Silverprint UK

[Struan Gray]

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]

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]

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]

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]

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.]

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]

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]

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]

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]

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.