Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] *** I still not happy with there respond because they are a business and should inform people that it's going to takes months to receive there product there is no way I well do business with again and I well not refere anyone to them thank you very much [redacted]
Thank you for sharing this customer's concerns with us We appreciate the opportunity to explain the situation and we will apply the appropriate level of urgency to ensure this is resolved in a timely mannerThis customer sent in batches of video tapes to be transferred to DVD, as he explained One of the orders is completed and shipped back Based on UPS tracking information, the package was delivered yesterday The other order is still with us and is being finalized It is clear that this is taking much longer than we initially expected and I will work with our team to figure out why that is the case We will do everything possible to complete the second order and ship it back promptlyWhile on the surface, converting analog materials to digital format is a seemingly simple process, this isn't always the case Due to the nature of our business, older materials are sent to us in a wide range of conditions The condition of the original material greatly impacts how they are handled, how they are processed and the amount of time required I can't speak about the specifics of this particular order, but wanted to share my views We will work to complete this customer's order, but will do so in a manner that will not sacrifice quality for speed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meIf I am not happy with the results I will be resubmitting for my money back Regards, [redacted] ***
Thank you for forwarding this complaint to us because we definitely want to make sure this customer's issue is resolved.The editing services mentioned are performed to images that need them We wouldn't want to color correct images that are new, unfaded or damaged, and did not need this type of service It is possible that our technicians deemed this customer's set of images did not need any editing.With that being said, if the customer believes their images need the editing services explained our website, we are more than happy to take another look at her scans We store all of the digital images on our servers and can review and perform any services that were missed.As a side note, customers do not pay any extra for these services Our customers pay for the scanning work, and these additional editing services are provided at no additional cost We should be performing these edits to all images that need them though and are more than happy to review.We will review the images stored on our server and contact the customer directly
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Thank you for forwarding this customer complaint and giving us an opportunity to resolve the issue. Our video technicians are responsible for monitoring the video footage that is being transferred and ensuring that we do not process material that is copyrighted. With video tapes that are
clearly copyrighted (like Disney VHS movies for example) it is very easy for our team to determine there is a copyright because of the case, label on the video, etc. For tapes that are not marked we rely on reviewing the footage itself. Unfortunately, our technicians transfer hundreds of tapes during their shift, and it is possible that tapes that have movies or TV shows recorded from the TV are missed because they can appear to be home movies at first. I apologize for how this customer's tapes were handled. The copyrighted materials should not have been transferred and we should not have processed the additional payment. I am putting in a request to have the $refunded to the credit card that it was initially charged from. I've already spoke with the head of the video department and he will be meeting with the team so that they understand what should be happening. I appreciate the patience and understanding from this customer
Thank you for providing us with this customer's complaint, and an opportunity to explain the situation
After reviewing the customer's comments and our internal notes, I want to apologize for the delay in completing the order. We have been working through a backlog of orders, which is the
reason we missed our estimated completion date for this particular customer. Although the initial date we provide our customers is an estimate, we do our best to complete all orders on or before these dates. We fell short with this customer, and truly apologize for the delay
It appears the payment processing issues also delayed the completion of the order which does not appear to be an error on the customer's end, or on ours. It happens from time to time, specifically with Discover, and I believe it is due to their security measures with online businesses. I am not putting any blame on them or their practices, simply stating what we've noticed from previous customers and issues with processing Discover payments
This order was completed and prepped for shipment today. The UPS tracking # is *** and should show movement by tomorrow
If there are any other concerns or questions that need to be addressed, please feel free to reach out and let us know. We are happy to help in any way that we can
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will say that the company started the process of refunding the overpayment on 9/2. The credit was actually on my credit card statement today. Thanks for your help.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I still not happy with there respond because they are a business and should inform people that it's going to takes months to receive there product there is no way I well do business with again and I well not refere anyone to them thank you very much [redacted]
Thank you for giving us the opportunity to work with this customer to find a fair resolution.First, I'd like to apologize for the negative experience that Ileana has had thus far. It is our mission to help customers digitize their memories so they can be shared, enjoyed and preserved digitally...
for generations into the future. If the the digital output from our transfer services are not acceptable by a customer, we are more than happy to review the order to determine if rework would produce better quality results.
As it relates to the digital output the customer received, we send video and film footage back on DVDs by default. This allows customers to view their digital footage on their TV (using a DVD player). We receive video tapes and reels of film that many of our customers can no longer view, and so a DVD is more than sufficient for them to watch and enjoy their memories. For the handful of customers that want to edit their footage, we recommend purchasing an external hard drive so we can provide them with digital video files. These can be loaded to their computer and customers can manipulate them like they would any other video file. But, as a standard, we do not provide these files because most customers simply want to view their footage on DVDs.
As it relates to the condition the film was returned in, we would be more than happy to remove the splices and put the film back on the reels that they came on. With all film orders, we splice smaller (3" or 4") reels onto larger 7" reels, prior to transfer. This is to provide a smooth transfer, and allows us to inspect and clean the film before running it. Each reel has a barcode on the leader, so it can still be identified and the splices can be removed if needed. This is done for all orders, unless otherwise specified, and the vast majority of our customers are fine with that. Most of the time, these reels have been sitting in boxes in the attic or basement and will simply go right back there after we provide our digitization services. In the rare case that film reels need to remain separated, customers often tell us in advance so we know to keep the film on the individual reels. When we receive the film back from this customer, we will put the film back onto the reels as they were originally.
With all of our digitization services, the quality of the resulting digital output is highly dependent on the quality and condition of the original materials. Often times, because the files we deliver are digital, customers expect them to be high quality, high definition video/image files, which usually isn’t possible. Especially with reel-to-reel film transfers, the materials are often 3+ decades old, and the original footage has deteriorated over time.
For this particular customer's order, it is difficult to determine the reason for the poor quality transfer, and we would appreciate the opportunity to review and provide rework if necessary. In the customer's order package, we included a UPS shipping label that she can use to send her materials back to us, at no cost to her. If she could please repackage her original film materials, along with the digital copies, use the UPS shipping label, and write "REDO" on the outside of the box, we will take it from there. Once received, we will review the original materials, review the digital files, and determine if we can obtain better quality from the analog footage.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Hi, I'm sorry about the delay with this customer's refund. I followed up with our accounting department and made sure they processed this refund today. The customer should see it on their end in the next 1-3 business days. I'll also be working with our team to identify the...
disconnect internally to ensure similar issues in the future are taken care of in a more timely manner. Thank you for communicating this customer's concerns so we could resolve it quickly.
Hi, I’m sorry about the delay in my response to this complaint. It was given to me today but I see that it is from earlier in the month. After reviewing the customer’s statement, it appears there was a misunderstanding with our process. A member of my team called the customer today but...
was unable to connect. We left a voicemail to better explain our process to clear up any confusion. If we cannot get in touch with the customer this week, we will offer a full refund for the $20 that was billed. We would rather continue processing this order and believe we are able to deliver on this customer’s expectations. When photography orders are scanned, the digital images are loaded to a DVD by default. This DVD is meant for use in a computer, allowing customers to save the image files directly to their computer’s hard drive. We offer a flash drive option for an additional fee but this is not required to download and save the digital files. Please let me know if you have any questions or need additional information. We will make attempts to work directly with this customer and clear up the confusion. Regards, Koa N[redacted] ScanDigital, Inc. Tel. 310.773.3970 [email protected]
Thank you for forwarding this complaint to us because we definitely want to make sure this customer's issue is resolved.The
editing services mentioned are performed to images that need them. We
wouldn't want to color correct images that are new, unfaded or damaged,
and did not need this...
type of service. It is possible that our
technicians deemed this customer's set of images did not need any
editing.With that being said, if the customer believes
their images need the editing services explained our website, we are
more than happy to take another look at her scans. We store all of the
digital images on our servers and can review and perform any services
that were missed.As a side note, customers do not pay any
extra for these services. Our customers pay for the scanning work, and
these additional editing services are provided at no additional cost.
We should be performing these edits to all images that need them though
and are more than happy to review.We will review the images stored on our server and contact the customer directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. If I am not happy with the results I will be resubmitting for my money back.
Regards,
[redacted]
Thank you for fielding this customer complaint to us. There are internal notes in our system, summarizing previous communications between the customer and a member of our team. I appreciate the opportunity to explain what has happened from our point of view to clear up any...
confusion.[redacted] placed her order online to convert video tapes to digital copies. In addition to the DVDs that come standard with each transfer, she also selected the Flash Drive option to receive her video files on a flash drive that can be used with her computer. The flash drive that retails for $19.95 was purchased at a discounted rate of $14.95.When placing the order, [redacted] selected our 2nd Day Air option for $19, along with a shipping kit for an additional $10. We sent her the shipping kit to fill with her materials, and she used it along with the 2nd Day Air label to send her order to our facility.Upon receipt of her order, we inventoried her materials to estimate her order's final total. The 8 video tapes that [redacted] sent in for transfer were paid for using a Groupon voucher. This Groupon voucher is valid for $350 of video transfer services. Separate from the cost of transfers, we billed [redacted] $62.95, explained here: $19 inbound shipping, $19 return shipping, $10 shipping kit and $14.95 flash drive.It appears there is some confusion about what the Groupon covers and doesn't cover. For this particular voucher, [redacted] paid Groupon $69 to receive $350 in video transfer services. This voucher credit cannot be applied to pay for shipping charges or the purchase of products like our flash drives. The credit can only be applied to pay for video transfer services.The expedited service that [redacted] mentioned was offered as an option because she expressed that she needed the order returned before the estimated completion date that was established. We offered to expedite the processing, but it would be at a cost, to cover the additional expenses on our end to process. I just wanted to be sure she understood that we weren't trying to charge her unnecessarily or without cause, it was simply to accommodate her request for a speedier completion. I'm sorry if that option wasn't presented clearly by our team.Ultimately, we want our customers to be happy. I hope this helps to explain the charges that were processed and I'm sorry if we weren't clearer when speaking with [redacted] previously. To help bring down her cost, we could ship back her order via UPS Ground instead of 2nd Day Air and adjust the charge from $19 to $10. If she'd like to make that adjustment, I can do that and refund the $9, or she can call our team directly and they would be happy to update her order details.Please let me know if there are any questions or if you need additional information.
Thank you for sharing this customer's concerns with us. We appreciate the opportunity to explain the situation and we will apply the appropriate level of urgency to ensure this is resolved in a timely manner. This customer sent in 2 batches of video tapes to be transferred to DVD, as he...
explained. One of the orders is completed and shipped back. Based on UPS tracking information, the package was delivered yesterday. The other order is still with us and is being finalized. It is clear that this is taking much longer than we initially expected and I will work with our team to figure out why that is the case. We will do everything possible to complete the second order and ship it back promptly. While on the surface, converting analog materials to digital format is a seemingly simple process, this isn't always the case. Due to the nature of our business, older materials are sent to us in a wide range of conditions. The condition of the original material greatly impacts how they are handled, how they are processed and the amount of time required. I can't speak about the specifics of this particular order, but wanted to share my views. We will work to complete this customer's order, but will do so in a manner that will not sacrifice quality for speed.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] *** I still not happy with there respond because they are a business and should inform people that it's going to takes months to receive there product there is no way I well do business with again and I well not refere anyone to them thank you very much [redacted]
Thank you for sharing this customer's concerns with us We appreciate the opportunity to explain the situation and we will apply the appropriate level of urgency to ensure this is resolved in a timely mannerThis customer sent in batches of video tapes to be transferred to DVD, as he explained One of the orders is completed and shipped back Based on UPS tracking information, the package was delivered yesterday The other order is still with us and is being finalized It is clear that this is taking much longer than we initially expected and I will work with our team to figure out why that is the case We will do everything possible to complete the second order and ship it back promptlyWhile on the surface, converting analog materials to digital format is a seemingly simple process, this isn't always the case Due to the nature of our business, older materials are sent to us in a wide range of conditions The condition of the original material greatly impacts how they are handled, how they are processed and the amount of time required I can't speak about the specifics of this particular order, but wanted to share my views We will work to complete this customer's order, but will do so in a manner that will not sacrifice quality for speed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meIf I am not happy with the results I will be resubmitting for my money back Regards, [redacted] ***
Thank you for forwarding this complaint to us because we definitely want to make sure this customer's issue is resolved.The editing services mentioned are performed to images that need them We wouldn't want to color correct images that are new, unfaded or damaged, and did not need this type of service It is possible that our technicians deemed this customer's set of images did not need any editing.With that being said, if the customer believes their images need the editing services explained our website, we are more than happy to take another look at her scans We store all of the digital images on our servers and can review and perform any services that were missed.As a side note, customers do not pay any extra for these services Our customers pay for the scanning work, and these additional editing services are provided at no additional cost We should be performing these edits to all images that need them though and are more than happy to review.We will review the images stored on our server and contact the customer directly
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Thank you for forwarding this customer complaint and giving us an opportunity to resolve the issue. Our video technicians are responsible for monitoring the video footage that is being transferred and ensuring that we do not process material that is copyrighted. With video tapes that are
clearly copyrighted (like Disney VHS movies for example) it is very easy for our team to determine there is a copyright because of the case, label on the video, etc. For tapes that are not marked we rely on reviewing the footage itself. Unfortunately, our technicians transfer hundreds of tapes during their shift, and it is possible that tapes that have movies or TV shows recorded from the TV are missed because they can appear to be home movies at first. I apologize for how this customer's tapes were handled. The copyrighted materials should not have been transferred and we should not have processed the additional payment. I am putting in a request to have the $refunded to the credit card that it was initially charged from. I've already spoke with the head of the video department and he will be meeting with the team so that they understand what should be happening. I appreciate the patience and understanding from this customer
Thank you for providing us with this customer's complaint, and an opportunity to explain the situation
After reviewing the customer's comments and our internal notes, I want to apologize for the delay in completing the order. We have been working through a backlog of orders, which is the
reason we missed our estimated completion date for this particular customer. Although the initial date we provide our customers is an estimate, we do our best to complete all orders on or before these dates. We fell short with this customer, and truly apologize for the delay
It appears the payment processing issues also delayed the completion of the order which does not appear to be an error on the customer's end, or on ours. It happens from time to time, specifically with Discover, and I believe it is due to their security measures with online businesses. I am not putting any blame on them or their practices, simply stating what we've noticed from previous customers and issues with processing Discover payments
This order was completed and prepped for shipment today. The UPS tracking # is *** and should show movement by tomorrow
If there are any other concerns or questions that need to be addressed, please feel free to reach out and let us know. We are happy to help in any way that we can
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will say that the company started the process of refunding the overpayment on 9/2. The credit was actually on my credit card statement today. Thanks for your help.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I still not happy with there respond because they are a business and should inform people that it's going to takes months to receive there product there is no way I well do business with again and I well not refere anyone to them thank you very much [redacted]
Thank you for giving us the opportunity to work with this customer to find a fair resolution.First, I'd like to apologize for the negative experience that Ileana has had thus far. It is our mission to help customers digitize their memories so they can be shared, enjoyed and preserved digitally...
for generations into the future. If the the digital output from our transfer services are not acceptable by a customer, we are more than happy to review the order to determine if rework would produce better quality results.
As it relates to the digital output the customer received, we send video and film footage back on DVDs by default. This allows customers to view their digital footage on their TV (using a DVD player). We receive video tapes and reels of film that many of our customers can no longer view, and so a DVD is more than sufficient for them to watch and enjoy their memories. For the handful of customers that want to edit their footage, we recommend purchasing an external hard drive so we can provide them with digital video files. These can be loaded to their computer and customers can manipulate them like they would any other video file. But, as a standard, we do not provide these files because most customers simply want to view their footage on DVDs.
As it relates to the condition the film was returned in, we would be more than happy to remove the splices and put the film back on the reels that they came on. With all film orders, we splice smaller (3" or 4") reels onto larger 7" reels, prior to transfer. This is to provide a smooth transfer, and allows us to inspect and clean the film before running it. Each reel has a barcode on the leader, so it can still be identified and the splices can be removed if needed. This is done for all orders, unless otherwise specified, and the vast majority of our customers are fine with that. Most of the time, these reels have been sitting in boxes in the attic or basement and will simply go right back there after we provide our digitization services. In the rare case that film reels need to remain separated, customers often tell us in advance so we know to keep the film on the individual reels. When we receive the film back from this customer, we will put the film back onto the reels as they were originally.
With all of our digitization services, the quality of the resulting digital output is highly dependent on the quality and condition of the original materials. Often times, because the files we deliver are digital, customers expect them to be high quality, high definition video/image files, which usually isn’t possible. Especially with reel-to-reel film transfers, the materials are often 3+ decades old, and the original footage has deteriorated over time.
For this particular customer's order, it is difficult to determine the reason for the poor quality transfer, and we would appreciate the opportunity to review and provide rework if necessary. In the customer's order package, we included a UPS shipping label that she can use to send her materials back to us, at no cost to her. If she could please repackage her original film materials, along with the digital copies, use the UPS shipping label, and write "REDO" on the outside of the box, we will take it from there. Once received, we will review the original materials, review the digital files, and determine if we can obtain better quality from the analog footage.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
Hi, I'm sorry about the delay with this customer's refund. I followed up with our accounting department and made sure they processed this refund today. The customer should see it on their end in the next 1-3 business days. I'll also be working with our team to identify the...
disconnect internally to ensure similar issues in the future are taken care of in a more timely manner. Thank you for communicating this customer's concerns so we could resolve it quickly.
Hi, I’m sorry about the delay in my response to this complaint. It was given to me today but I see that it is from earlier in the month. After reviewing the customer’s statement, it appears there was a misunderstanding with our process. A member of my team called the customer today but...
was unable to connect. We left a voicemail to better explain our process to clear up any confusion. If we cannot get in touch with the customer this week, we will offer a full refund for the $20 that was billed. We would rather continue processing this order and believe we are able to deliver on this customer’s expectations. When photography orders are scanned, the digital images are loaded to a DVD by default. This DVD is meant for use in a computer, allowing customers to save the image files directly to their computer’s hard drive. We offer a flash drive option for an additional fee but this is not required to download and save the digital files. Please let me know if you have any questions or need additional information. We will make attempts to work directly with this customer and clear up the confusion. Regards, Koa N[redacted] ScanDigital, Inc. Tel. 310.773.3970 [email protected]
Thank you for forwarding this complaint to us because we definitely want to make sure this customer's issue is resolved.The
editing services mentioned are performed to images that need them. We
wouldn't want to color correct images that are new, unfaded or damaged,
and did not need this...
type of service. It is possible that our
technicians deemed this customer's set of images did not need any
editing.With that being said, if the customer believes
their images need the editing services explained our website, we are
more than happy to take another look at her scans. We store all of the
digital images on our servers and can review and perform any services
that were missed.As a side note, customers do not pay any
extra for these services. Our customers pay for the scanning work, and
these additional editing services are provided at no additional cost.
We should be performing these edits to all images that need them though
and are more than happy to review.We will review the images stored on our server and contact the customer directly.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. If I am not happy with the results I will be resubmitting for my money back.
Regards,
[redacted]
Thank you for fielding this customer complaint to us. There are internal notes in our system, summarizing previous communications between the customer and a member of our team. I appreciate the opportunity to explain what has happened from our point of view to clear up any...
confusion.[redacted] placed her order online to convert video tapes to digital copies. In addition to the DVDs that come standard with each transfer, she also selected the Flash Drive option to receive her video files on a flash drive that can be used with her computer. The flash drive that retails for $19.95 was purchased at a discounted rate of $14.95.When placing the order, [redacted] selected our 2nd Day Air option for $19, along with a shipping kit for an additional $10. We sent her the shipping kit to fill with her materials, and she used it along with the 2nd Day Air label to send her order to our facility.Upon receipt of her order, we inventoried her materials to estimate her order's final total. The 8 video tapes that [redacted] sent in for transfer were paid for using a Groupon voucher. This Groupon voucher is valid for $350 of video transfer services. Separate from the cost of transfers, we billed [redacted] $62.95, explained here: $19 inbound shipping, $19 return shipping, $10 shipping kit and $14.95 flash drive.It appears there is some confusion about what the Groupon covers and doesn't cover. For this particular voucher, [redacted] paid Groupon $69 to receive $350 in video transfer services. This voucher credit cannot be applied to pay for shipping charges or the purchase of products like our flash drives. The credit can only be applied to pay for video transfer services.The expedited service that [redacted] mentioned was offered as an option because she expressed that she needed the order returned before the estimated completion date that was established. We offered to expedite the processing, but it would be at a cost, to cover the additional expenses on our end to process. I just wanted to be sure she understood that we weren't trying to charge her unnecessarily or without cause, it was simply to accommodate her request for a speedier completion. I'm sorry if that option wasn't presented clearly by our team.Ultimately, we want our customers to be happy. I hope this helps to explain the charges that were processed and I'm sorry if we weren't clearer when speaking with [redacted] previously. To help bring down her cost, we could ship back her order via UPS Ground instead of 2nd Day Air and adjust the charge from $19 to $10. If she'd like to make that adjustment, I can do that and refund the $9, or she can call our team directly and they would be happy to update her order details.Please let me know if there are any questions or if you need additional information.
Thank you for sharing this customer's concerns with us. We appreciate the opportunity to explain the situation and we will apply the appropriate level of urgency to ensure this is resolved in a timely manner. This customer sent in 2 batches of video tapes to be transferred to DVD, as he...
explained. One of the orders is completed and shipped back. Based on UPS tracking information, the package was delivered yesterday. The other order is still with us and is being finalized. It is clear that this is taking much longer than we initially expected and I will work with our team to figure out why that is the case. We will do everything possible to complete the second order and ship it back promptly. While on the surface, converting analog materials to digital format is a seemingly simple process, this isn't always the case. Due to the nature of our business, older materials are sent to us in a wide range of conditions. The condition of the original material greatly impacts how they are handled, how they are processed and the amount of time required. I can't speak about the specifics of this particular order, but wanted to share my views. We will work to complete this customer's order, but will do so in a manner that will not sacrifice quality for speed.