Let me explain the entire incident here -I created a 3 videos campaign 45 days ago. And one of the videos was already delivered last week. Before I could accept the delivery, there was another creator who wanted to deliver the video, and due to the ratio mismatch of 4:5 and 9:16, she couldn't deliver the video. I reached out to the support team asking for a resolution on how I can accept this video. The support had a classic resolution for me to cancel this and create a duplicate campaign as always.I didn't want to do that as I've already done that in the past, and I asked for an alternate solution. Maybe accepting the video in the same aspect ratio as the video was made, or taking the delivery in a Google Drive as a one-time exception. But that was not an option as per the support. I want to highlight here that the platform is poorly built with zero flexibility for anything that we want to do in the platform. The only solution we have is to cancel the campaign and create a new campaign. Imagine we can't even rename the campaigns.Anyway, an apology, the support person offered me a full refund for the job. And just when I thought that the team actually cared about the customer experience, I got a new surprise. She went ahead and cancelled the job and processed the refund. She never mentioned about cancelling the job before, else I would have never agreed to that. And not only she cancelled the job, she cancelled the entire campaign with all three videos and three jobs. And I'm suspecting the main reason for this would be the classic flaw on the platform that wouldn't allow her to cancel one job in the campaign.I lost that video also since I haven't received the delivery of the first video. Again, when I reached out for a resolution, I was suggested that classic resolution of creating a duplicate campaign. I didn't want to, but I had no option, so I did that. I created the new campaign and invited all the same creators again. It has been over two days. One of the creators returned the product and so she isn't accepting to work again to go through this hassle. And the second creator who had delivered the videos said she is not accepting because of the video time length mismatch for the price. She had already made the video and delivered the video, but now she doesn't want to cooperate because she know the last job has been cancelled. Anyway, as per the suggestions, I created a new campaign, increased the price amount for the increased time frame, and invited the creator again. What I get in response after 24 hours is that she is still not willing to cooperate & deliver the video she has already delivered before.And now the support is again suggesting to hire a new creator. I'm not sure if the support understands the depth of this. It's not about just hiring creators and getting videos made. We do something with these videos. The video that is not being delivered was supposed to be run in a marketing campaign last week. If I'm going to hire someone new, I have to ship the product again, and the creator will take a couple of fixes. I would easily lose a few weeks for this new video. What about the opportunity cost and the potential losses that I am having because of this?Summary -1) The entire mess started with the platform not having the flexibility of accepting the videos in different aspect ratios.2) The support person cancelling the job without even asking me.3) The support person cancelling the entire campaign and not just the job.4) Both the videos are lost.5) The creators used and returned the product, so this could not be sold and would be destroyed by Amazon. The product cost is $500, so straight $1000 loss.Till now, I have done everything that the support team has asked me to do. Now, I think I deserve this videos after -a) Shipping the productb) Sending the scriptc) Making 3-4 campaigns for the same job4) And waiting for 45 daysI understand that if the support could have access to that video, they would have helped me get the video delivery. My major concern is the team doesn't understand that there has been a miss from their end and the potential impact that is causing because of that on my end. The team's entire focus is on stating the facts that the state system is built in such a way there is nothing that they can do, and that the entire focus is that I should be the one who should be understanding it. They keep on repeating that we would appreciate your understanding. And there is zero focus on actually making the customer experience better. Not even covering for the $1000 product cost loss due 100% of their mistake. I am done talking to the support. I am reporting to BBB & if they don't resolve it quickly I will take it legal for all the direct loss for the product but also the huge potential loss as we had to pull back on several marketing campaigns since I don't have the videos.
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