MPIX.Com - Awesome customer service.
Posted by Jeremy on 30th April 2008
I’ve been testing out the different places that print photos. The most recent one was MPIX.com
What’s MPIX? From their “about us” section:
Mpix… The professional online digital imaging lab for both the professional photographer and the advanced amateur.
Mpix is a division of Miller’s Professional Imaging. Miller’s was founded in 1939, and is the largest professional photography lab in the United States. The company has production facilities in Pittsburg, Kansas and Columbia, Missouri.
The swift evolution of the digital photographic industry prompted Miller’s to respond to changes in the marketplace with Mpix.com…a high quality online lab for all photographers.
With Mpix, a photographer is able to upload images to a secured website, store and share images in albums, and order professional prints, professional finishing services, and specialty products.
I’ve known about them for years, and have had an account there for almost that long - but I’ve never actually developed anything there, until recently.
I had submitted my work to the Black Dog months ago and had essentially forgotten about it. As such, I forgot to get the pieces I submitted printed. Imagine my surprise when I got a big “Congratulations!” email a couple of weeks ago. Opps, now I need to actually print this thing.
I’d always envisioned it to be a larger piece, 20″x30″ or so. So I decided to give MPIX a shot. I uploaded the photo, chose a 20″x30″ print, lustre coating1 ,double matted and framed. All together it came to $80. Overnight shipping via FedEx was a very reasonable $9.75, so I opted for that as well - had it sent to my office. This was about 11am.
That night I received an email saying my package had shipped, and to expect it the next day. I eagerly awaited the email from the shipping department at work (God knows, don’t you dare show up until you get that email!) and hurry over to the other tower and pick it up, all aflutter. Get back to my cube, open it up - it’s stunning. They did such a superb job on the printing2 - blacks were very black, subtle colors shone through and the tiny nuances I was attempting to capture came through loud and clear. All in all it was about as excellent as I could have hoped for - except I didn’t seem to get a frame.
So at 12:36pm I sent a quick email to customer service saying that “Hey, looks like you guys forgot to include a frame - can you just send it along, or how can we take care of this?”
At 12:46pm - only 11 minutes after I send out my email, I received this response:
Jeremy,
I apologize for this. I will have the order reprinted, framed, and shipped out to you ASAP. Thank you!
And damn it all, if they didn’t come through. An entirely reprinted, rematted photograph - this time with frame - arrived at my door the next day. They went above and beyond the call of duty to help resolve this issue, and I couldn’t be happier. Instead of just sending a $30 frame, which I would have been happy to get - they went above and beyond and ate $90 to send it all out to me again. Needless to say, they now have a customer for life. Thanks again mpix, and now I’m spreading the news!
Footnotes listed in the above post:- Lustre Coating, according to the site, is an environmentally friendly, non-flammable coating which protects against UV light, finger prints and dust. Please note: Our lustre coating is not visible. It does not change the look of the image in any way. [↩]
- They use Kodak’s professional Endura surface paper printer via laser photo printers which print using visible light laser to expose silver halide photographic media [↩]
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The 2008
Well another
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