Stellation Media x Fanbase Intel Avis 

Réponse de Stellation Media x Fanbase Intel

30 janv. 2020

Hi Khloe,

I've searched through all of our email threads to further investigate the request above and have not seen any email threads associated with the name Khloe, this review can be from a competitor.

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If you have any issues with your account please reach out to your dedicated account manager and they will handle any concerns you have regarding refunds. If our service is not working for your account or if you are unable to connect it to our service a refund will be provided.

Opening a dispute is a very tedious process on both parties ends and does not guarantee you will receive your money back. We always recommend speaking with your account manager and they will take care of your issues. Once a dispute is open our billing team has to speak with your bank and provide your activity logs, customer information, license key activation, etc It's always in our client's best interest to reach out to their account manager :)

Please read the FAQ & terms of service on our website for further information about our refund policy.

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Reviews
We have started to implement a bi-weekly email campaign contacting our clients who have worked or are currently working with us asking to share their experience with Stellation Media on our trust pilot account. This is a very common practice amongst businesses and brands online.

Have a great day!

Réponse de Stellation Media x Fanbase Intel

28 janv. 2020

Hi Tenay,

At this moment our clients are maxing out around 600-1000 actions, we lowered the settings while our development team updates our code to correspond with Instagram's new API update they released late last week.

We have running versions working on our dummy accounts, but we always make sure our i's are dotted and t's are crossed as our client's accounts are our utmost concern. We will be releasing a stable update at some point today and notify our clients via the notification bell in the top right of the dashboard.


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Our developers are waiting for their application to be more stable before applying any updates. I understand your frustration, however, we operate solely off their application. This is outlined in our story view terms of service and will happen from time to time, the service will never be running smooth 365/24/7 when things like this happen, it affects EVERY company who is doing automation, not just ours.

https://stellationmedia.com/terms-of-service/

We have some of the best developers in the world working behind the scenes, they have stable versions already working, they are just waiting for the Instagram application to fix their own bugs / glitches first before the implementation of our update. Their app has been unresponsive for users who are not using any sort of automation if you read the comment section in the down detector link you can see various users have problems.

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Yes, this is a very common practice for businesses. The idea was introduced to our marketing team because one of our workers ordered an item off of Amazon and there was a review card in the package stating if you would be so kind to leave a positive review of your experience if you had one, we would compensate you with a $5 amazon card. We further looked into it and a lot of companies introduce this into their marketing methods as well to encourage reviews, sometimes in life, people need incentives :)

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Any further questions, you can reach out to your dedicated account manager.

Thanks

Réponse de Stellation Media x Fanbase Intel

28 janv. 2020

Hi John,

Please reach out to your dedicated account manager, either Shaun or Marc. They will respond to you within 24 hours, that's guaranteed.

Please make sure you have the proper email address, you can find this in the various welcome emails we sent to you upon purchasing.

Best

Réponse de Stellation Media x Fanbase Intel

28 janv. 2020

Hi Sam,

Yes, this is a very common practice for businesses. The idea was introduced to our marketing team because one of our workers ordered an item off of Amazon and there was a review card in the package stating if you would be so kind to leave a positive review of your experience if you had one, we would compensate you with a $5 amazon card. We further looked into it and a lot of companies introduce this into their marketing methods as well to encourage reviews, sometimes in life, people need incentives :)

-Stellation Media

Réponse de Stellation Media x Fanbase Intel

24 janv. 2020

Hi Chris,

I believe you are referring to our question/answer active selection which auto responds to Questions that people ask via their Instagram story. These answers are completely automated based on your own inputs, we recommend 50. In our getting started video we say, this feature might not be for everyone for that exact reason. If you reached out to your account manager, if you switch your top setting Followers Liker to Followers Follower, this most likely would have solved your issue :)

Before leaving a review, always reach out to your account manager, they will walk you through your problems and provide solutions, if there is none, then we will refund you. Also, take a look at our software terms, we operate on Instagram's API. They had a lot of issues as they applied a huge update in the last 24-48 hours. When they have problems, so do we :)

www.stellationmedia.com/terms-of-service

As a client, you have 4 active services to chose from

1) Poll Votes
2) Question Answers
3) Slider Points
4) Quiz Answers

Id recommend trialing between 1 of the active services, or a combination of the active services you can choose from to see what delivers the best results for your account :) If you need suggestions, please reach out to your account manager.

Also, here's a youtube video that is found on our getting started page that goes over all active services (1-4) in complete detail.

https://www.youtube.com/watch?v=-B4QzGsVlJo

At this moment on 1/23/2020, as the API is always changing, we have clients engaging with up to 15,000 stickers daily.

Please reach out to your dedicated account manager for any further questions you have.

-Stellation Media

Réponse de Stellation Media x Fanbase Intel

24 janv. 2020

Hello,

**We have refunded the customer. He used an automation service right before using ours which can cause problems, in this case, it did. We deal with EACH refund situation by situation :)

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Our account manager has reached out to you directly to deal with the issue. We also see you left a negative review on Fanbump which is an automation service. If you are using another service while using ours or have used other services recently, this will 100% cause problems due to how it has affected your account. Most companies out there do not have proper development teams out there to keep up with Instagram's every changing API and this can cause many issues for your accounts trust score and how Instagram allows you to run actions. Please be very careful about what companies you choose to work with in the future...

Shaun will speak to you further as we have not received an email since Jan 15th, I informed him to contact you. Please handle matters there as this is not customer service, only a response to your review.

Best

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In order for our service to work, it's up to the client to set up the story engager. If it's set up incorrectly, it will not work. We have a step by step guide on our getting started page and help center to walk you through this.

If your account was set to deactivate, that means you never set it to active and clicked save, which then äctivates the service. This is also, outlined very clearly in our getting started guide (video tutorials) and help documents (text tutorials)

If your results came in poorly, it is for several reasons.
#1) The targeting you chose (this is the users we will interact with) If you did not follow our exact guidelines and used 25-50 sources with 100k + followers that are specific to your niche, then don't expect a lot of story interactions to occur.

#2) Your account, we can't force people to follow you. If you don't have good content, then don't expect good results. At the end of the day, our job is to engage with Instagram story stickers. Our software has a full analytic dashboard that shows how many stories we viewed, interacted with, etc. If you are not seeing results, then you need to tweak your targeting or produce better content to increase your follow-back rate.

Regarding you emails, I just opened all conversations under the name Zsolt. Our last email to you was sent on Jan 15th, 9:23pm EST stating "

Please email me once you add your targets back so I make sure everything is good to go."

We never received an email since.

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To anyone contemplating purchasing our service, the negative reviews we are receiving are from users who do not take the time to read our help documents, watch our getting started videos and instead of taking the time to learn how to use the service they bought, which takes 5-10 minutes, go right to the negative reviews and request refund and sometimes even hold the negative review over us.

Our service is 100% operational and to be honest, is providing amazing results for accounts who have great content and take the time to learn how to use the mass story engager.

Our customer support team is amazing and is slowly transitioning into 7 days a week. We have our development team in our support emails as well for any technical issues and they usually get back to us within 24 hours. If you take the time to learn to use our service and reach out to our account managers, you are destined for success.

However, we will not provide refunds to users who have used our service for 1-3 weeks and did not set it up properly to maximize results. If you reach out to us via email, we will help and assist you to make sure you are getting the best results from our service.

If for some reason you can't connect your account and provide us screenshots that the service is actually not working for some reason, we will refund you no problem :)

Please reach out to your dedicated account manager for any further questions you have.

-Stellation Media

Réponse de Stellation Media x Fanbase Intel

24 janv. 2020

Hello,

Bottom Response:
We provided you a free month of service. Please check your emails before updating reviews :)

I read through all the email threads, Marc was very responsive, provided you links to our help documents, insights on how to use the service and much more. Once again, it's up to the client to connect their Instagram account to our service. Once they do that, then we can step in and help set up mass story engager.


Charged For 2 Months
Our subscriptions are billed every 30 days from the client's purchase date and all terms regarding refunds are outlined in our terms of service, sales pages & faq. In order to complete their purchase, ALL clients must agree to our terms of service by checking a box to complete their purchase, if they do not, their purchase will not be completed.

The customer did not cancel their monthly subscription before their next billing cycle via their billing dashboard which they were assigned a username and password to when they first signed up. They also never sent an email to their account manager/support team requesting us to cancel their subscription.

To make it simple, if you have a Netflix subscription and don't cancel it, you will be continued to be billed.

Setup:
We provide an all in one social media dashboard that helps users expand their potential reach, brand loyalty and increase sales through our various features that we offer. When a user purchases our digital dashboard, they are instantly granted access to their dashboard & it features via a license key that is sent to them through emails upon completing their purchase. Clients have INSTANT access to our service once they complete their purchase. We also have dedicated account managers that work 9am-5pm EST Monday - Friday to assist with any problems.

As a client, you have FULL CONTROL over your dashboard. What this means is, you must connect your Instagram account to our service (we don't ask for your username or password) once you do this, you have full access to our Mass Story Engager, which we have help documents on how to set up. If you need help with targeting, settings, etc we have help document and also provide further insights as well. We have provided several documents that provide you the steps to do this.

We have been more than responsive via our customer service, provided multiple help documents and further information on what you need to do as a client to activate your dashboard and set up mass story engager. We go above and beyond for our clients but at the end of the day it's up to the client o connect their Instagram account, then from there, we can further assist you.

Here is a link to our help center & getting started guide which gives you video tutorials and help documents on how to get started and set up your account.
www.stellationmedia.com/getting-started

https://stellation-media.helpscoutdocs.com/

Please reach out to your dedicated account manager for any further questions you have.

-Stellation Media

Réponse de Stellation Media x Fanbase Intel

15 janv. 2020

Hi,

Trustpilot is a review site for clients to leave reviews for other businesses. This page is for Stellation Media, if you have not used our trials, Instagram growth service, or any of the digital services that we offer, please delete this review as it's not valid :)

If we do not hear back within the week, we will report this.

Thank you!