Snapfish

I am getting exceedingly frustrated with all the technically glitches happening on the new site. I am all for change and improvements but why launch a site that has so many bugs? First my changes wouldn't save for weeks on any of my photobooks. Then, an entire 150-page photobook disappeared, representing months of work gone. Today, 90% of my embellishments in two separate photobooks just disappeared. Every time I contact customer service, I get canned copy/paste responses from the chat feature or someone reading from a script if I call. They always tell me to update my browser or allow cookies, even though I preemptively tell them I have already gone through those steps and it isn't that. Those times my issue was escalted to your higher team, I didn't hear anything for weeks at a time and then they emailed asking for information I had already provided and telling me that it was my fault that I "hadn't saved my work," even though I do save my work on TOP of the auto-save feature. The mystery of the disappearing photobook ended in a "sorry, it's gone, here's a free 20-page photobook credit, now recreate your work and save it this time." When I responded rather passionately that I had saved it, that it was unacceptable that months of work just disappeared, and provided the same identifying information for the umpteenth time, the album was magically found. Each issue has eventually been resolved without so much as an explanation other than "wait for a bit and it should be resolved." I am sick and tired of wasting my time working on projects wherein my work just vanishes without explanation. My time is valuable and I have none to spare to mess around on making projects that don't save or waiting around for glitches to be fixed. I have been a loyal, exclusive Snapfish customer for seven years and have spent thousands upon thousands of dollars on projects, prints, cards, etc. and have referred countless friends and family to Snapfish over its competitors. But I have just about had enough and am ready to start using one of its competitors who will appreciate my time, efforts, and money.

HORRIBLE CUSTOMER SERVICE...WORSE EXPERIENCE EVER WITH ONLINE PHOTO ORDERS. I WILL POST THIS EVERYWHERE I CAN.

Just spent the better part of two days uploading a year and half of photos to snapfish. While there, i decided to look at old photos and make some photobooks. Many many many albums and photos are missing. I am now an hour into a chat looking for an explanation which seems to be that many photos were corrupted in transferring them to the new site and they did not have backups. To quote " the images were unable to retrieve corrupted images due to missing Hi Resolution & Low Resolution files" Best i can translate that is we didn't keep a backup and we corrupted the files. It seems too this may only have happened to older files? How a service that is for photo storage can justify such a thing is beyond understanding. They've apologized for "any inconvenience" several time and reminded me that their policy states i should keep a backup. I have backups of some of the files but lost a computer hard drive with the oldest of my photos.

I asked to be transferred to a supervisor 4 times and was told "I can transfer you over to my manager but to set proper expectation, it would still be the same information as we are receiving the same updates". I suspect they're not truly listening but just reading from some screen of canned phrases.

Supervisor ("manager on duty") told me this: "When we transfer from classic site to the new site some of the photos specifically the old ones are not compatible with the new site. This is because the low and high resolution specification is corrupted."

And then this: " We are using the same configuration with the new site but there are situation that is out of our control. That is why some of these photos are corrupted."

And then this: "We did not lost your photos. As you can see, the thumbnail specification is still there. But some components like the LR and HR is lost due to compatibility issue".

And then this: "The albums are there but the images are lost."

And finally this: ME "so this is what has happened. Files were corrupted in transfer to new website, there were no backups or you didn't use backups, and i can't tell which files are still there and which aren't. Yes or no?" SNAPFISH: "Yes"

Unbelievable

Though it will be a huge effort to transfer 12 years of photos to another site, i think i will. I do not want to give these people another dime of my money.

VERY POOR SERVICE.

I made my order Dec 4th 2015 and paid for 2 day delivery. By the 10th, it was still in process so I did the chat thing and was told 24 more hours. I used their chat every 2 days until Christmas eve, and I was told 24 hours each time. On Christmas eve, I was told I would be contacted Christmas Day with an update. I advised the employee that no one was going to contact me Christmas Day... even their website said they had a two day shutdown, and I was told I would be contacted regardless. I wasn't surprised when I was not contacted, and following the holiday, I used chat again. I asked for a refund and they told me my order was queued for processing and would be shipped January 6th. This was the first time I had been given a concrete date, and not wanting to make a 50 page photo book on a different site, I agreed to wait. January 6th has obviously come and gone and I heard nothing. Once again I went on chat and was told "soon". Since then, I've chatted about every 2 days, with them promising thst an escalated service ticket had been created and that a "higher level" would be contacting me. It is now January 15th and it is still "in process". I was just told again that I would be contacted in 24 hours. I have never seen such poor customer service. I have over 15 chat transcripts with false promises and I am considering forwarding them to the media. I think it's time this company was outed for the fraud they are perpetuating. They had no problem taking my money December 4th, and despite their before Christmas guarentee and countless other promises they made me, I have nothing. I was a long time customer, but no more. I should have just flushed my money down the toilet. It would have been less painful.

We created an incredibly cute book of pictures of our trip to Greenland, with accompanying text. We bought a stuffed Greenlandic sledge dog puppy, took pictures with it everywhere, and then created the book. This was to give our older kid, who loves dogs, for Christmas.

Their software, which displays identically across multiple browsers, has a red dotted guide rectangle that you should keep your pictures and text within. The rectangle is recessed from the edges of the page by a nice margin. We expected that the printed book would maintain this white space surrounding our pictures and text. When we got to "final review" on their web site, suddenly the area within the red dotted rectangle had expanded out to the edges of the page. Well, we weren't about to redo everything, so we said okay.

When we received our two copies, Snapfish had clipped about 1/4" even further at the outer edges of each page. That is, they were not even printing all the area within their red dotted rectangle. This was particularly offensive when it clipped text that should have been printed. Fortunately, our kid was 23, not 6, or we would have had to write that Christmas present off completely.

We contacted Customer Service, which was probably outsourced, and chatted with a guy who insisted that if the final review showed the text, then our books did too. We sent pictures and he finally admitted that they had not printed the same thing that their web site had shown us, and credited us for the two books.

When we did get around to redoing the books several months later, I got much the same runaround from two more Customer Service people when I tried to ask them if they had had buggy software around Christmas, and if we needed to add EXTRA space around the edges ourselves, or if they would print the books correctly now. They both insisted that the final review was the same as what was printed, then recanted when they saw the pictures, and suggested that we leave some extra margin. I never did get appropriate contact info to be able to file a bug report with their software people.

So I spent several hours redoing many of the pages, feeling like this stupid company with buggy software had wasted my time, and why the heck couldn't they have provided correct guidelines in the first place? The final books, when reprinted, did include all of our text (some of it rewritten to fit), as I was pretty paranoid about the margins at the left and right edges.

(And speaking of buggy software, the photo I attached is right side up with multiple viewers, but this review site is showing it upside down to me, so if it looks that way to you, sorry.)

The color is so washed out, I literally can't even use the photos. The paper is SO thin it's horrid