Proof of Destroyed Print Before Sending a Reprint?

NostalgicDad · October 7, 2011

I received a print order which included a metal print. All metal prints I've received in the past have had rounded corners. This particular one did not, and has very sharp, pointed corners. I sent an email to the Heroes and simply asked why this was. I wasn't sure if maybe Bay Photo stopped rounding the corners since my last order. So, I didn't get the answer as to why it happened but I did get the offer to send me a re-print. Ok, great. I've unfortunately had to receive re-prints on metal prints before due to other reasons but always happy with SM's guarantee. But it's the part below that I was surprised to read.

"We will definitely get the metal print reprinted for you. As always, to do this, we will need for you to destroy the print and send us a snapshot. To do this with a metal print, please draw an x from corner to corner on the print and attach the photo to this email. After it is received, we'll gladly get a new float mounted metal print and inform the lab of the issues."

I have never been asked this before. Being a Pro subscriber, I would think a little more trust would be involved. It sounds like they have probably been getting too many re-print requests and now trying to avoid or prevent people from using the 100% satisfaction guarantee as a way to get an extra print.

I personally have no problem with providing them of the proof that it's been destroyed. But in this particular situation, it's going to be nearly 24 hours before I can get back to the print and send them the proof as I am out of town which will cause an unnecessary delay to start the process. Has anyone else been asked to do this?

jwcoffee · October 8, 2011

Wouldn't it be wonderful if all humans were honest?

It seems to me that asking a photographers to make an X, photograph the X, and attach it to an email is far easier than asking that the print be returned.

Making the X and emailing it seems like a faster solution, and certainly is better for the carbon footprint.

Bottom line...you get satisfaction sooner.

Z06Nut · October 8, 2011

Photo Shop has a Sharpie brush doesn't it?

SamirD · October 12, 2011

It's probably the best way to deal with a problem. If you returned a print, they couldn't do anything with it either. But it is unfortunate that there are people that will take advantage of the guarantee.

Proof of Destroyed Print Before Sending a Reprint?

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