Silverprint UK

John_Brewer · Jul 20, 2005

Blighty said:
7dayshop.com for film, Silverprint for paper and Rayco for raw chemicals. Might be worth looking at Dead Link Removed BLIGHTY

Rayco has gone through a transitional period (buy out) recently and their site is down and 'phone number changed. I spoke to David Jenkins tonight and there seems to be a couple of things that need to be ironed out. I have always had superb service from Rayco, the chemical range is extensive, the price has been fair as well as the delivery charge and no minimum order. I don't know if Rayco will ship outside the UK, but David is amenable to ideas. Rayco can be contacted on 01283 763768.

claytume · Sep 22, 2005

Anyone here have problems dealing with Silverprint as a foreign purchaser?

I sent them an email asking about some film they have on clearance, I wanted to know the film exp. date and shipping costs for 60 pounds worth. I got a reply back with a list of buying tips for overseas orders which stated a minimum order of 100 pounds was required. Also my credit card details were needed before a shipping price would be given.

I replied back to say I wanted to know the exp. date before I would go any further and was happy to buy 100 pounds worth.

Never heard back from them. Surely my request wasn't too difficult?

any ideas?

Clayton

David H. Bebbington · Sep 22, 2005

claytume said:
Anyone here have problems dealing with Silverprint as a foreign purchaser?

I sent them an email asking about some film they have on clearance, I wanted to know the film exp. date and shipping costs for 60 pounds worth. I got a reply back with a list of buying tips for overseas orders which stated a minimum order of 100 pounds was required. Also my credit card details were needed before a shipping price would be given.

I replied back to say I wanted to know the exp. date before I would go any further and was happy to buy 100 pounds worth.

Never heard back from them. Surely my request wasn't too difficult?

any ideas?

Clayton

Silverprint carry a great product range, including lots of stuff that is really hard to find elsewhere. On the other hand, they don't give discounts (OK, their overheads are high with all the stock) and their staff are highly quirky (if you phone, they take a long time to answer and sound as if your call is an interruption they really don't need). I would imagine they are no more fastidious with e-mails. Most dealers would automatically list the expiry date with clearance films, anyhow. As you probably know, you can view shipping costs at www.parcelforce.co.uk, I know from experience that surface mail to NZ is really slow, airmail might wipe out any savings over fresh film. If you really want the film, I would phone!

Some of the best prices on film in the UK are from http://www.mathersoflancashire.co.uk/
Assuming you want 35 mm or 120, Mathers' prices for fresh film would be half what Silverprint charge, maybe even less than Silverprint's clearance prices.

claytume · Sep 22, 2005

David

they have rolls of Portra 4" x 175m that I've never seen anywhere else. I suspect they're for use in a film recorder and no one is using them now. I have a 5x12" camera and would use the film with a spacer in the holders, my enlarger only takes a 4" high neg but the full 12" length so the film is perfect for my setup. I've been using 5" aerial and wasting the top inch when enlarging.

The rolls are only 10 pounds each which is rediculously cheap so I'm happy to get a few. I imagine there aren't too many buyers out there for this film.

I also have no idea of the weight and a guess could be a long way out.

I thought I might be dealing with a quirky bunch as you mentioned. For now I don't want to bombard them with emails in case they just ignore me.

As you suggest it may pay to phone them, I think we're 12 hours ahead so have to time it right.

thanks for the reply
Clayton

blackmelas · Sep 22, 2005

I ordered once from Greece with a fax order requesting a quote for shipping. I didn't receive a reply and I hadn't had time to follow up on the lack of response on their part. I had assumed that the order didn't go through but the goods arrived over a month later.

Everything arrived in good shape and it was what I wanted but there was a whopping shipping bill of 60 pounds, a fair price I'm sure, but I wanted to know about it beforehand.

I would order something from them again but only something that I definitely couldn't get somewhere else.
Best of luck,
James

Struan Gray · Sep 22, 2005

Glad to see someone took the bait

I have had various archival storage products shipped here to Sweden without excessive delays or postage charges. I would happily use them again, but they are not in the S.K.Grimes or Robert White class when it come to customer relations. My advice would be to bite on the bullet and telephone them (use Skype if the costs look horrific), sending a followup fax to confirm the order and create a paper trail.

I buy all my 35 mm and 120 film from Mathers. Superb service. Absolutely reliable. No blather. I've tried a couple of times to persuade them to stock sheet film, but they know their market and will only special order at standard catalogue prices.

Juraj Kovacik · Sep 22, 2005

I was looking for bromoil brushes maybe one year age and there was the same problem with that stupid 100 pounds limit for oversees posts.

claytume · Sep 24, 2005

Just to report back, I got some help from a fellow apugger in London, he called Silverprint for me to get all the info.

Well that was the good news..........the bad news is that film sold out some time ago........maybe that's why they were ignoring me?

Clayton

CharlieM · Sep 24, 2005

Just for the record, Silverprint is a small concern. They are usually EXTREMELY busy with customers, to whom they are exceptionally helpful and friendly. I think there's a limit to what they can accomplish. I've been going there for years (in person, I know, I'm lucky) and have learnt an awful lot from their good advice. And no, I don't have any other connection or 'discount' arrangement or any other ulterior motive for saying this! Support them if you can. They're vital.

Helen B · Sep 24, 2005

When visiting the store or phoning, I've never got any other impression from Silverprint than that customers are a nuisance, and that there are far more important things in life than dealing with them. Apart from their bad attitude, the biggest practical problem I've had is that they don't bother to check what is in stock when you phone an order in, and they don't bother to tell you when they later discover that 90% of what you ordered is out of stock.

Best,
Helen

Bob F. · Sep 24, 2005

I order about every two or three months and have never had anything other than polite service. It has however sometimes taken 2 or 3 calls before someone picks up the 'phone and there is one lady working there who seemed to have problems with English - especially my London accent - I had to switch to BBC English mode to be understood. I have been known to order elsewhere rather than waste my time making unanswered 'phone calls and having to imitate Trevor McDonald once I do get someone on the other end of the line...

Whenever something is out of stock they have (in the last year or so) rung me back to tell me the item is out of stock within the hour. In the past they tended to sit on the order for up to a week until they got the stock in (or not), but they seem to have stopped that now. A small order I made on Wednesday arrived on Friday. I do get the impression though that they need more staff.

There are a couple of things that would almost immediately solve the trouble some have with them: online ordering and computerized stock control. Link the one to the other and most of the problems people have with them would be solved.

An example of how it can work: I just bought some Glycin from Photographer's Formulary in the US: rapid reply to my email and online ordering from a small company that understands how to treat customers - even overseas ones with an order that probably didn't make them 10 USD profit.

So, 7/10 for Silverprint: good, but could do much better (see me after class)...

Cheers, Bob.

claytume · Sep 25, 2005

Bob F. said:
So, 7/10 for Silverprint: good, but could do much better (see me after class)...

Cheers, Bob.

Yes Bob.............they have a bit to do to catch up to the rest of the world.......that's if they want to!

For me as a foreigner, I don't need all the aggravation.......I'll shop elsewhere.

Clayton

CharlieM · Sep 25, 2005

Helen B said:
When visiting the store or phoning, I've never got any other impression from Silverprint than that customers are a nuisance, and that there are far more important things in life than dealing with them.
Helen

I'm genuinely very surprised to hear this - it certainly doesn't square with my experience. Maybe it depends who you get. I have had problems when phoning (not answering) and do notice how the phone rings when I'm there - but as I'm being dealt with it gives it a different perspective!
Does seem they need to catch up with the modern world, though. I think it's possible they feel they get enough custom without being bothered too much with overseas?...Or maybe it's 'just' disorganisation. It's off-putting though for those overseas and I'm sure they can't really afford to sit on their laurels...

Dave Miller · Sep 25, 2005

Look at this from another perspective. Imagine that you are in a shop, being served, when the telephone rings! Familiar? Are you happy when the assistant picks the ‘phone up, and ignores you for several minutes whilst the customer on the phone gets priority treatment? That said, I too will be delighted when Martin drags his business into the 21 century and allows internet ordering; even with a small order surcharge. As for politeness, knowledge, depth of stock, and helpfulness they get top marks from me as well. Why not email him and suggest it.

David H. Bebbington · Sep 25, 2005

The only thing about Silverprint is that they are operating against a background in which traditional photography is experiencing violent contraction. Arguably it has now stabilized at a sustainable level, but as we all know many of the players (equipment and materials manufacturers and dealers) of yesteryear are no more.

Against this background, for a major analogue-products dealership and distributor to adopt a sloppy arrogant inefficient attitude which leads many customers who genuinely want to buy their products to say effectively "Dealing with Silverprint is like getting blood out of a stone, for me it's the absolute last resort" is unwise to say the least.

It takes very little intelligence to realize, for example, that sales clerks cannot man a counter and a telephone at the same time and that setting up a one- or two-person telephone/web sales department would pay for itself many times over. In today's business climate, companies with this type of attitude are very apt not to be there any more the next time you look.

Martin Reed · Sep 26, 2005

Perhaps it would be useful to go through the history of where Silverprint came from. We originally took space with Atlantis in Wapping, London E1, down by Tower Bridge. While this was a good kicking off point it was difficult for people to get to, and 18 years ago we took space in our present building in Waterloo, which was accessible to the main line station and tube network. We have, therefore, always seen ourselves as primarily a supplier to the London area, and with the costs of operating in London we have no other option. If we were in an industrial park in the middle of nowhere we would be totally focussed on servicing mail order as it would be most of our activity, but here we do have a lot of other things going on - if staff sound not quite like the usual call centre, it's probably because they're run ragged.

Next point - IT'S A SMALL BUSINESS. We started from nothing, and have
increased turnover steadily at about 10% per annum, which has enabled us to progress from 2 staff (including me) in 1987 to 10 today, with a turnover now of £1.5m. Whereas in the early years mail order was only 10% of turnover, approximately one third is now mail order and overseas, and at this precise moment that is about as much as we can handle.
Getting to this point has been achieved selling materials with low margins and using only a small bank overdraft when necessary, but has still enabled the purchase of the freehold of the building, so our presence in Waterloo is now secured. The dog eat dog entrepreneurial philosophy might have produced greater results, but the end result would not have been the same business. My involvement is long term - it's a labour of love, has been my total commitment for 20 years (and with the mortgages I've got, will be for another 20 years into the future). I'll continue to develop the website, it will probably have a shopping mall built on soon, and the extra floor in the building we now have is going to give us space be used for mail order offices, darkrooms and chemical packing, but expansion is going to happen at a natural pace (unless somebody on this list can give me access to interest free loans). Many thanks to everybody who has supported us over the years, and apologies to those where we didn't quite hit the spot.

David H. Bebbington · Sep 26, 2005

Dear Martin,

Thanks for taking the time to reply - I would not wish you to think that anything I have said is intended to detract in any way from your long-term commitment and unceasing efforts on behalf of traditional photography.

BUT ........

Times change and I feel there are some very simple ways you could change with them.

1) If you know your staff are being run ragged, you MUST do something about it. Otherwise they will get demoralized, not enjoy their work, not give customers the best possible service, not generate optimum turnover per head.
2) Low margins: With many of the products you carry, you may have been in competition with other suppliers in the past, many of these have gone now and there is no reason why you should not raise margins to a reasonable level. Many alternative-process materials, for example, are bought by affluent hobbyists and are likely to be slow-moving lines - these MUST have a high profit margin, otherwise they will lose money for you as they sit on the shalf.
3) In these days of modern telecommunications, tele-/web sales operatives could be a couple of people miles away from you working at home and receiving calls on the Silverprint number - the set-up costs of this would be minimal, and the only addition to your shop staff could be a dedicated order picker/dispatcher. I would seriously invite you to monitor incoming phone calls for a day or two and note in particular how many go unanswered. Consider that each one may well represent £100 of lost turnover and ask yourself how happy you are about this.
4) A labour of love is a fine thing, but it's no reason to turn a blind eye to potential efficiency gains which could be realized at low cost.

All the best for the future!

Regards,

David

CharlieM · Sep 26, 2005

Martin, It's good to hear the future looks reasonably secure and it seems like things should get better for the customer. Please don't increase your margins TOO much, by the way. Some of us aren't as 'affluent' as all that....
Here's to many more years of Silverprint's operation - and even though it seems you've hit the wrong note for some people, thanks for getting a lot of it right. We need you, and the bottom line is you need us - so I'll let you know in person if no-one answers the d**n phone next week!

Fintan · Sep 26, 2005

A trip to Silverprint has always been a highlight of my trips to London. However I've had an email or two ignored.

While I love Silverprints website, if I was you Martin I would rather set up on ebay and sell via paypal or bidpay or something cheaper allowing us to "see" something in stock and to pay online. Zero investment.

delphine · Oct 9, 2008

Silverprint London - Now opens on Saturday!

Silverprint rocks !

I just saw the news on their webpage. Silverprint is now open from 10am to 1pm on Saturdays.

Finally I can pop at shop for idle browsing and sneaky purchases without having to rush at lunch time.

Best

Dee

Jon Butler · Oct 9, 2008

Thats good news, very handy.
Thanks for the info.
JON

Mike Crawford · Oct 9, 2008

Oh goody. Can now get stock in on a Saturday when I have forgotten to remember to get some selenium at 5.31 on a Friday.
Nice one Martin!

catem · Oct 10, 2008

Excellent.

Apfel · Oct 21, 2008

Wow

Wish they did when I was studying and still living in London …

Martin Reed · Oct 29, 2008

Saturday parking in SE1

One point I should mention. If bringing a car in, apart from not being liable for congestion charge on a Saturday, one can usually park in Valentine Place on the yellow line without risk of getting a ticket.

However, Valentine Place is in Southwark. If you park just one street north of there you're in Lambeth, where the wardens are hovering around like flies at a jampot. Be warned.

Silverprint UK

John_Brewer

claytume

David H. Bebbington

claytume

blackmelas

Struan Gray

Juraj Kovacik

claytume

CharlieM

Helen B

Bob F.

claytume

CharlieM

Dave Miller

David H. Bebbington

Martin Reed

Advertiser

David H. Bebbington

CharlieM

Fintan

delphine

Jon Butler

Mike Crawford

catem

Apfel

Martin Reed

Advertiser

Silverprint UK

Advertiser

Advertiser

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