As a customer, when things go wrong, you have 2 options. 1. Complain - You did that and nothing was done. 2. Take your business elsewhere - In other words, get a new lab. That seems to me to be your only option at this point. You'll notice that the 'tramlines' run along the top edge of the entire film - the top edge of the horizontal shot and right side of the vertical shot - this means you turn your camera clockwise (from your POV) to shoot a vertical. So, the assumption is that the lab's processor has dirty rollers - grit caught in them, which scratches the film from beginning to end. Not good. I'd shop around for another lab. mac