DSCL - Shocking Advice and CS and Quality

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CraigF

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Ok, first off this is not a DSCL bashing rant, i have used them for years and always been delighted with the quality and service.

3 or 4 weeks ago i received an order back which had feet and such chopped off and i was like "What the hell happened here?" Called Dscl and the guy i spoke to said it was because i hadnt chosen shrink to fit. (just as a side note here i always leave plenty room all round the subject for creative cropping within DSCL's Kiosk).
I thought the shrink to fit advice was strange as that might lead to white bands and questioned if i shouldnt just stick to my trim to fit. Was again advised by email this time to use shrink to fit.
Ok, that what i will do if thats what you want.

So away i went and uploaded around 90 pictures to be printed at 10 x 8, and a few other pano images etc..

I received them today and i am horrified.

Some are perfect, majority have white bands of varying sizes at the top and bottom.
I gives DSCL a call and what i got was excuse after excuse after excuse as to how it was all my fault and nothing to do with them.

Ok, so explain how some are perfect yet others are not?
Again i got treated like an idiot by them and got the resolution, size, etc,, was all wrong.

Ok,,So explain how 2 exact same pictures (1 b & w and 1 colour) are in the situation where 1 is perfect and the other has white bands?
Ahh, ermm...Let me pull those files up.
Oh this is taking ages to get these files off, blah, blah cue 15 minutes and i asked him if he just wanted to call me back. (This i think was a major mistake as i only gave him time to come up with more excuses).

Calls me back and you couldnt bloody well make this up.
We had a look and they are both different sizes.
I can assure you they are not.
Well the files we received are and there is nothing we can do about this.

So let me recap, my order has been totaly screwed up you are basically saying that its nothing to do with you or the advice you gave me even though i have this on an email and thats that. £80 down the bloody drain?

Yeh thats correct sir, i realize its frustrating but theres nothing we can do about it.
 
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Thats awfull customer service . Not even willing to help you resolve the issue , mmm I may now think twice about using them .
 
To be honest, i had a similar issue.....

Sent prints off, and some of the heads came back chopped off.....Never had issues before, with resizing, etc etc......But they blamed me, and said that i should have chopped down the size of the picture etc etc.....

I thought it was just me, but after reading this, seems to be a very similar issue, and they said there was nothing that could be done, apart from resizing and printing again, at my cost!

Might try elsewhere next time.....
 
mattyh said:
Out of interest, was this their pro service, where they don't do any colour correction/cropping or anything, or the other service?

Only ask because I always use the pro service, size my prints to suit and I've never had any problems with cropping or resize problems?
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It was the pro service m8. Using the same workflow as the past 4 years.
Been on the phone all day and its still all my fault.
However...See if anyone can explain this to me.

2 x 2 pics are sent. 1 black and white and 1 colour of each.

Now set A comes back and 1 is perfect and the other has White Banding.
DSCL Lab Manager says its to do with resolutions etc even though both are the same and if not perfectly sized the Printer may print them out different.

Set B under the exact same conditions as set A come back with an exact white banding on both.

My question to the Lab Manager was how was this possible?

Basically what he has said is this..
Although i have used the exact same method for the past 4 years using their crop tool in thier software to get the "creative" look i want they cannot guarantee it will provide consistent results unless i follow the instructions on the website 100% and dont use the crop tool.

Ive had a friend look into this and he has come up what he thinks is the reason.

It seems that the cropping tool in their new Kiosk was not actually a part of the original software and someone has done a **** poor job of adding one.
 
I had some 10x8s back from there which were wrongly cropped, sent an email query but heard nothing - reading this I'm glad I didn't follow up with a phone call! Never used them since.
 
Oh dear, I was about to come and defend them after getting my first order back last week on the Fuji Pearl paper but I see you've used them often.

Does anyone know of the actual overall boss of DSCL that you can write to, enclosing your customer number to show your previous usage history? The fact you had 2 identical prints with the exception of colour vs B&W is worrying, particularly his excuses. I would, at least, expect my money back on the faulty prints but the should give you a money off voucher as a sweetener.

I have 5 A3 prints to pick up from post office tomorrow from them, I really hope they are ok.
 
Well I must say that I have never had a problem with them, although I resize etc. in Photoshop before uploading, I also cut and paste my re-sized image onto the next size up paper so that I always have a white border, to which I cut my mounts to fit.
 
In that case, it's pretty inexcusable IMO - Although I would suggest that you crop before sending, as it sounds as that is the issue (even if you don't use DSCL again), which should stop it occuring again.

I think that DSCL should be reprinting these FOC, as it does sound like their balls up, rather than yours.
 
Flip side, they have done thousands (and I mean thousands) for me and never had a problem. I understand your ire though Craig, seems very odd indeed and I really cannot see how it is your fault.

Perhaps try sending a few of the same pics elsewhere and see if the same problems occur?
 
Julie1979 said:
Oh dear, I was about to come and defend them after getting my first order back last week on the Fuji Pearl paper but I see you've used them often.

Does anyone know of the actual overall boss of DSCL that you can write to, enclosing your customer number to show your previous usage history?
Click to expand...

Website is registered to this address:

Pink Road
Lacey Green
Princes Risborough
HP27 0PQ
United Kingdom
 
fracster said:
Flip side, they have done thousands (and I mean thousands) for me and never had a problem. I understand your ire though Craig, seems very odd indeed and I really cannot see how it is your fault.

Perhaps try sending a few of the same pics elsewhere and see if the same problems occur?
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It is really weird m8. I was really annoyed when i got them back.
Also another thing i noticed was there was a number of "cut off" bits of photo paper in the order, and there is a number of the prints with the white banding where the banding is a nicotine colour. (no explanation offered).
In all honesty i am beginning to wonder if this was a botched job (they dont get any complaints though from the 30,000 pro photographers that use them every month) and instead of them being binned they have been mistakenly put in the order.
The thing is i could accept this being my fault if they were all the same but they are not.
I ordered about 10 prints of David Hayman the actor and they are all perfect even though i used the exact same process as the other 80.
Also the white banding is not only at the top and bottom there is a few where it is at the sides which makes even less sense to me.
 
I've used their pro service for umpteen different orders over the years and I've always been delighted with the results.

Can you post pics of how the prints differ?
 
scottthehat said:
just updated my software(wish i had not) now you have to use shrink to fit or trim to size which you did not have to before this is in pro mode(is not right)
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In all honesty m8 the new software has thrown me also. Trim to fit is the "makes sense" approach and i used that first, however my pics came back all chopped to buggery.
I got an email reply saying to use the Shrink to fit.

I use shrink to fit and i end up with the majority having white bands.
Im beginning to think their new software is really poor.

Still waiting on the call from their Owner and the Kiosk designer, i was assured they would both call me today.
 
watching with interest. I sue DCSL for allmy stuff, normally been very happy but hearing of such awful customer service after THEY changed the software is putting me off.

Perhaps they should be pointed to this thread.

Would cropping the image yourself to the size you wanted it have resolved the problem?
 
Cris_L said:
watching with interest. I sue DCSL for allmy stuff
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Go Chris, you sue them :lol:

As for the question of cropping them to size before using the kiosk; DSCL claim this is what they want you to do and i have done that on the reorder @50% off (still not happy but i need the order done).
That tells me that they know that their Crop toll is useless and does not work which as far as i am concerned makes my screwed order their issue. (arguable though).
Also here is another thing i have noticed.
Normally you place an order and within a few minutes you get aknowledged, then a couple of hours later its ready for print and then a couple of hours later its printed and ready.
However, i received the 1st email, within a few minutes as normal, then the 2nd one a couple of hours later as normal but i have yet to receive the third. Normally i get this a few hours later again but we are nearly at 20 hours later and no 3rd email.
That tells me they are well aware of this issue and to reinforce their excuses they are going to make sure this order is perfect before i get my third email.
Just for the record i followed the instructions on the website to the letter and even called them to clarify 4 points, but i have stuck in 3 Red Herrings and if those come back perfect i will hit the bloody roof.
 
I use them regularly and so far at least haven't had a problem...their new software options are definitely a little odd though and I avoid using the "Kiosk" software - I just use the "online pro" option (link below) & always size and crop my shots beforehand too

http://dscolourlabsupload.livelinkprint.com/order/slingshot?service=print

Their customer service certainly sounds disappointing in this case though

Simon
 
Been my printer of choice for 6-8 months now and very happy. Never had the issue with shrinking etc... and always load using the pro service. Twice I have had prints with damage to corners (always 12x8) and they sent replacements no hassles.
 
CraigF said:
In all honesty m8 the new software has thrown me also. Trim to fit is the "makes sense" approach and i used that first, however my pics came back all chopped to buggery.
I got an email reply saying to use the Shrink to fit.

I use shrink to fit and i end up with the majority having white bands.
Im beginning to think their new software is really poor.

Still waiting on the call from their Owner and the Kiosk designer, i was assured they would both call me today.
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Did they call you back?
 
Julie1979 said:
Did they call you back?
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Still no call and i have received my replacement order this morning.
Perfect? Well actually no.
Let me explain.
I followed the instructions on the website perfectly, the pics have been delivered and looking at them they seem fine until you get to 2 exact same picutres.
I have a number that were done in both black and white and colour.
The black and white ones are all (and i can not figure this out for the life of me) framed higher. By that i mean if you look at a subjects head in the black and white one its closer to the top than that of the colour one, and mostly by at least a centimetre.
Now before anyone suggests that maybe i have done something extra pp wise to the black and white ones there is a colour one in the batch that is around 1 centimetre closer to the top than its black and whire twin.

Another thing i noticed was i did a couple of black and white pics with the colour still in the eyes, now on my pc the colour is really bright and vibrant however on the picture its black and white. Ok, maybe a tiny tiny bit of colour but there is no way in hell my monitor is that far off from their prints.

****Update**** Just called DSCL about why it is not showing 50% off on the invoice and about the anomoly in the pictures.
No explanation offered and more promises to get the people who know to call me.
 
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Quick question. Is this problem just with their downloadable software? Any problems with the web based uploader?
 
menthel said:
Quick question. Is this problem just with their downloadable software? Any problems with the web based uploader?
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They are saying that all their software is 100% problem and error free.

Finally got a call from their manager.
Not much point in him calling to be honest as everytime he felt he was being backed in to a corner he just stated "as long as the file sizes are perfectly sized".

It was brilliant, an example below.

Me - So the Crop tool on your Kiosk works perfect?
Him - Yes.
Me - And it is 100% what you see is what you get?
Him - Yes
Me - So if i postion the crop over a picture i have uploaded then i double click it thats exactly what i will get on a 10 x 8 if i selected the 10 x 8 size?
Him - Yes.
Me - So we are 100% agreed that there should be no White Bands if thats the case.
Him - No only if you size the pictures perfectly.
Me - But you just said the crop tool was 100% what you see is what you get so it should make no odds if the picture is bigger as when you use the crop tool it will just print what you have selected.
Him - Thats correct but you might still get white bands.
Me - Well thats impossible as you will be able to see the crop you are getting.
Him - Yes but you can still get white bands in both shrink to fit and trim to fit.
Me - Ermm...No you cant. You will get the white bands in Shrink to Fit but not Trim to fit.
Him - No you can get them in both.
Me - So the reason i have white bands is because i was instructed by your colleague to use Shrink to Fit?
Him - Not exactly.
Me - What do you mean it either was or it wasnt.
Him - You need to resize the pics perfectly.
Me - Yes you keep saying that but we are on the issue of how the first order was screwed up.
Him - Yes, but in the end our terms and conditions say you need to resize perfectly.
Him - We deal with 30,000 pro photographers a week and print over 1 million pictures a week and you are the first to ever complain.
 
I must admit.... I think that you are wrong here. I've had many, many prints from dscolourlabs, all cropped to the correct ratio BEFORE upload, and never had any issues whatsoever, and I'd hate to see one user misunderstanding their requirements turning a whole forum of people off from using them. I always use the web upload system, rather than the questionable java applications that you have to download, much easier.

If you select zoom to fit, then some edges will get cropped off. If you don't, then you'll get white sides where they've shrunk the image to fit within the print. Oh, and make sure you don't select the option to have small white borders on the photos...

DSCL use a completely automatic system, noone sees your file between when it's uploaded and when it comes out of the printer. If you want a professional service level and hand holding, I'd suggest Sam's Photo Lab or Onevision.

Just crop them to the right aspect ratio in lightroom before you export. If you want to make different sizes or ratios, just make virtual copies.
 
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itsdavedotnet said:
Just crop them to the right aspect ratio in lightroom before you export. If you want to make different sizes or ratios, just make virtual copies.
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That is the only way I have ever used DSCL as well Dave.
 
If you noticed my post a couple up you would see i got the reprint delivery today and there was still a few strange anomolies in particular with the prints that had a colour and a black and white version.
If anyone had asked me a week ago to describe DSCL you would have heard nothing but the highest praise.
This is also about their downloadable kiosk and not the web based one.
The whole point was to see if other users had issues with their kiosk.
If i had got the prints printed in black or white or colour i would not have noticed but because i got some printed in both it stood out.
99.9% of the time everyone oders either all colour or all black and white so every person could have been affected by this but the chances are you wouldnt notice.

Also their manager said something else today that got me thinking.
He stated that you have to give or take + /- 5 mm all the way round which i thought was a strange comment also but strangely fits perfectly with the pictures that are both black and white and colour not being exact in print even though they are on file.
 
I got 6 test pictures back today that their manager had asked me to do. A mix of the way i usually did them and the way they wanted them done. All pictures are perfect.

I called their manager and he said he was aware all the pictures were perfect.
He did say however that when using the crop tool he had noticed it can default to shrink to fit when you leave the crop tool and return to the kiosk.
When i suggested that there was a fault with the software then he just fell back on the "Resize perfectly" disclaimer even although the proof was in the pudding so to speak.

He did ask for the original order number though and said he would see what he could do.
 
I've only dealt with DSCL twice and on the first occasion the prints were rubbish.

I emailed them with a question and got a phone call the following morning from them. The bloke spent quite a while talking me through their processes and explained exactly where I had gone wrong. My mistakes were pretty obvious when he pointed them out LOL.

The next set (including both colour and b/w or the same images) came out exactly as I expected and this set performed exceptionally well at my Photography Club's annual exhibition.

I resized them myself and uploaded them via the web (without using the kiosk) and chose the shrink to fit option. As they were being mounted of board I deliberately left a white border round them, the size of which matched perfectly.
 
My workflow is:

Crop to desired ratio in LR

Export at 300dpi at the exact size I want 12x8 etc. I do this by resize to 12 x 12 meaning that ladnscape and portrait images both come out at 3600x2400 or 2400x3600 pixels

Colour profile I use is sRGB

Use the online pro browser based software and the pre-corrected/pre-sized (pro only) upload choice.

I have never ever had a single problem with them.
 
CraigF said:
Calls me back and you couldnt bloody well make this up.
We had a look and they are both different sizes.
I can assure you they are not.
Well the files we received are and there is nothing we can do about this.
Click to expand...

Of course the files are different sizes, one image is colour and one b&w, different amount of information in each but it has no bearing on physical print size.
 
i always recrop any shorter crop size prints (7x5, 10x8 etc) before i send them to be honest, just less hassle in the long run.

however that said DSCL customer service in the event of an issue i found isnt overly friendly and willing to go the extra mile to help rectify the issue. that and i had to keep chasing them.
 
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