Richard T.
Better resolution management needed
Unfortunately, this was one of the most frustrating customer experiences I've had in a long time. The finished graphics themselves are of good quality, which is why this isn't a one-star review. However, the service surrounding the project fell well below what I expected. From the outset I found myself repeatedly chasing updates and responses from multiple members of the team. Communication was inconsistent throughout and issues that should have been straightforward became unnecessarily time-consuming. The installation was then carried out outside the agreed time from our perspective, resulting in our alarm being triggered. This led to an engineer call-out and our police response status being revoked. Whilst I appreciate this wasn't intentional, it created avoidable disruption and costs for our business. Following installation, a key part of the design (our website address) had been cut off. FASTSIGNS maintain this was due to a measurement discrepancy, whereas I believe there were opportunities during installation to achieve a better outcome. Regardless of where responsibility ultimately lies for that element, what disappointed me most was the overall handling of the situation afterwards. An initial gesture of goodwill was offered but was later withdrawn, and rather than feeling that someone was trying to resolve the situation, I felt the conversation gradually became about assigning responsibility. Tom, the Managing Director, did apologise for the communication issues and confirmed these would be addressed internally, which I appreciate. Unfortunately, by that point my confidence had already been lost. Every business occasionally makes mistakes. What customers remember is how those mistakes are handled. Sadly, I didn't feel valued as a customer, and after this experience I won't be using FASTSIGNS again. I can only review my own experience, and on that basis I cannot recommend them.