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“As a first time user I took in my film into Max...”

written by lynn parsons on 05/07/2006

Good Points
None.

Bad Points
Unhelpful.
Lack of information.
No customer service.
Long queues.

General Comments
As a first time user I took in my film into Max Spielman in Kirkgate, Leeds on Monday and was told I could collect on Friday. Friday - no photos, and I had to wait while they kept looking. They said they would call the lab, and asked me to return in half an hour. On my return, they had not found the photos and the lab didn't have time to search. They told me to come back the next day. On Monday I called, and still no photos. They called the lab again, and were told that they were still awaiting processing, and they told me to come back tomorrow. Not helpful, especially when I had to trail all the way to town each time during lunch break. I sent an e-mail explaining all this, and that they should take my details and let me know when the photos were ready instead of me having to call in to find out. I received no response, so I telephoned the next day and was told that the response would be within 48 hours. I called again after 48 hours, and I was told that the complaints department were still dealing with my e-mail. They confirmed that my film had been received by the lab on the Tuesday, and that my e-mail had been received, but that was all they could tell me, but a response would be made. They stated that the lab could not search for individual customers goods as they had thousands to deal with. The reason for this is that Max Spielman, Klick and Supasnaps are all the same company using the same lab. If your photos go astray they will never be found again, as they do not have the resources to search for them.