DSLRUsers.com

Thought I'd share this little story of excellent customer service with you guys.

I wanted to do an A3 size book of my best pics of the year using http://www.momentopro.com.au I did it all and placed an order for an A3 and two A4 versions of the same book. Things were pretty hectic since I finished it the day of their Christmas cutoff so I didn't check things as well as I should have. I placed my order and then noticed I had two pages out of sequence so that an image that should have flowed across two facing pages was actually either side of the same piece of paper. Panic stations - the book is costing me $190 dollars so I'd want it to be right.

So I deleted everything off their server, fixed it and uploaded the new version. I then emailed them to explain my stupidity and what I'd done to fix it in the hope it was not too late. The next day I was in Sydney at a mini meet and got a call on my mobile from Momento. They'd emailed a reply, but since I hadn't responded were ringing to make sure they got it right since the wrong file would have automatically gone to production when I ordered. We discussed it and they said I'd get the correct file printed.

Last week I received the A4 versions of the book and, you've probably guessed it, the A4 books were the incorrect layout. I rang them, feeling a little guilty since I'd contributed to this mess. I asked if the A3 was done yet and if not could they fix things. They said they'd check and get back to me.

Yesterday I received the A3 and it too was the "wrong" version. Today I received another call from Momento to check which version I'd received. They feared it was the wrong one and I confirmed that. With no urging on my part they apologised and offerred to reprint all three books with the correct version at no additional cost to me. Since I was part of the problem I split the difference and asked only that the A3 be reprinted.

So - I have to say that this is one business I'll be happy to deal with again. Not only is their product high quality, but this level of customer service is something one doesn't see a lot of these days.

Glad to hear that in the end it all worked out well Peter.

I must say that the times that I have dealt with them they have been professional, kind and courteous. Can't really ask for more eh?

I had thought about getting a few books done. Not sure if I looked at momentopro.

What is the cover quality like?

And your link doesn't work. Has an extra "."

Thanks stubbsy for the link. Interesting site and obvious excellent customer service.

will definitely keep them in mind should I require a book such as this.

outstanding customer service

Steve

Stubbsy, pleased it worked well for you

Thats excellent service Stubbys, i have been playing around with an A3 Book with pics from the Fiji trip it looks great, Oneputt is also doing up a book with pics from our trip into the desert, should have some great pics from that trip,only thing is we have missed out on the cutoff date

Thanks for posting this Stubbsy. I was planning to get momento to do a book for me of my 2005 shots.
I haven't sent it in yet because it's still 2005 and I might get some more good shots (we live in hope).

Your experience has certainly demonstrated their professionalism and customer service. I'll be going ahead. BTW, I think your attitude to wearing part of the problem is admirable. It would have been easy (for some) to allow momento to shoulder all the fault.

Cheers, John

greencardigan - Link fixed. The cover is hard and fabric covered pretty much like a real book. You choose from a range of colours and if pro (which we all qualify to join through being members here) then you can also choose things like leather for extra $$$. You can (again at extra cost) have a colour dust jacket of your design as well. You can also emboss some text on the hard cover for $5

JohnD - You will be happy with the quality of their work - they look like a bought one! So far as wearing part of the problem - given I was a contributing factor it just wouldn't be right to do otherwise IMHO

Hey Stubbsy. Mind if I ask how many pages were in your book?

I saw Stubbsy's other Momento book at that minimeet - the quality of the finished book is very impressive. Just like a commercially printed book from a bookstore. But the quality of photos will depend very much on the submitted images.

That is great customer service - but then again, it ought to be, given the (IMHO) high price of the service offered. They don't yet have many competitor do they?!

owen wrote:Hey Stubbsy. Mind if I ask how many pages were in your book?

The book had 52 pages. You pay a flat fee per book plus a price per page. Depending on your sign up level you get varying discounts. Important thing is if you want A3 you need to sign up for pro membership (via http://www.momentopro.com.au rather than http://www.momento.com.au) just say you're a member here. If you have no ABN just put 11 1's then they'll get back with your pricing discount. When I last emailed them they were changing things to avoid the ABN nonsense and you'll just be able to say you are a member of a camera group.

If you want to see what my book looks like, click this link for an online preview

That online book looks great I'll definitely have to get one made.

Cheers,
Owen.

Thanks Owen. And I got the price wrong - the book (A3 size) cost me $190 not $230 (I've edited my original posts to show the correct figure).

ANd before anyone tells me I KNOW there's a typo on one of the pages

I had a quick look through your book Peter and it looks great... Nice to see all the images in one place again...
I might have a go at this myself when I return... I don't find the prices too bad considering I just spent £5.99 for a single 12x8 print here in the UK...

Well done Peter.

I really liked the images in your book, I'm sure that they look much better when you view the book.

I may give these guy a go next year, it's a great idea.

Does anyone else have a online momento book for me to browse ??


I had a brief idea that a DSLRUsers book would be cool, but a logistical nightmare.. with copyright, payments and everything else.. but it would be cool. (Craig flys off with the faeries).

Well done Stubbsy, looks great.

Did you use their software to create it?

How was it to use?

Alpha_7 wrote:Does anyone else have a online momento book for me to browse ??


I had a brief idea that a DSLRUsers book would be cool, but a logistical nightmare.. with copyright, payments and everything else.. but it would be cool. (Craig flys off with the faeries).

What! Wasn't mine good enough for you Craig

stubbsy wrote:

Alpha_7 wrote:Does anyone else have a online momento book for me to browse ??


I had a brief idea that a DSLRUsers book would be cool, but a logistical nightmare.. with copyright, payments and everything else.. but it would be cool. (Craig flys off with the faeries).

What! Wasn't mine good enough for you Craig

On the contray, I want to find out if they all turn out as good as yours...

Did you use their "ACE" system at all, or did you do all the placement and arrangement yourself ?

Craig

Generally I let ACE come up with suggestions - If I didn't like one, I'd get it to redo it. Occasionally thought I did the layout myself.

Alpha_7 wrote:On the contray, I want to find out if they all turn out as good as yours...

Craig, I'll post a link to mine when I do it in the new year.
Cheers, John

stubbsy, I am about to submit my first momento album. Thanks for the link. Does it matter that all my files are in adobe RGB? Is that their preferred format? I cant find the info on their website.

Thanks

Peter
They have copies of your book for sale???? Or you have copies of your book for sale?

Quality photos in a quality book Peter. Sounds as though the service matches
cheers
marco

nito wrote:stubbsy, I am about to submit my first momento album. Thanks for the link. Does it matter that all my files are in adobe RGB? Is that their preferred format? I cant find the info on their website.

Nito - I used adobe RGB for all my images - they support ICC profiles in the data so you should have no problems. My colours were spot on.

Matt. K wrote:Peter
They have copies of your book for sale???? Or you have copies of your book for sale?

Matt - me selling NOT them - wanna buy? I'll even autograph one for you

Thanks stubbsy for the info.

Just finished my honeymoon book full of NZ shots. But I couldnt submit it last night.

It might be related to the fact that they are closed for the christmas break.

I'm struggling with their site, it logs me in and then lands me back at the login page again when I try to access any services. Anyone else have that problem?

Mark that has been happening for a while. I don't think that their site can handle the traffic.

Great write up Peter. Nice to hear that you didn't take advantage of them

Great stuff Peter. Your book has come up a treat.

Got me thinking now

Peter,
Looking at your book has inspired me to do something similar. Only problem is, I just scanned through my photo collection and I would struggle to get 15 shots that I am happy to put my name to. I need to get out more.

elffinarts wrote:I'm struggling with their site, it logs me in and then lands me back at the login page again when I try to access any services. Anyone else have that problem?

elffinarts, the site doesnt like firefox even when you accept cookies. It works well for internet explorer but no upload link anywere. I cant place my birthday suprise. I suspect they removed it because they are on holidays now.

Peter, the book looks great. In fact, the two page spread is ideal for panos too. I like your format too.

Thanks all for the comments on my book. I'll have an A3 version at the next mini meet I attend (28/1 if there is one, otherwise the first one in Feb 06)

Thanks for the link ... youv'e got a great book there and has inspired me to produce a book with my WA images in it ...

Stubbsy, have you tried a two page pano with momento?

On their website it asks for a 10 mm overlap, but I'm not sure where that is represented in the layout mode. IMHO the instructions are hopeless.

If you assume the safe area is the 10 mm then after upload the pano is totally off.

Any personal tips?

nito wrote:Stubbsy, have you tried a two page pano with momento?

On their website it asks for a 10 mm overlap, but I'm not sure where that is represented in the layout mode. IMHO the instructions are hopeless.

If you assume the safe area is the 10 mm then after upload the pano is totally off.

Any personal tips?

do the prints yourself and send them out for binding at officeworks........

does office works offer hard cover binding?

nito wrote:does office works offer hard cover binding?

but a book binder will........ yellow pages is a good place to start.......

cheapest book bind place is "all books bindary" at ryde at 25 bucks. The competitors are upwards of 40 bucks per edition.

I have tried to upload a book on several occasions over the last couple of days but it appears their server is dropping out before the transfer is complete. When you start again it recommences at 0%.

Has anyone other than Stubbsy sucessfully completed an upload?

I tried at 9.30pm and 5.30 am so I don't imagine traffic was a problem at both of these times.

I emailed the company yesterday about it but they are yet to respond.

Spooky, the upload system does work. I've had a 1 in two success rate.

How big is your master file?

I just recently uploaded a book for printing, hopefully no glitches as it's for a client

I had a few dropouts during the day as well Spooky, but just left it until the evening around 6:30pm to re-upload. Worked fine then. The master file was around 21Mb.

I've sent a 65 MB master file recently with two tries.

nito wrote:Stubbsy, have you tried a two page pano with momento?

On their website it asks for a 10 mm overlap, but I'm not sure where that is represented in the layout mode. IMHO the instructions are hopeless.

If you assume the safe area is the 10 mm then after upload the pano is totally off.

Any personal tips?

Gee this got active suddenly. Yes I've done a two page pano (in fact there are 2 in my A3 book). It's covered in their tips section here under Double page panoramas.

I've had problems with uploads too. It won't work reliably from Firefox. You MUST use IE You can also post it to them on a CD

stubbsy wrote:Gee this got active suddenly. Yes I've done a two page pano (in fact there are 2 in my A3 book). It's covered in their tips section here under Double page panoramas.

I've had problems with uploads too. It won't work reliably from Firefox. You MUST use IE You can also post it to them on a CD

The reason why I am asking is that the preview after the upload shows misalignment when you overlap the image at the "safe area".

How does it turn out in the final book?

nito wrote:

stubbsy wrote:Gee this got active suddenly. Yes I've done a two page pano (in fact there are 2 in my A3 book). It's covered in their tips section here under Double page panoramas.

I've had problems with uploads too. It won't work reliably from Firefox. You MUST use IE You can also post it to them on a CD

The reason why I am asking is that the preview after the upload shows misalignment when you overlap the image at the "safe area".

How does it turn out in the final book?

Do you mean misaligned vertically or the overlap doesn't look right

Well I have tried 7 uploads now and all have failed. 35mb file. Got one to about 90%, the others never got that far.

Brett

That's lousy and a big test of patience. Are you using internet explorer?