Hello,
I would like to log a complaint with regards to my account and advertising that took place with yourself during one month after 19th June.
There are quite a few aspects of the service/promise I am unhappy with and I would like you to consider at least a partly refund.
• Monthly impression report – I cannot believe you call this a report (attached), it’s merely a one sentence with regards to the impressions. The other information in there is about Facebook and the target audience we agreed anyway so nothing new.
O To make matters worse I have told you on more than one occasion I am a UK business, particularly based in Surrey. There is absolutely no point advertising my business beyond a 15 mile radius as pregnant women and those with new babies would just not travel that far. As part of my keywords however you also include ‘Rollercoaster. Ie’ which I can only presume is based in Ireland and no use.
O In addition I am suspicious as you wanted me to change the ‘country permissions’ in my Facebook profile from just UK to nothing. Which I think you needed me to do to get the promised number of impressions. There is no other assumptions I can make as you have only provided me with a high level number of impression and no further breakdown by age/sex/area etc. Rather poor! Max had sold me the following “When you do it yourself you can only target certain demographic audiences with ourselves we can target woman who are part of Baby Gaga group, woman who put on their status of giving birth, woman who are part of Netmums pages / NCT etc which you can't do yourself.” So where is my proof of which target audience I have reached?
• 500 likes on Facebook – As part of our agreement you promised to provide me with 500 likes on Facebook, again I had to change my country permissions for this. I mentioned to you I didn’t like the idea of people in other countries liking my Facebook page, but you assured me that actually other user cannot see the Country of residence. I have looked into this and this is NOT true”!
O With great apprehension I have change my country status on 13/07. After which you only provided me with the 500 likes on 30th July. No need to point out I hope this was well beyond the agreed period, since my account went live on 19th June. Even though Adele said in an email to me on 20th June “Your likes are in the process of being generated and you will see them all piling on over the next day or so.” 17/07 I emailed you again to let you know there had still been no change in the number of likes on my Facebook account. Max had sold me this “The business page we guarantee you 500 likes which no other company can do which will build massive credibility for your business.” and obviously conveniently forgot to tell me that a lot of the Likes would be from random people abroad, not those in which mums and mums to be see any likeness.
• The Mini-website – since I experience great problems from the start of working with you, I didn’t see much point in going through all the effort to create a mini website when I didn’t think I was going to stay with your business for any longer than necessary. This has saved you time and money and I like to be refunded for this part of the agreement.
• Sell sell sell – As a great annoyance for a customer who has a limited amount to spend on advertising and is not 100% sure about her social media presence, it has been very frustrating that the staff at the Social Media People are quite happy to talk about the products you offer over and over again, literally ever telephone conversation even if all you want is a bit of advice and an update as to what’s happening with my advertising. This is just very BAD customer service. The least you can do is make sure all elements of the campaign you have sold are in place before selling any additional advertising/services such as an Inter Media campaign or Avant Garde.
• Campaign Live Date – You emailed me on 19th and 20th June to tell me my campaign was live with a preview of the advert while I had emailed Alex on 15th June to tell him know I was going on holiday (and thus not available) and that I would like things to be ready for when I get back in two weeks time. Next thing I know Adele had made my campaign live without speaking to me, without getting my consent and approval on the copy on 19th June!!! I had to deal with this while I was on holiday, but was told there was nothing I could do anyway once my campaign had gone live! This practise is beyond me, how on earth do you make a campaign live without the final consent of the business owner?
• Business Facebook Page – While being sold you package by….. I was promised on overhaul of my current Business page. I cannot tell you how disappointed I have been with your efforts in this area. As per Adele’s own admission in her email 20th June we have updated your cover photo and added a few posts. One post was added! This by no means compares to what I was promised to receive as part of the package I have paid for.
• Your staff – I am not sure how things work in your business. But every time I seem to agree the next step with my account manager and nothing happens I am being referred to a customer service manager and have to explain all my issues all over again. Again this is NOT customer service. This is what I was sold by Max: “Also you do not have the luxury of a personal account manager who have over 10 years experience on the social media sector who will monitor your advert for the whole 30 days making sure the right people at the right days and time will see your advert. They have to get you business by the way in order for you to even consider coming on board for the second or third month.” I have seen no proof that anyone has monitored my ad.
• Online Clients log in – This area actually never worked for me. The webpage never fully loaded and always looked out of sin, so useless thus!
• Follow up – Whatever I agreed or asked Adele to look into, hardly any of it was followed up. The same really with the promise that someone give me a call me to chat me through the interpretation of stats from my ad; I haven’t received a call yet! In addition I took the initiative to contact her by email 10/07 to remind her of the actions she would take and information she would find out following our telephone conversation on 30/06. After which I didn’t get a polite call from Adele with an apology and an update but again from another random member of staff who knew nothing about my account. FRUSTRATED!!!
O To get my campaign up and running I email Max on 07/06 to ask for someone to call me back to get this up and running. I had a call from Alex I believe who referred me to the website to fill in some screens. Not sure why no one had suggested this to me before??? This was almost two weeks after I agreed to go ahead with Max and I paid up on 31st May!!! Finally Alex did the work for me once he figured out the website didn’t work and apparently Max had left quite a few noted regarding targeting
• The ad – No one actually created the ad for me. I had done a Facebook campaign before and all your people did was copy the wording and image used. Remind me again what exactly did I pay for?
• Facebook ads – Max said to me” Most businesses who try these ‘do it yoursefl’ campaigns usually come back to us to establish where they went wrong, and in the worst cases can even wrongly lose faith in Facebook as an advertising medium. What I am saying is untill you try it with the experts who have already experienced success in this type of advertising it is hard to establish how well you could do through Facebook”. I am none the wiser now (just out of cash!), I have learned nothing from the campaign and it certainly didn’t get me any leads which I guess is not surprising since some of my ad counts would have showed up abroad at least Ireland which is in a more then 10-15 miles radius than that we agreed. Max goes on “As with yourself, I am sure you are aware of people who have tried photography, but I could bet my mortgage the results are nothing compared to what you could achieve given the chance. With all due respect the physcology, market research, implementation and ongoing management of an advertising campaign is something that is not as easy as many "do it Yourself" advertisers think it may be.”
This is what I was sold by Max: “We're here to help you with everything from the start, you will have full support throughout the campaign from your personal Account Manager and full support in getting everything set up with a personal Ad Manager, if you prefer a more hands approach you can see all aspects of you campaign through our Client Interface, you will be provided with your own personal log in details upon starting your campaign”. Needless to say if you have read through my point above that I don’t feel like I have been supported and no one has ever come back to me to explain or attempt to fix the interface which didn’t work for me.
Now do the right thing and give me at least a part refund for a job not done or at least done very badly!
Regards,
Tamara
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