EZPrint Oddities - Color Changes??

jkruse13

Hello - recently I got some feedback from a customer that was pretty odd. He said that a picture he received "Greened Up".

Thats right - this man ordered several prints and remains happy with all but one of them. A couple of weeks after he received the prints ONE of them showed hues of green that were not initially there. The green is in the darker areas of the shot. Is there any explanation for this? He says that the other prints still look fine and no odd care has befallen the Greenish one. By the way it was on the Lustre paper.

Secondary to the reason for the colorizing following delivery issue, would be the best way to make customer happy issue. Any suggestions beyond replacing the print? How would I direct the customer to replace the print?

Thanks and have a good day.

Jason.

Andy

jkruse13 wrote:

Hello - recently I got some feedback from a customer that was pretty odd. He said that a picture he received "Greened Up".

Thats right - this man ordered several prints and remains happy with all but one of them. A couple of weeks after he received the prints ONE of them showed hues of green that were not initially there. The green is in the darker areas of the shot. Is there any explanation for this? He says that the other prints still look fine and no odd care has befallen the Greenish one. By the way it was on the Lustre paper.

Secondary to the reason for the colorizing following delivery issue, would be the best way to make customer happy issue. Any suggestions beyond replacing the print? How would I direct the customer to replace the print?

Thanks and have a good day.

Jason.

Hi Jason, thanks for posting.

Our Guarantee is to make you and your customer satisfied. The best thing to do is send an email to my attention at help@smugmug.com with reference to the order number (you can get that from your control panel>pro print sales) and also the specific photo that's in question - use a link here to the shot in your gallery.

I'll take a look and see what we can do! We routinely fix problems like this, every day. Some pros want to contact us directly (just like you did) and others will have their customer contact us directly - either way, we'll help and fix the situation.

BTW - there are some great help references to color issues:

http://www.smugmug.com/help/print-problems
http://www.smugmug.com/help/blue-skin-tones
http://www.smugmug.com/help/red-skin-tones
http://www.smugmug.com/help/too-dark
http://www.smugmug.com/help/skin-tone

All the best,

jkruse13

Andy,

Thanks so much for the extremely rapid response and links that I will explore after I get some sleep. As for the prints that green up after delivery, I will assume that this is something that either happens occasionally or the links you provided will answer in another fashion.

Again - thanks for your support and I appreciate the speed with which it was delivered.

Jason.

Andy

jkruse13 wrote:

Andy,

Thanks so much for the extremely rapid response and links that I will explore after I get some sleep. As for the prints that green up after delivery, I will assume that this is something that either happens occasionally or the links you provided will answer in another fashion.

Again - thanks for your support and I appreciate the speed with which it was delivered.

Jason.

Sure thing. Send me link to the photo if you want us to look at it.

Andy

Hi Jason,

I hand-color corrected the shot, and fired off a new print to your customer. I put the new shots in a private gallery on your site.

Thanks for your patience while I got it done!

All the best,