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Customer service rep not responding for over a week!

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Customer service rep not responding for over a week!
« on: February 03, 2017, 03:19:10 PM »
I requested a 4-5 star written article for a client a couple weeks ago for her website. When I got it back it was not very well written and with grammar mistakes. Neither I or the client liked the article. I contacted customer support about how to reject this article and how to get a new article, after a couple emails the person replied that he/she did not see any issues with the article. Since then, I have sent several emails for over a week with not one response, hence why I have had to come to the forum now instead... Has anyone else had this experience where the "customer service" opinion is more important than the clients!?!? Any suggestions for the next step? The amount of time this is taking is ridiculous...
« Last Edit: February 03, 2017, 11:17:41 PM by DON Q »

Re: Customer service rep not responding for over a week!
« Reply #1 on: February 04, 2017, 04:38:02 AM »
Hello Don,

With we don't automatically credit the cost of an article just because a customer (or intermediary) doesn't like it. The article is checked to see whether it's appropriate for the price you paid, taking into account the keyword and instructions you provided.

The article you requested had a specific keyword, which has been followed in the article. You gave no instructions of any kind - I can only assume that was to save on the extra fee, but of course I'm guessing as to your reason.

Where no instructions are given the writers will use their best guess as to what you might  want. There's no other way they can deal with such a request.

I've read the article again.  Your specific complaint on the helpdesk was
how do I reject the one that was written as it is not what I would like to have

Since you provided no instructions, the writers can only estimate what you would like to have.

You followed up your complaint with this reason
The article is insulting to people right off the start by saying their place is messy, and it sounds like it is written by a grade school student, the fact it has errors in grammar from 4-5 star writer is wrong… Not all cleaners are walking in with big expensive machines, this is for a home cleaning business…

Your keyword was
advantages of using a professional home cleaner

These are bespoke articles and once delivered the work has already been done. We don't - and won't - refund an article just because you don't like the result. That is not what we offer.

If an article does not follow your instructions, or is badly written, we'll credit the cost back to your account.

In this case you gave no instructions and the article is *not* badly written. The fact is you don't like it because it's not what you had in mind. That's the reason we give the option to add instructions.

Without specific instructions the writers have to be allowed the freedom to interpret a request.

There is nothing about your order that justifies a credit.

Your point about "customer service" opinion ignores the fact that clients can - and often are - unreasonable in their expectations.

It has nothing to do with which opinion is more important.

It's everything to do with what was ordered. The writers are not mind readers.

We value the customers of and will always credit the cost of an article where it's justified.  For the price you pay for articles we believe it offers the best combination of price, value and quality.

This is not an article which justifies a credit.

Re: Customer service rep not responding for over a week!
« Reply #2 on: February 04, 2017, 08:43:43 AM »
Firstly it was not about saving money. Nice one!
Why I even had to go to a forum to get a response finally is another issue. I have used the service before without paying the extra for the 4-5 star writer and had a much better result.
That is an interesting take on what you offer...
I thought what you offered was quality written articles for clients, that include myself and my client, that they are proud to display on their page... Insulting the people that she is trying to get work from in the first of the article seems a little off. The quality in itself is another issue, I can fix little things even though I should not have to since that is what I am paying for, but the actual article is NOT well written... read it again, maybe this time out loud... it sounds like a grade schooler wrote it. For a 4-5star write to even have one grammar error is another issue in itself.
This in not about getting money back, it is about customer satisfaction, whether you or your rep "likes" the article should not matter, I would think what the customer/client thinks is most important whether you think they are being reasonable or not... I think rejecting an article over what comes across as insults to potential customers, feeling it was badly written and grammar mistakes is not being unreasonable...  it would be nice to see an option to reject an article, that is not liked...
« Last Edit: February 04, 2017, 08:59:34 AM by DON Q »

Re: Customer service rep not responding for over a week!
« Reply #3 on: February 06, 2017, 05:58:57 AM »
We do offer quality and we offer differing levels of quality.

But what we don't offer is "if you just don't happen to like it you can have your money back".

Without a single word of instruction from you, why would you think a writer could read your mind and know what you had hoped for?

You say the article insults the reader. It doesn't - that's your take on it.

We asked you specifically what you felt were grammar mistakes. You didn't answer that question.

All you did was talk about not liking the article.

Let me be crystal clear about this. We don't offer that as part of the service and will not be doing so. If the article fails to fulfill the brief given, we credit.

In this case you didn't even submit a brief.

Re: Customer service rep not responding for over a week!
« Reply #4 on: February 06, 2017, 11:31:52 AM »
It is not insulting is YOUR take on it...

I guess I focus on the article because that is what I or my client are not happy with... The article is NOT well written...

Oh... I guess I should have paid a 4-5 star article writer to do research on "advantages of using a professional home cleaner" lol!!!
I understand there are different levels of quality and that is why I paid extra for the 4-5 star article... 

I will have to go back as I do not recall once you asking for where the grammar mistakes are...
Not once have I said I wanted her money back, I have said I would like the option of getting a better-written article!

And yes customer service and your opinion have everything to do with it, as myself and my clients' opinion obviously do not matter to you...
« Last Edit: February 06, 2017, 03:22:10 PM by DON Q »

Offline andrewwilson

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Re: Customer service rep not responding for over a week!
« Reply #5 on: February 07, 2017, 03:45:45 AM »
Writing as a bloke who has only spent a little over $1000 on Ineedarticles since its inception I have a few comments that struck me on reading this thread.

1) These articles are so cheap they are almost free. These are not designed to be deathless prose, they are page fillers. However, very often, the quality of the content returned is well in excess of that which might be expected for the money paid. I have yet to have an article whose vale was less than the money paid.

2) If you don't like an article then simply order another one. If your budget won't run to that then you are not charging enough.

3) To be able to 'reject' an article is exactly the same as getting articles written for free because you seek to get ANOTHER article at zero extra cost.

4) If the content you are reselling to others is 'mission critical' then do not cheap out even further than you are already doing in using INA by not paying the extra to specify style and angle. If you paid the minimum rate for a 4/5 star writer and did not pay the extra to specify style and angle then the outcome is a reflection of your choice, not the failure of the INA writers or system.

5) The order page makes it clear that without style or research fees the writer will simply write about the keyword provided. You get the specified number of words on a topic, no more, no less.

6) I'd set the grammar and syntax skills of any of the 4/5 star writers I have encountered on INA above those of their clients, including myself, any day of the week. To not put too fine a point on it, while many matters of grammar are matters of opinion not fixed fact, I would reckon that these folks are more likely to be in the right than you are.

Suck it up, you tried to cheap out on an order, you did not get what you wanted because you cheaped out and now you want other people to pay for your mistake. That's not fair, it ain't right and you shouldn't get away with it.

Re: Customer service rep not responding for over a week!
« Reply #6 on: February 08, 2017, 07:05:22 AM »
@Andrewwilson WOW! You are so right " I cheaped out" on an article for not paying extra on an article about "advantages of using a professional home cleaner" what was I thinking?!?! I should have thought more in depth about this and realized that paying extra for a 4-5star writer was not enough, I should have paid more for "research" as well... Thank you for your insight! Now with your intelligent response I should be happy to throw away that money and just order a new one!
You see, it is not like getting another for free unless I used both, it is paying twice as much for one...... Lightbulb moment for you? Or in your mind paying twice because of a poorly written article is fair?
« Last Edit: February 08, 2017, 07:09:16 AM by DON Q »

Re: Customer service rep not responding for over a week!
« Reply #7 on: February 08, 2017, 07:24:05 AM »

You got what you paid for. You don't like it, too bad.

Try giving instructions in future orders, wherever you place them. You'll find it's more effective than expecting a writer to be a mind reader.

Your attempt to blame everyone and anyone but *yourself* for not getting what you wanted (but didn't communicate to anyone) is seriously misguided.

You are not getting a credit. This thread is now locked.