Author Topic: Stockxpert makes things right.... (Read 4617 times)

HughStoneIan · « **on:** February 20, 2009, 12:15 »

Regarding the issue with sub sales happening to some contributors even though they were opted out of subs, I received this email today from SX:

"You're receiving this e-mail because you opted out of having your content loaded to Photos.com and Jupiterimages Unlimited and we wanted to advise you of an error that occurred last week.

We were working on content migration between servers, and our Opt Out Process that excludes your content from loading onto Photos.com and Jupiterimages Unlimited was conducted out of sequence. This resulted in your images being offered from February 6 through February 11 on these two sites.

The error was discovered on February 11 and was fixed the same day. Your images are no longer available for download on Photos.com or Jupiterimages Unlimited.

You may see on your earnings report from February 7 - 12 subscription sales/downloads at $.30 each. In addition, you will be compensated with the Stockxpert PPD value at your normal 50% commission for these sales. You can expect this to be completed by February 20.

We sincerely apologize for the inconvenience. Please let us know if you have any questions or need further information.

Best regards,
The Stockxpert Team"

Sure, the incident shouldn't have happened in the first place, but the way they made it right shows that at least some people at StockXpert do take some thought for their contributors. I looked in my account and confirmed that my sales were indeed credited. And best I was able to find, my images are no longer on JIU or photos.com

What would have been the outcome had this happened at Fotolia, I wonder??

ErickN · « **Reply #1 on:** February 20, 2009, 12:43 »

Same here, my images sold as subs have been credited with their ppd price to my StockXpert account today.
Agree that they made things right this time.
Erick

gostwyck · « **Reply #2 on:** February 20, 2009, 13:20 »

This is a very refreshing change. An agency actually admitting their mistake, making full disclosure of the circumstances and then adequately compensating those who lost out. Well done StockXpert.

Freedom · « **Reply #3 on:** February 20, 2009, 13:27 »

That is very impressive! I can recall a few agencies (exclusing IS) which will not even reply to your inquiries.

Stitcherladyxx · « **Reply #4 on:** February 20, 2009, 14:10 »

I love StockXpert. I had to call them once for a issue regarding payment, and I got a live person that was sweet as pie, called me back when she said she was going to, and got it all straightened out. I'm glad to see they are continuing the good and personable service.

fintastique · « **Reply #5 on:** February 20, 2009, 16:47 »

Just wondering how many folk actually told StockXpert that they had opted out but were having Photo.com and Juipter unlimited sub sales?

I reported twice and was told if I had opted out less than 90 days ago files could still be in photo.com databasem, otherwise there was a problem.

I am glad to see they did the right thing fixed the problem, admitted it and compensated those affected.

madelaide · « **Reply #6 on:** February 20, 2009, 17:44 »

Ah, this explains why I have a credit for an image without an increase in the download counter. And they did not even got back the 30c? Amazing. Applause to StockXpert.

Regards,
Adelaide

Imagecom · « **Reply #7 on:** February 20, 2009, 20:57 »

Hi
The same thing happened to me too.
All I can say exemplary business conduct

imageZebra · « **Reply #8 on:** February 22, 2009, 17:10 »

I am very impressed; this was a right thing to do. I thought they may fix this subscription problem; but to reimburse everyone was something not expected from any agency. Many thanks Stockxpert team, you were quick to fix the problem and quick to credit the money. This is a good business practice that gained my respect.

DanP68 · « **Reply #9 on:** February 22, 2009, 18:28 »

Quote from: HughStoneIan on February 20, 2009, 12:15

What would have been the outcome had this happened at Fotolia, I wonder??

If this had happened at Fotolia, you would have been hit with a charge back because a customer's credit card was invalid on a 2007 purchase.

I have to say "good work" too to StockXpert. So nice to have an agency looking out for the contributor in a case like this. However my praise for them will be muted until they consider raising their very low subscription commissions. If they don't raise them soon, I will opt out until they do.

Phil · « **Reply #10 on:** February 22, 2009, 23:45 »

didn't affect me as I have subs enabled, but IMO thats an impressive response, they admitted to a mistake and then compensated people correctly, impressive.

Phil

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Author Topic: Stockxpert makes things right.... (Read 4617 times)

HughStoneIan

ErickN

gostwyck

Freedom

Stitcherladyxx

fintastique

madelaide

Imagecom

imageZebra

DanP68

Phil

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