Upset with shutters.. Missing photos & they are not helping. What do I do now?

[Lorilais_mommie]

My family returned from our disney's cruise aboard the magic
I per order the photo cd that included ALL of you photos..
We took lots of picutres, checked our photos every night.. On our last night I confrimed that ALL our photos would be on the cd. They again said yes.

I picked up my cd the next morning and went on our way home..
Upon returning home I popped the CDs to find 1/2 my photos are missing and From what I did get 12 have big brown bold lines through them..

I called disney.. They sent me to shutters company website..
I contacted them and they said to send them a few photos of all my family.. There were going to send it to the magic and have them run it through the soft wear and find ALL my pictures..

That was over a week ago... I've called and emailed and I'll I'm getting is "we should have something soon"
I had plan to use those photos In a Photo book for my mother for Mother's Day. Along with other photo pass pictures we had taken at WDW.

Well with Mother's Day gone. And my photopass photos from WDw set to expire next week
I'm not sure what I should do?

If shutters doesn't get them to me in time.. I have no use for them since now my photopass photos will have expired.

So what do I do??? For $300+ you would think they would double check the CDs.
Ask for refund? Wait it out? Something else??


Update: MOST of photos were found.. (10-12 could not be recovered)
Was sent a link in an email to download photos.
Will not be receiving a re-print CD..

They said there's Nothing more they can do and left it at that..

 

[sharksfinatic17]

I forgot to pick up my CD on the Fantasy, and it took about four weeks to have it sent to me. Not that helps, but I thought all was lost and had a happy ending eventually.

 

[AngelDisney]

I would call Disney to see if they can extend the Photopass access. I think you can definitely extend it by paying a fee, but since Shutters is a contract company, see if Disney would spread some pixie dust. I will send my pixie dust your way. Hope you still get to make your photobook with your favourite pictures.

 

[Flossbolna]

You might want to check with the photopass people, I think there is a possibility to buy an extension so that they don't expire. You might even talk to DCL customer service whether they can help you with that.

ETA: I see that AngelDisney beat me to the same answer!

Good luck! I hope it works out for you!

 

[lbgraves]

Definitely contact Photopass. They extended my access one time when we had an issue after our trip and there was no cost to do so. Shutters really does help a lot of people with missing photos or even getting prints made when they decided to purchase pictures after the cruise. We have had great experiences with their shoreside division twice.

 

[EastYorkDisneyFan]

Just a note to all the people suggesting to call Disney or Photo Pass the cruse ships don't use Photo pass the photographers aren't even Disney employees. Shutters is a separate contracted company and as the Op mention they have contacted them and are not getting a response from them.

 

[MelSpees]

Just a note to all the people suggesting to call Disney or Photo Pass the cruse ships don't use Photo pass the photographers aren't even Disney employees. Shutters is a separate contracted company and as the Op mention they have contacted them and are not getting a response from them.

The comments about Photo Pass are regarding the fact that the access date is close for those pictures she had taken at WDW. Read her first posts and you'll see what they're talking about.

 

[EastYorkDisneyFan]

The comments about Photo Pass are regarding the fact that the access date is close for those pictures she had taken at WDW. Read her first posts and you'll see what they're talking about.

I must have missed that part of it stuff like this makes me wonder how much longer Disney will put up with shutters before they kick them out like they did with the art auctions and just turn it over to Photo Pass[/QUOTE]

 

[Lorilais_mommie]

Here is an update..
I got a email today with a link to some more of my photos.. (They will not be reprinting a CD for me)
They found the most important ones.. Boarding, Formal, priate, semi formal, frozen, princesses.. And a few shots with mickey. We are still missing 10-12 photos, mostly characters and castaway cay..
but I have enough to finished photo book.

While I'm happy I have most of our photos back.. I will say for a $300 price tag, I'm disappoint with the service. If they had double checked the CD they would have clearly seen that pics were not loaded properly.
The photos are lovely, but I think there should have been a better process in place.

We had this same problem with photos missing from our magic bands in 2013 at WDW.
We lost all of our Halloween photos.. It took a quick phone call and within 30min They located our photos and had them loaded to my account. I would have thought DCL would have been easier. They had my name, room number, and have the facial software.

I don't think there is anymore that can be done..
But I will say, IF we order the CD again We will be bringing our laptop to check the CDs before we leave the boat.

 

[Bella29]

I'm so sorry they lost some of your photos, that is just unacceptable. I would be livid! I would ask for at least half of the $300 to be refunded between the hassle and the still missing photos.