REFUSAL TO REPRINT A SUBSTANDARD JOB

My company (branding and design) has had an ongoing relationship with a Edina Rempress, a printer that we use mostly for Business cards. I recently printed business cards for a client with Edina Rempress, but when the cards were taken out of their protective (interleaved) packaging and used, it was found that the ink transfers, smudging the entire surface of the cards. The ink also rubbed off in certain places. Not much handling was required to achieve this result, and I agreed with my client that this was completely unacceptable. We approached Edina for a reprint, they did their own assessment of the card that we returned (in the original protective packaging) and found that the cards were largely undamaged (big surprise) because they have not been handled yet. They are refusing to take any responsibility and will not be reprinting the cards as we requested. In my 22 years dealing with printing and design, I have never had a company show such blatant disregard for the client's wishes or their own malfunctioning product. I am very dissapointed and will choose not to continue my relationship with this Edina Rempress. Furthermore it took more than 2 months for them to respond.