“While I was satisfied with the quality of Everpresent’s work, I was quite dissatisfied with the quality of the service and the transparency of the pricing. I asked for the contents of an iPhoto folder to be transferred. Since there were other folders on the same device, I gave specific written instructions to avoid confusion. I was quoted a preliminary price of around $200.
When I heard back with the final price it was over $800. I questioned this since it didn’t make sense As I feared, it was based on disregarding the oral and written instructions and transferring all the folders on the device. I again told them not to do this and to only transfer the single photo folder. I was quoted a new price of over $300.
When I came in to pick up the work I asked them to show me what they had transferred. Not surprisingly, they again disregarded my instructions and transferred other folders that I had not requested. When I said I did not want to pay for work I had specifically asked not to be done, I was met with a shrug.
They had also offered me a discount because I was dropping off this job while picking up another. I reminded them of the discount and confirmed they would add it. They did not add it.
I have been pleased with other work they have done for me, but they made a mess of this one and don’t really seem to care.”
Hi Paul,
Thank you very much for writing about your experience. It is clear that your most recent project did not meet our usual standard of clarity and ease of service. It looks as though there were a series of clerical errors that contributed to the results you mentioned, and because of your feedback we've been able to identify them.
Someone from our management team would like to reach out to you, so please expect a call or email in the next few days.
Many thanks again for your patience,
EverPresent
“So complicated and confusing in every step. Too many steps. Polite but ignorant workers. My initial quote was over $60 for an $8 job. I WILL NEVER DO BUSINESS WITH YOU AGAIN AND I WILL WARN OTHER PROFESSIONALS TO AVOID YOU.”
Hi Jill,
Thank you very much for your feedback.
We understand that our pricing can be complex, and that we could have been clearer during your consultation.
We are glad to see that your project was discounted, and we would be happy to issue you an additional credit towards any future digitizing. A consultant will be reaching out to you soon to follow up.
Many Thanks,
EverPresent
“Everpresent delivered on the project and the finished product was fine. Throughout the process though, there was a lack of transparency from the representatives, and pricing seemed to change anytime I would talk to someone. A lack of communication occurred and I had to make multiple calls to receive invoices for my records. For the price and hassle of the process, I will purchase a scanner at home.”
Dear David,
Thank you so much for taking the time to provide us with your feedback on your experience with EverPresent. We truly appreciate your valuable input and are grateful for customers like you who help us continue to improve our services.
We understand your frustration with the complexities of our process. The nuances of the material we work with make it difficult to give to a specific quote, sight-unseen. That said, we do make an effort to be as transparent as possible with thorough inventories and line item estimates. The purpose of your consultation was to provide clarity and we are genuinely sorry that that was not your experience.
You should have received an invoice detailing all of your project's costs. We'd be happy to provide a digital copy, and answer questions you may have.
A consultant will be reaching out to set up a follow up call.
Thank you,
EverPresent
“I wish before digitizing my VHS tape I would have been informed of the very poor image quality of the original tape. The footage was extremely dark so there are only a few minutes of visible footage.”
Hello Jared,
We're grateful for your feedback, and have taken the time to review the footage you mentioned. You're correct: the video appears to have been shot in a very dark room, with limited lighting, resulting in a darkened video file. This is not something we would have been able to observe prior to digitizing. That said, we still feel like all memories are worth preserving, and we would consider this type of darkness to be a minor quality issue in a 30-year-old video tape.
We are honestly sorry that you're disappointed in the quality of the video. It's always our hope that our clients feel excited to relive their memories, so please don't hesitate to let us know if we can improve your experience in any way.
Many thanks,
EverPresent.
“I was really disappointed in the results of the films I sent in. 1. They were dirty. A lot of dust, mildew, or whatever, showed up throughout the film. 2. There was so much flicker in a couple of them, that they are hard to watch. One film the frame wasn't centered properly, and 3/4 of the frame contained 1/4 of the next frame. Not very impressed with the results.”
Dear Mike,Thank you so much for taking the time to share your feedback on your experience with Just8mm & EVERPRESENT. We genuinely appreciate your honesty and want you to know that we take your quality concerns seriously.
We are truly sorry to hear that you were disappointed in the results of the films you sent in. We understand how frustrating and challenging it must have been for you to watch those films. Sometimes, the original quality of the films themselves are our biggest obstacle, as we strive to get the best quality that we can from these aging and old media types.
Your feedback is essential to us, as it helps us identify areas where we can improve. We will submit a support ticket on your behalf to learn more about your specific experience and understand how we can make things better. A Senior Client Success Manager will respond back to you shortly with the results of our investigation.
Thank you,
EverPresent and Just8mm
Dear Allan,
Thank you for your feedback. We take concerns like these very seriously, and to that end, we have explored the details of your project to see how we could have served you better.
In reviewing the communication from your consultant on March 12th, it appears that we gave an estimated turnaround time of 10-12 weeks from the date of your consultation, however your project was completed and delivered within 8 weeks. We understand that it can be difficult to wait even a short time to see and enjoy your digitized memories, but we're proud to have been able to deliver your finished project to you ahead of schedule.
That said, we apologize if our communication on what to expect was not sufficient, and we appreciate the opportunity to improve. Please feel free to reach out at any time, and we will be happy to help you with a future project.
Many thanks,
EverPresent
Hello,
Thank you so much for submitting your feedback. It is our highest priority to ensure that no part of our process can have an adverse or harmful effect on the original material, such as your VHS tape.
We take concerns like these very seriously and will be conducting a thorough investigation into your video transfer so that we can better understand how to improve your experience from here. We will be reaching out to you once we have concluded that investigation. Thank you again for your feedback, and for your patience.
Best regards,
EverPresent
“Sent three boxes of many different media.
Have to say something is lacking in quality control. My recordings were copied well, only problem is I got 3 copies of the same tapes, 8 mm, and audio. And they were not recorded in the same order.
Stupid me, watched, scanned a couple of thumb drives, was satisfied and disposed of all the old material.
Now I have triplicates and tons of missing memories.
Nice job.
And it was a very very long wait.
My name is Lenore Marion.
Very, very, disappointed. For $700 plus I now have two handy audios and three 12 min videos.”
“The files on the USB I received on my last order were duplicates of the 8mm from my previous order. I have left three voice mail messages asking for a call to discuss what might have happened and have yet to receive a call back.”
Dear David,
Thank you so much for taking the time to provide us with your valuable feedback on your experience with EVERPRESENT. We appreciate customers like you who share their thoughts and concerns, as it helps us improve our services. We see that we have a support ticket is in with our team to help address your concern. A member of our Support team is currently reviewing the file duplications, as this just may be an error on our APP and not on your USB drive. Please double check your final deliverables and your consultant will get back to you shortly. Thank you for bringing this to our attention. - EverPresent
“I had multiple problems with my order: 1) The estimated number of photos in my job was 1000-1500, which I said sounded very high but the lady on the phone pushed back and said $800+ was needed for the 50% down so I paid. Later after counting the photos myself in a similar sized album, I estimated around 500 and asked for a new estimate. The revised estimate was 500. What happened?? 2) I then asked for a refund to adjust my 50% down payment. This was rejected even though my down payment was more than the entire bill! So basically you held my money the entire time which is not right. 3) The final count was 528 photos, but I was billed for more than that...I can't find the invoice online but I recall it was 545 or something. 4) Of the photos in the album, over 60 were missed!! So I had to do those myself. 5) the quality of the scans were not great, far below the quality of scacafe...in fact the one I did by myself with my cell phone were far higher quality.
So basically...not good at all.”
Dear David,
Thank you so much for taking the time to provide us with your feedback regarding your experience with EVERPRESENT. We greatly appreciate your notes, and we sincerely apologize for the multiple issues you encountered with your order.
Firstly, we understand your frustration regarding the estimated number of photos for your job. We apologize for any miscommunication or confusion caused by our representative during your initial conversation. It is important to us that our customers understand our estimates that range in sizes for the variety of albums that we encounter. We like to set proper expectations as albums can have a variety of hidden pages, photos, tucked into small spaces. It is unlikely that our team missed some photos, but if we did - we genuinely want to make things right.
We would greatly appreciate the opportunity to discuss your concerns in more detail and find a suitable solution. Please let us know how we can reach out to you, whether it be through phone or email, so that we can address your concerns and provide a resolution.
Warm regards,
EVERPRESENT
Hi Harold,
Thanks for reaching out to EverPresent. We successfully completed your project and it was delivered via mail at the end of February. Additionally, there was a link sent to you via the EverPresent APP so that you can view and share your memories. We had a customer support person reach out to you today to make sure you received this message. Best, EverPresent
“The quality of the scans is abysmal. Just absolutely dreadful. Had I not paid extra for the elite quality correction or whatever you called it, I might think differently. The photos look dreadful. I only provided high quality images and discarded poor quality ahead of time. Your product is deeply disappointing and because of that, ridiculously expensive.”
“Very disappointed in the lack of communication. I have reached out by telephone and by email multiple times and never get a response back. I am trying to find out how to access my files from your website. I have already paid for this service but have never received instructions on how to access it. I hope this message gets forwarded to your CEO. I would think he/she would be exceedingly disappointed.”
“I have used Everpresent before and was very happy with the results. This time I brought in 4 VHS tapes to be made into DVDs. Apparently one of those tapes was not mine. Whether it was mixed up with someone else's tape I do not know. But what I got were 3 DVDs of the same tape (which contained subject matter that I never taped). One of the other DVDs was of poor quality in terms of sound, and these tapes were musical performances. Since I received notices from you that the tapes' conditions were adequate, I had no expectation of there being a problem. I am happy with three of the DVDs. I called and left a message for Ariel who called when I was on the phone. She left a message, but when I called back about 15 minutes later I left a message and she never responded. This is not acceptable. I am requesting a refund for the three tapes that were sent with no relevance at all to what I gave to you. I consider Everpresent to be a very good business, and this has been a very surprising experience. I hope to hear an answer from someone on your team. Thank you very much, Elaine Jost”
“They were good at keeping me updat3d al9ng the way with the process, it was also pretty quick. But there were videos/tapes they didn't advise me of that were faulty and fuzzy aka unwatchable that I was still charged for. Also there deal of so many tapes and then the price is reduced is a scam! They charge you the higher price for the first 10 vhs and then the lower price for the rest when they should charge the lower price for all vhs tapes in the order. All together was way overpriced for what I got un return.”
“Way too expensive. They were quick and I did receive everything safely. But even though the original films were spliced together in chronological order, the media I got back jumped years all over the place. They told me I could fix it on the thumb drive but the CD ( which was the gift) was not fixable. The woman apologized for not explaining to me that I should have told them from the beginning that I wanted it in a certain order, but why would I think to ask that when I had them in order when I dropped them off”
“Disapointed. Entirely too expensive to take already digitized photos, de-duplicate and arange by year in a folder for each year for my monther. What I recieved was a bunch of sub-folders in each year plus files that were not organized, even though they had date stamps. The wrap up process felt like extortion, you must fill out this cryptic form masked as a survey that clearly was just an attempt to upsell in order to get your pictures back. A week before I recieved my files back, I get an email requesting me to add a tip to the those that worked on my files. I like the concept of this service, but poorly executed. I was expecting a program that sorts files and de-duplucates. If this really was done all manually, I would suggest investing in some automation.”
