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Unhappy customer- 1 Megapixel image not 1 Meg

yoyoboyyoyoboy Registered Users Posts: 42 Big grins
edited January 31, 2007 in SmugMug Pro Sales Support
I just had a very unhappy customer post on a message board about the digital download that he ordered-
"It was advertised as a 1 megapixel image. When I downloaded it, I got a 545x817 pixel image. That's not even half of a megapixel. I really don't appreciate being lied to like that."
The image is http://brendanl.smugmug.com/gallery/2400661/36#125694702
and the order # is 243580
Could you help resolve this ASAP?
Thanks.

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    AndyAndy Registered Users Posts: 50,016 Major grins
    edited January 29, 2007
    yoyoboy wrote:
    I just had a very unhappy customer post on a message board about the digital download that he ordered-
    "It was advertised as a 1 megapixel image. When I downloaded it, I got a 545x817 pixel image. That's not even half of a megapixel. I really don't appreciate being lied to like that."
    The image is http://brendanl.smugmug.com/gallery/2400661/36#125694702
    and the order # is 243580
    Could you help resolve this ASAP?
    Thanks.
    On it. And, can you link me to the message board, too?

    Back soon.
    Andy

    Portfolio • Workshops • Facebook • Twitter
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    yoyoboyyoyoboy Registered Users Posts: 42 Big grins
    edited January 29, 2007
    Andy wrote:
    On it. And, can you link me to the message board, too?

    Back soon.
    Yup- http://www.pbnation.com/showthread.php?t=1901624&page=2
    And it seams that some of my prices got changed last night in in this gallery. I changed it back but a few of my prices where showing up switched... any idea?
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    AndyAndy Registered Users Posts: 50,016 Major grins
    edited January 29, 2007
    yoyoboy wrote:
    Could you help resolve this ASAP?
    Thanks.
    Is ~ 20 minutes asap enough :D

    I made a proper 1Mpix file for your customer, emailed it to him, and CC'd you on the email. I apologized profusely, and told him that I'd get an answer to why this happened.

    I'll look into it.
    Andy

    Portfolio • Workshops • Facebook • Twitter
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    yoyoboyyoyoboy Registered Users Posts: 42 Big grins
    edited January 29, 2007
    Andy wrote:
    Is ~ 20 minutes asap enough :D

    I made a proper 1Mpix file for your customer, emailed it to him, and CC'd you on the email. I apologized profusely, and told him that I'd get an answer to why this happened.

    I'll look into it.

    Much thanksiloveyou.gif
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    AndyAndy Registered Users Posts: 50,016 Major grins
    edited January 29, 2007
    yoyoboy wrote:
    Yup- http://www.pbnation.com/showthread.php?t=1901624&page=2
    And it seams that some of my prices got changed last night in in this gallery. I changed it back but a few of my prices where showing up switched... any idea?
    I posted to that forum, as well.

    http://www.pbnation.com/showthread.php?p=31213459#post31213459
    Andy

    Portfolio • Workshops • Facebook • Twitter
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    yoyoboyyoyoboy Registered Users Posts: 42 Big grins
    edited January 29, 2007
    I'm pretty much speechless right now. The time and effort that you put into this... I don't really know why their are so many dam smilies on this forum, as I know that none them can explain how I feel towards you right now.

    Andy wrote:
    I posted to that forum, as well.

    http://www.pbnation.com/showthread.php?p=31213459#post31213459
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    MalteMalte Registered Users Posts: 1,181 Major grins
    edited January 30, 2007
    Andy wrote:
    Is ~ 20 minutes asap enough :D

    I made a proper 1Mpix file for your customer, emailed it to him, and CC'd you on the email. I apologized profusely, and told him that I'd get an answer to why this happened.

    I'll look into it.

    Wow! Just... wow. bowdown.gif

    Malte
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    RandoRando Registered Users Posts: 105 Major grins
    edited January 30, 2007
    Ok I just read the bit in that message board about a model release??? Do you need a model release from someone to sell them pics of themselves???

    And he's complaining about $4.75???? All his paintball gear runs up near the $1K range, paint goes for $50/case, $95 entrance fee but $4.75 breaks the bank???
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    dogwooddogwood Registered Users Posts: 2,572 Major grins
    edited January 31, 2007
    Rando wrote:
    Ok I just read the bit in that message board about a model release??? Do you need a model release from someone to sell them pics of themselves???

    And he's complaining about $4.75???? All his paintball gear runs up near the $1K range, paint goes for $50/case, $95 entrance fee but $4.75 breaks the bank???

    You need a model release for any commercial use of photos with people in them.

    But... events that are open to the public are a different story. Selling someone a photo (even of themselves) doesn't necessarily constitute a commercial use of that image. For one, sounds like you are covering expenses, not making a profit. And as long as you're not selling your photos of this guy to say, Maxwell House, for use in print ads, you're probably okay. In other words, if the paintball business wants to use his photo in an ad, you'll need a release. If the guy wants to email the photo to his buddies, you're fine.
    Portland, Oregon Photographer Pete Springer
    website blog instagram facebook g+

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    PhyxiusPhyxius Registered Users Posts: 1,396 Major grins
    edited January 31, 2007
    Another example of why I love the SmugMug people! clap.gif They care!





    I agree that 4.75 is NOT expensive, not nearly. Also, I shoot at horse shows and the show entry forms ask permission to print images in association/federation/organization publications. If for non-commerical use, as Dogwood said, you're good.
    Christina Dale
    SmugMug Support Specialist - www.help.smugmug.com

    http://www.phyxiusphotos.com
    Equine Photography in Maryland - Dressage, Eventing, Hunters, Jumpers
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