Water mark in my photos

Alejandra Fernandez's Avatar

Alejandra Fernandez

11 Sep, 2019 09:18 AM

Good Morning,
My name is Alejandra Fernandez.
I hire with the company named Fotoevents Huesca their services as photomaton in my weeding. They had some problems with the machine and the licence with your program on the day of my weeding and I have the pictures with your water mark in the middle, as they have been used a demo instead the original program.
I complained to them and they said on the day of my weeding (24th of August) their licence expired and in the same moment the bought a new one, but something happened in the machine and instead run the normal version "someone" ran the demo version and it is for this that water mark is all my photos.
So I would like to know if its possible to remove the water mark, I thought maybe it possible for you, as owners of the software and taking in count they have bought your software with licence. Do you think it would be possible?
Thank you very much,
Kind regards,
Alejandra

  1. Support Staff 1 Posted by Rob (ZCZ) on 11 Sep, 2019 11:26 AM

    Rob (ZCZ)'s Avatar

    Hello Alejandra,

    I am so very sorry this happened to you. It seems that the company that did your wedding was not experienced using the software or they didn't actually have a valid license to begin with.
    There is not an "expiry date" with Sparkbooth licenses. They are good for life.

    The watermark is an unremovable mask that is applied at the time of photo processing, there is no "clean copy" saved.

    I would demand a full refund AND a free event from them.

    Feel free to ask any more questions you may have, and again, we are sorry this happened.

    -Sparkbooth Team

  2. 2 Posted by Alejandra Ferna... on 11 Sep, 2019 01:40 PM

    Alejandra Fernandez's Avatar

    Thanks for the information.
    They told me that they have bought your licence for sure.... Is there any way to you to check if this is true?
    Thanks
    Kind regards

  3. Support Staff 3 Posted by Joe Connell on 11 Sep, 2019 01:48 PM

    Joe Connell's Avatar

    Do you know their email address? The license is registered to an email that they provide when they make the purchase... I can check our records for their email.

    But in your case, it would not matter... you hired them to perform a service and they did not provide you with what you hired them to do. You should not be searching the internet for what software excuse they handed you... you should be requesting that they give you a full refund. They are at total fault here, not the software or any other problem they encountered... if their printer jammed up and they could not print, would you be contacting all the printer companies ???

  4. Support Staff 4 Posted by Rob (ZCZ) on 11 Sep, 2019 01:49 PM

    Rob (ZCZ)'s Avatar

    If you would like to invite them to this conversation we can get them sorted out.

    http://help.sparkbooth.com/discussions/questions/86092-water-mark-i...

  5. 5 Posted by Alejandra Ferna... on 11 Sep, 2019 02:00 PM

    Alejandra Fernandez's Avatar

    Thanks so much for all your help, I know your are right in the sense I should not doing this, but they do not assume their responsability so I must take my own way to find what was going on.
    I prefer for the moment no invite them to the conversation, I will tell you what you tell me and if they do not accept them I would invite them here.
    The email adress that I have is [email blocked] or [email blocked], but I do not know if is the same that they would be used for purchasing the licence, anyway, could you please try with these ones?
    Thank you so much
    Best regards,
    Alejandra

  6. Support Staff 6 Posted by John Wu on 11 Sep, 2019 02:13 PM

    John Wu's Avatar

    I do not see any licenses under either of those email addresses. Have you
    tried contacting them to find your license?

  7. 7 Posted by Alejandra Ferná... on 11 Sep, 2019 02:17 PM

    Alejandra Fernández Martín's Avatar

    Do you mean to find their license?
    They told me they have the license but I do not know any number and
    anything more...

    El mié., 11 sept. 2019 a las 17:13, John Wu (<
    [email blocked]>) escribió:

  8. Support Staff 8 Posted by Joe Connell on 11 Sep, 2019 02:18 PM

    Joe Connell's Avatar

    I checked both emails and they do not have any license registered with the software.

    I did visit their web site https://www.fotoeventshuesca.es/ and you should point out to them what its says on their web site
    Responsible technician during the wedding or event to celebrate.

    I personally do 100's of photo booth events every year and have never had any issues using the Sparkbooth software. This company you hired is responsible 100% for any events that they do and should not try to pass the problem to what software they used. They offer a service and if they could not perform that service, they are responsible to their customer a full refund. It would not matter what reason they could not perform the service, you hired them and they are responsible.

  9. 9 Posted by Alejandra Ferna... on 11 Sep, 2019 02:31 PM

    Alejandra Fernandez's Avatar

    Anyway the main point of this email was to know if for you, as owners of the software was possible to remove the water mark, it is a pitty than no, but thanks for all the rest of advices.
    Kind regards,
    Alejandra

  10. Support Staff 10 Posted by John Wu on 11 Sep, 2019 02:34 PM

    John Wu's Avatar

    You were suppose to activate the software first using a license, then the
    software will not apply the watermark to any of the photos. You cannot
    remove them if they are already applied.

  11. Support Staff 11 Posted by Joe Connell on 11 Sep, 2019 02:37 PM

    Joe Connell's Avatar

    SORRY... Typo in that last message...
    Should have read....

    They were suppose to activate the software first using a license, then the software will not apply the watermark to any of the photos. You cannot
    remove them if they are already applied.

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