Problem with pro photodeveloping, soory long

missimaxo

I am a wedding photographer and have always used one professional developing lab without any previous problems. The other day I submitted to the company, via their website 36 6 x 4 photographs. Their website states that all photos must be sized at 1200 pixels x 1800 pixels for 6 x 4 prints and there is no mention of trimming. For the first time I wanted to include a small border on 12 of the images, and put on a 10pixel width white border on my original, the total size submitted was as above.

On reciept of the prints the border has been cropped. I politley emailed them this morning and asked why this had happened. They stated that all prints are trimmed 2-3mm hence the border was cropped off, and that to have a border my original should have been wider.

I emailed again asking why their site made no reference to this, what width the border should be and stated I was not satisfied with what I had received.

Again, I had a prompt reply stating that to get a border I should use Option 1 which is a piece of software from their site (I had tried this when uploading but the software kept crashing) rather than Option 2, the upload method I had chosen. No explanation was given about the width the border should be or why their site made no reference to cropping.

I have emailed a final time asking for clarification of the above and asking what they will do about the fact that I adhered to the documented image sizes but did not receive what I expected. I have not received a response to this email.

What are my rights? Should they reprint and post at their cost or am I in the wrong, as I should have anticipated trimming. At present the cost of the loss is quite minor, however we are wanting to add borders to all our images in the future so do want this problem sorting.

Cheers

missimaxo

Ok, problem sorted although not satisfactorally from my point of view.

They have directed me to a different part of their site which states:

"All images should be supplied as SRGB or with our own profiles as JPEG files at 300 dpi and sized to the correct output size required. If you are adding text to your files please leave at least a 4mm border from the edge of the file as machines do vary and cropping may occur"

Therefore it looks like I am just going to have to lump it and not add borders unless I can get their software working! They have refused to reprint the images so a lesson learnt and now considering a new developers.

pinkshoes

Could you not just use another company? Or a local printer who will print exactly what you want?