Posted by AnthonyR on 11/21/06 19:17

"AnthonyR" <nospam@nospam.com> wrote in message
news:cKm8h.32368$Fw5.32146@news-wrt-01.rdc-nyc.rr.com...
> Hi Guys,
>
> I wrote Gary directly last Thursday and customer service and then called
> directly today but was switched to the tech support guys voicemail, so I
> decided maybe a web post will get Gary's attention? And alert others not
> to fall for the deceptive ad on their web site and be disappointed as I
> was.
>
> I was looking thru their web site and noticed a "Big Splash Promotion" for
> the Avid Liquid 7 Upgrade, which not only included
> the usual 3 software pieces (Hollywood FX Pro, Title Deko Pro, and Magic
> Bullet Movie Looks) but also said they included Class On Demands..Complete
> Training for Avid Liquid 7. Which alone is valued at $99. So I thought
> that is too good a deal to pass up.
>
> I did a quick google search to see if perhaps it was available elsewhere
> online cheaper, as I've shelled out enough for constant updates to
> software (who hasn't).
> And I found someone on Amazon selling an unopened box which also included
> the 3 big splash promo for $169 (it's sold now).
> And even guygraphics has the promo on sale at $177
> http://www.guygraphics.com/GGPROD-21801.html
>
> But I remembered the ($99) Complete Avid Liquid 7 training is only
> included at Videoguys.com so I placed an order there.
> And so I would qualify for their $200 free shipping offer ordered a
> ShuttleXpress also, Total Order $270.83
> http://www.videoguys.com/bigsplash.html
>
> But what I got was only the Basic training cd from Class on Demand
> (basically a promo to order the full Complete training)
> In fact the Basic training for avid isn't even sold anywhere, value to me,
> ziltsh, nada.
>
> I discretely e-mailed both Gary and customer service just in case it was
> an honest mistake in packaging. But had no reply in 4 days
> and so decided to call directly today, they told me to speak to a
> technical support guy and then handed me off to his voice mail, how nice.
> I am awaiting his call back as I left my name and number.
>
> I can't help but feel cheated as I would have ordered the upgrade for $169
> (it had free shipping) and then ordered whatever training I prefer myself
> separately with the extra money, I didn't really need the shuttlexpress
> (which by the way, came in a box marked (not to be sold) promo unit only
> ( was charged $49).
>
> Well, live and learn I guess, but the web page at videoguys.com hasn't
> been changed this last Thursday when I wrote to Gary so I am wondering, if
> it's not a deceptive ad on purpose? Gary I had more faith in you than that
> after all these years of helpful posts on this group.
>
> Please prove me wrong!
>
> Thanks for reading this everyone,
> Sincerely,
> AnthonyR.
>


Great News! Everyone!
Videoguys.com has restored my confidence in their sense of honesty! They
understood my problem and handled it correctly!

I want to access their apology officially on here and tell everyone, they
corrected all the web pages so no one makes my mistake
and I think next time I will give Gary a more time to reply (being that he
was on vacation this time) and have more faith in them
doing the right thing when they realize it was an honest mistake.

Here is the e-mail I received today from Jim (Ad Director): Thanks again
Jim!

Hi Anthony-

Of course, I would like to start with an apology and reassure you that we
have never and will never try to deceive our customers. We offer a 30 day
money back guarantee and free tech support and pride ourselves on having the
best customer service in the industry. I would like to take this opportunity
to make you believe that and appreciate what we do.

This all started with a misunderstanding of the promotional materials on our
web site so I just took a few minutes to clarify our messages on the main
Avid page (http://www.videoguys.com/avid.html), the Avid Liquid page
(http://www.videoguys.com/avidliquid.html) and the Big Splash promotional
page (http://www.videoguys.com/bigsplash.html). If you have a moment to
review these pages I would like your opinion on whether you think other
customers may still be confused.

I also just read through the entire email thread below and see that you gave
us an opportunity to resolve this with your original email and it looks like
we fell short of your expectations. Gary was out on vacation and our
customer service department did not relay all of the details of your
concerns so they could be properly addressed. But enough excuses... I would
like to resolve this now.

I have a copy of the Class On Demand Complete Training for Avid Liquid
(which is a great set by the way) at my desk with your name on it. Just
reply or give me a call at 800-323-2325 x110 to confirm your shipping
address and I will have this sent out today.

Jim

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