Bad vendor - What to do? (NWR) - Updated in Comments

WinstonsGirl

So DH and I did a scuba trip while we were on vacation.  We picked the company based onTripAdvisor reviews, which were phenomenal.  Our day wasn't so much.  We were picked up over an hour late, after we called.  I think the guy forgot, or slept in.  The dive itself was good, though I felt like we were being treated like idiots in regards to equipment.  Whatever, he probably used to tourists, some who don't have ay clue as to what they're doing.  Anyway, our package included photos of the dive (he had a Go Pro and took photos throughout, cookies and hot chocolate in between the 2 dives and the 2 dives themselves.  We didn't get our snack, but really, I can let that go.  

We had a second dive booked the next day, and brought it up a couple of times, the second asking if we were still on for 9am (just checking to confirm the time).  Our guide phoned the company owner (who we had been talking with via e-mail to book it all) and told us after that visibility was shitty, so the dive was being cancelled.  I e-mailed the person we had been booking through when the guide was late and again after the cancellation of the dive to confirm that the dive was cancelled for the next day (mainly to cover my ass).  I never heard from him either time.  

It's now been 1 month and 2 e-mails (1 the day of, one last Friday after we got back) and we still haven't received the link to our photos.  I could care less about the not super service at this point.  I just want the pictures.  Other reviews on TA have said they had them within 1-2 days after the dive.  The dive itself was amazing.  Do I try another e-mail??  Do I just put up the shitty review on TripAdvisor??  If I had the photos now, I'd probably just leave it at that, or give them a better review at least.  How do I get my photos!?!?!?!?  

SBmini

I would call them, but I would also leave an honest review on Trip Advisor. It can lead to faster service for you, but it will also help ensure others don't have the same experience later on.

WinstonsGirl

I haven't considered calling, since they're in Iceland, but I might have to bite the bullet on this one.  I always worry about bad reviews, cos they'll know it's me and then not send the photos, but I suppose I don't have them anyway, so it's can't make things worse.  I'll have to get up early tomorrow to call them.    

AprilH81

WinstonsGirl said:

I haven't considered calling, since they're in Iceland, but I might have to bite the bullet on this one.  I always worry about bad reviews, cos they'll know it's me and then not send the photos, but I suppose I don't have them anyway, so it's can't make things worse.  I'll have to get up early tomorrow to call them.    

This...  It can't get worse!

I would maybe try one more time to get the pictures.  If they don't respond within a reasonable amount of time I would write an honest review detailing all the problems (not just the lack of pictures) so that someone else goes in with advance warning if they decide to book.

WinstonsGirl

We only paid for the 1 dive, since it was pay after you dive, and the photos were part of the package. They basically take photos, then upload the files, so there isn't any cost in terms to printing unless we want to do it. But we didn't pay for the second dive at least, otherwise I'd be raising hell.

SBmini

I don't think they would withhold your photos if you give them a bad review. In fact... that's probably illegal. If anything, your concerns aren't getting through to the people they need to get to. Writing a fair and honest review with negative remarks is more likely to get attention and resolve your problem. They have a good Trip Advisor rating, which means they are probably good at what they do. If you complain, that hurts their future business and makes them more likely to send you your photos, apologize and ask that you update your review- then say f you and hold your photos hostage. 

Many businesses are savvy today at the negative impacts of trying to force people to say nice things about them online in exchange for services they were promised. Look at Southwest and the asshole who tried to cut in line when boarding with his kids. Asking him to remove a negative tweet caused way more problems than had they just ignored him. You can always go to the local papers or the consumerist... and they know that. 

OnionBreath

I would work harder to get the photos before leaving a review.

I would go through the person you booked, and through the company as well. Call through an internet phone service like Skype. You might even have a free trial.  If that doesn't work, I would work with your credit company, they might be able to put a dispute in (since you didn't get everything you paid for) and that dispute normally prompts the vendor to reach out to the customer to see what the issue is.

Your credit card may also have some protection services that can assist you with this.

I wouldn't write a review until I was pretty much certain that I couldn't get my pictures....and then if I got them or not, I would be writing it.

WinstonsGirl

I'll give him a call tomorrow.  The person I was e-mailing is the company owner, so no going any higher.  I'm not too concerned about long distance costs.  It can't be that much for a few minutes.  

lovesclimbing

WinstonsGirl said:

I'll give him a call tomorrow.  The person I was e-mailing is the company owner, so no going any higher.  I'm not too concerned about long distance costs.  It can't be that much for a few minutes.  

Depending on his response (and on if you get the pictures right away), I would let him know that if you don't get them, you will be writing reviews stating that you didn't get the pictures that were part of the package.

Also, what @onionsbreath said.

WinstonsGirl

I phoned this morning and left a message.  I gave both my phone and e-mail, cos I think long distance is ridiculous over there, as well as all of the info the needed from our dive.  I have asked for either the link to our photos or an explanation of when we will receive them or if they need more information.  

Here's hoping he actually gets back to me

Sugargirl1019

WinstonsGirl said:

I phoned this morning and left a message.  I gave both my phone and e-mail, cos I think long distance is ridiculous over there, as well as all of the info the needed from our dive.  I have asked for either the link to our photos or an explanation of when we will receive them or if they need more information.  

Here's hoping he actually gets back to me

Good luck! That's so frustrating

msuprincess04

You went scuba diving in Iceland? Wasn't it cold?

WinstonsGirl

Yup.  Water is about 2C all year round (it was in a glacial fed lake).  We're dry suit certified, so it wasn't too bad.  I was only cold on the second dive cos my suit leaked.  I was soaked down to my knees.  DH stayed dry and was super warm.  We wear a think layer of winter underwear and then they gave us these fleece suits for under the dry suit.  

My fingers got a little cold inside the gloves, and by the end of the second dive, my lips were so numb that I had water leaking into my mouth that I had to breath around.