One Hour Translation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They have translated the work I provided the pdf to a customer service rep who in turn told me the fee was $and change I paid funds I did not care about the one hour I want to speak to somebody with knowledge about my service request the complaint at the time was for not getting work back but after almost a day not telling me what was happening Their customer service is odd you call and a person answers and tells you somebody will get back to you Nobody did and the person on the telephone I spoke to acknowledged this Nonetheless the work has been received, therefore my complaint has been resolved Thank you [redacted] [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are sorry to hear that the customer wasn't happy with the service provided and apologize for the inconvenience We have investigated the project details and here's our results: This is the second time this customer is using our translation services The project consisted an uneditable, scanned PDF with tablesScanned PDFs require significantly more time from the translator, as it requires more work than the translation work itselfOur submission system is automatic and can't recognize that the source is problematic The translation work rate is words per hour, once the project startspage of editable text is normally, during US business hours, completed in hourOur brand name is One Hour Translation because of thatShorter projects are completed in a few minutes Upon project submission the system shows the estimated timeIn this project it could not be completed in one hour, due to the complexityWhen we show the estimated project time we write that this is the estimated time once the project starts When our support center capacity is full, we route calls to a message taking companyWe then call backThe customer first call was answered within minutes and via email minutes afterThe customer 2nd call was answered as wellHis emails were answeredChat was stopped due to technical reason The project was completed due to all those reasons hours after the project startedWe made everything possible to provide the highest quality in the shortest time, considering the problematic sourceThe source problem should have been better addressed to the customer, and we apologize for that alsoWe have added $worth translation credits to the customer account, for future useWe hope that the customer will use our translation services again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They have translated the work.  I provided the pdf to a customer service rep who in turn told me the fee was $471 and change.  I paid funds.  I did not care about the one hour.  I want to speak to somebody with knowledge about my service request.  the complaint at the time was for not getting work back but after almost a day not telling me what was happening.  Their customer service is odd.  you call and a person answers and tells you somebody will get back to you.  Nobody did.  and the person on the telephone I spoke to acknowledged this.
Nonetheless the work has been received, therefore my complaint has been resolved.
Thank you.
[redacted]  [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are sorry to hear that the customer wasn't happy with the service provided and apologize for the inconvenience.
We have investigated the project details and here's our results:
1. This is the second time this customer is using our translation services.
2. The project...

consisted an uneditable, scanned PDF with tables. Scanned PDFs require significantly more time from the translator, as it requires more work than the translation work itself. Our submission system is automatic and can't recognize that the source is problematic.
3. The translation work rate is 200 words per hour, once the project starts. 1 page of editable text is normally, during US business hours, completed in 1 hour. Our brand name is One Hour Translation because of that. Shorter projects are completed in a few minutes.
4. Upon project submission the system shows the estimated time. In this project it could not be completed in one hour, due to the complexity. When we show the estimated project time we write that this is the estimated time once the project starts. 
5. When our support center capacity is full, we route calls to a message taking company. We then call back. The customer first call was answered within 10 minutes and via email 20 minutes after. The customer 2nd call was answered as well. His emails were answered. Chat was stopped due to technical reason.
6. The project was completed due to all those reasons 24 hours after the project started. We made everything possible to provide the highest quality in the shortest time, considering the problematic source. The source problem should have been better addressed to the customer, and we apologize for that also. We have added $39.5 worth translation credits to the customer account, for future use. We hope that the customer will use our translation services again.

Review: I ordered [project # [redacted]] and paid for translation services yesterday around 4:15 pm and have yet to receive them. I emailed called and chatted to no avail. They will not tell me the problem. when you call customer service somebody other than customer service takes your telephone number and does not call back.Desired Settlement: please translate document forthwith. this is time sensitive. Their title indicates they will provide the service in one hour?

Business

Response:

We are sorry to hear that the customer wasn't happy with the service provided and apologize for the inconvenience.

We have investigated the project details and here's our results:

1. This is the second time this customer is using our translation services.

2. The project consisted an uneditable, scanned PDF with tables. Scanned PDFs require significantly more time from the translator, as it requires more work than the translation work itself. Our submission system is automatic and can't recognize that the source is problematic.

3. The translation work rate is 200 words per hour, once the project starts. 1 page of editable text is normally, during US business hours, completed in 1 hour. Our brand name is One Hour Translation because of that. Shorter projects are completed in a few minutes.

4. Upon project submission the system shows the estimated time. In this project it could not be completed in one hour, due to the complexity. When we show the estimated project time we write that this is the estimated time once the project starts.

5. When our support center capacity is full, we route calls to a message taking company. We then call back. The customer first call was answered within 10 minutes and via email 20 minutes after. The customer 2nd call was answered as well. His emails were answered. Chat was stopped due to technical reason.

6. The project was completed due to all those reasons 24 hours after the project started. We made everything possible to provide the highest quality in the shortest time, considering the problematic source. The source problem should have been better addressed to the customer, and we apologize for that also. We have added $39.5 worth translation credits to the customer account, for future use. We hope that the customer will use our translation services again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They have translated the work. I provided the pdf to a customer service rep who in turn told me the fee was $471 and change. I paid funds. I did not care about the one hour. I want to speak to somebody with knowledge about my service request. the complaint at the time was for not getting work back but after almost a day not telling me what was happening. Their customer service is odd. you call and a person answers and tells you somebody will get back to you. Nobody did. and the person on the telephone I spoke to acknowledged this.

Nonetheless the work has been received, therefore my complaint has been resolved.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,