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RE: [pct-l] Seattle FilmWorks

I had a nearly similar experience several years ago.  I sent several
rolls of film to Seattle Filmworks in 1985.  I received two of the four
back.  When I called, their incredibly rude "Customer Service" people
said the rolls had been sent several days earlier.  A few days later
when I called back, the agreed to place a trace on the film.  When I
called back after about a week or more, I was told that the Postal
Service had screwed up, but that by tracing the film through the post
office, the film had been returned to them.  The Seattle post office
later told me that bulk mailed packages (as used by Seattle Filmworks)
cannot be traced.

After not receiving the film for several more days, I called them.  They
said that they had just gotten the pictures/slides back, and agreed to
send it right out to me.  As you would guess, I never got the
pictures/slides.  I doubt that they had ever found it.

I've never used them since.


> -----Original Message-----
> From:	INTERNET:jrowen@ibm.net 
> Sent:	Wednesday, September 10, 1997 9:16 AM
> To:	INTERNET:pct-l@saffron.hack.net
> Subject:	[pct-l] Seattle FilmWorks
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>  Wed, 10 Sep 1997 01:48:16 GMT
> Message-ID: <3415F3CD.F38@ibm.net>
> Date: Tue, 09 Sep 1997 21:11:41 -0400
> From: Jim Owen <jrowen@ibm.net>
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> Subject: [pct-l] Seattle FilmWorks
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> For those few who might be interested, the following is the body of a
> letter which I sent to the president of Seattle FilmWorks today.  This
> isn't a complaint - Seattle FilmWorks got that - this is a 
> "consumer alert" for those who value the pictures that we pay for in 
> time, energy, money and sweat. Yeah, they irritated me. Worse, they 
> upset Ginny - and that's not to be tolerated.    
> Walk softly,
> Jim Owen
> ----------------------------------------------------------------------
> -
> Gary Christophersen, President
> Seattle FilmWorks
> 1260 16th Avenue West
> Seattle, WA 98119
> Dear Sir:
> On August 5th, I mailed 4 rolls of film from Lake City, CO.  to  be
> processed by Seattle FilmWorks.  On August 12th, I mailed 5 more rolls
> of film from Durango, CO.  Upon our return home, we eagerly awaited
> our
> photos and slides.  When we finally got the products, the photographic
> quality was excellent.  But it took 22 days to get back the products
> from three of the original four rolls of film.  It took 27 days to get
> back the products for the other 5 rolls of film.  This is hardly
> consistent with your claim for fast customer service.  The products
> for
> the fourth roll of film have yet to be delivered to us.  The evidence
> indicates are that they were lost in your processing facility, even
> though your Customer Service people insist that they were mailed on
> August 29th.  
> In addition, every set of products which we have received has had the
> last negative cropped so as to render it useless.  I could understand
> your not printing the 25th or 37th picture on a roll, but to
> deliberately crop the negative to make it useless is senseless,
> destructive and infuriating.  In 40 years I have never had any
> processing facility do that before, and I want it to be VERY clear
> that
> I really don't appreciate it.  If this is your company policy, then
> it's
> counterproductive because this alone would guarantee that I'd take my
> film processing business elsewhere.  If it's an operational practice
> on
> the part of your employees, then it's either ignorance or
> incompetence. 
> In either case, you need to correct the problem.  To compound the
> irritation, at least 4 pictures were cut from one roll .  And it's
> obvious that at least one of those pictures was recoverable because we
> got half of the negative.  
> The final problem is that we placed a number of telephone calls to
> determine the status of our film.  At no point in this process were we
> satisfied with the performance of your Customer Service
> representatives.  They exhibited a level of ignorance that eventually
> led us to believe that they were either totally incompetent, totally
> ignorant or simply lying to us.  After my wife placed three calls just
> to locate a supervisor, she was told that the fourth roll of film had
> been processed and mailed the previous day.  We still do not have the
> products from that film - and 10 days later, your own on-line status
> program still indicates that they have not been mailed.  They are
> still
> listed as having been "processed" but not "packaged".  
> Frankly, this has been the single most frustrating and upsetting 
> transaction  that I've had with any organization since the Internal
> Revenue Service made a mistake in entering my 1987 income tax return.
> I
> think you can safely assume that our business relationship has
> terminated and that I will not recommend your service to my friends,
> relatives, neighbors and business associates.  
> Sincerely,
> Jim Owen
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