Blue Ink Media Solutions

I've been using Blue Ink Media Solutions for about eight months now and the software delivery process has been seamless every single time. Our team received the platform updates ahead of schedule and the onboarding documentation was thorough and easy to follow. I was honestly expecting the usual headaches that come with enterprise software rollouts but this was refreshingly smooth. Highly recommend to any business looking for a reliable delivery partner.

The customer support team at Blue Ink Media Solutions genuinely saved our project. We had a critical integration issue on a Friday afternoon and their rep, I believe her name was Denise, stayed on the call with us for nearly two hours until everything was resolved. That kind of dedication is rare. We've worked with a lot of vendors over the years and this level of responsiveness stands out. Five stars without hesitation.

Account management has been solid overall. My account manager checks in regularly and actually understands our business needs rather than just pushing upsells. There was one instance where a contract renewal got delayed because of some internal miscommunication on their end, which cost us a few days, but they acknowledged the mistake and made it right. Docking one star for that but otherwise a very professional experience.

Billing has been mostly transparent and accurate since we signed on. I appreciated that they sent a detailed invoice breakdown without me having to ask for it. There was a minor discrepancy in our second month that took a couple of emails to sort out, but the finance team was professional and issued a credit quickly. Good experience overall and I feel confident trusting them with our billing going forward.

I've submitted three support tickets over the past six weeks and every single one has taken more than five business days to get a response. By the time someone gets back to me the issue has either resolved itself or I've had to find a workaround on my own. This is not acceptable for a company charging what they charge. The software itself is fine but the support infrastructure is clearly understaffed or just not prioritized.

What an absolute billing disaster. They charged my company card twice in the same billing cycle and then had the nerve to tell me it would take up to 30 business days to process the refund. That is over a month for money that should never have been taken in the first place. I escalated to a supervisor and was told someone would call me back within 48 hours. That was three weeks ago. Still waiting. I am actively looking for a replacement vendor.

The software delivery was delayed by almost three weeks with zero proactive communication from their team. I had to reach out multiple times to get any kind of status update and even then the answers were vague. We had internal deadlines tied to this deployment and the delay caused real downstream problems for our team. When I finally spoke to someone they offered a partial discount on next month's fee which honestly felt like a band-aid on a much bigger wound.

I have never felt more ignored as a paying customer. My account manager was reassigned without anyone telling me and for nearly a month I had no point of contact. Emails bounced back or went unanswered. When I finally got through to someone new they had zero context on our account history and I had to re-explain everything from scratch. This level of disorganization in account management is unacceptable for a business of any size.