"They state they have satisfaction guaranteed. For me, they strung out the response process for so many months that I could no longer file a credit card dispute, then claimed that 1) their email system hid my emails (selectively); 2) the blank disc replacement got "lost in the mail"; 3) their technicians did not ruin my pictures because they're very careful; and 4) a four month turnaround time is "normal," as is charging customers several weeks before material is delivered. They received my pictures on 16 August and finally delivered (1/3 of) them on 2 November.
Priceless family photos were ruined; It took numerous emails just to get the blank disc replaced; no actual guarantee of anything except slow and inattentive service, excuses, and dishonesty. (I have a series of images and screenshots to prove each of the points where they changed their story or failed to provide service.)
Horrible little fellow called Justin is the only one who does respond... though it's usually to say my email was lost or misdirected or any excuse short of "the dog ate your photos of your deceased grandfather.""