I've used blurb about 5 times now after being told about it from a friend. I've mainly made holiday books of the family and kids and always found the process good fun using the intuitive book smart software as well as tte actual process of going through and picking out the photos to go into the book. I particularly like the multiple page templates available when creating a book which give you a really nice way of laying out photos in a variety of ways and styles and the ability to zoom, adjust the size and add text is really good.
I've normally gone for tte premium paper and image wrap which I've found to be really good and professional looking . The latest book I did for a friends wedding I went for s large square boom with the top of the range pro pearl paper. The results are superb.
The customer service comment was due to tte speed or response I've had when asking any support type questions and help when I had an error (my mistake) on one of tte books. It was quick, friendly and really helpful. I can 't reconmend blurb enough and will be using them for years to come!
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