A Candid Image - A Fine Image Bait and switch with videographers and video footage quality Cambridge Massachusetts

We had nothing but problems when dealing with A Candid Image. We were more than patient during the whole process, and would have been willing to overlook the awful experience had the final product been up to the high standards and quality we had expected from ACI. However, this was not the case.

First, we had four videograpers. The first and second ones got sick, which is not the fault of ACI. We were assigned a third one, only two days before our wedding. This may have been out of the control of ACI, however what was not out of their control was the fact that Mike (who actually shot the wedding) was unable to do the video editing because he was "too busy." This should never have happened in the first place. In addition, Mike did not inform us he was too busy to edit the video until 3 months after the wedding and after numerous attempts to contact him. We finally ended up with Patrik to edit the video. While he did a good job with editing the video, the actual quality of the film is horrendous.

Second, the video footage quality is grainy and downright awful. From the sample video Taylor Amaio Fletcher showed us at the beginning, to the testimonials on the website, and the Best of The Knot rating, we expected only the best quality from ACI. However, our video was completely grainy, fuzzy, and the colors are all washed out. The quality is so poor that it renders the video completely unwatchable. What should have been a beautiful, cherished memento of our special day will sit on the shelf unwatched.

We were promised that the equipment used would be the "newest three chip high quality low light capable, broadcast quality, lightweight digital cameras. These cameras provide the sharpest images and the most accurate colors." It is absolutely evident that this equipment was not what was used due to the graininess, roughness, and lack of color in the video. We spoke to the final videographer who edited the video and he stated that the source video was very grainy, and that he did his best to improve the quality of the video. In the end, the video was entirely unprofessional and unacceptable.

Third, once we were told that our video was ready, we did not receive it for over a month and only did receive it after continuous follow-up. During that process, we made approximately three phone calls, none of which were returned, as well as numerous emails with various individuals. In addition, we called three times regarding this issue of video quality before receiving any reply. The reply we received was the following-

""Our company entered into a contractual agreement with you.

We strictly adhere to the contract that you entered into and we respectfully submit that you kindly review the contract.

If we have breached the contract in any way, kindly specify the clause of the contract that has been breached and we would address that.

We stand ready to comply with the contract, nothing more and nothing less.

Following is an excerpt from the contract in bold letters.

all retainers and payments are non-refundable,

Here is another excerpt.

The Company does not make any warranties or guarantees, either implied or expressed, to any particular photo image(s) or to meet any particular aesthetic criteria or standards as parts of its performance under this contract."

While we understand that that our contract didn't make many guarantees, it still should have at least stood behind their product. Their contract basically says that they will get paid for whatever they do, with no responsibility on their part. This is fraud.

Finally, due to those issues and problems caused by ACI, this entire experience was traumatic for us and for our family members. We suffered numerous personal arguments and strained family relations. The amount of stress this caused was incredible and unbearable.

We trusted and expected ACI to capture the memories and highlights of our special day to the high standards we were promised. Although the cost for ACI's services was significantly more than competitors, we relied on the company's supposed reputation and what we were led to believe during our initial interactions. During the initial interactions with ACI, we were led to believe ACI owners and videographers upheld the highest standards and utmost quality for wedding video productions; however we were grossly mislead. Had we not been mislead, our choice for wedding videography would have been quite different. This entire experience has caused us extreme disappointment and frustration. Because of this, we basically have no visual record of our wedding day and what should have been a wonderful memory has turned into a horrendous experience.

Sleepyjones
Chevy Chase, Maryland
U.S.A.