A testimate to The Impossible Project's customer service

I shoot a lot of Impossible Project film. Every day in fact as you may very well be aware. So I have had the pleasure of working with their customer service on a few occasions. Each time they have been extremely wonderful, and each time they seem to put more and more effort forth to make me (the customer) happy. But my latest interaction takes the cake.

As usual, the end of the month of October lead me to post a few "leftover" images to my 365 project blog (found at www.the-365-project.com). The blog is hosted through Tumblr and is set up so that each post gets posted as a tweet on Twitter. Well last night I threw up one image, an image that I was very disappointment at because of the chemical compound not quite living up to what it should be doing... spreading over the entire image. However I did not send an angry letter to Impossible, I did the opposite. Nothing at all. I understood that it is experimental film and that there are accidents bound to happen. Even when I posted the image all I said was

"I have been having some serious troubles with getting the developer spread evenly on PX680."

I blamed no one but myself, as I have seen many claims of issues with the camera, or storage of film etc. Any number of things that could have caused it. So I went on my merry way and took another picture that day (this one spread better).

I went to bed after posting the image online, which btw here it is:


When I woke up this morning I had a message on my phone from Twitter saying The Impossible Project had mentioned me in a tweet. "Cool!" was the first thing that came to mind, perhaps they liked one of my pictures (which is always so gratifying to see the company that makes the film you use recognize their photographers, I'd like to see Kodak or Fuji do that). Rather though it said the following:

"@ImpossibleUSA: @NMatosPDX that's not normal. will send new pack!"

That's right folks. I didn't notify them directly of the issue, I didn't call and complain, I didn't post it on a forum. I didn't even show them the tweet or the post on my blog. Someone on their end was browsing twitter, saw that I mentioned PX680 and posted an image, clicked on it, recognized the problem and corrected it. Before I even woke up. I promptly send them a thank you tweet and not a few minutes after doing so I had an email saying my order has been shipped. Didn't require an address or confirmation, they just matched my email in their database and took care of everything.

I seriously couldn't ask for better service. It is one thing to say to your customers "hey our film isn't perfect, you knew this, deal with it" but it is another realm completely to back your product 110% and actively hunt down and correct problems. Impossible, I was already going to be a life long customer, I love so much what you are doing for the world of photography. But this just locked you in, you will never be able to get rid of me now!