Keane Portraits

[redacted] , after we talked the other day, I asked each person at the studio who had any part in this issue what had happenedI’m going to try summarizing what four different people had to sayI’ll use their names to make it easier to follow[redacted] was the primary contact for the order on August She said the appointment went very well, that [redacted] in particular was very enthusiastic about the portraitsWhat was NOT mentioned at the time was that [redacted] and his ex-wife [redacted] are divorcedThis was the first problem, because all contact information in the file was for herShe is listed by the District as the contact person in the list given to usIn a divorce situation, we are only to talk to the parent or guardian listed by the DistrictWhen we did speak to him at first, he was hesitant to leave his personal information, so it was never recorded in our database.Notes were made on the order file that digital images were to go to him, but this information was not relayed to my wife (who handles the art department) in the electronic file she receivedTherefore, she sent the files to the address listed on September 8, and he never received them.The next issue is about shipmentTypically, to save our local clients an expensive shipping fee, we have studio pickup for larger pieces, such as the 14xstoryboard he had orderedHe requested that this be shipped to his Fresno addressA typical order takes 6-weeks to be finishedThe information we have on file indicates the smaller prints were ready as of mid-September, with the larger storyboard ready within the time frameAgain, communication with [redacted] became a problemAt first, we did not have contact information at allWhen [redacted] , who manages the studio and handles production, tried calling, she did not have ***’s contact information, and apparently he hesitated to give it originally from the notes I seeThis is where there was a break down on our endThis was during our heaviest time of the year, and [redacted] had the finished print ready to sendWe do not stock boxes, since we never do shipments this largeOnce we did have the correct address, the storyboard was held, waiting for a large enough box to come from our frame supplierUnfortunately, [redacted] is right that he did not receive good communication at this pointThis point has been clearly driven home by this incident, and would have been corrected by someone else had anyone been aware of the delay [redacted] was justifiably annoyed by this, because at this point it did not have to do with our not having contact information, it came from our not using itHowever, once he did come in, on the day he filed this complaint, the problem was immediately handled***, a new employee, talked to [redacted] and said she would resolve it immediately [redacted] took the print to [redacted] on November 24, and [redacted] was called to resolve the issue.To my knowledge, this has all been taken care of, [redacted] received the image in good condition on November according to the [redacted] receipt attachedIn summary, we started with inaccurate information, but on our end did not follow through as we usually doWe do make errorsOur products are very custom by natureEverything is done to correct any problem immediately, we have been told that our client service is as strong as our photography work.I hope this has answered the complaint thoroughly, and handled to everyone’s satisfaction.Thanks - [redacted] ***Keane Studios LLCVillage at Pacific Highlands RanchVillage Way Suite 105San Diego, CA 92130858-259-1900cell: 858-353-8978www.keanestudios.com

[redacted], after we talked the other day, I asked each person at the studio who had any part in this issue what had happened. I’m going to try summarizing what four different people had to say. I’ll use their names to make it easier to follow.[redacted] was the primary contact for the order on August...

18. She said the appointment went very well, that [redacted] in particular was very enthusiastic about the portraits. What was NOT mentioned at the time was that [redacted] and his ex-wife [redacted] are divorced. This was the first problem, because all contact information in the file was for her. She is listed by the District as the contact person in the list given to us. In a divorce situation, we are only to talk to the parent or guardian listed by the District. When we did speak to him at first, he was hesitant to leave his personal information, so it was never recorded in our database.Notes were made on the order file that digital images were to go to him, but this information was not relayed to my wife (who handles the art department) in the electronic file she received. Therefore, she sent the files to the address listed on September 8, and he never received them.The next issue is about shipment. Typically, to save our local clients an expensive shipping fee, we have studio pickup for larger pieces, such as the 14x24 storyboard he had ordered. He requested that this be shipped to his Fresno address. A typical order takes 6-8 weeks to be finished. The information we have on file indicates the smaller prints were ready as of mid-September, with the larger storyboard ready within the normal time frame. Again, communication with [redacted] became a problem. At first, we did not have contact information at all. When [redacted], who manages the studio and handles production, tried calling, she did not have [redacted]’s contact information, and apparently he hesitated to give it originally from the notes I see. This is where there was a break down on our end. This was during our heaviest time of the year, and [redacted] had the finished print ready to send. We do not stock boxes, since we never do shipments this large. Once we did have the correct address, the storyboard was held, waiting for a large enough box to come from our frame supplier. Unfortunately, [redacted] is right that he did not receive good communication at this point. This point has been clearly driven home by this incident, and would have been corrected by someone else had anyone been aware of the delay. [redacted] was justifiably annoyed by this, because at this point it did not have to do with our not having contact information, it came from our not using it. However, once he did come in, on the day he filed this complaint, the problem was immediately handled. [redacted], a new employee, talked to [redacted] and said she would resolve it immediately. [redacted] took the print to [redacted] on November 24, and [redacted] was called to resolve the issue.To my knowledge, this has all been taken care of, [redacted] received the image in good condition on November 28 according to the [redacted] receipt attached. In summary, we started with inaccurate information, but on our end did not follow through as we usually do. We do make errors. Our products are very custom by nature. Everything is done to correct any problem immediately, we have been told that our client service is as strong as our photography work.I hope this has answered the complaint thoroughly, and handled to everyone’s satisfaction.Thanks -[redacted]Keane Studios LLCVillage at Pacific Highlands Ranch5980 Village Way Suite 105San Diego, CA   92130858-259-1900cell: 858-353-8978www.keanestudios.com