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12-31-2014, 05:50 PM   #1
Pentaxian




Join Date: Oct 2006
Location: Woodinville, WA USA
Photos: Gallery
Posts: 1,142
Review acceptance on B&H

I recently sent in two reviews on a Prim Film XA Slide and Negative Scanner and they have not been posted on the B&H website.
Both reviews were verified per your power reviews process.

I grant you, that both reviews were as negative (star rating) as I could enter. The scanner scratched the film strip I used to initially verify that the hardware/software and to prove it I included crops of the scratched frames. My correspondence with B&H and their return activities are not in question.

What is B&H's policy on publishing negative review?

Review #1
------ on 12/23/2014 Your Rating: 1 stars
Headline: Scratched film destroying it.

Cons : Difficult to Load, Scratches Film Strip Describe Yourself : Frequent User Primary use : Personal Computer Platform : PC

The instructions say to insert a film strip emulsion side UP. Film strips curve towards the emulsion side so getting the film to insert is an issue. When film is inserted "correctly" the image is backward (image 1) and the automated movement of the film strip will scratch the acetate well beyond recovery.

Image 1 5000 dpi crop - film strip inserted per instructions - emulsion side UP.
Image 2 5000 dpi crop - film strip inserted emulsion side DOWN.

Film - Kodak Gold
Camera - Fujica ST801
Location North Island New Zealand Dec. 2003

Image #1: Image 1
Tags:Using Product

Image #2: Image 2
Tags:Using Product

Review #2
--------------- on 12/30/2014 Your Rating: 1 stars
Headline: scratched film - returned to B&H

Cons : Scratched Film Strip
Describe Yourself : Frequent User
Primary use : Personal
Computer Platform : PC

The scanner scratched my film strip beyond repair. If I could give this device a negative rating or zero stars I would.
I sent it back to B&H

Image #1: Unprocessed TIFF output
Tags:Using Product

Image #2: TIFF process with "Magic" software Tags:Using Product


Why were these review rejected?

PDL

01-04-2015, 02:47 PM   #2
B&H Photo Specialist
Chuck-B&H's Avatar

Join Date: May 2010
Location: New York
Posts: 856
Hello,

The review process here at B&H has several phases that we use to insure that reviews posted on our site are helpful, insightful and relevant to other customers reading them.

The first step is comments are reviewed for inappropriate language, issues unrelated to the item and concerns generally considered Customer Service related [a price changing or a delay in shipping as an example].

The next step is to verify that the customer leaving a comment, especially a negative comment actually purchased the item. If a negative comment is made, the next thing we check to see is if the item had been returned and or exchanged. If you no longer have the item, you cannot be a verified owner. A manufactures QC can only catch so much and to be fare to our vendors [as well as our customers] we want to be sure that a customer having a negative experience with a product purchased from B&H returns it and gets a new one. A negative comment will most often not be published unless we can verify that the experience was repeated a second time with regards to functionality [ I see we issued you a credit for the scanner on 12/23/14].

The final phase it to determine if the comment is a review or complaint and will other potential customers find the post helpful [good or bad].

During the processing stage, film is wet and immersed in chemicals. During the drying phase, a film or printing paper’s emulsion will shrink causing it to curl inwards. The curl is how an experienced darkroom worker knows the sensitive side, especially with enlarging paper.

The manual states; “Insert the filmstrip with emulsion side up from the left film entrance. You can load the film easily by holding around the 3rd frame of the filmstrip when inserting, film strips/rolls are inserted facing dull side (emulsion) up”.

A graphic shows hands pinching the film to reverse the natural curl to get it started. Inserting the film with the curl reversed or on the wrong side could have meant it loaded incorrectly. I used this unit for many years when it was branded under the Kodak label at a high school and never had a similar issue. Had we spoken earlier, I would have suggested exchanging it for a scanner that used a film strip holder.

The XA’s unique feeding design allows it to batch scan an uncut roll of 36 exposure film.


C h u c k C a p r i o l a
Live Chat and E-Mail Sales Manager
B&H Photo-Video
B&H Photo Video Digital Cameras, Photography, Camcorders

Thank you for choosing B&H, we appreciate your business.

*** Peace on Earth ***
01-04-2015, 11:03 PM - 1 Like   #3
PDL
Pentaxian




Join Date: Oct 2006
Location: Woodinville, WA USA
Photos: Gallery
Posts: 1,142
Original Poster
I appreciate an answer, however:
1, I have been shooting, developing and printing film (print and slides) for over 50 years and I know all too well that film will curl towards the emulsion.
2. As mentioned in the review, I read the instructions and followed them to the letter.
3. This is not the first Prime Film scanner that I have owned, I have a Prime Film 1800u which does not work with Windows 8.1 x64.
4. There are at least two reviews on the B&H where the device was returned with one star ratings - verified user?
5. I have returned the device, but it will not hit your return center until Jan 6th so by your book keeping I am a verified user. The reviews were verified by your verification process and both passed.
6. I do not have an issue with B&H's response to my request for return, however I do have an issue with the "attitude" of your response given that I have received three (3) requests for a review of the scanner (two review requests were received after the device was sent back, the last one was ignored) and one question to answer a comparison question. Please note that I responded to two (2) of the review requests with the answers given in the original post. The comparison question I did not respond too since I do not have any experience with the other scanners the individual was asking to compare. Now I could have been a pedantic jerk and gone off and ranted about what a lousy scanner this thing was, but I did not. I simply stated what happened to my film strip (thankfully I only put one four (4) image strip through this device).

Please do not feel the need to follow up on this comment. I am done.

PDL

Last edited by PDL; 01-04-2015 at 11:07 PM. Reason: Clarification
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