Shutter & Sound | Photo & Video

king through this problem via email. Given your extremely positive reaction to the majority of your deliverables, we do feel this review may be misleading for future couples, and it is our responsibility to them to reply. For future couples, please see their videos here to assess for yourself: https://mediazilla.com/FOMghthJyU Obviously the 20 minute shot of a wall was simply a camera that was not turned off -- to imply that we intentionally filmed a wall or even that we are incompetent simply because we didn't turn a camera off is a bit disingenuous. We are extremely transparent about the timing of the day we require to produce our style videos and in our 6-week email did mention that we need 90 minutes prior to the bride dressing for our start time, and typically conclude 30 minutes after open dancing or the last main reception event. It's mentioned that this timeline and the footage we get during it is specifically intended to round out your highlight video. As you expressed that the reception was important to you, we were happy to compromise and extend. The six-week check-in email where this is explained also notes the reception events we consider “main events” that get recorded in their entirety, and no issue was brought up with these at that time. The contract further notes that other cultural dances and events are NOT considered “main events” but can be recorded fully and added to the multi-camera edit for an additional fee if requested prior to the wedding and that raw footage is not a substitute for a multi-camera edit chapter. You opted not to purchase this. Your requests on your pre-wedding survey were: "Bridal Party Intros, First Dance, Father/Daughter Dance, Mother/Son Dance, Speeches (Dad of Bride, MOH, Best Man) Bride/Groom with family, Cake Cutting, as much dancing during the reception as possible." For our clients with specific and important cultural reception elements, those are typically noted here or specifically timed out in the timeline during the evening for photo and video's benefit by the DJ or venue. In addition to that, there was no mention of important cultural elements specific to the wedding in our Getting To Know You survey which means our videographers can only use their best judgement on what to capture.  Despite this, we truly empathize and understand that the elements that were not captured are important to you as a couple and their absence from the raw footage is a disappointment. We spoke via email about a possible substitute for Cella Lune and are still happy to work with you on that if you change your mind. However, we feel that our explanation has been mischaracterized here. - We clarified that we couldn't confirm for sure why it was not captured as it wasn't mentioned until months after the wedding and the videographers couldn't recall for certain, but that it is not a song we often receive requests to capture in particular. This was not worded as thoughtfully as it could have been and for that we are sincerely sorry. - The videographers explained that they did not feel they had adequate notice of the standing introduction for your grandmother and weren't made aware of where she would be, and that things happened too quickly for them to get the cameras angled and prepared. We agree this is unfortunate and while videographers are human and errors do happen we will be reviewing this incident to see what can be improved going forward.  - While we don't require a call prior to the wedding, your lead videographer's number was provided prior to the day of the event and we are always happy to arrange a call at the client's request.   We are happy to refund the raw footage as it did not meet your expectations and hope this helps ease the frustration and disappointment somewhat, but mostly we hope that eventually you are able to look back fondly on the beautiful footage that was captured and the gorgeous edits we were able to create for you from a truly beautiful wedding day.