Posted by Gary Bettan on 11/26/06 14:55

Hey guys,

Just back from Orlando with the family. Disney and Universal, had a
blast, but didn't get much rest.

I'm glad to see we got you straightened out. I apologize for the delay
and bumps along the way. We were pretty short handed the past week.

We try to bundle in free training with most of our software. We
started doing it years ago not only as an added value to our
customers, but to cut down on the tech support calls. It's a program
that works great and we'll keep doing it.

We have many training partners and we try to give them all the chance
to be included in our bundles. This results in us changing the
training we offer periodically. We had changed the training we include
in the Liquid software upgrades to be the basic training a couple of
months ago. We had it coirrect on our website, then we somehow picked
up the old info and never caught it.

Side note: One of the reasons we had switched to the basic training
with the upgrades was at the request of our customers. We would get
calls from folks a little inimidated by a 7 DVD training set.

Once again, glad to see we made it right. Would have prefered that we
had gotten it right the first time. Most important thing is that you
are now a happy customer. Enjoy Liquid, you made a great choice!

Gary



Videoguys.com http://www.videoguys.com
The Digital Video Editing & DVD Production Experts
800 323-2325 or Free DTV tech advice (516) 759-1615

All DTV purchases include our 30 day customer assurance program
and FREE tech support

On Tue, 21 Nov 2006 19:17:52 GMT, "AnthonyR" <nospam@nospam.com>
wrote:

>
>"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
>
>
>

Videoguys.com http://www.videoguys.com
The Digital Video Editing & DVD Production Experts
800 323-2325 or Free DTV tech advice (516) 759-1615

All DTV purchases include our 30 day customer assurance program
and FREE tech support

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