has now been changed but the company is still coy about what it is."
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