I've been following this thread with great interest as we've also experienced issues with Shutters - today a 'response' from the Image Group has finally pushed me over the edge and I need to vent!!!
Hopefully you guys will avoid the same grief.
My family and I (group of 11) were on the 1-8 Sept Western Fantasy, we had 4 staterooms. To prevent confusion, I handed over my KTTW card for every photo.
We chose photos on the last night of the cruise due to the sheer volume we had accummulated.
Firstly we were mislead by the printed price list leaflet, there was no asterisk by the 20 digital photos CD package that stated stateroom restrictions. After speaking to the 'leader', he decided he'd had enough of us, told us that he was just employed by Disney and if we had an issue we must speak with Guest Services. We marched to Guest Services who informed us that Shutters was run by an independent company (The Image Group) and that there was nothing they could do. Fair enough.
What annoyed us was that the 'leader' had sent us to Guest Services knowing that it was futile and that they were ran by an independent company. From the start he should just have explained to us that Shutters was not ran by Disney so all their policies were out of their hands.
OK, irritating, but we wanted the photos so we chose 20 prints for $249.95 so that we could get over the stateroom restriction. I picked the photos up on the morning of debarkation - which was pandemonium. The staff member counted out the corners of '20' photos for me and I was whisked on my way.
After we get off, we realise we only have 19 photos - 1 photo is missing and another was duplicated, so we had 2 photos missing.
Once I'm back in the UK,
DCL refer me to The Image Group. I send them an email and hear nothing. I call them up and speak to a human who asks me to email him the problems and reference photos. A week passes, nothing - no acknowledgment. I email again asking if my issue is being seen to, no response.
Then I submit a ticket through online support to make sure my email's being seen to, and today I finally get a response. It tells me what I should do if I want to order prints from them.
Suffice to say that the 'customer service' I've been subjected to thus far by this company has put me off from buying anything from them ever again.
This was my family's first
Disney cruise. Whilst we loved the cruise itself, this photo chasing has really spoilt the afterglow of the cruise for us and we're really disappointed that Disney would contract such an irresponsible company. They also operate on all major cruise lines too - great.
LESSONS:
1) Do not try to complain about anything Shutters related to Guest Services, they only send you back up there with their apologies - waste of time.
2) Check, check and re-check all your photos individually and do not let them rush you - my biggest mistake.
3) Buyer beware. Do not expect Disney standards of customer service. The guy I spoke to on the phone very curt, bordering on rude, telling me that when people disembark, the assumption is that they have their correct photos, it is not the responsibility of their company for any mistakes we don't find straight away.
Rant over. I'll be back if I hear anything positive about solving our problem.
I wish everyone else better luck in their Shutters purchases and dealing with them!
And I thought Photopass was expensive...I see myself asking numerous CMS to take pictures..and random strangers, as well.
