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Voco Design and Marketing

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Reviews Voco Design and Marketing

Voco Design and Marketing Reviews (1)

Initial Business Response /* (1000, 17, 2015/08/12) */
We have received the formal complaint from [redacted] via email and now through the US Postal Service which is how I am responding to the complaint online here.
There are certainly two sides to every story, and ours is quite different than...

[redacted]'s.
Though there have been delays on both of our ends we have been working toward completion as quickly as possible as per our agreement. [redacted] has continued to escalate his shortness and agreeability toward cooperating with us in finding our own satisfactory solution to this unpleasant situation. And though much might be said in response to his bashing I wish to leave the unprofessional blows and sarcasm out of my response here. As this is not the forum nor do we have the desire to stoop to that level.
[redacted] claims to have come from a technical background which is very similar to what we do here constantly and for hundreds of satisfied clients. Right from the start there have been issues with the assets provided by the client to make this project, what should have been a very simple task, delayed, prolonged, and at least four times the amount of work than was originally quoted based on the information provided by [redacted], the client.
In this field of digital technologies there are unforeseen issues that arise and that is just the nature of this business as one would hope someone from technical background would easily understand that this is simply the case. When I offered to screen share and conference call with [redacted] to illustrate some of these issues that we were having that caused and were causing delays he said and I quote "I respectfully decline your invitation". He then began to escalate his own frustration without the real goal being, how can we get this done and trust that we would indeed follow through in the end to the absolute best of our ability.
It seems to me that the client has had firmly in his mind to begin with an unreasonable expectation and his willingness to understand our particular situation with this project or even the technologies involved only made the situation more confusing and frustrating for both of us. There's not a whole lot we can work with understand when this is the scenario.
Our senior project manager [redacted] has reached out to [redacted] offering him two scenarios which is above and beyond as far as we can see it, as a company priding ourselves on customer service. Scenario one was that he give us an additional two weeks to complete the project as we were at least 80% finished already on our end despite the hurdles and obstacles. The second scenario was that we offer a refund of 50% of his down payment as well as providing all files and folders for the work that we had already done for him to take to any other developer to easy pickup where we left off, which, was by the way very close to completion.
Our client's down payments are a one time non-refundable payment to get the project underway and so our offer stands as not only generous but not typical.
A claim of fraud on his end, with hundreds of clients able to attest to our integrity and desire for happy and beneficial outcomes is ridiculous.
We will not be paying any "consequential damages", as he calls them and will only off her as resolution the original two scenarios that we were offering before he took it upon himself to involve a third party organization.
We of course want a calm and peaceful resolution to this situation, but we too must stand our ground for what we feel is fair, just, and right.
Initial Consumer Rebuttal /* (3000, 19, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed Voco Design's response to my complaint filed with San Francisco's Revdex.com on July 22.
3 reasons led me to fire Voco: project delays beyond expectations with negligible progress, a pattern of deceptive emailed forecasts of completion within days, and its blame-the-customer posture when challenged.
Their response to my Revdex.com filing is consistent with my sense of how this company works.
Voco waited 3 weeks to respond, but what is most curious is what is missing. No one appended their name and title to the document; but I suspect Sales and Marketing Manager [redacted] authored its content. Furthermore, in its reply, it fails to substantiate its assertion: we were at least 80% finished on our end. NO THEY WEREN'T!
Two weeks before I terminated Voco Design for cause, I warned [redacted] by text message: I need to understand barrier to project completion. 80 days along and only 5% migration of content - my estimate.
When he finally responded to me a week later by email, [redacted] reasoned I was obliged to accept his Skype invitation for a live demonstration to witness how difficult - not impossible - his job was. I declined in the interest of his having to do what he had to do to get the job done ASAP. I had been led to believe he had been empowered to wrap the project once the conference call I arranged months earlier at his request with the authors of the [redacted] WordPress theme had finished. Furthermore, I wonder why Voco's Marketing Manager elected to do the challenging coding task himself rather than delegate it to Senior Project Manager [redacted]. Another omission in Voco Design's patchwork quilt of mystery. Does [redacted] tinker in marketing, as well? And who is [redacted]?
Without any major change in a fortnight to the hosted demo site, vocodesign.com/[redacted]/, I concluded my termination notice letter by evaluating the bare bones appearance of the 31 web pages comprising it. Most anyone comparing our present [redacted].org website content with what Voco had crafted in 3 months time would agree: the goal line would have been 95 yards distant if content migration were a football game. Results matter in business, excuses don't, and games are intolerable. I say that because Voco compounded egregious progress by systematically deceiving me on intent to finish.
The gap between my 5% estimate of the demo site's data migration progress on the date of termination and Voco's claim to be 80% there strains their credulity.
There is an interesting back story here revelatory to any Bay Area business bidding their next web marketing project. Until todays vacuous response, I had not been inclined to share it as part of my Revdex.com complaint filing. But in my rebuttal, this back story is instructive to how Voco chose to interface with at least one of its customers left victimized and strung along, me.
[redacted] relayed my letter of termination for cause to [redacted]. His email response copied to [redacted] proposed only the 50% downpayment refund, unchanged today.
Their settlement offer was and is inadequate. Our email dialogue thread included Mr. [redacted] and Ms. [redacted], my client, Executive Director of[redacted] House Charities of [redacted], Inc., as CC recipients. On July 18, the day following the initial email from [redacted], I included in my reply this passage:[redacted]'s tendencies to mislead on progress intended then under-delivering repeatedly, his inattentiveness to detail when alerted and again alerted to small but apparent demo site errors, his persistent and whiny excuse that he doesn't have as an "easy" migration process as he deserves to have due to a perceived shortcoming he apparently failed to detect when I first delivered digital assets and scope of work to him in December, his choice to go incommunicado for a week earlier this month after being texted on his phone (months ago he told me it's his preferred link for dialogue with clients) July 1:
Let's talk tomorrow , Thurs, B4 long wknd. I need to understand barrier to project completion. 80 days along and only 5% migration of content - my estimate
add to this Mr. [redacted]'s discourtesy in responding whenever it suits or conveniences him - often days passed * has finally awoken me. It stinks. There is zero accountability or respect shown for TransVision's reasonable timetable.
: end of email excerpt
I concluded this, the first of my emails to [redacted] et al, with a 72 hour deadline for Voco's agreement to a full refund of my downpayment; otherwise, I advised I would file a complaint with the Revdex.com.
My deadline lapsed Tuesday evening, July 21, without any communication from Voco.
By the afternoon of July 22 [redacted] did respond, appending a new CC recipient [redacted]@vocodesign to our thread.
In an email to [redacted] (and[redacted] and [redacted]) the next morning, I notified all I had filed my complaint with the Revdex.com and I attached PDF document: Historical list of Mr. [redacted]'s communications regarding project scheduling
[redacted] replied that afternoon to all EXCEPT [redacted], dropped as a CC recipient:
Thank you for the address and for the attachment. We will be talking to [redacted] about providing tighter timing expectations going forward as this instance has clearly cost us dearly, our hard earned reputation.
: end of [redacted] email
Although I did not know it at the time, that was my last email or direct communication of any kind from Voco Design and Marketing.
The next day I emailed to [redacted] with copies to[redacted] and [redacted] on the thread:
Please clarify for me, are you Mr. [redacted]'s supervisor OR is Sales and Marketing Manager a peer to Senior Marketing Manager within your company's hierarchy?
Also, since [redacted]'s now been copied on our most recent exchanges in this thread, please advise of his title at Voco Design and Marketing?
: end of email (I meant to type Senior Project Manager)
As a public service, I am warning others of my documented experience dealing with Voco Design and Marketing of San Francisco. I found them to be deficient in fundamental ethics and allergic to basic customer service and satisfaction. However, they are very impressed with their abilities, as their web site boasts. Delivering on promises, I learned, is an entirely different matter in Voco's priorities.

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Address: 2055 California St., Suite 204, San Francisco, California, United States, 94109

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