Our tech team has launched updates to The Nest today. As a result of these updates, members of the Nest Community will need to change their password in order to continue participating in the community. In addition, The Nest community member's avatars will be replaced with generic default avatars. If you wish to revert to your original avatar, you will need to re-upload it via The Nest.
If you have questions about this, please email help@theknot.com.
Thank you.
Note: This only affects The Nest's community members and will not affect members on The Bump or The Knot.
Need your opinions please (long)
We've been having some troubles with our photographer from the wedding. It all goes back to the last meeting before the wedding where he almost forgot about our appt.
Fast forward to this fall. We got our album back and it's awesome. One problem...the day after we picked it up, pages started warping. We called them and they told us to bring it in and they would get it fixed. We asked when it would be in again and they told us they didn't know. I asked if Thanksgiving was a possibility and they said maybe but couldn't promise. So, the week before Thankgiving, I called them (more than once to get an answer) to get the status. It wasn't in yet and not sure when it would be.
So, I called them again today checking on it. He basically tells me he kinda forgot about it and will call the factory to find out what's going on. Apparently, they had to redo the last 3 pages of the album and the photographer should have it in hand by the 22nd. That won't work for us because we have 2 family Christmas parties on the 19th. So, he tells me he will call the factory back again and tell them it has to be in his hand by the 17th. I'm not holding my breath on this, but hopefully I am surprised.
Now, we are not the only ones having troubles getting our pictures in a timely manner. Several of DH's aunts have ordered and it took almost 2 months for theirs to come in.
I'm getting more and more frustrated every time I talk to them. I know that we are not their only customer, but I feel like we get the run-around every time we call them. What do we do at this point? Is it tacky to ask for some of our money back or a credit towards something else? Do I just leave it be and hope for the best?
Re: Need your opinions please (long)
Wait a minute - so basically, you guys have been married for over seven months and a completed, satisfactory copy of your album is not in your hands yet? No way!
My album took almost 4 months from our wedding date, and I had a fit on top of their heads, and I definitely let them know in my feedback and vendor reviews exactly how I felt about that. They blamed it on "the lab getting backed up"...umm, not my problem. Hire more staff.
So, yeah, at the very least I would send a strongly worded letter to the photographer outling your dissatisfaction with the long wait, and then having a delay on top of that. I would also mention that you will share your experience with them via the Wedding Wire or other similar outlets. "Forgetting" is simply not a good enough reason.
It wouldn't hurt to ask to be comped something for your inconvenience - the only thing they can do is refuse. Either in the form of a discount (they may balk), or some free pictures. Our company (which is really a reputable family owned business for over 120 years, which is why we went with them) was concerned about their reputation, and after the owner calling to apologize, they gave us free 8/10 prints and upgraded one to a large canvas wrapped portrait. So I would definitely ask.
Good luck, and please let us know how things work out!
This! That is unacceptable! GL and I hope you get it before Dec 19th!
Post-Wedding Life Blog!
A10 Siggy Challenge: Next Vacation Destination: San Francisco!
Yeah that must be very frustrating. I have found a strongly worded email (or poison pen letter) can go a long way...too many people just complain once and don't do anything, and companies think they can just push them aside.
I think you have every right to be compensated. I usually go the "I will never reccomend anyone here again" or "I will report my feedback to xyz.com", and they are like "let me make it right".
Good luck and do not give up until you are satisfied! You paid a lot of money for those photos and everything should be absolutely perfect.
Normally I would agree that a letter would be appropriate, but it seems that these are the type of people who may not even read it!!
When you go to pick up your album, I would insist upon a discount or some freebies. If you're not good w/ confrontation, then have a letter prepared and make them read it before you leave. Maybe even type up a horrendous review of them you have prepared, and then if they refuse you can kindly remind them that all of their internet-searching potential customers will read what you have to say (and DH aunt and whoever else will write one too!) Hopefully the threat will work to get you some compensation.
Sorry this is happening, my album took a while (til October) and that was frustrating enough!
has the nice approach been taken first in this matter? for example, has a kind e-mail been sent asking, frankly, "why has it taken so long? i can't imagine this is the kind of service given to everyone based on the popularity of your company; is there a reason all of a sudden the behavior to handle my needs has been lax?"
the only reason i mention this - first and foremost i'm in this business and i know what it's like to be on the other side of that pen-poisoned e-mail - i can't deny that, because it's a personally owned business that people can get side-tracked, which i agree is completely uncalled for. but i'm sure we all can agree that sometimes our personal lives DO get in the way of our job...take me for example...i called off my wedding four weeks before it was to happen -- and then i shot a wedding ONE WEEK LATER. this was not by choice -- i was contracted out long before we ever made plans to nix our relationship. and ultimately, it had an impact on me. it took me two weeks longer than planned to get the images to the couple for that one, because (emotionally) it was really difficult to push through -- the e-mail they sent me to check in was not one of anger but one of compassion and concern - while i didn't share my personal business with them, i immediately worked towards creating a better experience for them overall. i asked which three pictures were their favorite and i had large prints made of them for the walls of their home.
i agree that rectification (is that a word?) should be made on their end; but i strongly encourage you to first consider sending a polite but frank e-mail first expressing your care and concern. i have found that, on both the receiving and sending ends, kindness is just as capable of getting things accomplished as an iron fist.
::jenif steps off soapbox::
Jeni, I knew I could count on you to come through. I think I have expressed some displeasure in the tone of my voice while speaking to them (polite but firm).
I think I may send them an email explaining my lack of confidence in them. While I know they have great pictures, their timing or lack thereof is what really bothers me. They were almost 2 hours late on our wedding day and that really bothers me. I stressed to them in a previous meeting that I am a puntcual person and appreciate/expect that from others especially on my wedding day.
They have had a large print from our wedding on the wall in the studio since the wedding and have mentioned something about working out a deal for us when they are finished with it. MH thinks we should not say anything to them about our experience until we get our pictures.
it sounds like you've had several bad experiences with them - two hours late?! you've gotta friggin' be kidding me -- i would've murdered someone!
based on their history, i agree with your husband - wait until you have the images in hand. the last thing i want to see is your unprofessional photographer refusing you images because they have a sour attitude and you wind up on judge joe brown! i would straight up ask for compensation at this point - if they refuse at least you can say you exhausted all your options and when you review this photographer on your local board you can say that they refused any kind of corrective action.
anytime!