Light Impressions

[don sigl]

The service at LI is abominable. They also apply outrageous shipping charges. I used to use them exclusively. I wouldn't waste my time with them anymore.

 

[TimVermont]

I spent between $5-7,000 per year with LI in the 90's. I have not had a successful transaction with Light Impressions since they moved to California and stopped using them. If they want to stay in business they should clean house in customer service, and use a fulfillment warehouse in the middle of the continent that has negotiated favorable shipping rates-and pass the savings on to the customers.

 

[George Collier]

Nothing new from me, just to corroborate. I have been buying mounting supplies from them since the 80's. Great products (always), but, as others have mentioned, inconsistent and frustrating service since the move to CA. Orders don't arrive 2 weeks later, a call reveals it hasn't been shipped and now they are out of the style of frame, but they did agree (after I pushed) to ship a different (and more expensive molding) for the same price. Stuff like that. They screw up, but are polite about helping you recover.

 

[naturephoto1]

Hi George,

I spoke to Larry Proctor of LI earlier today. I directed him to this thread and the poll so that he could try to digest our discussions and the poll. I know he was looking at the thread as I directed him to it. I know that what we have to say is of real concern to LI. I am sure that Larry will try to address the concerns and in most likelihood will bring these concerns to the attention of the new President. They do want to improve things for their business and make an attempt to improve service. With the number of people here at APUG interested in their products I hope that LI will be able to grant us a reasonable discount.

Rich

 

[naturephoto1]

I have received an e-mail from Larry Proctor of LI. He has looked at this thread and the poll. As Larry has indicated many of the comments were painful to read but it is valuable feedback. Larry has indicated that many of the mentioned problems have been solved, but there is much more to do.

Larry has requested a 15% key code for APUG members to be put into effect for 1 year and would be up for review and renewal at that time. Larry has also stated: "Whilethis key code can not be used with any other offer I feel it can be of benefit when used with quantity discounts in our catalog."

Larry wants to submit this formally in writing. However, since Sean (who maintains his American citizenship) resides in New Zealand I am not sure if the letter should be addressed to him. Since most of the membership that would take part in this discount reside in the US and Canada, it may be more appropriate for the letter to be sent to either David Goldfarb or John Callow to act as proxy.

I will send David a PM regarding this question.

Rich

 

[Merg Ross]

I have used Light Impressions products since the early 1980's. My typical order is in the $300 to $400 range,sometimes more. I have always found the products to be of high quality.

I do, however, have several complaints. The shipping charges are extremely high and I most often now wait for free shipping. I live in California and do not understand why the shipping cost is not destination based.

Secondly, recently I have had to wait long periods for back ordered items. This is a fairly new development and never happened when the company was based in Rochester.

Thirdly, the discount offer to first time customers of 15% that appears in B&W magazine is good from a marketing standpoint. However, I would like to see more 15% discounts offered to the loyal customers that have supported LI over the long term.

 

[naturephoto1]

Hi Merg,

The discount offered to APUG for 15% is supposed to be for all purchases through the next year. If LI is pleased by the outcome in the year, they will review the account (for all of APUG) for the following year. Read my last post on the previous page. This is now being directed to Sean. Larry and Sean will formalize the agreement as far as I know.

Rich

 

[photobum]

If Light Impressions is really reading this thread they should check out the Large Format Forum. Under "Darkroom". Not a lot of happy campers there. I remember when it was a top notch company to deal with.

LI, look around you. Wisner died because of crappy customer service. Your not Kodak, you can't blame digital.

 

[Jerry Basierbe]

Rich,
Any updates on this?

Jerry

 

[Travis Nunn]

I placed an order with LI last week and the 15% discount was there. All I had to do was type APUG in the space for the coupon code (or whatever its called).

 

[naturephoto1]

Hi Jerry,

I know that Sean has been in contact with Larry Proctor of Light Impressions. Sean had not updated me with info. But, as Travis has indicated, the 15% discount for APUG appears to be in place at this time.

Rich

 

[Ole]

I've used their products, and I'm likely to continue to do so.

But I've never dealt with them directly; I prefer to buy from more-or-less local retailers.

 

[bill schwab]

Rich,

Thank you for making this happen. You did good.

Bill

 

[naturephoto1]

Rich,

Thank you for making this happen. You did good.

Bill

Hi Bill,

Thanks. Now, all those here at APUG needing LI products should take advantage of the discount. That way when the account is reviewed next year the discount will be renewed.

Rich

 

[wfe]

This is great, thanks Rich.

Cheers,
Bill

 

[Jerry Basierbe]

Agreed.

Jerry

Rich,

Thank you for making this happen. You did good.

Bill

 

[Jim Noel]

I attempted to place an order today and could not get the APUG discount.
This is the same old poor business practices I have had with the newest owners. No more orders from me.

 

[Travis Nunn]

I attempted to place an order today and could not get the APUG discount.
This is the same old poor business practices I have had with the newest owners. No more orders from me.

I just checked and the discount is still there. You have to type APUG in the blank where it says "If you have a key code, please enter it here." in the shopping cart.

 

[jeroldharter]

I have been waiting to make a bulk order for framing supplies. Maybe now is the time.

 

[George Collier]

I've been following this thread, so, just for the record:
When I saw Travis' post about the web site code, I called to see if I could have the discount over the phone and to verify.
At first, she thought the discount had been discontinued. I pressed her to check, quoting from Travis' post. She came back to the phone and verified the discount, indicating it was available only by web orders. I asked if I could check inventory before ordering online, since I was already on the phone with her. Custom frames delayed, other stuff ok, and she agreed to ship what she could. She also told me that the web site is not live, so anything ordered there has to be checked by phone to verify stock.
Here's the interesting part - I have a catalog with a key code digitally printed onto it, which could be used online instead of the "APUG" and can be used over the phone. So it turns out that this code gives me free shipping. Hmmm, what's the difference in savings between the two key codes? My order is about $400, so my APUG discount is $60, the shipping is almost $50, which is free with my catalog code. So for $10, I get to speak to someone, verify stock, etc.

 

[jovo]

. Hmmm, what's the difference in savings between the two key codes? My order is about $400, so my APUG discount is $60, the shipping is almost $50, which is free with my catalog code. So for $10, I get to speak to someone, verify stock, etc.

To qualify for the customer number discount of free shipping the order has to be for $125 or more and is valid until today I think, and not beyond. As I understand it, the apug discount is not based on a minimum order and is valid for the rest of this one year (til November '07) and will then be reevaluated by LI. If I'm wrong, pleeeeeeeeze!!! let us know!!!

 

[Travis Nunn]

My order was only around $70 and the discount still worked so if there is a minimum, it's really low.

 

[Jim Fitzgerald]

This is pretty much my experience. I order annually and generally get exactly what I need at a price I'm willing to pay. When they opened the CA shop, however, I grumbled a bit (and still do) about having to now pay CA sales tax on top of shipping (which isn't geting any cheaper).

I'd welcome any kind of affinity-group discount they may consider. If offered I'd buy more than the normal supplies -- I seriously need to re-do all of my neg storage systems.

I think you can will call at their Santa Ana, CA location and save on shipping. I'm not all that far from them and that would be an option for me. As APUG members if we get a discount then that would be a bonus. Count me in.

 

[gr82bart]

I wish LI had Nielson-Bainbridge brand pre-cut 8ply mat/ 4ply board. They have the window opening sizes I like. LI's brand doesn't have them. Drats. Regardless, this is a good thing for APUGers.

Regards, Art.

 

[naturephoto1]

Hi Art,

Merry Christmas. Depending upon the board, LI uses a lot of Rising Boards from Fox River Paper Company. That applies particularly to their non Buffered Westminster Boards. These are Risings' Photo Mount Board. They are 100% cotton rag. They are very very high quality and the boards that I use for framing in 4 ply. These boards are relatively easy to cut the windows, they are relatively soft, with a somewhat silky texture, and a bright white.

Rich