A Reel Occasion Event Videography Services

Good Day Desamours, Thank you for recently sharing feedback on our services. I must say that it actually took me by surprise because we had good communication between us. It is our policy to make our interactions with our clients one of value, respect, and integrity while providing a high-quality product. This is actually your first time sharing your sentiments with our company. Though I do recognize that we were coordinating our schedules to meet to discuss the status of your project. I provided several dates and times, upon which I received a response back (on a previously provided date) the day of, two days after presenting to you at the time, my current availability. In every attempt to still accommodate a meeting with you, I provided the next remaining dates and times I was available to meet. This did not satisfy your demand to meet specifically when you wanted to meet. The next day, my company was confronted with these very words shared on over half a dozen message boards. Naturally, we were concerned because a misrepresentation of our services and the timeline of our services rendered to date were conveyed. We understand the value of time and integrity. We value your time and know that you value our services based on the agreement of our services. We also value the earned trust in our quality of service, professionalism and honoring of our relationships with you, our client. The agreed upon services in the production agreement signed by you, states 2 cameras, 1 manual, 1 stationary, in which you selected this package special over our package with 2 camera operators. On your day of rehearsal, we also reviewed the logistics for your wedding day with you as well. On the day of your wedding, we arrived with the agreed upon equipment and labor. Yes, we did get footage of your photo session, with your immediate family and bridal party. But again, here is another misrepresentation or recount of how long we actually were a part of your photo session. After the initial photos, we proceeded to get footage of your cocktail hour. Approximately 2 weeks after your wedding, you inquired if we had footage of the dancers. Our response was, “if that was part of the cocktail hour, yes we did, I am not certain how much of it we captured, but we have footage I believe of them. We have not completed our review of all the footage but we will know more as we continue to review the footage.” You in turn wanted to know if we could have the highlight ready by your husband’s birthday which was coming up in a few days. We responded again that we average 4-6 weeks for the highlight video and 8-10 weeks for the final video. We stated that we would try to get the video to you in time for his birthday. Your highlight video was delivered 8 days past our ‘estimated’ time which you gave us positive feedback on. We did experience a company-wide hardware failure. We notified all our clients that were possibly affected by the hardware. Part of our communication included what occurred, what steps we were making to resolve the issue, and our backup strategy to complete their projects. Most of our clients appreciated the speediness in addressing the issue and not allowing them to find out by chance. To resolve the issue, we hired two third-party service specialists in Networking & Programming and Data Security & Recovery, to address what occurred and implement new hardware/workflow systems to prevent this from occurring again. We also stated that it would cause a delay in delivery, after we recovered all the data and backed it up. And at the moment, we identified the bulk of the footage from your wedding day. I admit, that there was one scheduled date that we missed and that was the estimated date for delivery. We had been in communication on each update of the progress throughout. Thank you again for sharing your experience. We are looking forward to a mutual time and date to meet for delivery. We wanted to also provide a discount for the lost footage and as a client courtesy for our services being unsatisfactory . We apologize for you feeling like working with us was a nightmare. Our values are based on service of high-value and a high-quality final product, that will last you a lifetime. We understand that we cannot change an impacted memory of your relationship with us during your special occasion. But we do want to provide you a favorable experience via your video and your last engagement with us. A Reel Occasion Anthony Neal, Creative Director (If you have any questions in regards to this rare situation, please feel free to contact me directly at 678-754-7890 or aneal.areeloccasion@gmail.com.)