A Wedding Tragedy Averted
Percy and Hollis got married on Saturday night in New York. They were really excited to have our Flip cameras in the hands of their friends and family to capture all of the special moments from their day. But if not for the extraordinary efforts of a few strangers all of those memories would have been lost forever.
The Back Story
We shipped the 5 cameras on May 27th through FedEx, which should have been plenty of time to arrive at Percy’s apartment before the wedding. FedEx estimated the delivery date as June 1st. Normally, that would be the last we’d have to do until we received the cameras back. Not for this wedding. We checked the tracking status on Tuesday May 31st and the estimated delivery was pushed back to June 2nd. Still no problem. When we checked on June 2nd the new delivery date was Friday. Not ideal, but still a day before the wedding and it had arrived in New Jersey so it was close.
The recovery begins
We were alerted by FedEx at 2pm (3pm in NY) on Friday June 3rd that the shipment had not been delivered because nobody was home when the driver arrived and they would not leave it at the door of an apartment. Our customer service specialist immediately sprang into action to get the cameras to Percy in time for his wedding.
The first attempt was to contact FedEx. After several conversations over the course of an hour with various levels of management we were told that there was no way to contact the driver (hello this is 2011 not 1973) and since it was shipped ground the next attempt would be on Monday morning. We asked if the driver could leave it at a FedEx Office store for pickup. Could it be left at the FedEx facility for pickup in the morning? Could the driver try a second time and we’d make sure someone was home? No, no, and no. We even asked one supervisor what she would advise her daughter if she was in the situation. When she replied, “I’d tell her she’d get the cameras on Tuesday.” we knew any more efforts with FedEx would only be wasted.
Best Buy fails, saves, fails, and saves
The next effort was to purchase five new cameras from a Best Buy close to Percy and have them ready for pickup. After a quick search we contacted the nearest store and talked with a sales rep. The first question was to find out if they actually had 5 cameras in the store as this was a concern since Cisco stopped making them about a month ago. Yes they had them. Yes they could have Geek Squad charge them. And they could even deliver them. Yes! Of course all of this took quite a bit of time and explanation and was happening in the car as by this time our customer service specialist was on her way to the airport! Everything seemed to be in order. We contacted Percy, explained the situation, apologized for the late delivery, and thought the problem was solved. Then we got a call from the Best Buy agent saying that our corporate credit card had been denied for fraudulent activity. What? We found out that they taken the card info incorrectly. Then, without explanation, the sales rep refused to take the correct numbers or a new credit card. Every time we called back we got the same rep who refused to connect us with a supervisor. By now it was 5pm (6pm NY) and time was running out.
Shemeeka and Kevin to the rescue
Now I was in charge and decided to call another Best Buy. This time we connected with Shemeeka and explained to her the entire story in as condensed a version as possible. Shemeeka was very sympathetic and took real ownership of the situation. She personally went and got 5 cameras and gave them to Geek Squad to start charging even before taking the order info. After about 45 minutes going through the necessary steps (it required two separate orders, one for the charging and delivery) everything finally seemed set. She even promised to have the delivery driver call me after dropping the cameras off at Percy’s.
About 15 minutes later, Shemeeka called us to say that the delivery company informed them that there was a 50/50 chance they’d be able to pick up the cameras because it was so late. Shemeeka said she was saying a prayer for us and wished she could make the delivery herself but she does not have a car. As you can guess, we heard from the delivery company about 30 minutes later. Kevin called and said that no driver was close enough to get to the BestBuy before the store closed.
What now we thought? After all the effort would Percy and Hollis be left without cameras? I quickly explained the story to Kevin and asked if there were any ‘extraordinary’ means that could be employed. He paused for a moment and asked if I could be placed on hold. He came back and said that no drivers were available but he was driving near Percy’s apartment and would personally make the delivery. Wow! He explained that he had been the best man for his best friend and there had been a lot of things that went wrong during the wedding and wanted to help someone else avoid problems. So, he said he’d call the Best Buy and tell them he would be picking up the cameras.
Still not easy
10 minutes later Kevin called back and said Best Buy corporate policy would not allow them to release the order to him because he was not actually a driver for the delivery company. Oh man. Thinking quickly I told him I was going to call Shemeeka and get back to him. I called her and asked if we could simply cancel the delivery and designate Kevin as the person to pickup the order. “Sure”, she said, ” but the store will be closed by time he gets here. Hold on.” After a few minutes she came back and told me she convinced the security guard to hand the cameras to Kevin when he arrived. Alleluia!
A happy ending
Finally, everything was set. Kevin even called after he had the cameras in his hand. Percy and Hollis passed the cameras out on the wedding day and here is what he sent us the next day.
“Thanks man. We had a blast last night and I am pretty sure we got tons of cool stuff on the cameras. I know there was drama with the original order delivery, but I am incredibly pleased with the way you handled it. I can’t wait to see the finished product.”
We can’t wait to see the videos either. In appreciation for his understanding of the situation we are going to include the footage they capture during their honeymoon to Barbados.
Thanks
We are very grateful to Shameeka, Kevin, Percy, and Hollis for working with us to get the Flip cameras for the wedding. It certainly makes one feel good to know how kind people can be even when they don’t know you and just want to help another person.
The moral of this story is that you may not always be able to trust the delivery service, but you can trust us to do whatever it takes!
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[…] our previous post about the wedding tragedy averted, we detailed the events surrounding getting Flip cameras to Percy and Hollis in time for their big […]
As a bride with A LOT on her plate during wedding week, I can honestly say I had no idea all this was going on. I heard mention of camera drama but I had other things to focus on and figured it would work itself out. Holy smokes did you guys (and the kindness of strangers) do just that. The wedding was an absolute dream and on MULTIPLE occasions friends came up to us to say that the cameras were an awesome idea and it was such a fun way to be involved in our day. Thank you Mike, Kevin, Shameeka, and the whole crew at Storymix Media for your dedication to your business and generosity toward total strangers. I will recommend you to everyone and hope for great success in your future!
Wow, we’re really touched! We’re really passionate about helping as many couples as possible get a wedding video (we know the pain of not having one).
I’m so glad it worked out and wasn’t a distraction to you. We can’t wait to get the files and create your perfect video to enjoy forever.
Wonderful story!!! I knew you guys were amazing but this is truly A+++ Customer Service!! Way to go!
Brittany
Beautiful Beyond Dreams, LLC
wow! What a story! That is customer service at it’s BEST! You guys are absolutely top-notch!
Laura
As Hollis’s mom, had I known this was going on I would probably have flipped! Thank you so much for making all this happen
so we can experience the best wedding EVER again and again.
As a pro wedding videographer I cannot understand why people think Flip cameras are a good idea for THE MOST IMPORTANT DAY OF YOUR LIFE. I have read many, many posts from many different companies who do the whole flip camera thing for weddings and I come to the same conclusion… WHY? Why do couples think this is a good idea?
I totally understand budgets. I was on one last August for my wedding but I did not once think about giving my uncle or cousin or best friend the camera to film my wedding. It would have been a disaster. I also talk with a lot of mothers, brides, grooms, etc. who are on tight budgets. But you know most of them find a way to magically increase their video budget once they see our work.
Here is the deal… would you rent point-and-shoot cameras for your family and friends instead of a pro photog? NO. Then why do it for video. ALSO… pro videographers show up when they are contracted to do so. No stress on the family to find cameras.
Paul, I’m sure your work is amazing, but I doubt you offer it for $300. There are many reasons couples love the idea of using Flip cameras for their weddings – even when they’ve already hired a pro such as yourself, I am sure. You are not going to be there the night before at the rehearsal, you won’t be in the limo, you’re not going to be getting video of the best men trashing their car, and you won’t be there for the after hours party. And I don’t think they’ll be taking you on their honeymoon. Plus, do you provide all of the raw footage or just the edited version?
And contrary to what you think, money does not magically drop out of the sky to cover a pro in the budget. That’s why over 70% of couples don’t hire a videographer.
What I would like to know is why do you and so many other pros demean people for choosing a different way to capture their wedding on video? Do you think it’s better that they have nothing? I don’t have a video from my wedding and I sure wish I did. And that is why I created my company… to offer couples the chance to have quality video shot by the people who know them best, their friends and family.
The Flip cams don’t cause stress, they add to the fun especially after a few drinks! Just read the comment from the bride from this story. She absolutely loved having the cameras and our customer service. We’ve had so many touching thank you notes from couples who have been overjoyed with our service so we know we’re on the right track.
We think pro videographers are great and have convinced plenty of people to hire one. I’d suggest not worrying about Flip cams and focusing on your clients. Maybe you could even think out of the box and include Flip cameras as part of some of your packages.
Well said Mike….Paul would be wise to offer Flip cams as part of a package, but more importantly, I attended Percy and Hollis’ wedding and it was hands down the most incredible celebration of family and friends I have ever experienced. I am sure the flip cams will helped capture the memories.
Thanks for the support. We’re so glad everyone had a great time and that the flips added to the fun.
Dearest Mike,
I have actually done a few for $300 and the reason was I had nothing else booked and the couple was up front with their budget. I don’t do them anymore but I have done them.
As for being at the night of the rehearsal, in the limo, etc., none of that makes for a good wedding film. Trust me. Drunk people = bad video. Trashing car = bad video. Raw footage = REALLY bad video. I never give the raw footage. People hire me to tell a story not to capture nonsense.
On the contrary to your contrary money does appear when they see good work. Most couples do not hire a pro because they do not see the value in a pro produced film or they have not see good work. If money was a determiner of all vendors most pro photogs would be out of business.
I am not demeaning people for choosing flip I just don’t see how companies can pass it off as great video and editing… which they do… to people who have budgets for video and then find out about flip companies then decide to go that route only because it’s cheap. I have not read any case of this on your site but I have on my other flip sites.
As for thinking outside the box and adding flip to my packages for say honeymoon and such, I had this idea several years ago when flip first came out, but the thought of putting my name on video shot like that was not a good idea for my brand.
Don’t get me wrong, I totally respect your business sense and yourself, but it’s very frustrating to people in this industry to be undercut by so much and then flip is suppose to be a substitute for a pro.
I guess in the end Mike the type of client we each serve are totally different.
Paul-
I completely agree that there is a difference between a video filmed by a professional with a 5D MK II, exterior microphone options, the latest in 1.4 prime lenses vs. a video filmed on a handheld HD camera that’s been discontinued by Cisco. Plus a good pro will know how to get the right shots to create a story. However, the product we are offering is personal moments for people on a budget. Whatever that budget is, everyone should have video footage of the final walk-through at the ceremony site, dad’s toast at the rehearsal dinner, putting final touches on the last minute details, footage of the whole weekend events… all of this filmed by their friends and family who know them best. If they’re the kind of couple who shoe polish and tie cans to the bumper of the car, then that’s just how they are. Those are all part of the entire wedding story too.
Our brides love having the people closest to them take part in their big day and are always pleased with our results.
-Caitlin
What a fab idea! As a pro video company in the UK I’m not sure Paul has done the industry any favours with his comments. It’s a big market with room for everyone…those that want a pro video will book one and those that don’t…well what a fab idea!
Had I know a full-on debate would ensue over the previous post, I would have said something sooner. While I respect Paul’s opinion, I don’t appreciate the implication that I was an uneducated consumer. I knew that I could not afford the kind of product that would have been a seamless, unobtrusive film of the century. I could BARELY afford a guy with a massive camera standing in the middle of my aisle and shoving his instruments in my guest’s faces. All for a DVD what would sit on our shelf and maybe make an appearance on our anniversary? People don’t hand their family members point and shoot cameras and call it photography because those pictures hang on our walls for the world to see. However, if that’s what they can afford then that’s their decision to make. What I COULD afford was some sort of record of our day and this company provided that. Honestly, my expectations were pretty low. I was worried the sound quality would be poor and watching it would feel like a very merry version of Blair Witch. I watched the samples on the website, was pleasantly surprised and bit the bullet. Having seen only the 3 minute teaser on this follow-up blog: http://storymixweddings.com/2011/06/affordable-wedding-video-central-park-arsenal/ I can say that if those 3 minutes are ALL I get to remember my wedding day then that was $500 well spent. The fact that I get the rest of the footage (plus a little Barbados to boot), unbelievable customer service AND someone to edit it for me is just icing on my wedding cake. Videography as a wedding staple is not going anywhere and I think we all agree that the memories are priceless. My Flip Wedding just makes it happen without the giant pricetag.
I certainly can’t add anything more! Can we hire you for as our spokesperson?
It is very gratifying to know that we’ve helped capture your special day forever in a way that is very touching to you.