Here's the latest letter (December 19) from Lifetouch:
Dear parents and guardians,
Recently, you received a letter from your district explaining steps that Lifetouch is taking to rectify some of the issues parents have had with their fall picture packages. One of those steps was to print a picture package free of charge for every student in the district. That package was supposed to be delivered before Winter break. Unfortunately, we continue to have challenges in our manufacturing facilities that have delayed that delivery until after break. We sincerely apologize for that delay. We value the trust you and your school places in us to capture your child’s school memories. We hope to have our manufacturing issues resolved soon so we can get back to providing the same quality and service that school communities have grown accustomed to with Lifetouch.
Lifetouch National School Studios
This past year, Lifetouch merged with Shutterfly through an acquisition. We believe this move has many value-added options for our families in the near future, such as cloud storage of your students’ photographs throughout their whole education at Northmont as well as many optimizing tools, quicker turnaround time on proofs, and delivery of products in a broader digital format. Through this transition of the companies, they experienced issues with equipment and software programs merging together. We are working with Lifetouch to resolve these issues that many of our families are having. Our Lifetouch representatives acknowledge the seriousness of these issues and stand by their 30 years of commitment and service to our district. They are offering the following solutions to help ease the impact on our families:
Lifetouch will provide EVERY family whose child(ren) has been photographed in grades PreK-11 with a FREE picture package of reprinted Fall pictures. These packages will be sent home with your child before Winter Break.
The apology letter below from their CEO outlines a FREE holiday card package that can be designed through Shutterfly. A card with details will be sent home with every child.
They have offered to cover the cost of a nationally recognized speaker on the topic of social and emotional issues for a High School assembly.
Finally, they will offer all Northmont students an additional 50% discount on spring pictures.
We understand the magnitude of the issues you are experiencing and ask that you work with the district and Lifetouch, which has provided high quality products and services to our district for more than thirty years.
Dear Mr. Knecht,
Thank you for allowing us to photograph your students. Unfortunately, despite our best efforts, your picture package delivery experience this fall has not been up to our normal standards. We sincerely apologize, as this is not what our customers expect, nor deserve, from Lifetouch. As a token of our appreciation for your patience, we’ve included an exclusive Shutterfly gift for you to distribute to all Northmont families. We hope the 15 free cards + free shipping helps in some way to ease the frustration your families are likely experiencing. We value the trust you and your school place in us to capture and preserve your students’ important memories. We appreciate your understanding, and we are making every effort to produce and deliver high-quality picture packages to your families as quickly as possible, for this Picture Day and beyond. With sincerest apologies,
Greg Hintz President |Lifetouch 11000 Viking Drive Eden Prairie, MN 55344