Mohammed says he had problems from the start. “They couldn’t get the software settings right. Sometimes the photos were too pale or too dark. The passport office rejected some of them and we had to give refunds. After a few months the flat touchscreen kept freezing.”
He reported the problems frequently to the helpline and an engineer reported that dreaded ‘intermittent fault’. He was shown how to reset the screen. But when it froze this entailed switching the machine off and on again, so it was not ideal. He began to film each fault on camera and reported it to the manufacturer and the Bank of Scotland. He had several visits from the manufacturer – the machine is under warranty until June – and the touchscreen was replaced, the booth was upgraded and, finally, in January, a senior supervisor came to call. The supervisor saw the video evidence and, according to Mohammed, suggested a new machine could be on the cards.
By this time, though, Mohammed had had enough and requested a full refund. This has not proved possible.
The engineer officially reported that the machine had worked perfectly for the week prior to his visit – although on March 6 when I last spoke to Mohammed the machine had been frozen for the whole day.
I spoke to Snap Digital Imaging and the commercial director said he believed the company had “bent over backwards” to help. He also said he knew of no other installation that had experienced such issues.
Mohammed believes that most people with mini-labs lease them with full maintenance so they have no worries. He believes that he had a verbal agreement that the video footage showed ongoing problems but that the company will not put it in writing. The machine, of course, no longer belongs to Snap and it is the Bank of Scotland that is liable for the faulty goods.
This may go legal and if it does I hope to bring you the conclusion.