[Frameworks] PacLab's approach to customer service.

[Tom Whiteside]

It starts before the lab! Every roll of film you ever bought had a disclaimer on it - if there was something wrong with the film, even if it was the manufacturer's fault,  the manufacturer's liability was limited to replacement of that film, only. You could not (successfully) sue them for the cost of the set you burned for the shot, the hundreds of plane tickets purchased to get cast and crew to that location, the millions of dollars you had to pay to get the "stars" back for a re-shoot, etc.

In each case - film manufacturing and lab processing - it makes sense. "But that was the last picture of my grandfather before he died!"  "Well, we can give you a replacement roll of film." It is a harsh reality.

Tom                  Durham Cinematheque

-----Original Message-----
From: frameworks-bounces at jonasmekasfilms.com [mailto:frameworks-bounces at jonasmekasfilms.com] On Behalf Of Steven
Sent: Saturday, August 25, 2012 11:49 AM
To: frameworks at jonasmekasfilms.com
Subject: Re: [Frameworks] PacLab's approach to customer service.

On 8/25/12 12:46 AM, Robert Houllahan wrote:
> It hard to run a film lab. Mistakes get made.
>
When I was in college I read the back of a lab order sheet, it was very interesting.

Essentially once you drop off the film the lab could intentionally destroy your film, open and expose it to lights, etc. etc. and all they would be responsible for was giving you free developing for the amount of film that was destroyed.

The images are irreplaceable, and no value can be put on it. imagine if the Zapruda film had been mis-developed. Try cashing in on the insurance on that one - "Okay, so first we got to get a new president. . ."
It sucks when the film is destroyed, and Pac lab may not be the lab for you, you may not connect with them as you or they wish. Plus we don't know the details of the entire conversation - probably no need to share, we've all had conversations that end similar to yours - I've had film ruined because someone elses film ahead of mine had been spliced badly (by the film maker not the lab) and it sucks, heart breaking, so difficult to continue on and you just want to blame someone else, never use that camera again, blame Kodak, Fuji, even yourself for choosing that path - I still will never forgive the neg cutter who gave me a jump cut despite my explicit order not to - saved me 50 cents a splice, and I'm sure others swore by him, and I could tell you more stories and stories.

Mourn, grieve, find another lab if you can, or if not approach PAC lab, and say you want it professional, and take the emotion out of it, and move forward.

We all feel your pain, and understand the situation, we've had it happen to us, don't let it discourage you.

Best

--
Steven Gladstone
New York Based Filmmaker
917-886-5858
http://www.gladstonefilms.com
http://indiekicker.reelgrok.com/
http://www.blakehousemovie.com
http://www.hellion.gladstonefilms.com

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