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Author Topic: Lost 180 credits for having downloaded free files at Fotolia  (Read 11978 times)

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fb

« on: June 21, 2016, 05:05 »
+4
Be careful if you have credits at Fotolia and if you download free images.

I lost 180 credits foolishly but abnormally because the download system is not secure enough! And I just realized the problem after two months.

Here's what happened:

I downloaded from Fotolia images proposed in the last two newsletters announcing free files. On the download page is always diplayed a choice of the image's resolution. In wanting to select the maximum resolution I clicked on the last download button - which actually corresponds to the extended license, charged 30 credits.
This simple click is enough to directly debit the account, thus I lost 180 credits! Fotolia obviously refuses to reimburse me.

The purchase process is abnormally short and brutal in this circumstance (while the contributor's interface is wasting time, superfluous clicks and non ergonomic = still bad user experience), the price appears too small (like many other texts on the site) and this paid license should not be present or so reachable on the "free" file's page.

This is misleading, abusive and very doubtful.
Especially since this is not the first time I am faced with an unwanted purchasing problem at Fotolia.

Fortunately, the other agencies are much more serious and honest on distribution of free files.

I recommend for precaution:

- Verify your account and past operations on Fotolia.
- Withdraw your remaining credits.
- Avoid or be particularly vigilant when you download free files (and verify your account after that).
- Unsubscribe from the Fotolia newsletter to avoid contentious and risky situation but keep the old newsletters to eventually make useful verifications.


It would be very interesting and useful to know if other people have had similar problems.

Regards,
Franois


« Reply #1 on: June 21, 2016, 05:41 »
+16
There's a simple solution: Don't download free files...

« Reply #2 on: June 21, 2016, 11:32 »
+4
I'm no fan of Fotolia, but I took a look at the way their page is presented, and they've clearly segmented the two types of licenses with a headline for each. I really don't think you can fault them for your error given how the page is set up


fb

« Reply #3 on: June 21, 2016, 14:48 »
+2
I'm no fan of Fotolia, but I took a look at the way their page is presented, and they've clearly segmented the two types of licenses [...]

Hello,

Last thing we need is that the price was not indicated ;)
I recognize my mistake and I should have been more careful.

But note well!: I repeat that a simple click on the download button debit credits immediatly (while you have been lead here for a free download). No validation step ; You are not informed of the debit and you don't receive any invoice - all things that could have alerted me and allowed to see my mistake, not to do it again, and finally lose 180 credits.
At least, a purchase order and a validation step should be displayed.

When a serious agency offers a free download, there is no risk, no ambiguity.

I really hate such doubtful commercial setups that is not respectful enough of the users.

Regards

« Reply #4 on: June 21, 2016, 15:48 »
+4
"When a serious agency offers a free download, there is no risk, no ambiguity."
To me, that seems like an oxymoron. Any serious agency wouldn't be offering free images in the first place, IMHO. And any serious contributor wouldn't be allowing their images to go to a free section, either. But that's just me.  :)

fb

« Reply #5 on: June 21, 2016, 16:53 »
+1
Any serious agency wouldn't be offering free images in the first place, IMHO. And any serious contributor wouldn't be allowing their images to go to a free section, either. But that's just me.  :)

OK, about free offers

In absolute terms, yes, I really agree.
I understand feelings of artists / craft sellers, I'm one of them!

But I sincerely congratulate you if you never used any free stuff or free service! ;)
In fact, I rather think that [nearly] everyone use free stuff or services everyday without even thinking about it. Many examples are easy to find, on your desktop, in your home, outside, in your computer or when you surf the web
I can say that free offers are useful in business when it's cleverly exploited.

Regards

« Reply #6 on: June 21, 2016, 17:22 »
0
It's not uncommon to have a mix of free and paid-for things - the agency obviously has an interest in upselling you from the freebies. For example, I have downloaded free images from 123rf where they only offer the smallest size free - any of the larger sizes you have to pay for. I've managed to navigate that without a problem - you just need to look at what you're doing.

I understand it's frustrating when you make a mistake, but all over the web, not just with stock web sites, you have to watch where you click as people are always checking boxes for extras and add-ons you might not want.

If Fotolia had made the default choice the extended license, I think you'd have a case that this was tantamount to fraud, but as I understand it, that's not what happened. I don't buy from Fotolia, so I don't know if sending an invoice is what they typically do, but certainly they should have followed their standard procedures in processing the extended license order and if they didn't because of the free standard license, then I'd go back and use that mistake on their part to argue that they owe you a refund.


« Reply #7 on: June 21, 2016, 17:42 »
+1
Any serious agency wouldn't be offering free images in the first place, IMHO. And any serious contributor wouldn't be allowing their images to go to a free section, either. But that's just me.  :)

OK, about free offers

In absolute terms, yes, I really agree.
I understand feelings of artists / craft sellers, I'm one of them!

But I sincerely congratulate you if you never used any free stuff or free service! ;)
In fact, I rather think that [nearly] everyone use free stuff or services everyday without even thinking about it. Many examples are easy to find, on your desktop, in your home, outside, in your computer or when you surf the web
I can say that free offers are useful in business when it's cleverly exploited.

Regards


Exploited being the key word.  ;) 

fb

« Reply #8 on: June 21, 2016, 19:04 »
+1
[...] you have to watch where you click as people are always checking boxes for extras and add-ons you might not want.

Of course.

If Fotolia had made the default choice the extended license, I think you'd have a case that this was tantamount to fraud, but as I understand it, that's not what happened.

You have well understood.
I can't say if Fotolia is in illegality - everyone knows that societies know how to play with the limits anyway - but it appears clearly for me that the process setup does not respect a certain morality vis-a-vis users. That's what I qualify of "abnormal" and why I'm rather upset against them.

For information, there is no invoice and no agreement delivered with these (unintended) purchases of extended licenses, neither by email nor on my online account. Probably because the credits used came from my sales as contributor and not added when buying pack as customer...

I can recognize when all is in my mistakes and in this case I do not complain about anything, and I can estimate a share of abuse and consider that people can be warned! That's why I posted a message, not to obtain a solace or a miraculous refund. :)

Today it appears for me that all is not clear in the download processes. So as customer I'll avoid Fotolia from now and I will warn my own customers to avoid them as well.

« Reply #9 on: June 21, 2016, 23:48 »
+1
Did you try contacting them for a refund?

« Reply #10 on: June 22, 2016, 02:41 »
0
For information, there is no invoice and no agreement delivered with these (unintended) purchases of extended licenses, neither by email nor on my online account. Probably because the credits used came from my sales as contributor and not added when buying pack as customer...

Well, I just checked and it wasn't hard to find the link to all the image purchases I have made from Fotolia: https://www.fotolia.com/Member/PurchasedContents/All

It includes a list of sizes, price and a link to the license. And yes, I have made those purchases from the credits I have earned selling my own images.

Also I agree with what Jo Ann showed in her screen shot: The price is clearly stated, the X license is actually separated with a thick line from the regular licenses (which are all at 0 credits in any size) and it defaults to the L license which is free. So in my opinion this is clearly the error of a user who didn't pay attention to what he is doing.

And you end up complaining about it in a public forum instead of first trying to sort it out with the agency apparently. You may see it differently but when I clearly make a mistake, I first try to sort it out myself and not complain about others making it easy for me to make that mistake.

fb

« Reply #11 on: June 22, 2016, 05:12 »
+1
Did you try contacting them for a refund?

Yes, this is of course the first thing I did when I saw that the funds were missing. They said that the reimbursement is not possible because of the extended license and then closed the discussion immediately - which is not very pleasant (IMHO  :) ).

Regards
« Last Edit: June 22, 2016, 14:42 by fb »

fb

« Reply #12 on: June 22, 2016, 05:23 »
0
For information, there is no invoice and no agreement delivered with these (unintended) purchases of extended licenses [...]

Well, I just checked and it wasn't hard to find the link to all the image purchases I have made from Fotolia: https://www.fotolia.com/Member/PurchasedContents/All [nofollow]
It includes a list of sizes, price and a link to the license. And yes, I have made those purchases from the credits I have earned selling my own images.

I never said it was difficult to find this page! I said that there is no invoice, no nominative bill and no license agreement (a link to a web page is not a contract) for the concerned downloads (that have debited my credits earned selling my own images). Only a pack bought as customer delivers an invoice in my account.


And you end up complaining about it in a public forum instead of first trying to sort it out with the agency apparently.

Absolutely not "instead". It seemed clear for me in the first message that I first contacted the support (how could I have talk about their position?)...

Everyone can evaluate things:
If my message can avoid a problem for one person, it will have been worthwhile.
If we consider that the buying process does not deserve to be improved, that all is fair, that a click on a landing page causing immediate debit of 30 credits without any signal is normal, we can simply ignore and forget the message.

Regards.
« Last Edit: June 22, 2016, 14:34 by fb »


 

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