Hi Ed,
Thank you for your updated review and glad you are very happy with the quality of our product.
We apologize for not meeting our standards nor your expectations in relation to communication. We acknowledge we have let you down on this occasion.
For future issues you can contact us directly by sending an email to [email protected] so we can help resolve your issue.
We have several points during the Ordering, Production and Shipping stages where we send emails on the progress of an order. Once you place your order you will receive a purchase confirmation email. This details all your relevant order information and your design. You will be emailed a photograph of your decals during the production process this helps to keep you informed of the progress of your order. When your order has been shipped you will be sent a tracking link. Please ensure to check your tracking link for updates on progress of your order so that you can be at the address at the intended time of delivery. The delivery times we provide are guidelines and are subject to various factors that could impact the delivery date e.g remote locations and other external factors out of our hands that relate to the delivery process.
Motocal is the only platform that provides 100% Full Customization which is unrivalled and we are not your standard off the shelf graphics company. In order for us to produce your full custom decals [bespoke Design, Templates, Materials] there are complex Manufacturing processes that need to take place. If there is any issue with your order during production that requires your input we will of course reach out to you directly. Any issue found that does not require your input we will resolve in line with our standard procedures. This may involve reproducing some [Affected Part] or all of your order which can add on average 1-2 days in production of your order. Our processes are designed for rapid production, highest quality and speedy delivery.
These communication(s) are designed to take you through your journey from placing your Order to receiving your Decals so you are kept fully informed and do not need to worry.
Again we appreciate the feedback and will be reviewing our procedures to ensure we close down any gaps we may have in relation to our communication(s).
Thanks again for the feedback and if you any further queries do get in touch directly [email protected]
Many Thanks
Mike
The Motocal Platform is a highly sophisticated Software Web Application that we build from the ground up that is specifically for motorsports graphics.
We are a dedicated team that manage all aspects of your design experience from the software you design on to the colours you use to the icons you use, the templates you use, how these files are printed and cut and a lot lot more. There is a lot of complexity behind the scenes, just like any motorsports vehicle so we appreciate your patience in dealing with these complex matters. We know you want it running just right - and that’s our aim.
However with complex software there are bound to be some issues and bugs and we are constantly fixing these and improving the Motocal Platform so it runs just right.
To do this we need your support. In order to diagnose the issue, we need to be able to identify it correctly.
Could you please send us your:
Design link (URL found in the browser of your design) so we can check out the issue for ourselves
Screenshot of the issue you are describing
The Operating System (Mac, Windows, etc) you are using
And your Browser type and version.
In the meantime I would also suggest trying opening your design in a 1. new Tab. If that fails to fix the issue then try 2. a new browser window and best to use incognito or private window. Failing that, I would suggest you try 3. Apple computer with Chrome to get the best experience.
Also regarding the text stacking issue you mentioned. There are two workarounds, I would suggest, while we understand this software issue for you:
Do nothing and place your order with the issue and we will fix the design during our DESIGN CHECK service as normal https://www.motocal.com/design-check-on-motocal/
You can split up the text feature to isolate the character this is causing the issue eg. if you want “abcdef” split to “abc” and “d” and “ef” if “d” is the problem character.
Thanks again and we have PMed you regarding this.
