Mirage Photo

September 12, Re: Revdex.com Complaint ID# [redacted] To whom it may concern; In our years of doing business we have never had a complaint filed against us The filing of this complaint comes as a complete shock to us and is 100% resolvable In fact, it should have been resolved within the first year of the clients wedding date It is ONLY the delays in, and lack of communication from the client that has caused this length of time to pass It is strictly in our best interest to resolve album production as quickly and efficiently as possible as the production cost drastically increase with each passing year It is our company policy to have wedding albums complete within the first year of marriage We have gone so far as to include this stipulation in our current clients contracts due to the lack of communication displayed by a handful of clients that we have worked with over the yearsIt makes zero sense for us to delay in the album creation process as it only costs us more money and thusly a lack of profit to experience any delays in production/delivery of our productsIt is also NOT our company policy and goes against our artistic license to create images in Photoshop that depict situations that never occurred on a customer's wedding day This digital manipulation can be deemed deceptive and we are not in the business of creating "make believe" images, or depict "special memories" that never actually happened We are making an exception for this client at their request in an effort to go beyond our practices and help with the customers ultimate satisfaction We have been equally patient with this client despite the utter lack of communication they have displayed over the last years and months as displayed clearly in the following timelineOctober 24, - Wedding date photography occurred Dec - Final edited images delivered to client and images posted online February - messages exchanged with client requesting selection of images to use for their albumAfter requests being made for selected images to be placed in their album, [redacted] of Mirage Photo scheduled a meeting the with the client to assist in the selection process of e images to use in their album design A revision was made to the album design and a new draft was sent to the client for final approvalA revised draft of the album design was sent to the client on 7/22/ Three years then passed until before communication resumed demanding a completed album from a design that was not given final approval from the clientThe client states in the e-mail that they remember getting the revisions but cannot locate them and that they are responsible for the delays(attached) and hope we will still continue to work with them Mirage Photo responded with our goal of completing their album and still at no additional cost to themFrom: CLIENT Sent: Wednesday, March 25, 10:PM To: MIRAGE PHOTO Subject: Re: wedding pictures Sam!! Hello, this is [redacted] How are you doing? You might not remember me our wedding was Oct24, (don't kill me)!! We are having a baby this May and I realized we never got our wedding album We went over pictures a few times and I think I had some edits of a few of the photos before it printed I am so sorry for this huge delay (I know there is no excuse) Anyway are you able to still print the album? Do you still have the notes on the changes We already selected the photos and you sent me a draft Let me know I am so sorry again [redacted] informs CLIENT that we have no record of request for additional changes, congratulate them on addition to the family and ask that they resend the requested changes so the album can be completed From: CLIENT Sent: Friday, April 03, 3:PM To: MIRAGE PHOTO Subject: Re: wedding pictures Sam, Hello! It is nice to hear from youI have been searching for the email (I remember sending it), but can't find itCan you send me the draft and I can look it over again?? I am sorry I can't find the notes about the changes, but it was completely my fault because it was so long agoHave a wonderful holiday and I really appreciate your flexibility!! A copy of the revision was sent to the clientAnother year and a half passes before the client contacts us again Keeping in mind that Mirage Photo has photographed over weddings since her wedding in without a complaint or problem in album deliveryIn turn, that places timely brides who want their album ahead of herCLEINT On Tuesday, September 13, 4:PM, CLIENT> wrote: Sam, Hello, how are you? I must be the worst bride on the planet I feel just awful for sending this email Are you still able to make these changes and print out album? Thank you so much and please let me know if you have any questions Thank you so much!! Mirage Photo receives requested changes and informs client that a couple of the edits are not possible but we would review the images We also explained to the customer that we have current clients that are in album process and due to the delays we would need to work their changes into our current schedule We still offered to complete the job of the album and still add no additional charges the client even after a year hiatus in consistent communications We simply needed an approved final design Aleeza's album changes are placed into our editing workflow for completion with the understanding that the changes may take longer than due to current workflow and the already unrealistic delay caused by the clients lack of communication From: CLIENT Sent: Tuesday, August 29, 3:PM To: MIRAGE PHOTO Subject: Re: wedding pictures Sam, Hello, hope you are doing well After much communication and several unreturned emails, we are anxiously awaiting our wedding album This is so important to us and are getting worried We have been through a lot and worked hard to put money aside to pay for our album We have already paid for the album to be printedIf this is not possible please advise In the last several phone conversations, you indicated that you were sending over the album to be reviewed/printed We understand that a lot of time has passed since our wedding, but in our last email to us dated Sept23, you were still working on the changes Unfortunately, we have not received the updated changes however in each phone correspondence you suggested you would be sending the changes shortly We appreciate your help and coordination to get us the completed album This means so much to us We would kindly appreciate if you would respond by September 1st with a status update Sincerely, CLIENT Mirage Photo has no evidence of unreturned communication with the clients via phone or e-mail The clients request for communication between 8/and 9/was an impossibility as Mirage Photo was photographing a session out of state from 8/until 9/and had no access to e-mail communication during this timeframe Mirage Photo started returning e-mail communication on the following day of business which was 9/4/ The client was again contacted via telephone upon our return with no return call or communication The album revisions have been made and sent to the client with a request to respond with an approval to go to printAs stated in their contract (supplied upon request) the final production of the album can take 6-weeks from the FINAL APPROVAL of the design The albums are hand crafted in Italy and are not just thrown together regardless of when the clients demands the process to be completed and delivered All of which is dependent on the client approving the design of the album A final revision was made on 9/8/and sent to the client for another FINAL approval so we can proceed with print and album assemblyFrom: CLIENT To: Mirage Photo Cc: Mirage Photo Subject: Re: requested album revisions Sam and Shawn, Hello, thank you so much These changes look wonderful A huge thank you for finding a photo of the Jewel Box and fixing the other requests I want to look over it this weekend with [redacted] We both really appreciate you taking the time to work on this for us Thanks for being part of your special day and capturing these images I will be in touch with you next week Sincerely, CLIENT As of the completion of this Revdex.com response Mirage Photo still awaits that approvalOur only goal is to satisfy this client and close out her account with a completed albumTheir delays in communication has cost Mirage Photo nearly $in additional labor, meetings, album design changes, specialized photo editing not normally covered in "standard" editing procedures and increased production costs due to ever increasing album costs from our album company in Italy This additional expense will be covered solely by our business and will in no way reflect in any additional charges to the contracted client [redacted] acts as a customer liaison for all Mirage Photo patrons and serves as a principle and secondary photographer for Mirage Photo Further questions or concerns can be directed to Shawn Traman, owner of Mirage Photo L.L.C., at 636-578-or via e-mail at [email protected]

September 12, 2017             Re: Revdex.com Complaint ID#[redacted] To whom it may concern; In our 12 years of doing business we have never had a complaint filed against us.  The filing of this complaint comes as a complete shock to us and is...

100% resolvable.  In fact, it should have been resolved within the first year of the clients wedding date.  It is ONLY the delays in, and lack of communication from the client that has caused this length of time to pass.  It is strictly in our best interest to resolve album production as quickly and efficiently as possible as the production cost drastically increase with each passing year.  It is our company policy to have wedding albums complete within the first year of marriage.  We have gone so far as to include this stipulation in our current clients contracts due to the lack of communication displayed by a handful of clients that we have worked with over the years. It makes zero sense for us to delay in the album creation process as it only costs us more money and thusly a lack of profit to experience any delays in production/delivery of our products. It is also NOT our company policy and goes against our artistic license to create images in Photoshop that depict situations that never occurred on a customer's wedding day.  This digital manipulation can be deemed deceptive and we are not in the business of creating "make believe" images, or depict "special memories" that never actually happened.  We are making an exception for this client at their request in an effort to go beyond our normal practices and help with the customers ultimate satisfaction.          We have been equally patient with this client despite the utter lack of communication they have displayed over the last 6 years and 11 months as displayed clearly in the following timeline. October 24, 2010 - Wedding date photography occurred Dec 2010 - Final edited images delivered to client and images posted online February 2011 - messages exchanged with client requesting selection of images to use for their album. After requests being made for selected images to be placed in their album, [redacted] of Mirage Photo scheduled a meeting the with the client to assist in the selection process of e images to use in their album design.  A revision was made to the album design and a new draft was sent to the client for final approval. A revised draft of the album design was sent to the client on 7/22/12.  Three years then passed until 2015 before communication resumed demanding a completed album from a design that was not given final approval from the client. The client states in the e-mail that they remember getting the revisions but cannot locate them and that they are responsible for the delays(attached) and hope we will still continue to work with them.  Mirage Photo responded with our goal of completing their album and still at no additional cost to them. From: CLIENT Sent: Wednesday, March 25, 2015 10:32 PM To: MIRAGE PHOTO Subject: Re: wedding pictures Sam!! Hello, this is [redacted].  How are you doing?  You might not remember me our wedding was Oct. 24, 2010 (don't kill me)!!  We are having a baby this May and I realized we never got our wedding album.  We went over pictures a few times and I think I had some edits of a few of the photos before it printed.  I am so sorry for this huge delay (I know there is no excuse).  Anyway are you able to still print the album?  Do you still have the notes on the changes.  We already selected the photos and you sent me a draft.  Let me know.  I am so sorry again.             [redacted] informs CLIENT that we have no record of request for additional changes, congratulate them on addition to the family and ask that they resend the requested changes so the album can be completed.           From: CLIENT  Sent: Friday, April 03, 2015 3:00 PM To: MIRAGE PHOTO Subject: Re: wedding pictures Sam, Hello! It is nice to hear from you. I have been searching for the email (I remember sending it), but can't find it. Can you send me the draft and I can look it over again?? I am sorry I can't find the notes about the changes, but it was completely my fault because it was so long ago. Have a wonderful holiday and I really appreciate your flexibility!! A copy of the revision was sent to the client. Another year and a half passes before the client contacts us again.  Keeping in mind that Mirage Photo has photographed over 300 weddings since her wedding in 2010 without a complaint or problem in album delivery. In turn, that places 300 timely brides who want their album ahead of her. CLEINT On Tuesday, September 13, 2016 4:04 PM, CLIENT> wrote: Sam, Hello, how are you?  I must be the worst bride on the planet.  I feel just awful for sending this email.  Are you still able to make these changes and print out album?  Thank you so much and please let me know if you have any questions.  Thank you so much!!    Mirage Photo receives requested changes and informs client that a couple of the edits are not possible but we would review the images.  We also explained to the customer that we have current clients that are in album process and due to the delays we would need to work their changes into our current schedule.  We still offered to complete the job of the album and still add no additional charges the client even after a 6 year hiatus in consistent communications.  We simply needed an approved final design.  Aleeza's album changes are placed into our editing workflow for completion with the understanding that the changes may take longer than normal due to current workflow and the already unrealistic delay caused by the clients lack of communication.                              From: CLIENT Sent: Tuesday, August 29, 2017 3:22 PM To: MIRAGE PHOTO Subject: Re: wedding pictures   Sam,   Hello, hope you are doing well.  After much communication and several unreturned emails, we are anxiously awaiting our wedding album.  This is so important to us and are getting worried.  We have been through a lot and worked hard to put money aside to pay for our album.  We have already paid for the album to be printed. If this is not possible please advise.  In the last several phone conversations, you indicated that you were sending over the album to be reviewed/printed.    We understand that a lot of time has passed since our wedding, but in our last email to us dated Sept. 23, 2016 you were still working on the changes.  Unfortunately, we have not received the updated changes however in each phone correspondence you suggested you would be sending the changes shortly.  We appreciate your help and coordination to get us the completed album.  This means so much to us.  We would kindly appreciate if you would respond by September 1st with a status update.    Sincerely, CLIENT    Mirage Photo has no evidence of unreturned communication with the clients via phone or e-mail.  The clients request for communication between 8/29 and 9/1 was an impossibility as Mirage Photo was photographing a session out of state from 8/27 until 9/1 and had no access to e-mail communication during this timeframe.  Mirage Photo started returning e-mail communication on the following day of business which was 9/4/17.  The client was again contacted via telephone upon our return with no return call or communication.  The album revisions have been made and sent to the client with a request to respond with an approval to go to print. As stated in their contract (supplied upon request) the final production of the album can take 6-8 weeks from the FINAL APPROVAL of the design.  The albums are hand crafted in Italy and are not just thrown together regardless of when the clients demands the process to be completed and delivered.  All of which is dependent on the client approving the design of the album.           A final revision was made on 9/8/17 and sent to the client for another FINAL approval so we can proceed with print and album assembly. From: CLIENT To: Mirage Photo Cc: Mirage Photo Subject: Re: requested album revisions   Sam and Shawn,   Hello, thank you so much.  These changes look wonderful.  A huge thank you for finding a photo of the Jewel Box and fixing the other requests.  I want to look over it this weekend with [redacted].  We both really appreciate you taking the time to work on this for us.  Thanks for being part of your special day and capturing these images.  I will be in touch with you next week.     Sincerely, CLIENT   As of the completion of this Revdex.com response Mirage Photo still awaits that approval. Our only goal is to satisfy this client and close out her account with a completed album. Their delays in communication has cost Mirage Photo nearly $1000 in additional labor, meetings, album design changes, specialized photo editing not normally covered in "standard" editing procedures and increased production costs due to ever increasing album costs from our album company in Italy.  This additional expense will be covered solely by our business and will in no way reflect in any additional charges to the contracted client.  [redacted] acts as a customer liaison for all Mirage Photo patrons and serves as a principle and secondary photographer for Mirage Photo.  Further questions or concerns can be directed to Shawn Traman, owner of Mirage Photo L.L.C., at 636-578-0600 or via e-mail at [email protected].