Overcharged by Story Amp

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Ronnie

09 Oct, 2012 09:16 PM

I was overcharged $500 today by StoryAmp ($750 for a $250 album release package). I've tried to contact the company a few different ways but to no avail.
Does anyone actually know if this is a legitimate business?
The fact that there is no contact info on the website is a little worrying and the "pricing" link on their front page is also dead.
The result of this overcharge will result in extra bank charges on my bank account and, all in all, it's extremely frustrating.

  1. 1 Posted by Ronnie on 09 Oct, 2012 10:01 PM

    Ronnie's Avatar

    Another worrying thing is the lack of account/ order history on the site. The lack of transparency is alarming.

  2. Support Staff 2 Posted by dmitri on 10 Oct, 2012 05:40 AM

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    Hi Ronnie,

    Thank you for your three posts to our support forum. I already responded to the first one and took care of the billing problem. I saw in that message that you said you sent an email as well. Please use this support forum to contact us so we may help you most efficiently. I always do my best to respond within 24 hours to any requests, problems, or concerns made on the support forum. I happen to be traveling at the moment, so I apologize if my response time was not quick enough. We are a very small and new company, but I assure you we are totally legitimate. I have been a music publicist for over 14 years and am trying to open up to more artists and labels the network of music media that was one only available to a small set of record labels with large marketing budgets. The pricing link still works for me, but I will continue to look into what the problem you are finding there. Our pricing has changed significantly since when we first started so the logical flow of that link may need to be re-structured. In fact, we now have a free listing service, which we didn't have before (as well as lowering our premium service prices significantly).

    Thank you for the idea of adding account/order history into the system. I agree that it is something that would be valuable to customers. When you create a technology platform like StoryAmp, you have to start with the basics of functionality and then add additional functionality as the need arises. I will add this idea to the list of future features. It is great to hear an idea from a customer rather than guessing that it sounds good on paper. So your validation of this idea is great to hear!

    Thank you so much for the feedback,

    Dmitri Vietze
    founder
    StoryAmp

  3. 3 Posted by Ronnie on 10 Oct, 2012 07:38 PM

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    Hi Dmitri,

    Thank you for getting back to me. As of this moment, (more than 24 hours after the initial overcharge), I am still down $500 but I assume this will be resolved shortly.
    Just for your own information, the pricing link does not work in Safari 5.1.7 on a Mac.
    It seems to work in Camino.
    I can't see, however, any reference to the $250 flat fee for a release on the pricing page. I learned of this through CDBaby.
    I think the service is, in theory, a good one and the website/ dispatches are very well designed.
    I look forward to seeing some results from this and hopefully you can iron out some of the kinks on your end.

  4. Support Staff 4 Posted by dmitri on 11 Oct, 2012 12:04 PM

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    Hi Ronnie,

    Has the credit been applied yet? I want to maintain contact with you until this gets resolved. Thank you for checking on that and letting me know. Again, sorry for the inconvenience!

    Also, one of my engineers looked into what created the multiple billing and he thinks it only occurs when someone publishes a "free" album/release dispatch, then edits the dispatch and adds a "fancy listing," and then hits the back button button to make edits, and publishes again. Does that sound like what you did? He can work on a fix for that situation, but I wanted to check and see if you thought that is indeed the steps you took. I realize it may have been too long ago to remember, but if you do remember, I would love to know the steps that led to this so we can fix it.

    Thank you!

    Dmitri

  5. 5 Posted by Ronnie on 11 Oct, 2012 12:41 PM

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    No, the credit still has not been applied.
    As far as how the problem occurred, you might have to guess again! I hit "publish" only once.
    I saved as a draft many times as I worked on the text etc. but only hit publish once.
    It looked to me as if I was being charged for each of the distributions (ie 3).

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