Bill W.’s Reviews of wizMotions & more

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1/8/18

At the end of the day, the whiteboard video that wizMotions produced for us was well done and of good quality and they were very attentive to everything until the last day of our project. The reason I am not giving them 5 stars is due to shortcomings in their process.

One of the first things they do is give you a detailed questionnaire to fill out in order to get the project rolling and for a script to be written. This questionnaire is thorough and well done, but it lacks a few basic questions.

Never were we asked to fill out a menu of things that we would like to include in our video such as script, narration, sound effects, music, color, etc. Each of these things is potentially an add-on which may and surprising to us did cost extra. Since these were not adequately spelled out early on, we were dinged along the way with unexpected costs to finalizing our video.

Secondly, because we were up against a self-imposed deadline, on our deadline date I asked for a progress report at about noon. I did not receive a response. I sent a second note a couple of hours later, then a third and never received a response. I became frantic and therefore sent an email to their general customer support portal. The response I received was unbelievable..."I wish I could do something to help, but for security reasons, I cannot access the account... We simply provide the platform that they're using to work with you, but we have no other connection to them or wizMotions." He then gave me a contact email instead of just forwarding my emailed concerns to them which he could have done because he gave me the email address (wizMotions never gave us a phone contact).

If it weren't for these two very important details, I would have given wizMotions 5 starts for an exceptional video that we are happy with.

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Thank you

Bill Z. – wizMotions Rep Over a year old

Thanks Bill, I appreciate the nice words. I would like to address a few of the concerns you had in the interest of full transparency for anyone reading:)

First regarding this: "Never were we asked to fill out a menu of things that we would like to include in our video such as script, narration, sound effects, music, color, etc. Each of these things is potentially an add-on which may and surprising to us did cost extra. Since these were not adequately spelled out early on, we were dinged along the way with unexpected costs to finalizing our video."

We are extremely transparent in our pricing and process from the very beginning. All of our pricing options and video options are found on this page on our site: http://wizmotions.com/pricing. In addition to these options there are countless other "creatives" that can be added to a project. With someone like animation videos the options are infinite. We always try our best to get as much information as possible from our clients from the very beginning but sometimes during the project options do come to light in which we do need to add cost. Because of how transparent we are I'm comfortable with this process as are our clients.

Regarding this: "Secondly, because we were up against a self-imposed deadline, on our deadline date I asked for a progress report at about noon. I did not receive a response. I sent a second note a couple of hours later, then a third and never received a response."

In this project in Basecamp it's clear what happened as we have time stamps that show all replies from us and our clients. You had sent us a message at 3:17 Eastern and the PM in charge got back to you in less than 3 hours. This was on a Saturday. I'm comfortable with this response time and I think our clients are as well. Here is the screenshot showing that: https://www.screencast.com/t/gAxpzp4OgRyW

Next regarding this: "I became frantic and therefore sent an email to their general customer support portal. The response I received was unbelievable...'I wish I could do something to help, but for security reasons, I cannot access the account... We simply provide the platform that they're using to work with you, but we have no other connection to them or wizMotions.' He then gave me a contact email instead of just forwarding my emailed concerns to them which he could have done because he gave me the email address (wizMotions never gave us a phone contact)."

You contacted Basecamp support. Not my team. Basecamp is the third party project management software we use to manage our projects with our clients. They have tens of thousands of customers and are not responsible to contact us on anyone's behalf. They don't know how we are or what we do, they just provide a software service to us. In my opinion to think that they act on our behalf is pretty unreasonable. They gave you the contact email address of my partner John (who is on the billing profile for the software) who got back to you within an hour I believe after you sent him a message (again on a Saturday). To contact my actual team, the best way to do that would be to go to our website and go to our Contact page. Our phone number is also at the top of every page of our website.

If anyone has any questions on this I can be reached at bill@wizmotions.com. Thank you!