Am I being unreasonable

[Dunn]

I had about 90 rolls of 35mm film to be developed. Color and black and white. I decided to just pay a lab to do it for me. I wanted double 4x6 prints and scans onto a hard drive which I gave them.

I took them to a lab I had never used before because another photographer recommended it.

Two days after dropping them off they said all the film had been developed and just need to be scanned and printed. It's now been 7 weeks since then and they still have around 20 rolls left. It's been more annoying because I've called a few times and asked around when they would be ready and they said, "next week" and they weren't. Then I got an email that said they would be ready by then end of the week which ended on Friday, November 2 and they still aren't ready this week. However, before that Friday they gave the excuse that they had "mechanical issues" with their machine.

I still don't have a clear estimate of when the order will be complete.
I'm getting kind of annoyed that it's taking so long. Am I being unreasonable thinking it should have been finished by now? To me, they are a dedicated photo lab and should be able to work faster than that. It's like a 2 roll a day rate.

For anyone in the Raleigh, NC area, it's JW photo labs.

 

[Benjamin Marks]

On the facts as you present them, it sounds like your annoyance is justified. Can you walk in, take possession of the work they haven't finished and find another vendor? May I ask, what is the quality of the scans that are finished?

 

[FrankS]

Maybe they are having mechanical issues with their machine.

 

[newsgrunt]

Did you give them a timeline when you needed the work done ? My guess is they're doing the prints and scans between other orders. Also not sure how Frontiers (if that's what they're using) play with external hard drives. May also depends on what kind of scans you needed...hi rez or printer scans.

Unless you paid for rush/priority service, they're probably not going to put you at the front of the line, even though you're dropping lots of business their way.

Regardless, I understand the frustration.

 

[Dunn]

On the facts as you present them, it sounds like your annoyance is justified. Can you walk in, take possession of the work they haven't finished and find another vendor? May I ask, what is the quality of the scans that are finished?

I haven't really considered taking the rest elsewhere, so I'm not sure. The scans are just standard resolution (72dpi) not drum scans.

Did you give them a timeline when you needed the work done ? My guess is they're doing the prints and scans between other orders. Also not sure how Frontiers (if that's what they're using) play with external hard drives. May also depends on what kind of scans you needed...hi rez or printer scans.

Unless you paid for rush/priority service, they're probably not going to put you at the front of the line, even though you're dropping lots of business their way.

Regardless, I understand the frustration.

I didn't give the a timeline, but I didn't think it would take this long. And yes, I am dropping quite a bit of cash to them so I figured they would be a little more thoughtful of my order.

I think it's more frustrating because they kept giving me expectations. I didn't mention above, but after the developing was finished they said it might be two weeks before it was finished. I started calling around 3 and four weeks and now still going...

 

[Pablito]

Having used many pro labs for many, many jobs since the 1980s, it seems to me this is ridiculous. In the scheme of things, 90 rolls of 35mm film is not that much. I would expect any pro lab to be able to stick to their standard turn around times. Many times I have had 90-120 rolls of film done and the turn around was 4-5 days. I can see how a smaller operation might take longer, but also, if there are delays, they need to communicate.

 

[btgc]

I took them to a lab I had never used before because another photographer recommended it.

^^^ This. Someones cup of tea can taste like coffee to me.
That said, do tests, do tests yourself and do tests on small-volume, non-critical samples. Thank you for reminding this, sometimes I too forget basics and burn once again.

 

[nikon_sam]

At the rate you say they are going how can they stay in business...if they are having problems with their equipment get a serviceman in there NOW...something weird going on here...
Once I took 5 to 10 rolls of 35mm film into my local "One Hour" place,,,they asked when I would like to pick them up...I said in an hour...No way...you have xxx amount of rolls here so it's going to take a lot longer...I reminded them that this was a "One Hour" store...then added (because I can be a pain in the butt) that what if ten people came in at one time and each had a roll of film to drop off...would they get their film back in a hour...??? I don't recall their answer...
I think you've waited long enough and it's time to let them know...

 

[ornate_wrasse]

I don't think you are being unreasonable at all.

Here's what I would do if it were me:

I would go to the place and ask to speak to the manager/owner or whoever is the head honcho. I would explain the situation to the head honcho and tell him about the numerous broken promises as to delivery of the product if he doesn't already know. I would point blank demand a truthful explanation for the delay. If he replies that they are having problems with x, ask him what it will take to get problem x fixed.

You are clearly being given the runaround and it is now time to demand answers. Depending on how they respond, you may threaten to contact the Better Business Bureau.

Good luck.

Ellen

 

[denizg7]

yeah unfortunately film labs these days afford to be unprofessional and less organized because of a lack of them.. and of course lack of demand

 

[ornate_wrasse]

yeah unfortunately film labs these days afford to be unprofessional and less organized because of a lack of them.. and of course lack of demand

I respectfully disagree with your assessment of the situation. I just picked up two rolls of film yesterday at my local lab, Pro Photo Supply in Portland, Oregon. I dropped them off on Monday and was told they would be ready on Friday at 4 PM. I showed up at 3 PM and they were ready for me to pick up. The lab , even though there must be lower demand these days, is not "unprofessional". The difference is that Pro Photo runs their operation as a business. It does not appear that the lab that the OP is discussing is being run as a business should be run.

 

[flip]

7 weeks is plenty of time. This coming from someone who has waited 22 months for his black paint job. There is a limit to patience. Unless they are tweaking every file to perfection in lightroom, that limit has been reached.

 

[nikkor-watching]

This makes me think of builders. Reluctant to turn down jobs they keep too many on the boil at the same time and vex their clients. Can you be sure they've done any of the rolls at all?

 

[steveniphoto]

talk to the manager. 7 weeks is way too long. i would have expected it back in at most 2 weeks.

 

[edge100]

One of my biggest pet peeves is when businesses promise something and then don't deliver. If it's going to be 7 weeks (or whatever), then say so. Don't say it will be next week unless it's definitely next week.

Frustration absolutely justified.