8mm Forum: REEL ... Customer service from Classic Home Cinema

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Posted by David Hardy (Member # 4628) on April 12, 2018, 03:28 AM:

I am giving a BIG BIG BIG THANK YOU to Phil and Denise of CHC for my FREE 16mm PRINT valued at £ 50.00 due to a couple of other 16mm prints being faulty.

I was also allowed to keep the said faulty 16mm prints.

Now thats what i call REEL CUSTOMER SERVICE !
[Big Grin]

[ April 12, 2018, 04:41 AM: Message edited by: David Hardy ]

Posted by Robert Crewdson (Member # 3790) on April 12, 2018, 06:11 AM:

If he'd checked the prints first he would have known they were faulty. I know Phil has done this before with someone, given a refund, and said 'Keep the print', because there were so many scenes missing, that it would have been unsaleable.

Posted by David Hardy (Member # 4628) on April 12, 2018, 08:00 AM:

Robert i dont know of any film dealer who has the time to check each and every print they sell. I have had problem prints from ALL film dealers in the past. That includes Derann, Paul Foster, Independent 8 , Perrys Movies , etc.

I can tell you now i have had some real "beauts" that were claimed to have been Excellent , Very Good or Good condition.

Ask them they will confirm this. [Wink]

Posted by David Guest (Member # 2791) on April 12, 2018, 10:15 AM:

i always try to screen my films first if not I describe them as they are. I also have a guy that screens films for me I always refund if not happy or sort something out . its very hard to screen all the films especially if you have as many as me.anyone who wants to pick up 50 titles to screen for me they are welcome to do so it will save me a lot of time

Posted by Robert Crewdson (Member # 3790) on April 12, 2018, 10:36 AM:

It goes back to what I said in an earlier post, that we are buying in the dark.

Posted by Dave Groves (Member # 4685) on April 12, 2018, 10:49 AM:

We'd all like to think that every inch of what is being sold has been checked, but the very nature of the beast tells me this is impossible. Probably the most we can hope for is that overall, the film is in as good a condition as possible. I check films for a collection every week and find, after a while, that it is easy to miss things. Our guarantee is the integrity of the seller who, hopefully will allow returns if we are dissatisfied. However, what will please one will disappoint another. I'm just grateful that I've been well served in the past.

Posted by Osi Osgood (Member # 424) on April 12, 2018, 11:06 AM:

Dave Groves has a good point ...

I bought a print from a professional seller that i have always and always will trust, as he is a trustworthy fellow. One film I bought from him, in the last minute of the film had a major lab defect show up in it and I'm sure that if he seen the print all the way thru, he would have let me know that, and refunded part of the money back.

So, yeah, I'm betting that in most cases, if the first few minutes of a reel are in good shape, as a general rule, the rest will be in good shape and rarely does the seller get bit in the arse by a print not being what it is listed at ...

after all, as a general rule, they wouldn't be in business too long if they screwed everybody in sight? [Smile]

Posted by David Hardy (Member # 4628) on April 12, 2018, 11:32 AM:

Yes guys buying films has always been a risky affair.
Whether the print is brand spanking new or used.
I have also bought many faulty new prints and was something of a dealers nightmare at one time.

Robert not only do we buy films in the dark but we also project and can only really see them properly in the dark. [Smile]

I still stand by what i said about CHC customer service !

Posted by Robert Crewdson (Member # 3790) on April 13, 2018, 03:48 AM:

i think a seller should notice heavy emulsion scratches, and missing perforations , so the film jumps the loop. This is what I had from Steve Wellings, and when I contacted him about the damage as the film was not cheap, he said he never noticed.

You are only singing the praises of CHC because you had a free gift, had you lost out on £17 postage then paid to return the film at your expense, it would be a different story.

Posted by Mark Mander (Member # 340) on April 13, 2018, 04:32 AM:

Nice to hear something nice about CHC,Maybe the start of customer care for a change as many complain about their people skills,Maybe David's the only customer now?? Mark

Posted by Bill Phelps (Member # 1431) on April 13, 2018, 06:24 AM:

I've never had any problems from them.

Posted by Mark Mander (Member # 340) on April 13, 2018, 07:50 AM:

Your lucky then Bill,my own experience from them hasn't been smooth as your made to feel it's your fault when things are sent not as described,I was told just today that a collector got a description of a film that they were interested in,description was very good colour and condition,when it arrived it had fade and scratches,when the collector rang to complain,He was asked why did you buy it?? Says it All,its the hassle and disappointment that gets me of sending something back,Mark.

Posted by Bill Phelps (Member # 1431) on April 13, 2018, 04:01 PM:

I'm sorry to hear things did not go well with you and your friend. I have had few direct dealings with CHC but they all have been good. Most of my dealings with them have been through Steve O at the Reel Image (like my magazine sub) I respect the fact that not all films can be inspected front to back but if one is faulty there should be some compensation for the buyer or return policy. [Smile]

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