FOX4 in spent the entire morning and afternoon with my client. The TV station aired at least three live segments for the show. Later that afternoon, the FOX news team arrived and did another story.
It was Earth Day 2009, and it was a Big Day for Techway Services, a small, woman-owned business in Arlington, Texas, that provides e-recycling services throughout North Texas.
Techway was covered by FOX, ABC and WB33. And when the adrenalin rush of working with TV reporters ended, the client wanted video clips of the coverage. Click here for pics.
Not a problem. This request is PR Standard Operating Procedure, so I called up the same company I've used for almost two decades. They are a news clipping service. They can quickly run a video news search, find the TV segments, record them to DVD and/or digital format,and send them to you. It's usually $75-$125 per DVD.
I order the clips. The client pays the bill. I get an e-mail with hyperlinks that allow me to download them. Cool.
I forward the e-mail and links to the client, and tell them to download them. A week later, my client asks about the status of the clips. I explain, then backtrack and discover that the clips were never downloaded. And I couldn't find any record of me downloading them.
No problem. I call my "ever-reliable" video clipping resource. I need to download them, or get them on DVD. Please. Please re-send.
Easy enough. Right?
Turns out, you have to download the videos within a defined timeframe. Ouch. My bad. Sorry about that. I'll remember that for next time. "Can you please re-send and let me go ahead and download those clips my client has paid for ... Huh? ... What?! You're kidding!"
The video service will not re-send the links. They want to charge us again to re-send the links and get the clips.
So, I pay twice and get one set of clips OR I pay for one set of clips and NEVER get the clips. Am I missing something?
My client and I are out $200 and get nothing because they didn't follow directions? Uh, because I didn't follow directions? Yeah, that one hurts.
I was so concerned I even talked to the regional sales person for this video service. He wouldn't budge. "Pay again or nada."
I was so stunned (and mad!) that I sent the guy an e-mail--a tersely worded e-mail--that read: "Dear (Name), I'm extremely upset that (Name) will not provide the digital stream ordered by my client--and paid by my client. And despite their payment, it does not have any video footage they ordered from you. We did not realize that it must be downloaded within a time period, and that was the only option for receiving the footage. Seems to me that borders on unethical business practices, i.e., magazines that say you are a subscriber and will pay in full unless you unsubscribe. If not illegal, your attitude is unprofessional and inappropriate. I'm astounded at your stance, especially since I've worked with (Name) since the 1990s and never had a problem. As a 25-year communicator in the area, I will be sure to alert my network of professional communicators that (Name) is not to be trusted, or used. In fact, I'll be writing a blog article detailing this experience."
He replied. His e-mail read: "In fact we indeed did provide the digital stream, ordered by your client. We sent the stream to you and you stated you downloaded, and sent the links to the client. With your experience with (Name)you understand we place a message in the email of the link needing to be downloaded. As for the only option to receive the footage, (Person) was working with the client, they wanted a DVD, and you requested the digital stream, per (person)We sent the stream to you, as requested, thus completing your order. Upon receiving your note stating you downloaded the stream, and sent it to the client and the client was unable to open due to expiration of the link. I expressed to (person) to supply you with another order, at the copy cost rather than the cost of a new order. I’m sorry you feel compelled to assassinate my character. We have been completely forthright with you and made every attempt to accommodate your situation. However, your demand that we supply you with a new order at no cost seems extraordinary. I would compare this situation to the purchase of a vase from a store, taking it home, and placing it on the mantle. After having the vase for 10 days, dusting the mantle, the vase accidently falls and is shattered. Would you return the pieces, to the location you purchased the vase from, and demand another vase – at no additional cost?"
Speechless. Stunned. Shocked. Not even sure what to say, or even think.
In retrospect, my e-mail should have been less inflammatory and less emotional. I should have stuck to the facts and simply shared that I would no longer use their services. End of discussion.
SERVICES FOR VIDEO/TV CLIPPINGS
=============================
The bottom line?
- I now spend my money with a different video monitoring service provider that I really like, and yes I went ahead and paid the cost for the clips and gave them to the client.
- I am more than willing to tell this tale of woe to anyone who cares to listen. Just be wary and cautious when it comes to who does what. Seek providers with common sense. Make sure they value your relationship and don't just think of transactions.
- My client NEVER received the video clips OR A CREDIT to their account balance, and this one provider has deposited the dollars.
YOUR TURN. So, share your experience with video clipping services.
- Who do you use and why?
- Tell us your opinion about the service provider mentioned above. Should it return the client's money?
- Take our poll on the blog page
And what providers do I recommend? Call me and I'll share what I know, 903-422-5117
Posts
