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Poor customer service

We found Hollywood Home Movies because we wanted to provide a live web-stream of our wedding to family and friends who were not able to attend our wedding. The process of making arrangements at the church, to make sure the web-streaming would work took a bit of effort, but the necessary arrangements were made. Things were ok the day of the wedding, and we were informed by those who took advantage of the live web-stream that it was excellent and they felt like they were there, which was great. Unfortunately, our dealings with Hollywood Home Movies quickly went downhill after that. It took many weeks and e-mails back and forth to finalize the wedding DVD. After reviewing the first version, we provided a list of requested changes and then ended up with a completely different video all together for the second review. Since the DVD was not the main reason for using Hollywood Home Movies, we ok's the video and proceed with getting the DVD's. The agreement we had signed stated that we would receive 5 DVD's as part of the package that we purchased, however when the DVD's were mailed, there were only 2 copies provided. When asked about the remaining 3 DVD's we were told that the 5 DVD's stated in the agreement was a misprint and it should only have included 2 DVD's but if we wanted the remaining 3 copies, we should send $5 for these to be mailed, or we needed to pick them up in person, even though we live outside of the US. We were informed that Hollywood Home Movies only mailed the 2 DVD's as a "favor" to us, because normally customers pick the DVD's up, although we had not been informed of this previously. We were also informed that we had breeched the contract by making our own copies of the DVD, however we were not able to find any language in anything we had signed stating that once final payment had been made we could not make copies on our own, even after asking Hollywood Home Movies repeatedly to show us where this information could be found. 7 months after our wedding, we have finally obtained the final 3 of the 5 DVD's that were included with our package, only because we made arrangements to have them picked up in person. We are happy that the web-streaming portion of the experience was positive, however everything else involved in this service was very frustrating, inconvenient and disappointing. We would not recommend Hollywood Home Movies and we would not do business with this company again.


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