Westgate Studio Long Eaton, terrible place

Crazyhorse

Crazyhorse

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Hi

Just wondered if I am being unreasonable in being a bit miffed.:)

I hired a studio today. When I booked it, I asked if there would be someone on site to set up the lights and make sure they were working correctly. I was assured this would be fine and there was someone to help.

As per the terms of hiring the studio, I paid in advance.

We arrived for our two hour slot prompt.

He asked what colour background I wanted and I said white. So he pulled down a ripped and dirty white background. Ok, I thought, i can always pp afterwards.:)

I said I'd like two lights minimun on the background, with 4 being preferable. He switched on 2 x lencarta smart flash 200w. Ok, I didn't get four but I could live with two.

Then we turned to the main lights. I said I'd like two main lights with softboxes. Ceiling mounted was not an option. So we went for two on light stands with soft boxes.

Then the fun started, the light on my right would not work at first. Eventually, he changed the electric cable for another one which meant I couldn't move that light forward later if I wanted too. Ok, I could live with that.

Then the light on my left would not fire. He tried different leads and eventually wireless triggers. This resulted in the light on the right stopping but the light on the left working.

Anyway, this went on for 50 minutes into our first hour. Not one photo taken.

After 50 minutes, both main lights were now working. Hurrah.

Then after 20 minutes, the light on the left stopped. We went to look for the assistant but he wasn't to be found. So we soldiered on with one main light. I wished I'd taken my reflector.:)

Then our two hours were up. No sign of the assistant but we tidied up and left.

What's the normal routine when you hire a studio? Is the above the norm? I appreciate I am a novice but I have used Bowens lights about half a dozen times in the past and I did ask at the outset if there was someone to help.

Lisa
 
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You are far too nice, I would probably have lost the plot but then I can't stand crap service. Sounds like a shoddy experience, which studio was it?

Did you manage to get any decent photos after all your troubles?
 
Anyone? :shrug:
 
no it's not normal and you should demand your money back.
 
Hi

Thanks for the replies.

I thought that was the norm. If you book a studio, you should know what you're doing:shrug:

I'll have a think about it and report back tomorrow.

Even my 18 year old daughter said I should have said something.

I was soooo disappointed. I expected 15 maybe even 20 minutes for the bloke to set up, but then when the bloody lights kept packing up, well.......

Lisa
 
for starters I'd be telling everyone I know :D

I make sure I shout about good service so don't have much of an issue about spreading the opposite
 
Hi Lisa,

How sad to hear your story of a shameful studio that ought to have the decency of fully refunding your money and apologising to you. In trhe interest of other photographers, you should state who they are and where they are as they don't deserve to get any bookings if they run that sort of show.

Not aware of your location, but if you are anywhere in the West Midlands, I can put you in touch with studios that you would be pleased to work in and would repeat your booking. Good luck and make the effort to obtain a refund. If not, think about a report to the local press?

Malcolm
 
I'd be having a refund and giving them some 'feedback'
I'd be interested to know who it is also but it would only be fair to also let us know how they deal with the problem after the fact.
 
Hi

Thanks for the replies.:) It was a studio in Derbyshire.

I'm going to write a letter to them. I'll do it tonight. The feedback on Purestorm was very positive, that's why I wondered if it was partly my fault for not knowing how to set the lights up (radio triggers etc). The more I think about it this morning, the more of a farce it was.

Lisa
 
>> What's the normal routine when you hire a studio? Is the above the norm?

No, as you probably realise, it's not normal.

Used to be common practise on amateur rentals to allow 10 - 15 mins setup before booking. Now that seems to be included in the booking (which is actually kind of fair).

But if the delays were caused by the studio's kit not working or the studio team not being able to sort stuff then I'd expect that time to be added to the end. So after the 50 mins I'd have said something like "so we're starting now and ending at (now + 2hrs), right?"

That way the studio gets a chance to discuss before you run over.

Oh and the dirty background...were you paying for it? If I get charged for colorama then it's new pristine colorama. If I choose to reuse somebody else's cast offs then they paid for it so I won't.
 
Hi Jonathan,

The lights and backgrounds were all included in the fee.

But if the delays were caused by the studio's kit not working or the studio team not being able to sort stuff - that's the crux of the problem

If I could have used four lights to blow out the background, then the marks and rips, creases etc would probably not have been so noticable. We did use a black background at one stage but that had scuff marks on it too. The clear acrylic piece he gave us to put on the paper on the floor could have done with a good clean.

It was a bit embarrassing for my daughter as she had invited her friend along. Luckily, I got some shots of them together whilst both lights were working. I promised to take some shots of her friend on her own. Sadly, this is when the light on the left packed in. As I couldn't move the light on the right any further forward due to the length of electric cable, I did the best I could with one light and no reflector.

There was no health and safety talk either. Luckily, I'm fully up to speed on that and so is my daughter. We just skipped around the trip hazards. :) and I'm an expert on what to do in the event of a fire.:)

Sounds like a right comedy of errors doesn't it. :eek:

Lisa
 
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Hi

It's not Brightlights Studio.

This is not a witch hunt, :) I'm not going to be naming and shaming at this point. In my initial post, I asked if the level of service I received was normal and it appears that the service I received is not normal when one books a studio.

I shall be writing to the owner tonight and will feed back.

I am more disappointed than anything. We were really looking forward to it. I expected the time to set up would come out of my two hour session but I think 50 minutes is unacceptable and then to rub salt into the wounds, the second main light stopped working after about 20 minutes. He didn't even tell us where to find him if we needed him.

Lisa
 
Crazyhorse said:
I can't get onto purestorm from my work computer. Could you pm me the studio name pleasse (if that's what it is in the link).

Also, if it is the one I visited, I didn't really want to name and shame until I had written to them.

Thanks.

Lisa
Click to expand...

It's just a link to a list of all the studios in Derbyshire, all five of them hence my joke as it wouldn't be hard to narrow them down.

I think those are Bowens that Brightlights use so I didn't think it were them going by the OP's first post which to me read that although she has experience with Bowens, it wasn't this make being used? Unless I'm mistaken.
 
gman said:
It's just a link to a list of all the studios in Derbyshire, all five of them hence my joke as it wouldn't be hard to narrow them down.

I think those are Bowens that Brightlights use so I didn't think it were them going by the OP's first post which to me read that although she has experience with Bowens, it wasn't this make being used? Unless I'm mistaken.
Click to expand...

Hi

I did a photography course at college which finished in May and the latter part of the course was in the college studio, equipped with Bowens.

Good job really because the tutor instilled in us all the h&s aspects of working in a studio environment. :lol:

Lisa
 
Not normal.

Kit should work properly from the outset, any problems should be sorted with a minimum of fuss.
I personally would have demanded new paper, especially if being charged seperately for it: some studios make this part of the T&C, so check beforehand.
Refreshments are usually thrown in - I expect at a minimum: tea, instant coffee and fresh milk being available from the outset so I can chat with the model and studio manager about our requirements. Filter coffee and hob-nobs are better.
If it's a flash system I've not used before then I ask a 10-minute explanation (mostly not required as they're all much of a sameness).
'Help' should be on-hand thoughout in case of breakages, problems etc.
If you trip over a cable and trash a monobloc, I'd want to know about it if it were my studio. If you trip over a cable and injure yourself I'd definitely want to know about it.

For H&S reasons all paper-roll changes, movement of lights, changing of light modifiers etc. should be carried out by studio staff, not clients, unless you're a regular client who is familiar with the studio layout and the manager is OK with it..

The last place I visited ticked all the right boxes:

http://www.tography.co.uk/

A bit off the beaten track, but very well-appointed.

In your situation I'd probably have asked for a rebate.
 
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Thanks Rob, you've summed it all up nicely. :) He did offer my daughter's friend a drink but she declined after noticing his fingernails.

Lisa x
 
Crazyhorse said:
Hi

Just wondered if I am being unreasonable in being a bit miffed.:)

I hired a studio today. When I booked it, I asked if there would be someone on site to set up the lights and make sure they were working correctly. I was assured this would be fine and there was someone to help.

As per the terms of hiring the studio, I paid in advance.

We arrived for our two hour slot prompt.

He asked what colour background I wanted and I said white. So he pulled down a ripped and dirty white background. Ok, I thought, i can always pp afterwards.:)

I said I'd like two lights minimun on the background, with 4 being preferable. He switched on 2 x lencarta smart flash 200w. Ok, I didn't get four but I could live with two.

Then we turned to the main lights. I said I'd like two main lights with softboxes. Ceiling mounted was not an option. So we went for two on light stands with soft boxes.

Then the fun started, the light on my right would not work at first. Eventually, he changed the electric cable for another one which meant I couldn't move that light forward later if I wanted too. Ok, I could live with that.

Then the light on my left would not fire. He tried different leads and eventually wireless triggers. This resulted in the light on the right stopping but the light on the left working.

Anyway, this went on for 50 minutes into our first hour. Not one photo taken.

After 50 minutes, both main lights were now working. Hurrah.

Then after 20 minutes, the light on the left stopped. We went to look for the assistant but he wasn't to be found. So we soldiered on with one main light. I wished I'd taken my reflector.:)

Then our two hours were up. No sign of the assistant but we tidied up and left.

What's the normal routine when you hire a studio? Is the above the norm? I appreciate I am a novice but I have used Bowens lights about half a dozen times in the past and I did ask at the outset if there was someone to help.

Lisa
Click to expand...

you will have to come to my studio when it's set up in the new year, how much did you pay for your 2 hours by the way.


Merc
 
Letter sent.:thumbs:

Lisa
 
Update - A polite letter sent first class on 23 November asking for a refund.

I have received no reply or phone call.:thumbsdown:
 
Well, I'd say that's more than enough time for them to least acknowledge receipt of your letter.

Perhaps a follow up letter of a slightly stronger tone and sent recorded so there's no excuses with "the mail".
 
gman said:
Well, I'd say that's more than enough time for them to least acknowledge receipt of your letter.

Perhaps a follow up letter of a slightly stronger tone and sent recorded so there's no excuses with "the mail".
Click to expand...

Thanks, that's what I thought. A signed for or recorded one is going to be sent tomorrow.

I don't think any letter I've ever posted in my whole life has never arrived.:shake:

It's a principle thing now. :rules:

Lisa
 
Give them seven days after the second letter and if you still don't receive a response then depending on how much it cost you to hire the studio you can weigh up whether or not it's worth taking things further.

If it's worth it then send a third and final letter stating that you will be taking legal action to recover the money. In Scotland there's a fast track system for small claims - I'm sure there'll be a similar type system in England but I don't know.

The fact that you've written three times and given them more than enough opportunity to respond (which they haven't disputed your claims) should make it a straightforward process to be successful.

Don't be scared to go down this route - it should only be a small fee to lodge the claim and no expensive lawyers are required.

Best of luck! :thumbs:
 
If they don't respond and deal with it then I'd like to know who it is so I don't ever hire there too.
 
Hi

Thanks Graham and Chris.

I've decided to name the studio. Along with all the stuff that didn't work, it was a health and safety nightmare anyway and the studio could have done with a good tidy up and a damn good clean.

Westgate Studio, Long Eaton, Derbyshire.

There is positive feedback on Purestorm with the last feedback being September this year (if my memory serves me right). However, none of what is written in the feedback matches my experience.

I was going to chase up with a second letter but have decided not to waste my time now.

Lisa
 
Crazyhorse said:
I was going to chase up with a second letter but have decided not to waste my time now.
Click to expand...

I think that's very wise.

You're 40 - 50 quid down but learnt something ;) Not worth your time sorting them out. At least partly because if I was the studio owner then the most I'd probably offer is a discount off next booking :(
 
Thanks for the tip-off (and thanks to Dave for cross-posting it). Don't know where you are in relation to Derby but if it's south/southwest I know a well equipped studio that I'd recommend.
 
Indeed, am doing a studio shoot for my brother and his family up that way in the new year, so that is one more customer they have lost.
 
I used this studio in January and found only one light to be faulty.
Many lights are now wall mounted on booms, with several also on lightstands.

I return there later this week to use the studio again.
 
Terry Draper said:
I used this studio in January and found only one light to be faulty.
Many lights are now wall mounted on booms, with several also on lightstands.

I return there later this week to use the studio again.
Click to expand...



Hmmmmmmmm ........... :coat:




Dave ....
 
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