Question Photo-Wonder Pros and Cons

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Sister

Sister

MGF, Master Grumble Framer
Joined
Apr 18, 2004
Posts
945
Loc
Alabama
Using Photo-Wonder's services has been a new experience for me, as I had always relied on another company for my printing and restoration needs. So far, not so good.

I initiated an enlargement on canvas order on January 24 and have had to practically beg for information and status of the order. I have tried communicating through emails and phone conversations and have gotten numerous excuses and apologies for delays in processing......only one has been plausible. The sales team member assisting me was great the first couple of days, but it went downhill from there. Of course, it is for a good paying, repeat customer who is also getting impatient!

I had previously read so many positive comments about Photo-Wonder!!! Is it the rep. I got? Is there one I should request in the future? This particular order could not be placed via their website.

Thanks for any input you have to offer! I'm all for second chances!
 
I believe our shop was the very first customer, in the beta/trial period of their framing program. We have several dozen orders in the past year and a half, and only one time has there been an issue that required talking with a person on the phone. (regarding a re-do, where the customer was being unreasonable/unrealistic with what they wanted - but we made sure to make them happy anyways)

We have had a very positive experience, compared with the previous vendor we were using for restorations. With the previous vendor, approximately 50% of them were not done to our satisfaction, and had to be re-done. It has been a win-win so far, driving a lot of framing business into the shop.

Before the interface was built into our POS, we were submitting them through their website. In our case, we only use them for the restoration portion of the projects. (we do the printing in-house) We submit, can check on it if we want(online), but know that it'll be completed within a few days. They send us an email when the order is ready to download, for printing.

We have always dealt with Brian Moore, whether by telephone or email. Brian is right here on the grumble, and I'm sure that will make sure that you are satisfied. (to make good on whatever the concern/issue is) Here is his direct contact info:


My advice is to contact Brian directly.

Some other folks may have comments, too.

Mike
Get The Picture - Lincoln, RI
 
I love them..... but I always make Brian do my stuff for me!!!
 
Hello Sister...

So sorry to hear you had some issues with our service. This is not at all the typical PhotoWonder experience. I'm looking into this now to see what happened and where we went wrong. Mike left my number above. Feel free to contact me anytime you ever have any issues. I'm always glad to help.

I've asked around briefly so far and am waiting on more info but my understanding so far is that this all happened right around the time I had a pretty substantial medical issue that took me completely out of commission for a few weeks. Our office staff is small and each member critical. Naturally my timing was brilliant :icon9:. I was scheduled to go to WCAF before I fell ill. Geoff normally helps me out with customer service and printing and was the best choice to go in my place. Poor Geoff found himself with 2 days to plan before being whisked away to Lovely Las Vegas to do the show in my place. When he returned he had to catch up on his duties while taking on my duties at the same time. This is by no means any excuse for leaving you and your customer in the lurch or awaiting any kind of response. I'm just hoping this helps understand what caused some of the delays. I'd like to chat more about your experience and see what we can do to make this right for you. Please give me a call when you have a free moment.

So sorry again for your unhappy experience with us. I'm happy to see that your open to giving us a second chance. We won't disappoint you.

Thanks,

Brian
 
Thanks, Brian! I won't have many orders, but this was a substantial one. In the future I will contact you directly as needed. Email on its way! Thanks.
 
I like them. Thanks Brian for printing the photos of sunglasses for me. I really appreciate it.
 
I have been wanting to start with Photo Wonder for some time now. Could someone walk me through the order process? If a person comes in with an old photo, do we send it to them? I'd appreciate the feedback on this. We do have the Lifesaver software.
 
I have placed several restoration orders with PhotoWonder, plus a few print orders. The results are very good, the work is done quickly, the price is right, and the customers are thrilled.

The only problem we ever had occured during the Christmas rush when FedEx lost one print order. When I called about it, they sent a replacement print and it arrived the next day. IMHO, a supplier that has been tested and proven dependable builds confidence and loyalty. I am pleased with PhotoWonder.
 
Thanks all! I guess it was just a one-time circumstance. I received the canvas late yesterday and am pleased with the quality so I will try again when needed.
 
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