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Pre Approval
Post Approval
How do I contact the Special Services Team?
email: |
ss@pebblehaven.com |
| phone: |
877-777-9957 x705 |
| fax: |
781-410-3200 |
| voice request line: |
877-777-9957 x713 |
Bad weather the day of your appointment?
We will visit a property rain, snow or shine, unless in an unsual circumstance where for example the weather might make it dangerous to travel. In this case, you will be notified and informed of our available appointment times in which you could reschedule. Please note: many of the services (such as floor plans, plot plan, interior photographs, etc) that we render at a property visit are done inside in which the weather would/might not be a problem or negatively effect the photos. We also use an extensive editing process (which can for example, lighten/darken a photograph, add contrast, adjust colors, etc), or advanced image editing/composition (in which a blue sky, green grass, etc can be added to an image). For examples, click here. However, if you would still like to cancel your appointment, click here for more information.
Can you bill me less because I provide, or you already have, a floor plan?
This is one of those situations where things are not always as they may seem. There are many considerations to why we do not, including:
- Most importantly/relevantly, part of our default pricing reflects our passing along savings from an efficiency achieved by not having to lose billable service time talking about a special "situation", setting custom pricing/credits in our billing system, and/or similar. By keeping things "standardized" we are also able to ensure quality in service. When one thing is different, this can throw off other things in our system/processes.
- The only thing we really are not doing is sketching (if more than measurements are provided), which takes the least amount of time. We still measure, etc. In the case of an architects plan being provided to us, sometimes it takes a lot longer to get through all their extra details (numbers/lines/etc) than it would have just to sketch it ourselves, etc.
- In nearly all cases, we need to recreate the previous floor plan. Whether it be because we do not have source files for it, or it is simply not up to current standards.
- In a lot of cases we have to spend time to adjust a floor plan to reflect your standards, whether it be naming of rooms/areas, or what is featured in/on the floor plan.
- In the case of our having done the floor plan for another customer, we believe it is fair to all customers that one not invest less than another on the same property and if we save any time, it could possibly help offset the cost of our storing/archiving/etc files.
- There are items not related to the measuring and recreation, such as creating a document and attaching it to your MLS listing.
Additional Links:
Floor Plan Process | Cost of Additional Coverage
Can't view the proof?
The latest version of Acrobat Reader is required to view the pdf files, to download please visit:
http://www.adobe.com/products/acrobat/readstep2.html.
Do I have to email a request/response to my proof?
Although email is preferred due to the quickness in delivery of the request and the ability to copy and paste items, send images/pdfs/logos/etc, which saves time and aids in the turnaround of your request, you can also send a request via our voice request line or fax.
Can I verbally provide changes?
You can send a request or any changes via our voice request line or fax. Changes can not be given over the phone to an employee verbally because all requested items must be recorded in some way (in the clients words) for documentation purposes. This also makes it possible for more than one employee to work on the items without any verbal discussion, etc. The voice request line and fax option are for requests only, no questions can be answered at this time.
Can you send me a proof prior to receiving all of the content/materials?
Yes. Email a request specifically asking for a proof to be sent despite us not having all of the anticipated content/materials. We will not, however, send a proof in response to any question(s).
Please note, per our product/service specifications, there is a certain number of proofs included at no additional charge with any order. Thus, you may not want to utilize one of them on something that is only partially finished (due to our only having some of the content/materials).
By default, we only create a proof once we believe we have all of the necessary content/materials and they have been integrated (we integrate as we receive), and then we "automatically" send it without a specific request being made (once a proof is created).
Can you just send me one page/part of a proof?
Due to the way our "system" (software/processes/etc) is setup, we are only able to send a proof for what was ordered (not just one or a few parts of it). So, if what was ordered has two "sides", you will receive two sides in your proof.
A very small part of this (why this is, beyond the issues with the "system") is so if we receive an "I APPROVE", you understand you are approving everything (we do not have a way to store that one page/side is approved and/or one page/side is not). Similarly, from thereon all changes must be sent as a "modification request". Also, we want to be "sure" the customer understands that if we send a proof (whether it was one side or all), we do not have a way to store that as say .5 proofs. Therefore, a proof is all "sides" of what was ordered, and counts as "1" proof.
What is the process for choosing which photographs will be featured?
By default, we will of course use our best judgement (insert/include the photographs we believe will best "sell" the property). It is always helpful to be informed of which images/rooms/angles you think are of the greatest interest for the brochure when visiting the property.
After you have received a proof, we are more than happy to substitute any photograph(s) upon request. You can either request a specific type of image (from this angle, or of this room) or you can simply say you do not like one in your modification request (maybe even what you do not like about it). Obviously, the more detail provided on what is desired, the increased likelihood we will deliver something to your satisfaction. Per process, all livable room(s), including multiple angles, in the home, as well as the whole exterior, is photographed (unless otherwise requested), therefore, we will most likely have the photograph you are looking for. With the abundance of images we shoot, and the size of each file, the images as a whole can easily reach 1 GB in total file size. However, your viewing the raw images will not be able to illustrate our editing and filtering capabilities, therefore, we do recommend viewing and choosing the images that will be features. Despite this, if you would like to choose the images that will be used, you can order our"all images for mls" service.
When and how will I receive all of the photographs taken at the property visit?
Once an approval is received, all of the images taken at the property visit (including images not found in the brochure) will be formatted at MLS width (for easy upload). We will then compress all of the formatted images into a zip file and upload this zip file into your self-service area. Upon completion of the approval process, you will receive an email containing instructions on how to access your self-service area, as well as all of the images for the property listing in question. A CD-ROM is also available, click here for more information.
Can I receive all of the photographs before approving anything?
Yes, you can request our "all images for mls" service for $20. In doing so, once all of the images for the brochure have been edited completely you will receive an email containing instructions on how to access them as well as all of the "raw" (including all of the unedited and over/under exposed) photographs (formatted at mls width) taken at the listing. This does not include the floor plans, however, only the photographs. Unfortunately, per your order, the cost for the time involved for this service has not been factored into the price of the the order, therefore, it is not included.
How long will it take for my modification(s)/approval to be completed?
Please note, everything we do is in queues (there are no “special” requests/sorting of them). Regardless of when something is needed, it will always be done ASAP. On average it will take your request 2 business hours to make it to the top of the "queue" (be the next request "in line"). From there, based upon whatever your command/request(s) may be (a modification request, or an approval) will determine the additional time before it is completed. To review all turnaround times, click here.
Why does the lighting fixtures in the night shots have so much "glare"? Why do the lights in the night shots look too bright?
If the appointment is scheduled later in the evening when the sun has already fully set, the exposure must be significantly increased in time (30 seconds to, often times, a couple of minutes). The exposure has to be such a long time to gain details in the shadow areas (where there are no landscape or exterior lighting sources, ie. the roof, side yards etc.) as to avoid large areas of black in the image. However, in having such a long exposure the lights that are present in the image appear to be brighter than what one would see in real life. This effect is edited down as much as practical/possible with our post production editing techniques of blending two or more images at different exposures together. The later in the evening the appointment is scheduled the more difficult it is to edit the glare out of the images, as the difference in exposure from the landscape/exterior lights to the shadow areas becomes more and more drastic the darker/later in the evening it gets. PLEASE NOTE: Ultimately, we can make any light (or similar) look like anything (have no glare). However, it is more a matter of time/cost. For example, within each brochure order you have a limited amount of advanced image editing and image compositing time included at no additional charge. In the end, it often cost a lot less to have a different photograph to "start with" than to try to make another photograph something it is not. To get a rough idea of time/cost for advanced image editing and image compositing for something, please give us a call.
What happens if I send two "approvals"?
In the case where prints are involved, a second approval would imply that you would like an additional printing (if the original order was for 50 prints, then you would like 50 additional prints). Thus, if you reply with an "I APPROVE" to something that has already been approved, this is what we will do (unless otherwise stated, etc). Otherwise, the approval processed email will be completed and sent to you again.
Can I receive more photographs?
We typically take far more photographs than what is found in any approved brochure. The approval processed email (sent upon completion of an approval) will incude directions on how to access all of the photographs (formatted at mls width) taken at the property visit, as well as your login information to your self service area. This will include all of the "raw" (including all of the unedited and over/under exposed) photographs taken at the listing and the edited photographs found in your brochure.
If you are looking for additional edited images to put into mls, you can order our "five additional photographs edited and formatted (for mls)" service in which images will be chosen (if you have reviewed the photographs from the property visit and know which ones you would like to use, please let us know upon ordering), edited (using our unique editing process), and formatted for mls. To do so, simply contact us. This service is $49 (sold in increments of five only).
Can you have prints delivered to an address other than the office I am a member of?
Yes, to have us do so simply include the address and acknowledgement in your approval email (not later than).
When are the photographs/information (uploaded to and then) live at the custom domain name that I have with my order?
After your "approval" on/for the brochure in question has been received and processed.
If another agent is selling the same property in the future, are they able to just utilize all that I paid for?
No, similar to most wedding and other types of photographers/etc, our work is covered under copyright protection. Only the party whom paid for the work is licensed to and can legally utilize it. We can extend a license to a new party at no charge, upon emailed request of/from the paying party. After this takes place, files/information that we previously provided can be distributed to (and utilized by) the new party from the paying party. Or, if the new party would like us to gather/provide and/or make ANY upgrades/updates to previously completed work, we would treat the property as a "relist" for the new party, where they would get our full service(s) at a discounted rate. If we are not sent such a request from the paying party, the new party would be required to pay full/regular pricing for services that they would like to take advantage of, just as you did.
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