I had a client contact me December 8th that their DVD was faulty and then I viewed my copy of the same DVD and it was defective also.

I notified customer service immediately. We received a few emails from customer service - very tardy ones I might add - but my customer only got their new copy only after they returned from their Christmas holiday and I still haven't received my corrected copy. It's over 3 weeks now.

I love the slideshows, but it's not workable if this is the level of service. Does anybody have any similiar experiences and/or thoughts on solutions?

Thanks Everyone!

Julie
Austin

Well, I was in the same boat a few weeks ago -- couple of bad DVDs and a client I was REALLY wanting to impress. The fixed DVD's arrived on Christmas Eve and they were perfect. I had to drive an hour to take them to the client's house, but it was worth it in the end because the client played them for everybody on Christmas and so my photos were on everybody's minds all day. And another DVD I ordered also arrived on Christmas Eve as a surprise to the wife from the husband. She emailed me that it was her most favorite gift.

So, I had been thinking of discontinuing offering DVDs, because of the service issues mostly, and I really wasn't too happy with the quality of the pictures when viewed on a TV (looks so much different than on the computer) but since my clients love them so much, I may even start to push them more and NOT back down on the service issues until DJ gets it all fixed so that we don't ever see ones that don't work all the way through.

That's the dream, DJ -- for a level of quality control that checks the DVDs before they go out the door and into our clients' hands.

And by the way, THANKS for getting mine fixed and to my client just in time! Phew!

Yup, I have a client waiting on another copy - customer service was notified on Dec 11 and we are still waiting. On Dec 3 I asked for an update on progress and 6 days later have still had no response.

The product is a good one and I want to stick with it, but the service is BAD! I pride myself on good customer service and when outsourcing is not at the same level it reflects badly on me.

Come on guys, get it together!

It is JANUARY 28TH, and still no replacement for my client on this BAD DVD that was noticed to ShowIt on December 8th.

Customer service is totally MIA here and I've pulled this product from my offerings.

Does anyone have any other solutions?

Julie

Hey Julie!
I just wanted to check and make sure that your problem has been taken care of. If it hasn't, I will personally make it top priority and ensure that you are taken care of. We are terribly sorry that you have had trouble with our DVD service.

Let me know,
Jason Lackey
Head of Showit Support