Visualsoft Anmeldelser 620

Visualsoft has issued a mid -term price increase of 10%, no explanation and gave us 28 days notice. I responded with I do not agree to this price increase and give the same notice to quit our contract which is our right.

They came back to me with the following points from their contract and terms and conditions:
the in section 7.4. Visualsoft reserves the right to increase the Fees:" "7.4.2. for any factor beyond the control of Visualsoft, including foreign exchange fluctuations, increases in taxes and duties, and increases in labour, materials and other manufacturing costs.
4.2.3. A party may give written notice to the other party, not later than 90 days prior to the end of the Initial Term or the relevant Extended Term, to terminate the Contract at the end of the Initial Term or the relevant Extended Term, as the case may be.

They conveniently omitted their own clause:
7.4.1. on an annual basis with effect from each anniversary of the Commencement Date in line with the percentage increase in the Retail Prices Index in the preceding 12-month period, and the fi rst such increase may take eff ect at any time following the fi rst anniversary of the Commencement Date and shall be based on the latest available fi gure for the percentage increase in the Retail Prices Index;

I have presented 2 options:
1: cancel my contract from the beginning of the fee increase because it is not affordable
2: Continue at the same price until the end of my contract

I definitely will not be continuing using VisualSoft for any services. Glad I removed the auto renewal clause and they made this blooper before the end of the contract.

Caveat Emptor - Buyer Beware

We had a PPC call scheduled for 11:00am this morning. I attended the meeting as agreed. PPC manager and VS Team failed to attend. No cancellation was issued and no notice was provided.

Given that we are still paying for this service, despite having already agreed to stop running PPC activity, I find this behaviour completely unacceptable. If the meeting was not going ahead, it should have been cancelled.

Failing that, the very minimum expectation is the common courtesy to attend a meeting that you arranged with a paying client. Not turning up without notice is unprofessional and further reinforces the ongoing concerns around how this account has been handled.

For the avoidance of doubt, if Visualsoft continues to invoice and collect payment under the contract, then our account remains active and subject to the full scope of services and account management obligations contained within that agreement. You cannot lawfully continue charging while simultaneously refusing to provide support, account management, or attendance at scheduled meetings.

If your position is that the account is no longer supported, then billing must cease immediately. If billing continues, then service delivery must continue. There is no third position. Contracted or not.

This is yet another example of the lack of organisation, accountability, and basic client care we have experienced.

I expect a full explanation for this failure and written confirmation of your position.

Regards,

Just signed off a ticket with Mark Geldart from the Service Desk Team. He provided multiple CSV files that helped us identify and resolve a duplicate products issue within our system. His assistance was extremely prompt, and he was friendly and helpful throughout the process.

Thanks again for the excellent support!

I worked with Jay from the Service Desk on an issue I was unable to resolve myself. He handled the situation efficiently and with a high degree of professionalism. I really appreciate how quickly he got the job done!

Mark Geldart - Visualsoft Service Desk has provided excellent support

We had an error with our website communicating with our stock system but in the end it turnt out not to be related to visualsoft yet Mark still took the time to help us out and explain what we needed to do to fix it.

Thanks to Mark, knowledgeable and efficient. He dealt with our query with professionalism and kept us updated. Thanks Mark (Service Desk Team)

These guys keep shutting me down because their websites don't convert so I'm unable to pay my invoices. I've been contacted by a company called "The Real Agency" on many occasions so maybe time for a change. It's BFCM soon and I'm unable to run my campaign which would pay my invoices.

We had an issue with orders coming through from Debenhams to Visualsoft and Mark Geldart from the service desk team was quick in identifying the issue and getting a fix deployed in less than 24hrs. Cannot fault him enough with his top tier support and also his professionalism through-out.

Cannot fault VS's help desk team - everyone on the team is always great help and go above and beyond to resolve any issues - Mark & team (Service Desk) have recently helped us fix a major bug in one of our Marketing integrations. His replies were comprehensive and we received regular updates throughout the process. Really pleased.

Amazing experience with Carli and Harry at Visual Soft with organizing a photoshoot for our brand - the team worked efficiently and everything when so smoothly on the day. The results were absolutely fab - we can't wait to use the imagery for marketing and in house promotion.

After being with Visualsoft and their platform for more than 7 years we made the decision to move over to Shopify platform as it was right for our business to do so.

Im glad we chose VS to design, build our site and migrate data etc. They have been excellent and support was great from start to finish. We are looking forward to working with VS as our main marketing partner and support on our new Shopify site going forward.

Massive thank you to:

Jen Earnshaw - PM
Matthew Robson - Designer
Rebecca Hanson - Senior Dev
Luke Carpenter - SEO
Tom Sweeney - Account Manager

Excellent service From Mark in the Service Desk Team,

Quick, helpful and answered my questions, very quick replies and sorted out the query I had within a quick time period.

If you’re considering using Visualsoft, my advice would be to run as fast as you can in the opposite direction. We were with VS for 12 years. To be fair, in the early days, they provided a good product at a reasonable price. However, as time went on, they gradually started charging extra for things that they had originally included as part of the package. The final straw was when they tripled(!) our agreed monthly support fee (which was already quite high) with only 2 weeks notice, asserting that they were "no longer offering" the product we originally signed up for. Be very aware that the amount that you originally agree to pay will very likely increase, and you either have to pay up or leave – they have you over a barrel.

FAILED WITH PPC. THEY COULD NOT BUY A SALE LET ALONE MAKE A SALE!!

Website was also poor to navigate around the back end and is outdated.

3 months after contract ended they are still trying to charge after mutually terminating the contract. THEIVES

SAVE YOUR TIME AND MONEY AND DO NOT SIGN UP WITH THESE!!!

ZERO RESULTS, LACK ANY URGENCY AND POOR CUSTOMER SERVICE.

SOMETHING TO NOTE, MOST OF THE POSITIVE REVIEWS ON HERE ARE REFERRING TO INTERNAL WEBSITE FIXES AND NOT PPC, MARKETING OR WEBSITE BUILDING!

Paul from service desk was really helpful in sorting out the issues.

Had this organisation for two months doing some email marketing- terrible and slow with communication and they try to tie you up into paying extra with dodgy contracts. Terrible company avoid at all costs

AVOID AT ALL COSTS

Do not be fooled by their 4 star ratings. Upon review you will notice 1 in 4 are relating to tech issues solved by Ben and does not relate to their PPC services, website platform or general customer service.

Customer service is extremely poor from account management to simple I.T fixes.

Their platform is outdated and hard to navigate around.

PPC marketing had very little results. We spent more in ad spend than actual sales returns..

Very difficult to deal with so much so the account management can take up to 3 weeks to respond to a simple email.

By far the worst company I have ever dealt with!

DO NOT WASTE YOUR TIME OR MONEY

.... you can not locate my information....

DISHONEST AS WELL

Visualsoft have been great with our recent website redesign, with thorough planning to meet all of our requirements whilst maintaining all core features that we continue to need. Samantha Leigh led the project and has been great to work alongside and was very patient with our many requests!

By far the worst company we have ever dealt with!

Their platform is very complicated and the training to use it is poor.

The marketing department is an absolute disgrace, we gave VS full control of PPC which was a huge mistake as they are very very poor in their execution.

Account management is the worst I have ever dealt with is an understatement.

£40k and 12 months down the drain..

AVOID AT ALL COSTS