Auden Digital Reviews (%countItem)
Auden Digital Rating
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Super positive talk/positivity up front. I have now counted 19 failed contractual deliverables:
- 3 months late
- no strategy
- no SEO report (despite saying it was available and would be sent, and me asking for it for months afterwards)
- executed "design phase" without a strategy
- *** (contract lead) failed to make his own meetings to review strategy
- *** (the PM) made commitment after commitment to reply by a certain date, give feedback, or submit a deliverable, which were failed again and again
- None of the promised weekly reports, bi-monthly reviews, resource reports, etc were ever provided, despite repeated attempts to understand how my resources were being used
- Multiple strategists and team members from *** who contacted me when *** (CEO) wasn't there apologized for failing to deliver strategy, communicate, and so on, and agreed that executing designs without a "why" made no sense
- 6 months later: no social channels, no themes that would be used, no marketing funnels, no bookings system, no LinkedIn profile review, no offers that match my products/services
AND I found out that *** hasn't been paying his employees, disappeared for days or weeks at a time, and he stopped communicating without ever saying why, answering expectations questions, and so on.
This was a full-scale disaster. I spent $12k, received a guarantee, and experienced that the work wasn't completed, their team disagreed on what to even do, the core deliverable of a strategy was missed yet they executed anyways on a site, their communication lagged for weeks and followed nothing agreed upon, they failed remediation commitment after commitment, then they just booted me from our Slack channel without saying anything and have refused to reply since.
Client in question entered into a time and material contract for marketing consulting services.The client purchased 75 hours of marketing consultation services.At the conclusion of the 75 hours, *** Digital continued to provide additional consulting services, including the addition of 2 marketing strategists to the project, without charge.
*** Digital provided marketing services in accordance with our contract beyond the scope paid for by the client, and after several comments made by the client that he was not satisfied with the strategies that he had received, the relationship was terminated following the delivery of the final website product.On several occasions, the client was asked to provide deliverables for the project, and final deliverables had to be created internally by our team to provide the best possible outcome for clients' failure to provide needed assets.Client had several opportunities to terminate the contract before the hours were used, but continued to request additional variations and deliverables which resulted in a delayed delivery.While *** Digital made every effort to provide the best possible strategies at every point, the client proved difficult to work with but continued to use the services, asking for money back only after final delivery was made and all of the hours had already been used.
Complaint: ***
I am rejecting this response because: it is factually untrue in some parts, and misses key details in others.
1. Business states that it was a Time & Materials contract, and that hours were used beyond the scope quoted. On the contrary, I (the Client) repeatedly asked for any breakdown or report on how many hours had been used so far, how many were left, for exactly this purpose: to assess what would be done still and what wouldn't.
1a. The Business never once provided a work breakdown structure, project plan, or report on hours used, despite written request after request over months of the contract.
1b. The contract included required reporting on resource usage and tasks completed. Not one single report was ever provided, despite contractual obligations to provide this report bi-weekly and have in-depth reviews as well.
1c. It was not a pure T&M contract: specific deliverables, in a specific order, by a specific process were the nature of the contract. Upon first delivery, which was an out-of-sequence deliverable (a design before a strategy/plan), I the client mentioned the deliverable was out of order: the Business' project manager agreed that was wrong, determined to stop work, and made several commitments to get the strategy, send an SEO report, meet regularly, and provide updates. None of these commitments happened, and the deliverables of the contract were not done, nor was the process/method of work identified in the contract followed. As a result, what was delivered was nothing like what was proposed or identified in the contract.
2. Client resistance. The response says that I, the Client, resisted providing work. What's missing is this information: after weeks of asking "what topics should I write about?" with zero guidance, and zero strategy, which was the first deliverable, I proposed several that I thought would help. Literally three weeks would go by before a reply that "that's good," but then two weeks later the Project Manager identified a different set of topics that was good, but then two weeks after that the CEO contradicted the Project Manager. All the time I had the same question/point: how do these blog topics you're assigning me to write connect at all to what I offer, or my strategy, as they seem completely off topic? I am a communications coach and you asked me to write a blog that makes actually zero sense. In point of fact, I wrote over 50 pages of content—but the CEO and Project Manager at *** couldn't agree on whether that content was right or not, because they had failed to align on the first deliverable: a strategy and SEO approach. And they had failed to communicate one to me. And I kept making this point and finding agreement from everyone at *** but the CEO, but then the CEO disappeared for weeks at a time.
3. Missing topics. This response from the Business misses all the key topics: weeks of communication gaps, that the initial contract was to deliver all deliverables within 3 months, that multiple commitments were made and not followed up on, and that the Client was never informed of the project status and followed the contract's exact process to identify failures in deliverables (or the complete lack thereof) and Business did not follow the remedy process identified in the contract either (e.g. 7 days to respond).
Regards
Customer has inaccurate understanding of the proposal and contract (both attached) which clearly detail that the service purchased was a set block of hours for marketing consulting.Also attached are the strategy document, meeting notes, delivery plan, sitemap, analysis, and more which the custom states were not completed.
Complaint: ***
I am rejecting this response because:
The contract commits to certain deliverables which were not provided (eg a marketing strategy, seo report now provided for the very first time months late), a process that was not followed (eg status reports, billing reports, 7 day response to issues), a guarantee of results (not honored), and a timeline (missed by months, proven further by providing one deliverable now in response to this inquiry).
If it was hours only, then the contractual term to provide updates and reports on use of those hours, both so client may reprioritize and so client may make other hiring decisions essential to launch timeline, should have triggered these. Instead, client was told "yes" and given specific date commitments (already attached), those were missed with zero explanation, no use of resources or burn down report were ever provided despite many attempts, and the Provider's own project manager and content strategists assigned agreed that these hadn't been provided and represented a breach. Which they submitted a plan for remediation. Which was also not delivered on time.
Regards