Well Spun Media

August 4, 2014Dear [redacted] ,My response to [redacted] 's complaint is as follows:I believe this issue stems from the church's strict guidelines on where videocameras can set up, which prevented us from filming from the front of the churchThis was not a decision of our own*** was aware of this policy, as she is the one who communicated it to usUnfortunately, there is no possible way for us to have filmed from the front to get the faces in question.Before the wedding, [redacted] informed us that the church had specific guidelinesWe were instructed that "video camera's must be stationary, not roving" and that "the stations allowed for video cameras will be designated by the presider" on the wedding dayOn the wedding day, we were notable to set up a camera in the front of the church, but only to film from the rearWe were able to set up a stationary camera on the side as a bashot, but still no angles from the frontWe primarily used the main, operated camera for the wedding video.Despite the church's restrictions on where we could set up, I still think the video turned out really niceAside from putting much creativity and love into working on the video, I believe we also fulfilled all of our contractual obligationsWe arrived on time and worked hard at the wedding capturing all of the main events noted in the wedding schedule provided to us by ***After the wedding, we continued working hard on the edit and even went the extra mile to do additional editing work for [redacted] free of chargeThe overall editing process did take a little longer than our usual estimated time, however this factors in the Christmas and New Years holidays as well and the time to perform the additionally editing work requestedWhen [redacted] saw the preview of the video, she wrote "the video looks great"When she approved the edit, she also commented that "she couldn't be more satisfied with the overall service".Based on ***'s communication with us, I was under the impression that she was very happy with our workLater on, I got a call from [redacted] (***'s husband)He mentioned that we inadvertently put the first version of the wedding video on the DVDs (as opposed to the one with the additional editing)I told [redacted] it was not problem to fix and I was glad to send them new DVDs with the latest version of the wedding videoIn the same phone conversation, I was asked to provide a $refund to resolve the dissatisfactionI followed up by email with [redacted] afterwards and confirmed that I would in fact send the $refund.Since this complaint was filed, I emailed [redacted] to inquire about the arrangements we had discussed (sending new DVDs and a $refund)I am still awaiting his response, but want to respond to this complain immediatelyHopefully, I will hear back from him and we can resolve this as discussed in our phone conversation.Sincerely,Jon GWell Spun Weddings

[redacted] 3:49 PM (18 minutes ago) to me, [redacted]  [redacted], Per our conversation earlier today, I am sending you this e-mail on behalf of myself and my wife [redacted] that our Complaint Number [redacted] with Well Spun Weddings was resolved to our full and complete satisfaction as of 8/26/2014. Please confirm receipt at your earliest convenience. Thank you for your assistance, and if you have any additional questions or concerns, please let me know. [redacted] Purchasing Agent [redacted] T: ###-###-#### ¦ F: ###-###-#### [redacted] 3:49 PM (18 minutes ago) to me, [redacted], Per our conversation earlier today, I am sending you this e-mail on behalf of myself and my wife [redacted] that our Complaint Number [redacted] with Well Spun Weddings was resolved to our full and complete satisfaction as of 8/26/2014. Please confirm receipt at your earliest convenience. Thank you for your assistance, and if you have any additional questions or concerns, please let me know. [redacted] Purchasing Agent [redacted] T: ###-###-#### ¦ F: ###-###-#### [redacted] * [redacted] * [redacted]@chicagocuttingdie.com>[redacted]@chi...⇄

August 4, 2014Dear [redacted],My response to [redacted]'s complaint is as follows:I believe this issue stems from the church's strict guidelines on where videocameras can set up, which prevented us from filming from the front of the church. This was not a decision of our own. [redacted]...

was aware of this policy, as she is the one who communicated it to us. Unfortunately, there is no possible way for us to have filmed from the front to get the faces in question.Before the wedding, [redacted] informed us that the church had specific guidelines. We were instructed that "video camera's must be stationary, not roving" and that "the stations allowed for video cameras will be designated by the presider" on the wedding day. On the wedding day, we were notable to set up a camera in the front of the church, but only to film from the rear. We were able to set up a stationary camera on the side as a back-up shot, but still no angles from the front. We primarily used the main, operated camera for the wedding video.Despite the church's restrictions on where we could set up, I still think the video turned out really nice. Aside from putting much creativity and love into working on the video, I believe we also fulfilled all of our contractual obligations. We arrived on time and worked hard at the wedding capturing all of the main events noted in the wedding schedule provided to us by [redacted]. After the wedding, we continued working hard on the edit and even went the extra mile to do additional editing work for [redacted] free of charge. The overall editing process did take a little longer than our usual estimated time, however this factors in the Christmas and New Years holidays as well and the time to perform the additionally editing work requested. When [redacted] saw the preview of the video, she wrote "the video looks great". When she approved the edit, she also commented that "she couldn't be more satisfied with the overall service".Based on [redacted]'s communication with us, I was under the impression that she was very happy with our work. Later on, I got a call from [redacted]'s husband). He mentioned that we inadvertently put the first version of the wedding video on the DVDs (as opposed to the one with the additional editing). I told [redacted] it was not problem to fix and I was glad to send them new DVDs with the latest version of the wedding video. In the same phone conversation, I was asked to provide a $150 refund to resolve the dissatisfaction. I followed up by email with [redacted] afterwards and confirmed that I would in fact send the $150 refund.Since this complaint was filed, I emailed [redacted] to inquire about the arrangements we had discussed (sending new DVDs and a $150 refund). I am still awaiting his response, but want to respond to this complain immediately. Hopefully, I will hear back from him and we can resolve this as discussed in our phone conversation.Sincerely,Jon GWell Spun Weddings

Review: Our expectations of Well Spun Wedding Films were simply to provide a video that would creatively capture the memories and emotions of the bride/groom and family/friends during our wedding day. After a long awaited 6 months following our wedding date, we reviewed the final video only to discover how extremely disappointed and dissatisfied we were with the final product created by Well Spun Wedding Films. The following will summarize a few of the many failures that occurred differently from what we had expected prior to our wedding event.Beginning with the ceremony, the wedding videographers failed to capture very key elements of our wedding. During the ceremony, it was our expectation the main camera would take video footage of the wedding parties faces during the introductory procession and the stationary camera tri-pod would capture other moments that the main camera was unable to obtain. This did not occur in that the end result were only images of the altar and the backsides of the wedding party during the procession. We understand there are church rules that videographers must oblige by in order to respect the sanctity of Church such as refraining from taking video footage from the front of the church or in the aisles. However, the videographers appeared to only focus on use of the stationary camera and failed to use their professional judgment with using special camera angles from the main camera to capture the moments of optimal footage. The final product revealed that the stationary camera produced obstructed views during multiple instances throughout the ceremony. Moving on to the reception, the videographers once again failed to capture the key moments. The lack of judgment and sensitivity were evidenced by the interruptions of pause and cut offs during prime key events of the reception such as the First Dance. In addition, it appears that the videographers who were supposed to be roaming around to capture the moments were not there. Finally, moving to the final product, Well Spun Wedding Films failed to deliver a satisfactory video. The video arrived greater than 6 months following the wedding and it was to our disappointment that the hard drive and CDs received were the incorrect version of the short video edit. The editing team failed to incorporate a creative vintage element as we discussed upon contract agreement. In addition, the initial version failed to include footage of the childrens faces during the wedding procession and the Best Men/Matron of Honor speeches as requested. Unfortunately, going back to the lack of professional videographer judgment, we were informed by Well Spun Wedding Films that the videographer failed to capture footage of the childrens faces during the procession. The summarized descriptions indicated above were only a few of the many factors which led to our disappointment of Well Spun Weddings. Sadly, we will never be able to relive our special wedding with video captured memories because of everything missed. We are aware there are no guarantees that all moments will be captured on film. However, we were not expecting to have to request simple assumed expectations such as capturing the brides reaction walking down the aisle as she sees her groom for the first time. For obvious reasons, it is not a reasonable request to have the company redo the wedding to capture these moments. In resolution, we requested the following items to be obliged by Well Spun Weddings Films company:1) 3 Blu-Ray CD's with the correct short video edit.2)Hard Drive with all raw footage and correct short video edit.3)Complete monetary refund.Despite discussing these requests with owner, Jon G[redacted], we have never been given a guarantee that any of these requests would be met. Therefore, Well Spun Wedding Films has failed to meet the companys mission and guarantee of excellent customer satisfaction by capturing the special key moments of our wedding day. In addition, Well Spun Wedding Films has not fulfilled the contractual agreement to provide us with the complete final product.Desired Settlement: 1)3 Blu-Ray CD's with the correct short video edit2)Hard Drive with all raw footage and correct short video edit3)Complete monetary refund

Business

Response:

August 4, 2014Dear [redacted],My response to [redacted]'s complaint is as follows:I believe this issue stems from the church's strict guidelines on where videocameras can set up, which prevented us from filming from the front of the church. This was not a decision of our own. [redacted] was aware of this policy, as she is the one who communicated it to us. Unfortunately, there is no possible way for us to have filmed from the front to get the faces in question.Before the wedding, [redacted] informed us that the church had specific guidelines. We were instructed that "video camera's must be stationary, not roving" and that "the stations allowed for video cameras will be designated by the presider" on the wedding day. On the wedding day, we were notable to set up a camera in the front of the church, but only to film from the rear. We were able to set up a stationary camera on the side as a back-up shot, but still no angles from the front. We primarily used the main, operated camera for the wedding video.Despite the church's restrictions on where we could set up, I still think the video turned out really nice. Aside from putting much creativity and love into working on the video, I believe we also fulfilled all of our contractual obligations. We arrived on time and worked hard at the wedding capturing all of the main events noted in the wedding schedule provided to us by [redacted]. After the wedding, we continued working hard on the edit and even went the extra mile to do additional editing work for [redacted] free of charge. The overall editing process did take a little longer than our usual estimated time, however this factors in the Christmas and New Years holidays as well and the time to perform the additionally editing work requested. When [redacted] saw the preview of the video, she wrote "the video looks great". When she approved the edit, she also commented that "she couldn't be more satisfied with the overall service".Based on [redacted]'s communication with us, I was under the impression that she was very happy with our work. Later on, I got a call from [redacted]'s husband). He mentioned that we inadvertently put the first version of the wedding video on the DVDs (as opposed to the one with the additional editing). I told [redacted] it was not problem to fix and I was glad to send them new DVDs with the latest version of the wedding video. In the same phone conversation, I was asked to provide a $150 refund to resolve the dissatisfaction. I followed up by email with [redacted] afterwards and confirmed that I would in fact send the $150 refund.Since this complaint was filed, I emailed [redacted] to inquire about the arrangements we had discussed (sending new DVDs and a $150 refund). I am still awaiting his response, but want to respond to this complain immediately. Hopefully, I will hear back from him and we can resolve this as discussed in our phone conversation.Sincerely,Jon GWell Spun Weddings

Consumer

Response:

[redacted] 3:49 PM (18 minutes ago) to me, [redacted], Per our conversation earlier today, I am sending you this e-mail on behalf of myself and my wife [redacted] that our Complaint Number [redacted] with Well Spun Weddings was resolved to our full and complete satisfaction as of 8/26/2014. Please confirm receipt at your earliest convenience. Thank you for your assistance, and if you have any additional questions or concerns, please let me know. [redacted] Purchasing Agent [redacted] T: ###-###-#### ¦ F: ###-###-#### [redacted] 3:49 PM (18 minutes ago) to me, [redacted], Per our conversation earlier today, I am sending you this e-mail on behalf of myself and my wife [redacted] that our Complaint Number [redacted] with Well Spun Weddings was resolved to our full and complete satisfaction as of 8/26/2014. Please confirm receipt at your earliest convenience. Thank you for your assistance, and if you have any additional questions or concerns, please let me know. [redacted] Purchasing Agent [redacted] T: ###-###-#### ¦ F: ###-###-#### [redacted]