Kristine O.
Process Needs Improvement
Eventually I received my translated document, however, it was not without frustration. On the date the document was due, I received an e-mail stating that the word count was higher than expected and we owed another $141.00. The issue is, when first submitting a document for translation, it is scanned by GoTranscript, a word count is determined, and a price for translation is produced. Once that price is paid, there should never be a reason to come back to a customer to charge more for a document they have already paid for. If the process for determining the cost of translating a document is insufficient, then it is that process that needs to be addressed. An error on the side of GoTranscript should not result in an additional cost to their customer. The account manager was defensive in her communications and responded as if personally offended that I was unwilling to adhere to the additional charges. The unprofessionalism was inappropriate.