I had a similar problem with a heartless video shop manager. A couple of months before dh died, we bought a video camera, one of the digital ones. We wanted to take some footage so that I could show any future child what dh was like.
By the time I took it to a video shop and had them made up, they said the sound had disappeared off the tape.
I sent the camera back to be fixed and the sound miraculously appeared back on the tape!!!! Bizarre.
Anyway, I rang the shop to tell them and the manager just shouted at me. He obviously thought I wanted them re-done for nothing and tbh, the sound must have always been there, just their crap machinery perhaps. I was trying to explain to him that I wanted them done again but I hadn't actually said they should foot the bill but he was so rude, it really upset me and i'vbe not had them done again. tbh, dh was just dh at the time, but looking back at the video, I don't think it makes suitable viewing for dd now