THE SET UP:

I have finally started using my Holga over the past few months, and I am in love with it. The only issue lies in the fact that there are no local labs to develop the 120 film. I finally discovered a place right up the street from my office.

THE PROBLEM:

To Whom it May Concern:

This email is to express my increasing disappointment with the customer service and quality of product in the photo developing department of the Melrose, MA location.

I started bringing in my 120 film about a month ago. I had been very excited to find a local lab that could develop this type of film. I was very pleased with the results and the fact that I could now get my film developed in a timely manner without having to send it off to California. However, my last few experiences in your store have grown progressively worse:

1. I fully understand that the type of developing I require needs to be processed in different locations. I have also come to realize that because of this, ringing up the order can take longer than an average transaction, and I have no problems with this. About 2 weeks ago, one of your customer service agents (I unfortunately did not get her name, but she was an older woman) rang me up, and then I presented her with my wbur card which allowed me a 20% discount. Upon seeing my card, she responded with a very obviously annoyed sigh, and said. ‘I wish you had given me that before I rang everything up.” After she spent a few minutes staring at the computer deciding on the easiest way to apply the discount, she finally decided she had to cancel the transaction and re-ring everything again. I apologized for not knowing I needed to present the card prior to being rung up. She redid the transaction and did apologize for taking so long to do so. When I went out to the parking lot to check my photos, I discovered that the CD I ordered for 3 of my film rolls was not included. This took about 10 minutes for me to discover, because the way the photos are packaged is very inconvenient – I had been handed 6 envelopes, but the photos, film and CDs were randomly distributed between each one. I returned to the store and after waiting for another 15 minutes while the same customer service agent walked right past me 3 or 4 times without acknowledgement, was finally asked by Crystal if I needed any help. I explained I was missing a CD, and she blamed it on “the new guy” before reburning my photos to the CD. Despite this experience, I was very happy with my photos.

2. Yesterday, I came in to pick up some film (2 color rolls and 2 black and white rolls), and was assisted by Genaro. He was obviously new, which I did not have an issue with, until it became apparent that there was no one around to help him ring up my order. I presented my wbur card (prior to him ringing me up) and he had to find a manager to help him figure out what the discount was. Again, I am a patient person, and did not mind waiting. While he was trying to apply the discount, he needed assistance for a SKU#, called the manager to the front, and when he asked him how to apply the discount, the manager replied in a very derogatory tone, “Take 20% off the subtotal.” Genaro explained he was aware of this, and asked about the SKU# again, to which the manager replied, “Take 20% off the subtotal!” And left. Another agent finally came up to help him, explaining that the 20% needed to be taken off of each individual product. Genaro apologized when the transaction was completed, which I felt he himself had no reason to do, but appreciated it nonetheless. Upon returning home, I opened my photos, and wouldn’t you know: My black and white film did not include prints OR a CD, BOTH of which were written right on the envelope my negatives were returned in. The quality of the scans on the color CD were terrible – it looked as if there was dust all over the scanner when the photos were scanned (as the prints themselves were fine.) I called this morning to see if there was perhaps another envelope with the rest of my order in it, there was not, and I was told that they probably had not been done.

I expected a much higher level of service from your company, and I am quite disappointed. Your new hires are not fully trained or assisted before being sent off to produce items for which I pay a good deal of money. The packaging of the finished products is ridiculous – I don’t understand why all of the items in a particular order cannot all be placed in the envelope containing the details of the order. I dropped off 4 more rolls of film prior to yesterday’s experience, and quote honestly, I am dreading the outcome. I hope something can be done about the overall quality of your processing department, as I would like to continue using your services. However, until that point, I will be reverting back to sending my film to California.

Regards,
Skippy Fantastic

THE RESPONSE:

Miss Fantastic,

I received your e-mail this am and have taken the following steps:

1. Forwarded it to the manager of our lab, Dick Haskell.
2. Forwarded it to our GM, Matt Mitchell

I have asked that they each follow-up with you and to remedy the situation with their individual staffs. Thank you for taking the time to express your concerns and for giving us the opportunity to correct these unacceptable photofinishing and customer service issues. I’m never happy to hear of such problems but I always appreciate it when someone such as you takes time out of your busy day to correspond.

Regards,
Ricardo

THE SECOND RESPONSE:

Hello Ms. Fantastic,

I would first like to apologize for the negative experiences that you have had in our store. I would also like to thank you for taking the time to inform us of our short comings. Your input helps me to identify a problem that exists and work to improve it.

I spoke with our Front End Supervisor a moment ago and informed her of the problems that you encountered. She will be retraining not only the new hires but the experienced cashiers as well on how to handle these specific issues. I have also instructed her to mark your incoming film as no charge.

Unfortunately it may take me a little longer to get the packaging of the final product corrected. The processing that Hunt’s provides is all done by outside vendors(including work done inside our Melrose location). When processing black and white film we actually use 2 different vendors, one for the film processing and another for the prints and scans. I would just like to clarify a few things with you so I get going in the right direction to fix the problem.

1)As I understand it your pictures, negatives, and CDC’s did not come back in the bag that they were dropped off in. This makes it very difficult to verify that what you ordered is actually in the bag.

2)Repeatedly what you ordered was not deliver. Were the instructions properly written on the processing bags?

3) The digital scans were of a poor quality. Is this problem consistent?
Was the resolution acceptable? Were you asked what level of scan you would like?

If there were any other issues with the processing please let me know.

I will be out of the store for the remainder of the week but will have access to my email. I will get started trying to iron out the kinks as soon as I get the details from you. Our goal is to provide you with great service as well as the best possible product. With your input I know that we can prevent your film from traveling across the country.

Thanks You,

Matt Mitchell
General Manager

THE THIRD RESPONSE:

My curiosity about Melrose based businesses led me to search for your company on the web only to discover that you provide audio conferencing. We do two to three teleconferences a month with our management team and I use a web based company called www.freeconference.com. Does your company offer a similar service? If yes, I’d like to speak with someone regarding the service.

Ricardo

THE END OF THE FOURTH RESPONSE (Dick, via voicemail):

“So if there is anything at all that you need, here is my personal cell number, give me a call at any time!”

THE LESSONS LEARNED:

1. Complaining to a company makes them want to become a customer of YOURS.
2. I now have a new friend that I can call up and gossip about Desperate Housewives.