Envision Video ServicesReviews of envisionvideoservices.com

Response from Envision Video ServicesFeb 27, 2018

Hi Jack. Thanks for the feedback and the kind words about our customer service and turn around. I am sorry to hear you were not completely happy though. I believe the problem is with our understanding of the repair you were expecting. Our tape repair services are limited to physical issues only. (ie: a broken tape, a tape that is stuck, a case that has been shattered, etc...) What you are describing in your review is not a physical issue, but an issue with the signal on the tape. Unfortunately, there is nothing we can do for tapes that have signal issues. We do have a lab we can refer you to. They have been know to be able to recover signals on tapes that have been in fires and floods. The repair is done in a clean room and the cost can be expensive (a typical tape repair can cost up to $300) but if this 2-3 minute section of your tape is important to you, it may be worth a shot. Give me a call and I'll direct you to our contact at the lab. I hope this helps. Thanks for your understanding. - Pete

Response from Envision Video ServicesSep 11, 2015

Neal, Thank you for your feedback. I have reviewed your invoice and I understand your concerns. Our policy is to transfer the entire contents of our client's tapes unless the client specifically tells us otherwise. To ensure we understand our clients wishes, we have a place on our invoice where our clients answer 2 questions. These 2 questions tell our our staff how to proceed when running the project. It appears, based on your review, that you may have inadvertently initialed the wrong line on your invoice. This line instructed us to transfer the entire contents of your tape, which was approximately 6 hours long. When we added in the extra disc copies and additional data files that you ordered, I can see how the price increase was unexpected. Especially when you did not plan to have the entire tape transferred in the first place. I apologize for the mis-communication. We would like to keep you as a satisfied customer and have you return again in the future. If you give my office a call we will gladly refund you for any of the discs or files that you did not want us to make. Thanks again for the feedback, Peter Gallo Owner

Response from Envision Video ServicesSep 3, 2015

Rebecca, Thank you for the feedback. This is an issue we have addressed for other clients as well. In our 10 years of business we have found memories are really individual and what one person finds important another does not. Some of our clients bring us home videos and some of our clients bring us TV shows and even commercials that they enjoy or have been featured in. It is difficult for our technicians to determine what our clients may or may not want. Because of this we have put policies and procedures in place. We make sure our clients have the ability to let us know in advance if there are concerns or specific details regarding their projects. The solution we came up with a few years ago was to simply ask our clients up front if we have their permission to transfer their entire tape as is. For clients who don’t know what is on their tapes, we offer a place on-site for them to review their tapes prior to placing their orders. This usually eliminates any unwanted content from being transferred. For any clients who are hesitant about giving us permission to transfer their entire tape contents, we make a note on the invoice about what content should be transferred and what content should not be transferred, and we run those tapes individually. It appears in your case that some communication was not delivered properly. Your invoice indicates that you gave us permission to transfer your tapes, but clearly it is not what you intended. Our intention is for our customers to be completely satisfied with their experience. If you bring back the discs you didn’t want, I will see to it that your account is credited or a refund is issued. Thank you again for your feedback. Regards, Pete Owner

Response from Envision Video ServicesSep 22, 2014

Hi Annette. Thank you for sharing your experience with us. I am sorry that you feel you we did not thoroughly explain our pricing structure to you. I have reviewed your project and it seems that 2 of your 3 video tapes were 6 hours long. So instead of getting the 3 discs we originally quoted you for, you ended up with 7. (Said another way, we estimated the job would take us 6 hours of labor and it took us 14 as your tapes were much longer than we were told they were.) When orders are placed we try to estimate what the final number of DVDs will be based on our understanding of the project and the information provided by the customer. To prevent any surprises and mis-understandings we also have our pricing policy clearly stated on our invoices and we have our clients read and initial this pricing line before the job is started. We also explain what the client is initialing and ask if there are any questions or concerns. That being said, it is clear you did not understand what you read and initialed, and for that I apologize. If you call the office and speak with me directly, I will gladly refund the additional charges you didn't understand you might be charged. I will also check with the staff to see what we can be done to ensure better communication with all clients in the future. If you have any recommendations, I welcome your input during our phone conversation. - Pete