An absolutely bad bad BAD BAD BAD experience with La Novella Studio. Photos were taken in October and its January now and MY PHOTOS ARE STILL NOT HERE WITH ME. 1) My photos took 1 whole month to be edited. With breaks of like 10 days inbetween each editing. I understand that I am not the only customer they have and that I kept asking for re-edits and stuffs. But should 10 photos be taken up to like 2 weeks to edit? Im not sure if this is how the line of photography works but Ive had other photoshoots before and 50 photos took a maximum of 1 day to be edited. But more importantly, I was annoyed because nobody emailed me to update me that I would have to wait for my photos to be done. There was no estimation given, and just nothing. HOW LONG DOES REPLYING AN EMAIL TAKE? Then my email got taken over someone else once the editing of my photos were done. It was time for my photo print/frame now. . 2) Same problem, they didnt reply my email. WHY. WHY DO YOU NOT REPLY EMAILS FOR TWO WHOLE WEEKS. . 3) And they went past the estimated timing for my print to be ready; twice - first because it is during the festive season and that theyd be busier than usual so my package would take longer (when my print should be ready on the 12th December and that theyd update me once my parcel has been dispatched from their office) and secondly because my parcel got lost THROUGH REGISTERED MAIL. Which brings me to the issue of my order getting mixed up together with the festive season. . 4) It is not the fact that my order got mixed up with the festive season that got me annoyed. It is the fact that nobody bothered to send me an email to update me that my order would be delayed and that I would have to wait longer until I sent them another email (on the 18th December) asking if my parcel has already been dispatched from the office. Which brings me to the issue of the lost mail through registered postage. . 5) I wasnt informed that my mail was lost until I wrote in to tell them that I was really upset that my email wasnt being replied after like 10 days (on the 31st December 2014) did someone reply me saying that theyve emailed me back but I never replied and they also forwarded me the email that they sent me; in which I found the reason why I never did receive that email. It was to their own email and it was another email subject (Mine was photoshoot, that was studio enquiry). I dont understand how can someone reply to their own email. Okay maybe replying to their own email is fine but seriously? On a different subject? Come on youve got to be better than this. But giving them the benefit of the doubt, maybe they were really busy and they really sent the wrong email unintentionally. They updated me saying that my mail got lost through registered postage -______________________________________- and that theyre claiming insurance from Singpost. And that theyve spoken to their supplier and that my print would be ready on the 7th January. So I asked for the lady to send me their COP - which would prove that the mail has already been sent out (on 31st December) and she said that she would send me as soon as she got back to the office. . 6) I never received the COP for the next few days but thinking it was the holidays and all, I decided to not bug her. Come 5th January (Monday), there was still no emails. By this date, everyone has already resumed work and school had already started. So I sent another email on the 6th January (Tuesday) asking for my COP. Still no reply and I was really really terribly annoyed so there was another email sent by me on the 7th. It was only on the 7th (10.55pm) did she reply that she was on MC and that shed only return to work on Monday, and she was sorry for the delayed reply. (PLEASE PAY ATTENTION TO WHAT SHE SAID HERE. I QUOTE HER WORD FOR WORD) Which brings me to my next problem. . 6) If she was on MC, why wasnt there anyone who covered her work and emails that she had to reply to? 7 days is a really long period for MC. Surely anyone would have asked someone else to take over their work, no? Why didnt she brief anyone to take over her work and especially since Ive been hounding and pestering for MONTHS for my print. Wouldnt you brief someone about a customer like this? I dont know, I would. For the reputation of myself and for my company I would have asked someone to take over all my emails during the period that I was sick. WHY DIDNT ANYONE REPLY TO MY EMAIL TELLING ME ANYTHING. . 7) So I emailed her back the next day (on the 8th) to rest well and if she could get someone to take over my email to update me on the few questions that I had. . . . . . NO REPLY STILL. Today my mom was annoyed by how long it took and she wanted me to call them to tell them that shed be going down personally to collect the print. So I called them, and I tried asking for Vilvian (that ladys name). AND THE PERSON WHO PICKED UP THE PHONE PASSED IT TO VILVIAN. HE PASSED IT TO HER. AND SHE. PICKED. UP. THE. DAMN. PHONE. I swear I nearly burst an artery. ARENT YOU ON MC. WHY ARE YOU THERE. WHY DID YOU PICK UP THE PHONE. And after I asked Hello is this Vilvian? she replied me Speaking Oh wow oh wow. After I asked where my COP was, she told me she wasnt in the office now and she would send it back to me asap when she went to the office later. I am speechless. And I am really too tired to be annoyed anymore. Maybe I am young (in their eyes) and maybe I dont know a lot about the working world. But I do know one thing - you have to always keep your customers satisfied to have a good business because unhappy customers like me will never hold back on saying what I feel about your company. And I for sure as hell know that I would never *be on mc and pick up the phone too*, or to not pass on my work to someone else to handle when I was sick because thats just really irresponsible. I mean if you go on MC then does your work get suspended? I also know that in the customer relations line, service recovery is very important - but none was given to me. None of that sort, nothing like door to door delivery/personal delivery. Nothing. Even blogshops give better service than you and theyre not as well known either. MY COP FROM ANOTHER BLOG SHOP WAS GIVEN TO ME WITHIN A DAY WHEN I EMAILED THEM SAYING MY PARCEL HASNT ARRIVED AFTER 2 WEEKS OF WAITING. And you? I am still waiting for my COP. Maybe its because I am not a big shot like other celebrities - they seem to receive their parcels and print within weeks (as from reviews). But I do know that this is horrible business etiquette and I am raging and just terribly upset. Just give me my damn print already. But no before that, i want to see the COP. Urgh so annoyed so terribly annoyed wtf what kind of business manners is this horrible service horrible horrible HORRIBLE. I was taught in ways so much better oh god. And Im just a mere student that has just graduated and with that tiny bit of experience that I got from my internship and also my part time jobs. But I sure as hell know that customer recovery is damn important.
Posted on: Fri, 09 Jan 2015 07:25:35 +0000
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