Abraham G.
Unreliable service and very poor (rude!) customer service
Unreliable service and very poor (rude!) customer service. I submitted a file, the company was late, I called to ask and the answer I got was that "they were busy." A few days after I came across an email from the CEO soliciting customers promising: "If we ever deliver late on your regularly scheduled transcription, it's FREE." I called back to ask how come I had to pay when company policy is that late reports are with no charge? I was told by the customer service rep that she is not sure what email I was referring to or that such an email even exists (!!), that it isn't mentioned on the website, and that they get busy sometimes. I talked to the CEO (which responded to my email fast and I give him credit for that). However he told me multiple times not to "lecture him," didn't see any reason to be kind after I told him that I was not going to stay as a costumer, and after a grand total of 10 minutes he hang up on me mid sentence (something I didn't know adults do). He did offer me a refund, which I am expecting. Shame it took to talk to the CEO to get to that point. I wouldn't recommend anyone to work with them - there are other companies out there and that is kind of behavior that shouldn't be rewarded. They are also expensive, which I mistakenly thought would mean impeccable service. The truth is the opposite. Also, you all see the irony that this happened with a company called Same Day Transcriptions right ? Last thing, their website is terrible and there is no way to find the link to upload files on it. No reason to use them.
Response from Same Day TranscriptionsJun 6, 2017
We were very disappointed about this client encounter. Since 2003, Same Day Transcriptions has been offering 24-hour transcription service, with all work being done strictly in the United States for confidentiality and quality purposes. It seems that this client interpreted our 24-hour delivery service option as a default for all work, which is not the case. 24-hour turnaround is available when we requested. This was explained when we discussed the job with this client (as with every client) and again on our job submission page. Because this client was not happy with our service, a full refund was offered immediately. There appears to be additional, perhaps competitive, incentive by this client in writing this review (it was edited and resubmitted six times). After addressing the client's concern about delivery time, we were then asked to answer to a list of complaints that he wanted us to field, as if being interrogated. As a confidential research transcription company, we support many people in academia, including law students, such as this client. Over fourteen years, we regret that our service has not been perfect 100% of the time, and we honor our service promises when a client is not pleased with our work, as we did in this case. We do understand, however, that some clients are beyond our best efforts and that, perhaps, their motive may be other than obtaining good service from us.