Make sure that all fields are complete and accurate.

Be as thorough as possible when describing the issue.

If possible take photos or video of the defect. 

Be sure that photos have a reference item within them so that size/ spacing can be determined (if that’s applicable to the issue at hand).

Once the Media Team reviews the form for completeness, we’ll send it off to the appropriate manufacturer to begin your quality claim process. This process and the time required to address each stage of the review does vary by manufacturer but we’ve generalized the steps below to help you better set expectations with your customer.

A new case is opened with the information you submitted on the form above. (same day if submitted before 3pm EST)

The manufacturer will review the information submitted. If appropriate they may pull retains from their inventory to review items such as face stock and adhesive issues.

They may attempt to replicate the issue your customer is experiencing using the same printer and material ordered.

If the above attempts fail, the next step would be to RMA product back to the manufacturer so that they can test the actual product in question. (In order to expedite this process please have your customer send the product as soon as the RMA is provided, and be sure to include all the appropriate information on the label/ inside the package)

If the product is deemed defective by the manufacturers quality control department, they will either issue a credit for the product or send replacement depending on the choice submitted on the original form above. If the product is NOT deemed defective, the manufacturer will return the original product to the customer.

The time frame for resolution of a quality case varies greatly from case to case and manufacturer to manufacturer. Some may be solved within a few days of submission but most take a few weeks. The more thorough the information submitted originally, the more likely you are to receive a expeditious resolution. Feel free to contact your BlueStar sales representative or the Media Team directly with questions throughout the process, though we will send updates as we receive them.

When rolls are converted they are given a lot# that links them back to the master roll they were created from. Retains from each master roll are kept on file for quick reference in case any quality concerns arise. Having your lot# allows the manufacturer to check the retains they have on hand for issues with the substrate or adhesive. Typically they can do this without you sending any product back to them for review. If there are known issues with a given lot#, this allows for quick identification and resolution as well. 

Lot# placement varies by manufacturer but typically can be found on the outside of the carton packaging as well as on a label inside the roll core.

We will not reach out to your customer unless you expressly give us consent to do so. If you do, we’d prefer you be on the call/ copied on the email so that it’s clear we’re working on your behalf as an extension of your company. We ask for this information in advance so that if call tags need to be issued to RMA the product, to bring in samples for review, or to send replacement product, we can do that as efficiently as possible.

The more information here, the better. Key information will vary depending on the type of product failure you’re experiencing. For example, if you’re experiencing a print issue we’d need to know the type of printer you’re using. If you’re printing thermal transfer, the ribbon and label will be important as well as the heat settings in the driver. If the issue you’re having is adhesive related, we’d need to know the application and use temperature of the label. Keying as much information here as you’re able offers the quality team the greatest chance of replicating your issue quickly and providing an expeditious solution to your claim.