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#1 2003-01-27 1:04 pm

angry_at_apple
Member
Registered: 2003-01-27
Posts: 2

iPhoto Book Service + Customer Service = TERRIBLE Service

A WARNING to anyone out there considering use of the iPhoto book printing service...

Have you been to an Apple Store lately?  Have you seen the beautiful, linen-bound books they have on display that were "created" by simply clicking a few buttons in iPhoto?  Or maybe you've seen their samples on line.  Each photo is rich in color, perfect in contrast and beautiful in detail.  BEWARE!!!  This service is the biggest rip off perpetrated on us poor Mac lovers since Apple started charging us for technical support.

I have an iMac DV / 500 running OS 10.1.5 and iPhoto 1.1.1.  I recently bought a Canon Digital ELPH S200 at the local Apple Store to ensure compatibility.  I was thrilled with iPhoto from the moment I first saw it and I couldn't wait to use the book creation service.  I eagerly laid out the photos from my recent vacation and -- boom! -- instantly zapped my photos into the expert hands at Apple for printing.  A few extra pages upped the price to $58.86 including shipping and tax, but I figured it was a small price to pay for a beautiful book like the one I saw in the Apple Store.

I'm sure you can tell where this story is going by now... When I received my book about 10 days later, I was horribly disappointed.  Granted, the photos I sent in for printing were taken at medium resolution, so I expected some loss of detail, but what I got back was just plain ugly.  The greens and reds in each picture had a ghoulish fluorescence.  The contrast was so skewed that in one photo, my daughter's face was nearly washed out. 

This was not the quality I had come to expect from Apple.  Heck, the printouts of those photos on my Epson C42UX were far superior.  So I did what any Apple lover would do.  I called the iPhoto customer service number to tell them of my dissatisfaction.  If I was dissatisfied with their product, surely they would rectify the situation... WRONG!  Not only did the curt customer service guy who answered my call emphatically state that, according to the Terms and Conditions that I agreed to upon ordering Apple does not take returns due to customer dissatisfaction (what?!), and then, right while I was on the phone he looked up my "original files" and then sanctimoniously told me that his monitor was "configured for true-to-photo colors" and that the reds and greens were indeed fluorescent and that the contrast was indeed all out of whack.  Now thoroughly steamed, I told him that if I had money and/or desire to purchase a monitor and professional software that ensure "true-to-photo colors", I wouldn't be using his (obviously) amateur survice to begin with.  His response:  "Sir, are there any other *questions* I can answer for you today?"  Again, I tried to voice my dissatisfaction.  He cut me off with a "thank you for calling Apple".

I called right back.  This time, after reminding me that a less abrasive woman admitted that the photo files sent from iPhoto to Apple's servers are converted to .PDF files, so sometimes there can be some quality loss in the process.  "The iPhoto book service was not a 'professional' service," she reminded me.  Yeah.  Obviously not. 

I was really disappointed -- mostly in myself.  Since purchasing my first Color Classic ten years ago, I was hooked on the tribe of Mac users.  I used a superior, underground computer!  I was independent from the Wintel empire.  In short, I thought different!   I thought I was too old to be taken in by slick marketing.  But now, it's sadly clear to me that Apple Computer is just another cold corporate entity with no more empathy for its consumers than McDonalds or -- ghasp -- Microsoft.   The customer service people did not offer an apology, did not offer a refund, did not offer anything to rectify the situation or even thank me for using their products.... So you can keep your $58.86 Apple.  But you've lost me as a blind evangelist for your products.     

I don't think it should be wrong that when we spend more for so-called superior products, Apple should provide superior customer service.  If anyone else out there is as dissatisfied as I am, please add a post to this forum.    Maybe there's someone in Cupertino who actually cares what we think.

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#2 2003-01-27 1:33 pm

helix7
Member
From: Dirty Jersey
Registered: 2001-04-29
Posts: 963

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

I've never used Apple's photo book service, nor do I intend to. I've picked up the hobby of making my own photo books like this one. But I'm a professional designer, and I have a pretty good idea of what I'm doing, particularly in terms of preparing digital photos for print. I also know that there is a world of difference between what you see on a screen and what you get in print... you can even see huge differences in color hue and contrast between various printers. What you saw on your Epson obviously was very different than what came out of the printer at Apple. There are also going to be variances depending on what type of camera is used, if someone uses something like Photoshop to do color correction, adjustments, etc., and of course what the settings on the monitor are. There are so many variables involved in getting just the right print that I'm amazed Apple would even offer such a service. The percentages of people who are actually pleased with their photo books can't be all that good. Add in whatever process Apple does to the photos (conversion to pdf or whatever else they do) and you're looking at a recipe for printing disaster.

I know this probably doesn't help you much, but I can certainly see how it is easy for Apple to produce a book that the buyer is unhappy with. There is just too much that can go wrong in a process like this.

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#3 2003-01-27 1:36 pm

helix7
Member
From: Dirty Jersey
Registered: 2001-04-29
Posts: 963

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

But in defense of Apple, they're still great company and I hope you don't jump to (dare I say) Windows or something crazy like that based on one bad experience. smile

And you gotta give them a little credit for at least offering a service like this. I don't know any other computer manufacturer doing anything similar (despite the fact that I still think it's risky to offer any sort of book printing service like this).

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#4 2003-01-27 1:54 pm

2BlkCt
Member
Registered: 2003-01-24
Posts: 2

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

Why not take it to the same Apple store you saw the Photo book you loved so much and have them convert your photos to .PDF format.

Then check to see that everything looks good (they should have correctly calabrated monitors).  Then if your final results are not good you can go back to the store with some recoarse.

Personally I think that the store would be more than willing to help you, since this is one of the features that they use to sell computers, and it should be good advertising to all the other customers around you.

I know that my monitor is not perfectly calabrated, but I don't need it to be.  However if I was to print a book out, I would definatly make sure that the colors I see are the same as the ones I will get in the final.

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#5 2003-01-27 1:55 pm

MacManMeff
Member
From: Chicagoland
Registered: 2001-03-22
Posts: 325

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

I have used the iPhoto Book service a couple of times and have been quite pleased with the results so far.  big_smile

But I can certainly agree that offering a service like this can be risky for customer satisfaction.  Thankfully I have never had a bad customer service experience with Apple such as the one angry_at_apple had.

But you shouldn't let a 'bad apple' or two (please excuse the pun) roll ruin your Mac experience.  Bad employees are everywhere.


"I'm your Huckleberry..."
PowerMac G5   
1.6 GHz           
1.25GB RAM

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#6 2003-01-27 4:14 pm

danwolf
Member
From: about 3 feet away
Registered: 2002-01-16
Posts: 273

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

The sample books were ful of beautiful models in fashonable clothing. All my friends are fat and ugly and wear toughskins jeans. And my iPhoto book looks bad because of it.

Seriously though, I think Apple should have given some suggestions how to get the best color from his computer screen to their book. If they convert them from .jpg to pdf then Angry At Apple should be able to see the color cast by doing the conversion himself. If I don't do any color correction on my digital camera my printer puts it out very similar my camera monitor.

If you give a neg to a photo lab and you don't like the color of the print, they reprint it at no extra charge. Part of their cost is built in to do some reprints.


"You have the right to free speech. As long as, you're not dumb enough to actually try it." -Know Your Rights -The Clash

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#7 2003-01-27 5:08 pm

MadMan 459
Missing Inaction
Royal Wombat
From: St Paul, Minnesota
Registered: 2000-01-17
Posts: 7973

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

I didn't know Apple was in the photo biz... I thought they had an arrangement with Kodak to handle prints and books ordered through iPhoto. neutral

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#8 2003-01-27 6:44 pm

FXWizard
Member
From: Port Moody, BC, Canada
Registered: 2000-01-19
Posts: 2773
Website

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

I know angry_at_apple is upset, but I don't think we need two posts in two different areas on the same subject...

You can see my reply in a_a_a's other thread.


We can only give you what we think you said you thought you wanted...

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#9 2003-01-27 6:52 pm

pottymouth
Uncreative
Moderator
From: JP, MA
Registered: 2002-02-06
Posts: 17411
Website

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

How bout showing us some of the pics, Angry? I can't really figure out who's at fault without seeing the source.

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#10 2003-01-27 6:55 pm

frankly
Greetings Citizens!
Registered: 2000-09-16
Posts: 5103

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

I'm sorry but this is your own fault. I've ordered pictures via iPhoto and I can say without a doubt that they are the best photos I have ever had printed. They are beautiful.

Of course, I'm smart enough to take them at my camera's full resolution.

How large did you get the pictures printed? Were there any on the full page? Did you get the resolution warning on any of them? You started out with a 2megapixel camera and then decided to use medium resolution??? I wouldn't use medium resolution on a 2megapixel camera for anything more than displaying on a computer screen.

Later, Frank


xkcd: Listen to Yourself

There are only 10 types of people in the world: those who understand binary and those who don't.

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#11 2003-01-29 11:01 am

mikemtb40
Member
From: Fredericksburg Va
Registered: 2002-10-29
Posts: 149
Website

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

I was overly pleased with the results I got from using the Service.   They Delivered a Beautiful 16x20 B&W inlargement from a 3.3 MP Camera.

Info Canon D30 JPEG Large
Inported to ibook 800 using iphoto
Export to Tiff
Edited and Cropped to 16x20 in Photoshop Elements II
Saved to JPEG Level 12
Sent to iphoto service via iphoto software.
big_smile

Now time to see how good a 20x30 will look tongue

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#12 2003-01-29 12:27 pm

Big Jim
Member
From: Avon,Ct. USA
Registered: 2000-06-26
Posts: 555

Re: iPhoto Book Service + Customer Service = TERRIBLE Service

lol I had no problems with my first book and my color pics that I had Kodak print for me with thier service through Apple were great. My 2nd book had a few resolution problems and file incompatibities so Apple didn't print or charge me. I think the service is great and you should check your pictures before you send if there is a yellow triangle with a exclaimation mark in it it means poor quality of some sort or other. I must admit though all of my Photo's were scanned in then retouched and made ready with Photoshop. To keep the record straight I didn't check the file formats of some of the pictures in my 2nd book and there is where they were not compatible. You might try Graphic converter to see what your pictures really look like and professional services would either print your pictures with the same poor results or tell you that your color calibration was off. Another thing is that I use plenty of Black and white shots and I think a couple were in doutone and Apple cannot print doutones throu quadtones. wink


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look no more. It's Mister Ed and he is saying "Willlllbur"!
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