Signature Video Production

The customer in question notified our company that she had not received her productWe contacted her immediately and did resolve that her DVD had accidentally been sent to the dance studio she attends, where many of the customers pick up their DVD ordersWe apologized and were happy to refund her
$S/H fee, or to ship a new DVD right to her homeShe chose to have us ship it to her homeShe notified us on July and she recieved the correct DVD from us on June As these are custom made and not off-the-shelf products, there is some time neededDespite this we resolved the issue within days including shipping it to her homeShe received the correct product she ordered day after she filed this complaintWhile no company is 100% without the occassional error, we do ensure ours are as minimal as possible and we make sure we handle it as honorably, courteously and quickly as possibleIn the case of someone attempting to ruin the entire reputation of a long-standing, highly satifaction-successful company, because of a $error, despite our resolving it within days, is clearly the mark of someone having a very bad dayWe had this verified with others who associate with this customer regularlyThe tracking number verifying arrival is: *** *** *** *** *** ** While this was sent first class and the tracking is not a public courtesy, any post office will be able to look it up and verify the info we have stated hereinThank you for your time in resolving and dissolving this matter

Review: I ordered a video to be shipped to me after my daughter's dance recital . I paid an extra $6 to do this and have a receipt attesting to this. I did not receive the video. I contacted the company, and somebody named Debra apologized saying "mistakes happen". She offered to send me the video again or refund. I asked for the video to be sent. It was mailed in the U.S. mail with stamps. I received it and it was the wrong video. The original date of the event was in May--it is now two months later and this is egregious that the wrong video was sent to me. This is horrible customer service.Desired Settlement: I want the correct video shipped to me via overnight [redacted]-not through stamped U.S. mail. I would never use this company again, and would recommend others do not as well.

Business

Response:

The customer in question notified our company that she had not received her product. We contacted her immediately and did resolve that her DVD had accidentally been sent to the dance studio she attends, where many of the customers pick up their DVD orders. We apologized and were happy to refund her $6 S/H fee, or to ship a new DVD right to her home. She chose to have us ship it to her home. She notified us on July 1 and she recieved the correct DVD from us on June 10. As these are custom made and not off-the-shelf products, there is some time needed. Despite this we resolved the issue within 9 days including shipping it to her home. She received the correct product she ordered 1 day after she filed this complaint. While no company is 100% without the occassional error, we do ensure ours are as minimal as possible and we make sure we handle it as honorably, courteously and quickly as possible. In the case of someone attempting to ruin the entire reputation of a long-standing, highly satifaction-successful company, because of a $6 error, despite our resolving it within 9 days, is clearly the mark of someone having a very bad day. We had this verified with others who associate with this customer regularly. The tracking number verifying arrival is: [redacted] While this was sent first class and the tracking is not a public courtesy, any post office will be able to look it up and verify the info we have stated herein. Thank you for your time in resolving and dissolving this matter.

Review: At daughter's dance recital, we have paid for video production to ensure that our daughter will be in the video during the dance. Product was received and my daughter's face was NOT in it.I have requested for a FULL refund of $40.00 and they stated that it was company policy that they do not send refunds back.Desired Settlement: $40.00

Business

Response:

Ms. [redacted] ordered a DVD of her child's dance recital from our company. She signed an order form stating that by doing so she agreed to all applicable Signature Video terms and policies. Our policies state that their are no refunds except in the case where their child was not in the performance. Ms. [redacted] child WAS in the camera's frame for the entire dance in which

she performed. That one main camera angle is our guarantee. We offer occassionally a second camera view which appears at the top of the same screen for close ups. This is an EXTRA, not a promise or a contractual obligation. The second camera panned the entire group of kids. When the camera was on Ms[redacted] child, the child was positioned directly behind another child. The camera lingered in hopes that she would move out from behind the other child so we could get a close up, but she did not. As also stated in our contract with each dance studio, we cannot be responsible for choreography or positioning. We are hired to film the event, from the location provided us, and have no right to interfere with choreography. We captured every child on the stage in the full stage shot. We ATTEMPT, at no additional charge, and by no promise or guarantee, to get close ups of all the children, when possible and when agreeable to the client. So Ms [redacted] request of a refund is equivalent to requesting a refund because they did not like the font we chose to write the titles in. We work VERY hard to ensure we provide a high quality

production. We go the extra length, even giving the customer the benefit of the doubt whenever possible, but to make a refund in a matter where a customer is demanding we provide her with privileges above and beyond the other customers, as well as claiming to make efforts to cause financial losses to our company, due to the placement of her child, over which we as a company are not in control, would be to set up precedent that would unjustly harm quality businesses across the board. We will not help to spread such an epidemic. Never have we received a complaint like this. We are so devoted to our product, it is rare we receive a complaint at all! Ms [redacted] received a DVD which has her child on stage and in the camera frame for the entire dance. The fact that she did not get a close-up was due to positioning, not due to negligence on the part of any member of this company. Many studios only receive one camera angle. The second camera is a bonus, not a promise.