“The quake quality of the work was very good but the whole process was unnecessarily over the top. Communication was difficult; direct answers were not answered directly. When I used this service several years earlier, it was much more straight forward. It feels like a lot of unnecessary bs was adding for the sake of c appearance/marketing. It weakens your relationship with your customer and your customer's trust in your integrity, in my opinion.”
Hi Madeline,
Thank you for sharing your experience with us, especially so as a repeat client. While we remain committed to putting our clients first, it's clear we fell short in your more recent experience. We take these concerns seriously and would love to hear more. We'll take our learnings and adjust our process, as needed. We want every client to feel confident choosing us again for projects that matter most to them.
We value your continued trust and thank you for choosing to work with us again.
The EverPresent Team
“I am delighted with many of the photos. Quality Varies from good to door. Process was very slow and very little contact with staff. Very expensive. Not much discount for large order. Delivery was smooth.”
“Cost was initially reasonable, turnaround for a small and straightforward jod (digitize 14 slides-35mm) was not. “Expedited turnaround doubled the price. As Everpresent then had the sldes in hand, I had no choice. My fault for assuming a small job could be handled in less than a month.”
“I sent a cassette of my older brother interviewing my grandfather,after a while they sent me three CDs and two USBs of some weird baseball jabber . I reviewed my cassette and my grandfather was still there but not on any of the material Everpresent sent me. I have tried in vain to get the stuff I paid for but have gotten the run around so far . Unless they come forward and rectify the situation,I would not recommend them. So, it took a while, my experience/ complaints were totally unique. But they did rectify my project and I did get it back as I originally intended.so, it was much Longer than. I thought it would be. I assume whomever was responsible for the original mess was at least given a talking to.
They honored the payment I had originally made ( as was as it should be) and delivered my project, so other than my original aggravation it all ended fine.”
“The digitization of my materials was nice to have but- my thumb drive and box of materials came back with someone else’s stuff. The marketing tact with this company to ‘protect’ your precious memories is a bit of a farce with the experience I had. And, when I brought it to the customer service’s attention they told me that the didn’t mix up someone else’s materials with mine. I have the proof on my thumb drive and I even returned the poor other person’s materials back.”
Hi Patricia,
Thank you for your feedback regarding our app. We’re sorry to hear that you're experiencing issues with the sharing link. We've reached out to you some time ago to follow up and haven't heard anything. Our team is constantly working to improve the user experience, and your comments are crucial to that process.
If you need assistance, please don’t hesitate to reach out to our support team. We’d love the opportunity to help resolve this for you.
Warmest regards,
The EverPresent Team
“I spent many hours putting my photos in chronological order and placing them in a shoe box in chronological order. When I dropped my photos off, I was only able to speak to a receptionsist so there was no discussion about the details of my order. Some days later, a technician called me about my order, but she never discussed with me the order of my photos. I had approximately 800 photos digitized which ended up not being in any order and were quite mixed up. I'm disappointed that the technician did not bring this up for discussison. When I picked up my photos, I also just spoke with a receptionist who was not able to answer any questions. When I called and spoke with someone about this, I learned there was an extra charge to keep the photos in order, which I would have been happy to pay, had someone brought this to my attention. I feel there's a level of sloppiness and lack of clear communication on the part of Everpresent.”
“I was pleased with the care of my cds and album you used. But I was disappointed with the instructions for downloading etc. Eventually I downloaded VOX so I could combine all to play at a time. Plus I requested a Zip drive of all 3 items and only the vinyl record was put on it. I finally just gave up trying to communicate. Too bad,”
Hi Katheryn,
Thank you for taking the time to share your thoughts with us. We’re glad to hear that you were pleased with the care we took with your CDs and album. However, we’re sorry to hear that the instructions for downloading were not clear, and that you didn’t receive everything you have requested.
We will have one of our team members give you a call for more information. We'll send a follow up email if we don't reach you. We stand by our service and would love the opportunity to correct your experience.
Warm regards,
The EverPresent Team
Hi Stephen,
Thank you for your kind words about our work! We're glad to hear you were pleased with the quality. However, we’re sorry to learn that your experience with our service did not meet your expectations. We strive for timely communication, and it seems we fell short. Your feedback is valuable to us, and we are continuously working for quicker response times for our clients.
We appreciate your insights and hope you’ll continue considering us for your future needs.
Thank you for choosing us,
The EverPresent Team
“Excellent customer service was provided at my local office. The products were also very good; however, the technicians were unable to digitize one out of six VHS video tapes from 1989. I guess it's a good outcome considering the year they were taped.
I was expecting more; they offered constant contact and updates while working on your material, but provided no communication afterward.
The prices at my local office were different from those on the website. I informed the consultant from MA, but instead of telling me that they would honor the lowest price, he immediately stated that they had changed the prices. As a result, I only gave them 5 VHS tapes for the first experience.
I read in another review that they charge the additional fees without consulting you and using your credit card. Unfortunately, they did the same with my account. I would not mind paying the extra ($15 each video) for a cleaning and $50 for handling, but I did not sign up for automatic payment using my card, Did they kept the CCV number in their system?
Be mindful of the additional fees you may incur; from the initial 22-dollar digitizing each videotape (basic option, price from website), I end up paying 60 dollars each (Total invoice divided by 5).”
Thank you for your feedback - we’re so glad to hear you were satisfied with our customer service and products overall.
We apologize for any confusion around pricing and project expectations. It looks like the tapes we digitized for you were PAL/International format which we consider a non-standard format and the pricing differs from our base rate. Fortunately, you came to one of the few digitizing companies equipped to handle this type of format, and we're glad we could assist.
That said, we regret that we didn’t communicate the process more clearly. It’s our standard process to settle payment upon project completion using the card we have on file as stated in our Client Agreement form. Even so, it’s on us to ensure expectations are clearly set from the beginning, and we’ll work on improving that.
We truly value your input and thank you again for choosing EverPresent.
“for those of us who prefer to do all communication through text and email, this service is not ideal… it seems a phone call is required when there are questions to answer and a discussion to be had. It’s also possible that there will be a language barrier.”
Hi Scarlett,
Thank you for sharing your experience with us. We understand that clear communication is crucial, and we regret any inconvenience caused by the need for phone calls during the process. Our team is equipped to handle discussions via phone or email at the client's request so we apologize for not meeting your communication needs. We're continuously working on ways to enhance our communication methods and will take your insights into consideration as we improve our service.
Thank you for choosing us,
The EverPresent Team
“I was happy in the care that my VHS was handled but I was disappointed that the VHS was not let to run enough to capture all to go on the USB. Main events were not recorded to USB.”
“Tapes are old but the price is fixed regardless of the quality of the transfer. In my case the sound quality was so poor on the transfer as to make the digital product almost useless. There is no way to ensure that what you will get is worth the money. You get whatever they produce and have no idea is advance if it will be worth the price.”
“I found the finished product difficult to use. There were far too many steps to see the pictures and share them. We did our own work around by giving out my email and password to access the files. I also had a friend put the pictures in a pdf file which made them easier to share.I thought a simple pdf file was what I was going to receive.”
“In the autumn of 2024, I brought three projects to EverPresent in Newton:
1. Two S-VHS cassettes of a 1992 wedding video, which I asked to have transferred to digital and put onto thumb drive and DVD
2. Three short Super8 film reels, which I asked to be transferred to digital and have four specified titles inserted
3. One ScanCafe DVD containing an hour of digitized home movies, which I asked to have duplicated onto thumb drive and DVD for further distribution within my family
At Newton, the EverPresent receptionist accommodated me in a businesslike manner. Much to my surprise, however, she informed me that they do not insert titles and that they cannot copy my ScanCafe DVD onto distribution DVDs.
When I picked up the finished work, I discovered that the single thumb drive containing project #2 happened also to contain a spurious copy of project #1. No harm done, but gee whiz.
It gets worse. When I viewed the project #1 digital transfer (which had been sourced from S-VHS cassettes), I was dismayed by egregious vertical-sync instability. I declare that this flutter came from EverPresent’s tape deck; those S-VHS cassettes have always played stably on my personal Panasonic AG-1970 tape deck, and they still do. That vertical-sync flutter completely ruined the transfer. Sadly, I now choose to not distribute project #1 to any intended recipient in the family.
Another disappointment pertains to our attempted use of the EverPresent website. We wanted to learn how to get our movies distributed to geographically distant family members. We used the link sent to us by EverPresent; but once we set up an account, we couldn’t figure out how to proceed from there: the EverPresent web pages proved too wordy and very short of useful information. One family member – known for his professional software expertise – tried to go to the EverPresent site directly from Google but could never find a way to log in. He always had to resort to the link which had been sent to us by EverPresent.
I had been kindly told that if I brought my laptop with me to Newton when picking up the products, the use of the EverPresent website would be demonstrated for me. So I did bring it, and I indeed did see the EverPresent wi-fi icon on my screen. But the receptionist told me that no demonstration would be possible because their wi-fi was not working.
We were eventually consoled at home when we successfully downloaded digital video to our laptops from the thumb drive delivered for project #3. The same might also be said for project #2 except that we do miss the much-needed transitional titles. At least that ended our continuing nightmare with the EverPresent website.
-Paul Gill”
“The digital images of my scrapbook pages were great and they handled the book well. The 3D embellishments were captured (although flat looking in the image). My two issue were: 1) the cost of shipping makes future digitization out of the question at $45 an album. 2) I specifically said to not scan the individual pictures that were in several pockets. They did this -costing me $15, but also making me question if specific instructions would be followed. Why have a pre-project meeting if they don’t actually pass the info on.”
