sarah
missing photos and ignored emails
I attended a race with several different distances, and there were photographers positioned along our route. However, when the photos were uploaded, one of the categories only contained photos from the other race distances, even though a photographer had definitely been taking pictures of us there. I contacted Sportograf through their support system and also reached out to the event organiser, who put me in touch with another person at Sportograf. I was told that the photos from that location had somehow not been uploaded correctly and that they were working on fixing the issue. A few days later, the missing photos appeared, which was great. After that, I asked whether it might be possible to receive a discount code for the photo package, since I had been waiting for the missing photos and they only became available after I contacted them. I completely expected that the answer might simply be no, but I thought it was worth asking. Unfortunately, that is where the customer service became very disappointing. I contacted one person, then the other a few days later, and followed up with both of them after receiving no response. Neither ever replied. A simple “Sorry, we’re not able to offer a discount” would have been perfectly fine. Instead, my messages were simply ignored. This was particularly frustrating because they had previously responded quite quickly when dealing with the missing photos, so it felt very much like they were choosing not to respond once the question was about a discount. When you are waiting for an answer before deciding whether to purchase an expensive photo package, being completely ignored is not a good customer experience. The photo issue was eventually resolved, but the way the subsequent communication was handled felt very unprofessional.