Complaints

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• Initial Complaint

  Date:12/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to get my filmed developed and scanned at PJ's Camera and Photo Supply. When I went to pick up my film and paid the $9.74 expecting to receive a CD of my scanned film. Immediately after I paid the man told me that he over-exposed and ruined the film. He proceeded to tell me that he could scan for $5 per exposure or $120 for the whole reel. This is after I had already paid for my film to be developed and scanned. I want my $9.74 back and my film replaced or compensated for.

  Business Response

  Date: 12/24/2022

  Regarding customer complaint ID ******** from **/**/2022
  Although we are sorry this customer felt that he didnt have a positive experience at PJs Camera &Photo Supply, here are the facts regarding this incident.
  The customer brought a roll of 35mm print film in for developing of the negatives and scanning of the developed images. Due to the film being underexposed by several stops when it was used in his camera, we were unable to scan the negatives because the images could barely be seen. When he came in to pick up the film, the only charge to him was for the developing of the film ($****) We did not charge any additional fee for scanning of the film, as it was not able to be scanned. As a possible alternative to the regular scanning service, we offered a custom scanning option of $5.00 each for any of the images he may have wanted us to work with.
  This was explained to the customer by the PJs associate that worked with the customer initially. A second PJs associate also got involved in an attempt to assist the customer in getting better results for future rolls of film he would shoot. In all, both of our associates spent over 10 minutes trying to help this customer.
  Although the customer has blamed us for overexposing his film, we do not have the ability to change exposures on film. This is done at the time the customer exposed the film in his ********************. When the film is brought into PJs to get developed we use sophisticated film processing equipment that monitors precise time and temperature for all of the developing steps. We do not have the ability to override this, nor would we want to. We develop hundreds of rolls of film weekly - every customers films are properly developed. Exposure of the film is entirely dependent on the customers camera as well as the settings they use when the film is run through the camera. The film is presented to us with the latent images already exposed on the film. This customers roll was underexposed by several stops and this fact was brought up to him by both of our associates. They also explained to him about using different speed films or using the cameras built-in flash or other lighting adjustments in an attempt to help him to improve the exposures on future rolls of film.
  When we develop a roll of film, there is labor involved in writing up and logging the order; preparing and loading the film in the processing equipment; and packaging the developed film negatives. Additionally, fresh chemistry is used for each of the 4 processing steps needed to develop the film into negatives. This is the procedure where we charge $ **** per roll.
  There is normally an additional charge for the scanning and/or printing of the developed negatives. For this customer there were no additional charges for these services on this roll of film, again because he did not properly expose the film. Our semi-automatic negative scanning equipment was not capable of recognizing his underexposed images. We offered the additional custom service of hand-scanning any of the images that he might be interested in, but this is a labor-intensive process that requires using special flat bed scanning equipment. We charge $5.00 per scan. Again, we offered the additional scanning option only as an attempt to help him recover some of his images.
  To recap This customer wasted no time flaming us on social media. Its unfortunate our attempts to help him improve his future picture-taking was so grossly misinterpreted as being rude. He also publicly accused us of ruining his film. We DID NOT ruin his film by overexposing it. The film was properly developed, but poorly exposed in the customers camera before we received it for developing. Additionally,he also publicly accused us scamming him. The price he paid was for the film developing ONLY. There were no additional charges for scan services that were not completed. We offered to help him salvage some of the images by custom scanning, but there were not enough properly exposed images to cost anywhere near the $120 he publicly implied we were attempting to ***** him for.
  
  Although we certainly can sympathize with the customers initial disappointment of not getting the images he was hoping for, it is not fair for this customer to blame us for it. Its even more unfortunate he failed to recognize our attempt to help him by offering a possible scanning solution for his current roll of film, as well as help with his future attempts to shoot more film and achieve better results.