First problem! Help!

DrDavid · December 27, 2007

I was so happy to sell some of my photos; but, my client tells me that one of her photos came with the arms 'cut off'.

http://photos.davidiwolf.com/photos/233187748-L-1.jpg

** This is the new/updated image **

She ordered a 5x7. Order # is 473077..

What can I do to fix this?

Andy · December 27, 2007

Hi, this is the crop that was ordered:

There's not much room for cropping,

http://photos.davidiwolf.com/gallery/4007452/1/233187748#233187748-A-LB

so I don't really understand the client's complaint

However, our Guarantee knows no bounds, so if they want a refund, we'll happily give it! SmugMug Guarantee. Just have the client write to us at the Help Desk and we'll take care of 'em right away!

We very highly recommend our Pros make use of our Proof Delay feature.
Proof Delay allows you to review the order before it's sent to print,
make corrections and changes to the cropping as well as auto versus true
color. Best of all, you have the opportunity to totally replace any
image that is ordered, with your choice of a replacement, still allowing
you to adjust the crop and color setting after replacing it. For more
info on this, please see the links below which would eliminate any
problems in the future:

http://www.smugmug.com/help/proof-retouch-replace
http://wiki.smugmug.com/display/SmugMug/Proof+Delay

DrDavid · December 27, 2007

Andy wrote:

Hi, this is the crop that was ordered:

There's not much room for cropping, so I don't really understand the client's complaint However, our Guarantee knows no bounds, so if they want a refund, we'll happily give it! SmugMug Guarantee. Just have the client write to us at the Help Desk and we'll take care of 'em right away!

We very highly recommend our Pros make use of our Proof Delay feature.
Proof Delay allows you to review the order before it's sent to print,
make corrections and changes to the cropping as well as auto versus true
color. Best of all, you have the opportunity to totally replace any
image that is ordered, with your choice of a replacement, still allowing
you to adjust the crop and color setting after replacing it. For more
info on this, please see the links below which would eliminate any
problems in the future:

http://www.smugmug.com/help/proof-retouch-replace
http://wiki.smugmug.com/display/SmugMug/Proof+Delay

I did the proof delay actually... I'm thinking it's the bleed edge that's made the arms more chopped than they were. Can I add a white border to the image and reprint it, so that there isn't an issue with the bleed edge/framing?

How large of a white border would I need to put on it to make it print the whole (well, 5x7 crop of it) image with a little bit extra for the framing?

Thanks Andy... I appreciate any help you can offer!

Andy · December 27, 2007

DrDavid wrote:

I did the proof delay actually... I'm thinking it's the bleed edge that's made the arms more chopped than they were. Can I add a white border to the image and reprint it, so that there isn't an issue with the bleed edge/framing?

How large of a white border would I need to put on it to make it print the whole (well, 5x7 crop of it) image with a little bit extra for the framing?

Thanks Andy... I appreciate any help you can offer!

Yup, Bleed Trim would exacerbate the issue on this file. You could add a white border, Totally up to you and the client though. Make it on a 5x7 canvas. Send to the help desk w/ all the details, reference this thread and the order# and our Heroes will make it right. Of course there's no charge!

DrDavid · December 27, 2007

Andy wrote:

Yup, Bleed Trim would exacerbate the issue on this file. You could add a white border, Totally up to you and the client though. Make it on a 5x7 canvas. Send to the help desk w/ all the details, reference this thread and the order# and our Heroes will make it right. Of course there's no charge!

Thanks Andy! I

love Smugmug! It's seriously one of the best experiences online I've had in a VERY long time! :ivar

One question: how many pixels would I need to leave as a margin to make it print right without the bleed edge being an issue? I think I remember reading 28 pixels on all four sides somewhere, but, am I imagining things?

David

Allen · December 27, 2007

DrDavid wrote:

Thanks Andy! I love Smugmug! It's seriously one of the best experiences online I've had in a VERY long time! :ivar

One question: how many pixels would I need to leave as a margin to make it print right without the bleed edge being an issue? I think I remember reading 28 pixels on all four sides somewhere, but, am I imagining things?

David

Duh, am I missing something?:D The display photos are made from the
original and the arms are cut off on them. Did you crop them off in post
processing before upload? If your original photo has no arms you'll either
have to reshoot farther back or use less zoom to include the arms in the
photo.

DrDavid · December 27, 2007

I enlarged the canvas, then fixed the image size to 5x7. It seemed to work. Now, just need to send the email.

Thanks so much guys. You rock!

DrDavid · December 28, 2007

All fixed. This was my first real paid job and I wanted it to be perfect -- and with your help it was!

My client is thrilled. In fact, she wants to buy a ton more prints to give away as presents to friends and family :ivar I love that I can give such great service to my clients, because I get such great service from Smugmug!

Feel free to add this gushing review to your "best-of" links

BTW, the image at the top is the new revised/fixed image. I ran it through i2e Pro. What an amazing program! (And, thanks for saving me $450 on it!!!)

First problem! Help!

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