Memory Lane Video

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st!

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st, our contract states that we make every effort and attempt to provide the wedding film promptly after the wedding, which usually can take 2-3 months. During the slower wedding season and upwards to 4-5 months during peak, busy season. However, due to the COVID situation that was in place, our delivery stretched beyond the month mark due to several factors beyond our control: With your wedding taking place in September and in the Fall/Winter of 2020, where COVID cases in Las Vegas were at such staggering numbers, we felt that we owed it to our team and their loved ones to be more diligent than ever in our efforts to keep them safe. Unfortunately, this all translated to more time required to perform what would have been "normal operations" in the pre-COVID era. We understand and apologize for the inconvenience this caused you as you received your Wedding Film shortly after the 2-3 month window, but we stand by our actions, as the health and safety of our staff is paramount. Secondly, you stated that "we continued videoing weddings" during that time. Yes, that is true. Every bride, like yourself, deserves to have their special moment captured, and our business is built upon capturing those once-in-a-lifetime moments. COVID didn't cause us to stop capturing these moments altogether, as we can still execute our role while remaining diligent about COVID protocols. Please know that videoing content from a wedding is not the time-consuming part. In all honesty, filming is the easy part…it is the post-editing-wedding requirements that are time-consuming. It's the review of multiple camera footage. It's the careful filtering of raw content to capture those unforgettable moments. It's then editing those moments to convey our couple's unique love story creatively. As you mentioned, you purchased the raw footage, and you can see that your wedding had hours of raw content between the three cameras we had on-site for your wedding. We went through every minute of footage from those cameras to tell your unique wedding day. Although it took our editors more time than the usual 2-3 months estimated in our contract, an estimate based on pre-COVID operations, we hope you can understand the level of effort that went into editing your film and every other film we edited after that. We can assure you, none of our couple's love stories are ever "put together in 10 minutes." Next, your comment that we did not crop out a sound pole and photographer in the background and continued to assume that it is easy. Video is ever-moving. As we film, we are 100% focused on capturing the main subjects (you and your husband), in addition to all the secondary subjects/interactions (your guests and families). The Las Vegas wedding market is surprisingly tiny, which causes us to build strong relationships with the other vendors hired to work weddings, such as the photographer you hired for your wedding. Collectively, we make every attempt to navigate each other in a manner that won't interfere with each other's shots. This is the last thing we ever want to occur during a wedding. That said, because photographers and videographers are constantly moving to capture those perfect moments, we will sometimes inadvertently get caught in each other's shots. It happens, and honestly, it comes with the territory of being a part of a wedding. Now to your assumption that cropping out a photographer or a sound pole is an easy thing to do. As someone who has worked in this business for more than 15 years, I assure you it is anything but easy. As mentioned, the film is ever-moving. Sometimes we can crop out, and other times, we can't. Now, your comment about requiring our couples to have any changes sent to us within 48 hours from the initial delivery of their videos being tight and overall unrealistic is fair, especially as our client have their lives, families, and jobs to tend to. We have reviewed this and will be adjusting our policy in the future. We do very much appreciate the time you took to get us your changes within those 48 hours. However, we would like to point out that we did accommodate your "extensive list of changes" as you requested, in addition to the second round of changes/edits you had. You asked for changes and then more changes to the changes. which included requests such as "removing shots of musicians because I do not want to see the musicians in masks" or "using other lighting or something to make us look a little better." As your vendor, we are with you from the moment you start getting ready, through your "I Do's," to your send-off. Because we are such a big part of such a critical day, we try to get a good feel for the vibe of the wedding we are filming. Is it chic? Is it rustic? Is it modern/contemporary? We then use this vibe in our editing process to combine all these moments with music that complements that vibe. Many, many times, our team is spot on with our music selections. Unfortunately, sometimes, they aren't. I'm sorry you were not a fan of the initial music selection we chose for your film; as you requested, we also changed the songs you asked us to replace them with. I do want to call out that changing music is not as easy as it seems because the shots used in the film are so closely interwoven with the music selection. It requires each shot's timing to be reassessed so that the flow with the music is maintained. The point is, we made every effort to accommodate your requests at no additional cost to you, which the contract you signed states further edits would have a fee. Further, as a business, I want to iterate that we keep a record of the final films (preview, highlight, and feature) after they have been signed off on. After the multiple back-and-forth emails and changes, we ultimately received your approval via your sign-off. You noted this in your review. Once we receive the final sign-off approving the films, we upload the last edited files onto a storage cloud as part of our records retention policy. The project files used to create the video are not held onto once our clients receive the sign-off, as each project file within our editing software platform can be upwards of 200GB per wedding. Your review states that a few months passed after you had signed off on the final product and could not let it go and reached out again to make more changes. Per the contract you signed, our policy states that once a project is approved and signed off on, it is marked as complete and final, initiating our record retention policy of moving the final films to our backup drives. When you suggest sending the raw footage to make further changes, you are asking us to recreate the entire film's project files, which repeats the entire film's editing process from the very beginning. Per our contract, this request is above and beyond the scope and terms of our change request policy and is an overall unreasonable request. We will always strive to produce a product that meets all your requirements, but making such a request after sign-off is outrageous. I'm sorry to hear you were unhappy with Memory Lane Video. As a vendor whose business model is centered around weddings, we understand how important the wedding day is. It's a once-in-a-lifetime moment that you want to memorialize forever. With the multiple exchanges we had, which included making all the changes you had asked for, we feel like we delivered upon your asks by way of your sign-off. We sincerely try to make all our couples happy with our service, and with your particular wedding, we feel we did everything reasonably possible to make you happy. After numerous re-edits, emails back and forth, and more changes to the re-edits, we were able to get you what you wanted, and you signed off on it. Again, we appreciate your review and do want to call out that your wedding was beautiful. We wish you and your husband the best of luck, and may health and success embellish your lives for many years to come.

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ces. We wish you both the very best for the brightest future. xo

uly honored. You can view their fairytale wedding here on our blog. www.mlvnv.com/

Lane Video. We strive to be the VERY BEST in our industry. Your assessment of our services reinforces that we are on the right path. Thank you to you both for sharing your special day with the Memory Lane Video Team. We wish you both the very best! - Ricky & John

u for including Memory Lane on your special day.

does on a daily basis.

ppreciate it.

ful wedding. We wish you both the very best, always. Cheers! http://mlvnv.com/historic-5th-street-school-erin-bobby-las-vegas-wedding-videographers/

to a lifetime of love, happiness, and prosperity!

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ur feedback. You both were a blessing to work with, your enthusiasm, cooperation, and kindness made the process that much more enjoyable. Thank-you.