Metal Prints

cromwell

I've done some extensive searching for my answer and can't find it, and hope it's appropriate posting this kind of question in this forum. I purchased a 16X24 metal print through my SmugMug and Bay Photo 4 months ago, and it started to warp a month or so after receiving it and it seems like it's warping a little more all of the time. It's hung vertically and the middle is bowing out. I'm sure they would probably correct it if I contacted them. That's not the issue or the question. I was considering getting a different metal print for another part of the house, but if the same thing is eventually going to happen, I don't think I want it. So has anyone else had this problem? Is it a common thing? If you've had several metal prints made and have had them several months and no bowing, please chime in so I can take that into consideration on purchasing another. Thanks.

Flounder

Hi Scott,

That is not a normal occurrence. I know we have had one up at the house for probably 3 years without any issues. If you weren't aware, all of our prints are covered by our print guarantee: http://help.smugmug.com/customer/portal/articles/93275-our-print-guarantee

If you wouldn't mind, please send us an email with a snapshot of the damaged print. Also, please let us know what the order number in question is. though our guarantee generally covers order up to 30 days, we can make an exception for this.

Again, we're sorry for the problem, and please know that it's not normal.

If you have any questions or problems, please let us know.

Cheers,
Nick Wilson
SmugMug Support Hero

Andy

Scott, we'll get you a new one. Be sure to send that email ATTN: Andy and give the details on the order#. I'll make sure you get a new one with a different backing that won't warp.

cromwell

Thanks guys. I know how good y'all are about making things right from reading other posts. I figured it would be taken care of if I sent an email straight to support and didn't want this to be about that. Tell you the truth, since I actually didn't pay anything for it, since I won the credit in a contest, I felt a little guilty requesting another one, but I'll go ahead and send an email with a pic.:) I just wanted to be sure other people weren't having this problem down the road before getting a completely different one. Sounds like they probably are not, so that's great.