when a client wants their $ back [Archive] - Canon Digital Photography Forums

View Full Version : when a client wants their $ back

erphotography

15th of October 2007 (Mon), 13:15

Question for ya!
I do slideshows with my high end package. I shot a wedding in aug (a low end package that added a slideshow on) and did their slideshow for them. Let me preface this by saying that not one bride has ever disliked my slideshows....
anyways, just got an email from this bride (an older lady around 55) who did not like her slideshow and was rude about it. She criticised the music choices (she sent them to me on cd!!!), the transitions, photo choices (i asked her to let me know which photos she wanted included and she said she would leave it up to me) jsut to hate my choices!! etc. She said it looked slapped together. I spent a lot of time on it. She wants her money back. I feel like telling her how rude her email was and to take a hike!! Should I give her her money back and tell her to first mail me back the DVD along with a letter stating that she has not made any copies? offer to redo it? anythoughts? IS THERE JUST SOME PEOPLE YOU CANNOT PLEASE? i assure you its a really nice slide show!!

erphotography

15th of October 2007 (Mon), 13:17

and i hate to be a woman about it (especially a hormonal one about to give birth in a week), but honestly she really hurt my feelings with her beyond rude email!
thoughts???

jamiewexler

15th of October 2007 (Mon), 13:18

I think I would offer to make her another DVD using her specific choices of music and file names - just to show that I was willing to go the extra mile to help her - but I wouldn't give her a refund.

If she refused, I would send a polite reply saying "sorry, but I am unable to issue a refund on reproducable media like a DVD slideshow".

stathunter

15th of October 2007 (Mon), 13:19

Depends on the contract. I would calmly call her and explain to her that you did what she wanted. She left the creative process up to you and this is the result. Appologize to her and explain to her how long and difficult of a process it is to create them.

jessiper

15th of October 2007 (Mon), 13:19

erphotography

15th of October 2007 (Mon), 13:35

thanks!!! wow you guys are fast!!! i really appreciate the thoughts....

Tish

15th of October 2007 (Mon), 13:40

Big Mike

15th of October 2007 (Mon), 14:23

I agree, offer to 'go the extra mile' and redo it for her...to her exact specifications...but don't ever give any money back. And only redo it once, otherwise she may yank you around, time and time again.

How about having her write it all out...in detail? Have her specify every image, the order and the transition. The songs etc...and have her sign off on that.

S.Horton

15th of October 2007 (Mon), 14:42

Great advice on this thread.

But I would suggest that you get the DVD back, pronto.

We ran into this, where the pictures were used anyway, specifically, printed.

Oh, and good luck with delivery, enjoy your children.

mmahoney

15th of October 2007 (Mon), 14:44

If your slideshows are well received by everyone except this one client perhaps the problem is with her .. I would not refund the money and would hesitate to re-do another show for her.

erphotography

15th of October 2007 (Mon), 14:48

im officially in love with this forum (like i wasnt before!) thanks everyone..

wilky95

15th of October 2007 (Mon), 15:29

If you want to build a slide show with transitions and music BUT don't want people to steal the images then use this programme "picturetoexe " found at http://www.wnsoft.com/apr/ it works very well and the deluxe version $56.00 can be burnt to DVD and it cannot be opened to access the pictures.

Martin

song4themoon

15th of October 2007 (Mon), 16:19

and i hate to be a woman about it (especially a hormonal one about to give birth in a week), but honestly she really hurt my feelings with her beyond rude email!
thoughts???

well I am about to give birth too so maybe we are both too hormonal, but I am pretty sure I would say the same thing non preggo too.

You delivered what she ordered. You gave her options, she made decisions. You did your work. I would not refund the money specially since she has the DVD already and could have very well made copies.

Now redoing it might be an option, but make it clear that she needs to write out EXACTLY what she wants. If she doesnt want to do that then it cant be that important to her.

amonline

15th of October 2007 (Mon), 16:22

I agree with Jamie too. That's the best remedy.

mikep00

15th of October 2007 (Mon), 16:35

I think offering to redo it is best. And for the redo make her do all the work. Have her write out exact what pictures, what transitions from pictures to pictures, what music, when does each some start/stop, every last detail exactly the way she wants it.
That way you can just sit down and put it all together for her, probably in an hour as you don't have to think about any choices.
And make it clear you are re-doing it ONE time for her. Then if she is unhappy you can say you created it to her exact specifications.
Under no circumstance would I give a refund of even a penny in a situation like this.

cosworth

15th of October 2007 (Mon), 16:51

She copied the DVD I'm sure and wants to get some money back off your back. A sale is a sale.

Try and return an electrical item. CDs and DVDs are non-refundable unless demonstrably defective. Your's is not. Sold.

thebrewer

15th of October 2007 (Mon), 17:04

She copied the DVD I'm sure and wants to get some money back off your back.

Likely the case. A remake would be as far as I would go, but make her do some work (select the photos etc.). No $$ back.

Kai

15th of October 2007 (Mon), 19:05

You state that she is 55, I have had an older bride like this who liked my work, but then after pp'ing some of her pics like she had seen on my website - even B&W- she stuck with traditional-colored- simple poses. Did you maybe put "too much" into this slideshow? I agree, let her pick the pictures. Maybe including her in the process. She will realize that you spend a lot of time on you slideshows. Sorry to hear the bad news.

SuzyView

15th of October 2007 (Mon), 19:11

I really dislike hearing these things because the wedding was so long ago, in August. I can understand someone not being satisfied, but to be rude about it makes me feel bad. As the photographer, you are an artist, making choices to the best of your ability. If the client had something specific in mind, I think she should have said something before you spent so much time on it. I am reluctant to tell you to refund her, but would ask if you can redo it, this time giving her maybe a short questionnaire to clarify what she really wanted. And good luck.

Clint

15th of October 2007 (Mon), 19:16

Do NOT give a REFUND! she has mae a copy and trying to rip you off, offer her a redo with the photos in her order, if she does not agree tell her that your sorry NOT GONNA DO IT, NOT GONNA DO IT!

amonline

15th of October 2007 (Mon), 19:27

Bottom line is we're talking about 90 days here. She's just trying to get some money. If you have time to offer a re-do of the slideshow, then have her designate the images and songs. If not, I think we're done here. ;) :lol:

dsc_1972

15th of October 2007 (Mon), 19:48

Turn the situation around... offer her to come and show you what pics she wants, in the order she wants them... and if she wants to change the music - no problem, you'll change the music.

I suspect there's something deeper going on beyond the order of the picture and music here. The only way you'll find out what that is, and what will satisfy her as customer, is to involve her in the process.

Yes, that's going to take up some time from your perspective... but look at it as an investment..... people are living longer these days and the divorce rate is just as high as ever ... so they re-marry... even at 55... do the right thing and you'll be the winner - you're bound to get recommendations.

Let's be realistic - the older people get, the fussier they get... if you can please fussy people then there are no limits....

spcalan

15th of October 2007 (Mon), 20:09

I just had this experience.
Did a wedding and was paid upfront.
Wedding went horrible, but photos were great
Proof album was given one week sooner than quoted.
Bride asked for 1/2 money back, just because she didnt want the 8x10 album
I offfered to reemburse the album and prints
She still wants half?
Then she said she hated the photos, but then I get a call from walmart and Wolf Camera saying she was in there trying to print the photos ( haha ).

I paid her 100% of wedding, and I kept all prints/cd/albums.

I told her since she did not like the photos, then she should not have to pay for them, but she isnt getting any photos.

tim

15th of October 2007 (Mon), 20:15

I agree with Jamie - remake, but not refund.

I told her since she did not like the photos, then she should not have to pay for them, but she isnt getting any photos.

Great story, sad though. I bet she's printing them at home.

turaund1

15th of October 2007 (Mon), 21:29

first i wouldnt give her a dime back but thats me i let clients know that they are getting a highly customized product and allow so many changes to a product if you do decide to redo it limit the changes to a very small number (maybe 20)also reduce you image size they still show up in dvds but make it hard to reproduce an image. lastly stand your ground. people who you give deals to you screw you

Brand_X

15th of October 2007 (Mon), 23:31

with her being 55 i would say she probably is unhappy not trying to rip you off. A wedding is a special time and people want memories of these moments and they want them to look their best. (I should know I just got married)

Did you only make a slide show or did you also give her the actual photos as well? If she has the photos its almost assured she didnt copy and is truly unhappy. Let her know she agreed and left it up to you to make the decisions and that is what was produced. Basily she DID get what she asked for. Now on the other had ask her what she wants and if its only money "sorry I cannot refund noncopy protected media" if she is willing try again listen to what she wants and if its not to extreme then consider it.

In the end its up to you. Try and help but remember so people are never happy. Also make sure you show common examples of your work before they agree to use your services. I know every one is a custom work but let them at least know the quality they will be getting. Also make sure they tell you what they want. If you a really selling a high quality product le tthem know that unless they know you and how you think its better if they let you know hwat is ok and not ok. The more detail they can give the better.

last note let the customer know befor the deal is made that refunds cannot be given due to difference of opinion. Only in circumstances where it was the photographer at fault (example... specificly asked for something and did not get it. AKA breach of contract. defect or corruption of images or, act of god) ther are other areas you should address in the contract other than that all sales are final.

If this is your full time job (other than the new baby) you may want to visit a lawyer and have a contract made to simplify things and cover yourself. I get going and lose track of what im saying so if this seems to jump around SORRY!

thebrewer

16th of October 2007 (Tue), 01:38

with her being 55 i would say she probably is unhappy not trying to rip you off. ........................
Did you only make a slide show or did you also give her the actual photos as well? If she has the photos its almost assured she didnt copy and is truly unhappy.:rolleyes:

Perhaps she did not copy the dvd, but perhaps her tech savvy son/daughter/nephew/niece/neighbor did. You should still be able to make her happy by getting her what she asked for unless there are other motives.

amonline

16th of October 2007 (Tue), 01:41

Perhaps she did not copy the dvd, but perhaps her tech savvy son/daughter/nephew/niece/neighbor did. You should still be able to make her happy by getting her what she asked for unless there are other motives.
I think you contridicted yourself. ???

thebrewer

16th of October 2007 (Tue), 01:43

thebrewer

16th of October 2007 (Tue), 01:53

I think you contridicted yourself. ???

Sorry, almost 2am.....

1. I am suggesting that perhaps she did not copy he dvd herself and somebody she knows copied it for her.

2. If she honestly is not happy with the dvd a remake with her input should make her happy, after all she requested the dvd slideshow. If she has copied the dvd and just wants to return the original for $$ back a remake will not make her happy as she already has one slideshow.

spcalan

16th of October 2007 (Tue), 18:36

Yes. All my photos were watermarked.
The next day after I gave her the 100% refund, she asked if I could re-burn a cd with the photos on it, ( WITHOUT THE WATERMARK ) what a dumb ass.

mmahoney

16th of October 2007 (Tue), 18:39

Yes. All my photos were watermarked.
The next day after I gave her the 100% refund, she asked if I could re-burn a cd with the photos on it, ( WITHOUT THE WATERMARK ) what a dumb ass.

Told 'ya.

spcalan

16th of October 2007 (Tue), 18:44

Some people will never quit trying to rip people off.

bnlearle

16th of October 2007 (Tue), 20:21

Others have said it perfectly well. Have her come over and show the order of the photos. Odds are she won't want to take the time out of her schedule so you probably won't have to either ;)

If she really is just displeased, these options will be welcomed by her. If she is just wanting money, they will fall on deaf ears.

Whatever you do don't give in and give a refund!!! That doesn't even make sense to do. Stand your ground and keep your spine. How do you think her word of mouth will be, anyways?

"How was your photographer?"

"Oh, just great. She sucked and gave me my money back."