Business ProfileforAstound Video Duplication & Transfer

Really bad experience experience as a customer. Did not use ********************. Go to National Camera. They are professional and less expensive. Bottom line is that I brought in film that had two broken clips. I was told "they would find the spot to re-splice it." I had to wait 15 minutes for the manager, who then accused me of lying. He said he would review the video -- the video of me when I dropped off the film. After another 10 minutes, the store manager came back and told the customer was wrong. We both then reviewed the video of my transaction, and it was clear the store representative said they would find the location on the film to re-splice. Store manager then tried to one-up me, by pulling the quote which stated the splice would be at the beginning of the film.Bottom line is at the very least there was miscommunication. Instead of working with me, the store manager was accusatory and condescending. I have 46 other films to transfer. I will not use Astound. I will use a company that provides service and treats its customers like human beings.

Thank you again for reaching out regarding your recent experience at our Roseville store.I had a chance to review your visit and speak with the employees involved and I have to agree with you, we provided you a lousy customer service experience and I apologize for that.You should not have had to wait so long to speak to a manager, and the manager should have offered to correct the problem on the spot at no charge. We definitely gave the impression we would address the splicing issue on the first reel when you dropped it off, and should not have attempted to charge you additional to fix it when you brought the reel back stating there was a problem with how the splicing was done.I have directed one of our technicians to create a digital file that corrects the splicing issue, and he should have it shared with you to download before the end of the day today. If you would like us to fix the physical splicing on the film, or if you would like us to copy the file over to a flash drive we are happy to do that as well. Just let me know so I can alert our Roseville team to watch for it and you may bring the reel by at your convenience.A note on our film transfers. We have made significant investments in our film transfer equipment in the last 2 years, and our unit is probably the best narrow gauge (8mm, Super8, 16mm) film transfer unit in the state (except for the ********* Historical Society's). Consequently, we do charge more than our competitors. However, as with most things in life, you tend to get what you pay for. The question really is one of how good is good enough for your needs. If another provider offers sufficient quality for your needs at a more affordable price, they may be a better fit for your project. You may want to do a few test reels with them first to see what their equipment is capable of. Detail in the highlights and shadows, and the sharpness of the grain are usually where the differences are most pronounced.Thanks again for reaching out and for your constructive criticism. While these aren't my favorite messages to get, they definitely help us improve.