dmitri on 10 Oct, 2012 05:40 AM
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 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.
dmitri on 11 Oct, 2012 12:04 PM
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.
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).