[redacted] - This is a letter I had sent to [redacted]s Photography earlier. [redacted]
[redacted],
On October 7th 2013 I sent the email requesting that picture 7164 be sent w blue background touched up to [redacted] HS.
On October 9th I emailed [redacted] and asked her to send me the picture that was touched up. I did not get a response and assumed that she would have sent the one I requested. We could have caught the mistake had she sent me the picture.
On March 12, 2014 I requested a copy his yearbook picture so I could use it for the act test and you sent the wrong picture so I questioned you which picture was sent and you stated you didn't know which one she sent and sent me 7164 w blue background and black and white. I specifically stated to you that I wanted pic 7164 for his grad picture. Didn't you check to see at that time which one was sent? You could have caught the mistake at that time too. Not only that, the yearbook final turn it day is in April! It could have been changed at that point!
We aren't talking about a family portrait to go on the wall we are talking about his senior picture that will be in his class yearbook forever. I requested three times to see that 7164 be sent and that I see the copy. Its just unacceptable and unprofessional.
If I do not hear from you by the end of this week I will contact the Revdex.com.
[redacted]
Again I am sorry that this customer has a problem recognizing deadlines. In nearly fifty years of being in business we have not had a situation like this. I understand this customer's frustrations, but there is nothing that we can do to fix her problem.
Schools give us deadlines that we have to honor. We have deadlines and time constraints that our customers have to honor. Just because a school does not send the photos to their printer at their stated deadline does not mean that the school will allow EVERY student to change their mind on the selected pose up until the photos are sent to the printer. Some schools will allow pictures to be submitted late (they want every student represented in the yearbook) but they are usually loathe to let students change their minds after a photo has been submitted. This could open up a pandora's box for the school. This is why every has to honor the stated deadlines.
As far as this customer is concerned all of our obligations were met. She got a CD with a copyright release and a picture that she selected was sent to the school. I would like to point out that this customer had all the pictures and apparently was in contact with the school. There was nothing preventing her from sending any changes to the school.
I think the best way to prevent this misunderstanding in the future is for us to send the retouched pose to the customer and let them be responsible for getting it to the school.
none; white-space: normal; word-spacing: 0px;">I am sorry to hear about this complaint. We have been in business since 1966 and have not had an issue like this.
The package that this customer bought cost $50. At the time that the customer was photographed (9-6-13)
she received ALL the photos on a cd with a copyright release. At this point the photos belong to the customer. They have the right to get them printed where ever they want. As a free service we send a retouched photo to the yearbook. We did this.
The issue here is with deadlines. This school had a deadline of 10-10-13. This is not our deadline. It is the school's. Our deadline is sooner as we need to get the photos edited and retouched prior to that time. This customer narrowed her choice down to two photos. On 10-4-13 we asked for a decision and sent an email also. This customer waited until right before the school's deadline to make a new special request with a background change which requires a lot of unpaid computer time. By this time we had already retouched the other pose that the customer picked so that this customer would have a photo in the yearbook. The pose that was sent to the yearbook was chosen by the customer.
This customer decided that I have the power to make changes in a school's yearbook five months after their deadline. I tried to explain to her that this is not possible.
[redacted] - This is a letter I had sent to [redacted]s Photography earlier. [redacted]
[redacted],
On October 7th 2013 I sent the email requesting that picture 7164 be sent w blue background touched up to [redacted] HS.
On October 9th I emailed [redacted] and asked her to send me the picture that was touched up. I did not get a response and assumed that she would have sent the one I requested. We could have caught the mistake had she sent me the picture.
On March 12, 2014 I requested a copy his yearbook picture so I could use it for the act test and you sent the wrong picture so I questioned you which picture was sent and you stated you didn't know which one she sent and sent me 7164 w blue background and black and white. I specifically stated to you that I wanted pic 7164 for his grad picture. Didn't you check to see at that time which one was sent? You could have caught the mistake at that time too. Not only that, the yearbook final turn it day is in April! It could have been changed at that point!
We aren't talking about a family portrait to go on the wall we are talking about his senior picture that will be in his class yearbook forever. I requested three times to see that 7164 be sent and that I see the copy. Its just unacceptable and unprofessional.
If I do not hear from you by the end of this week I will contact the Revdex.com.
[redacted]
Again I am sorry that this customer has a problem recognizing deadlines. In nearly fifty years of being in business we have not had a situation like this. I understand this customer's frustrations, but there is nothing that we can do to fix her problem.
Schools give us deadlines that we have to honor. We have deadlines and time constraints that our customers have to honor. Just because a school does not send the photos to their printer at their stated deadline does not mean that the school will allow EVERY student to change their mind on the selected pose up until the photos are sent to the printer. Some schools will allow pictures to be submitted late (they want every student represented in the yearbook) but they are usually loathe to let students change their minds after a photo has been submitted. This could open up a pandora's box for the school. This is why every has to honor the stated deadlines.
As far as this customer is concerned all of our obligations were met. She got a CD with a copyright release and a picture that she selected was sent to the school. I would like to point out that this customer had all the pictures and apparently was in contact with the school. There was nothing preventing her from sending any changes to the school.
I think the best way to prevent this misunderstanding in the future is for us to send the retouched pose to the customer and let them be responsible for getting it to the school.
Thanks,
[redacted]
none; white-space: normal; word-spacing: 0px;">I am sorry to hear about this complaint. We have been in business since 1966 and have not had an issue like this.
The package that this customer bought cost $50. At the time that the customer was photographed (9-6-13)
she received ALL the photos on a cd with a copyright release. At this point the photos belong to the customer. They have the right to get them printed where ever they want. As a free service we send a retouched photo to the yearbook. We did this.
The issue here is with deadlines. This school had a deadline of 10-10-13. This is not our deadline. It is the school's. Our deadline is sooner as we need to get the photos edited and retouched prior to that time. This customer narrowed her choice down to two photos. On 10-4-13 we asked for a decision and sent an email also. This customer waited until right before the school's deadline to make a new special request with a background change which requires a lot of unpaid computer time. By this time we had already retouched the other pose that the customer picked so that this customer would have a photo in the yearbook. The pose that was sent to the yearbook was chosen by the customer.
This customer decided that I have the power to make changes in a school's yearbook five months after their deadline. I tried to explain to her that this is not possible.
Thank You for your time,