Capone's Original Old Time Picture Studio

At Capone’s Original Old time Picture Studio, we have been creating memorable photographs since 1973, serving 100’s of...

customers each week throughout the summer.  With few exceptions, we have all photo negatives from 1973 thru the spring of 2005, an estimated 180,000 negatives.  From the spring of 2005 when we upgraded to digital equipment, we store the digital images of every sitting.  
 
This customer and her family had been in the studio On July 11 and purchased a framed picture plus the digital images at a reduced price of $30 (regular price is $50).  Because they had such a positive experience in our studio they returned to the studio on July 13th for 3 additional sittings, all large groups.  While viewing the last sitting with the customer, it appeared that the first sitting images were duplicated, and these were deleted. Thankfully, we had already printed their order from this sitting, which they purchased at a discount. Only when we started the process to write the images to the CD did we discover that the first sitting images were not to be found.  The customer was charged a reduced rate of $30 for one set of digital images, a much reduced rate of $10 for the second set, and no charge for the third set.  We informed the customer that we would conduct a search of deleted files and see if we could locate the deleted images. Even after the customer called the studio and spoke to the owner on the July 21st, we continued to search through deleted and old files for this missing sitting of photos.  The following day, I returned the call to the customer and left a message reminding her of what had happened with the images, and that we hadn’t yet been able to recover them, and that even though they had only paid for 2 sittings we would be sending a gift certificate for $30.  Because searching through old and deleted files cannot be done while serving other customers, much of this was done after hours (after 11 pm), which is not a good time to be making phone calls, so I took the information home with me to process the follow up of contacting the customer, and taking care of the gift certificate.  Due to scheduling, the gift certificate was overlooked, but finally went out in the mail on Thursday Aug 7th.   We deeply regret the loss of the digital images as reorders are an important part of our business.
 
Sincerely,
 
[redacted]
Manager
[redacted]