It’s been awhile since I posted the first part of my Legacybox review.
About four months now.
I apologize for keeping you waiting. I know some of you have indeed been waiting because we chatted about it on my Facebook page.
So here’s what happened…
Things started off great
After shipping off my Legacybox filled with family memories, the company kept me informed of its progress along the way.
I received emails confirming that they received my box, when they began digitizing my VHS tapes and when they began the rendering process of the digital files.
At that point, I was thinking, “Awesome! These Legacybox folks are really on the ball.”
I really liked the frequent updates from the company, especially since my irreplaceable family memories were in their hands.
On July 23 — a month and three days after the company received my order — I received an email that it had been shipped back to me. Yippie! Legacybox included a FedEx tracking number in the email so I could track the delivery of my order, which I received a week later.
At this point, I still was very impressed with the Legacybox service. They digitized a “Closet” size box of 20 items in a month’s time. I thought it was a fair time frame given the shipping back and forth, etc.
In addition, the discs were titled exactly as the original tapes — for instance, if my VHS tape was labeled “Recital 1990” that’s what Legacybox labeled the corresponding DVD — which made finding a particular memory a breeze.
The Legacybox staff attached notes to a few of my tapes, indicating that due to their age the transfer might not be the best but they did what they could.
Every memory I sent the company seemed to be accounted for and everything looked good.
I pulled it out of the paper sleeve it was shipped in and noticed lots of tiny scratches on the underside of the disc. I opened a few more of the sleeves and looked at the discs. More scratches.
Now, I don’t know if you’ve ever tried to photograph scratches on the underside of a disc, but it’s not easy! I did my best though, as I wanted to document it for you as well as to show the company.
Against my better judgment, I decided to put the “baby home movies” disc into my DVD player. The disc played for maybe five minutes and then FROZE. When I say froze, I mean I could not stop the disc nor eject it from the player. I couldn’t even turn off the DVD player. It was just STUCK.
As you might imagine, I was not happy at this point. I sent my husband a text immediately and told him about the problem. Later when he got home from work, he had to unplug the DVD player and pry the tray open to retrieve the stuck disc.
I didn’t want to write a bad review…
…without giving Legacybox a chance to make things right first. So I used the “live chat” feature on its website to voice my concern about the scratched discs.
Live chat referred me to email support (firstname.lastname@example.org) where I received a response within 40 minutes. That’s an amazing response time so I was really grateful to receive such a quick reply.
Legacybox offered to set up a return for me with a prepaid shipping label. I was a bit uneasy about having to ship EVERYTHING — including all my original tapes — back to them again but it seemed like the only option.
The return process
After that, the communication stopped. I didn’t receive frequent update emails from the company like I did with my initial order. I was left hanging for more than three weeks.
On Oct. 9, I received an email that my return order was being shipped back to me. I received it on Oct. 15.
What I received from Legacybox
Previously with my initial order, the discs containing the digital files were wedged between my tapes and the back of the box, which I suspect is how they got scratched.
My guess is the discs slid around enough in that space during transit to cause the discs to be scratched by the paper envelopes.
This time, with the discs packaged on top of the VHS tapes, they seemed to be packed more securely. Upon inspection of the new discs, there was only one disc with the faintest of scratches, and one with some smudging from a hand or something. Other than that, this batch of discs looked great and was a huge improvement from my initial experience… yay!
Free USBs for the trouble?
I also want to note that Legacybox included two USBs with my return order. They contain all my digital files. Legacybox offers this option as an add-on to their boxes during the initial order process. The prices range from $15.95 for an 8GB thumb drive with the $75 Starter box to $49.95 for a 64GB thumb drive with the $500 Closet Box package.
I did not order these USBs. Legacybox did not include a note or other documentation explaining their inclusion in my box. I’m left to assume that Legacybox sent these complimentary thumb drives to me because it was a return order and they were trying to make things “right.” I appreciate the gesture, as it will make it easier to share these files digitally with friends and family.
As part of their regular packages, Legacybox includes digital files on CDs with your order. But, because both the CDs and the files are only labeled with your order number, it could be time consuming to figure out which CD has the file you are looking for.
With the USBs, the files are easier to access because multiple files are loaded for previewing (as opposed to inserting one CD into your desktop disc drive, waiting for it to load, looking at the thumbnail then realizing it’s not the file you want, so you have to eject the CD and insert another one).
Would I use Legacybox again?
Yes, I would use Legacybox again to preserve my family memories. Despite my initial order arriving with scratched discs, the company did do everything in their power to make things right. The company re-digitized my entire order on fresh discs at no additional charge. Legacybox also sent me two complimentary USBs containing all my digital files. To me, this demonstrates the company is serious about customer satisfaction.
I also want to be clear that I’m not affiliated with Legacybox in any way. I paid for the Closet box package last fall during one of their sales, which I explain in the first part of my review. I chose to blog about my experience because I didn’t see many Legacybox reviews online when I did a search last year prior to purchasing a box.
No matter what kind of service you use, I truly do believe there is a lot of magic in preserving family memories.
Have you used Legacybox to preserve your family memories? I’d love to hear about your experience. Let me know in the comments or chat me up on Facebook, Twitter or Instagram.