Paper Moon Productions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Andrew did not offer a refund as requested. Andrew selectively included and twisted information within his response to meet his own needs. The overall problem is not with the editing of my wedding video. The problems are things that cannot be fixed with editing...they were either never filmed or where filmed poorly. The video I received was not of professional quality. Andrew fired Darren, the vidographer who shot my wedding. Andrew doesn't want Darren to represent his company anymore because of his work shooting my wedding. It is ridiculous to expect me to pay for a video shot by a videographer who was fired by the company. I shouldn't be expected to pay for a video that is blurry, out of focus, and that was not filming what was happening during parts of my ceremony. 
Regards,
[redacted]

Paper Moon Productions is a video production company that offers a wide range of video services. One of those services is wedding videography and the creation of wedding videos. With 7 years in business we have NEVER received a complaint about our wedding services... until now. This leads me to...

believe that the issue doesn't lie with the product or service, but rather the individual client. I have attached a PDF of email communications where the client states “I don't mean to discredit the footage in it's entirety, what was done well was done VERY well.” Her later emails state issues with the ceremony segment of the video. Please note that our wedding clients receive over 2 hours of footage for the final product. This particular client received 2hours 35 minutes and 54 seconds of her wedding day footage, both in un-edited and edited form, on DVD and HD files. Her issues with the original ceremony segment were that the “sign of peace” and “communion” portions of the ceremony weren't included with the original edit. This is commonly done with all our edits to save file and disc space on the final product. These portions of the ceremony are not as important to every other couple as it is with this client. She also complained that the 20 seconds of her maid of honor helping fix the dress after she sat down in the bridal chair had been edited out as well. I apologized for this otherwise common edit and sent her a re-edit of the ceremony on Flashdrive (free of charge, normally a monetary upgrade) that includes her maid of honor making sure her dress hung perfect while she sat in the bridal chair. The re-edit also included the sign of peace and communion during mass. Once she received this Flashdrive, I continued to get emails from her complaining about other aspects of the video that she had previously stated were “done very well”. This behavior and her comments quickly lead me to believe I was dealing with a bride that every wedding vendor dreads dealing with. There's a stereotype of a bride that is never happy with any product or service of her big day. I have concluded that this client fits into that stereotype of bride. As with every client, this couple both signed a standard video contract upon booking PMP. Paragraph 2 on Page 2 of that contract discusses “Production and Editorial Control” and states the following: “The Client has retained PMP as the exclusive professional videographer to cover the event. The Client grants PMP full production and editorial control regarding all aspects of production and post production. Since each video production produced by PMP is unique and will be given its own creative energies, PMP makes no guarantees either expressed or implied in regard to aesthetic qualities of the completed video production. In the event that a particular segment of the event is not recorded, partially recorded, or recorded but not included in the Edit Master, it is at the sole discretion of PMP, as the exclusive producer of the event. PMP will make changes to the Edit Master requested by the Client at no charge for the first hour of editing time expended as long as the Client informs PMP within 1 week of receipt of the final video. After the first hour, additional editing time will be billed to the Client in half hour increments at the current billing rate.” Although it was within PMP's legal rights to deny change requests or even charge for the requests, we did not do so. We continued to communicate and “tweak” the clients video hoping to reach a resolution, but it only lead to more complaints and insults. The client has requested a refund which is completely unwarranted. The client hired PMP and paid PMP to film and create a wedding video. We have done everything we were contracted to do and more! Therefore, we will not be issuing a refund or partial refund of any kind. I encourage anyone willing to verify the quality of this clients wedding video to contact me and request a copy. I am proud to share their wedding video with others as it is a good representation of our product and service. Highlights of their wedding day can be viewed here online: [redacted] I would like to encourage anyone considering hiring PMP for their video projects or events to research our reviews, products and services. We take pride in our work and continue to love creating videos!