1 reviews | Active since Aug 2016
Rapid Studio does not deliver what's expected
<p>The software is not user friendly - even Rapid Studio's own technical assistant had difficulty in creating an account. The phone number on the software is not in service. The product was supposed to take 3 days and it has now been almost 3 weeks with no end product. The prices posted on the product are not the "updated" version and I was billed R100 more than the price given on the software that I purchased.</p>
Hi Rhoda,
I must sincerely apologise for the negative experience you had when ordering from RapidStudio.
Customer satisfaction is very important to us, and I'm very sorry that wasn't your experience.
Just to clarify the details;
Software sold at retails stores can sometimes sit on the shelves for a while, If we have a price update, the software needs to connect to our servers over the Internet in order to download the price update and show you the most recent pricing. I think since RapidStudio has been operating, we've only had 2 real price increases across most of our products. Even then, the pricing of our softcovers was not affected by the last increase because of some of the printed advertising that some of our retail partners have in their stores.
I also see you had a store voucher for a softcover and then designed and ordered a hardcover which is a more expensive product requiring an additional payment on top of your voucher.
Our 0861 number on some of our older software is still operational, there is a message there to say we have a new number, gives you our new number, *** and then connects you with an operator. As we are no longer a Telkom customer and the call charges on the 0861 number are exorbitant, we plan on disconnecting it as soon as we can see that there are no more calls coming in on that line, but it is still currently operational.
I see we received your payment for the difference between the softcover and hardcover book on the 30th of August, and your book was dispatched with a courier on the 6th September, well within our "10 working days" fulfillment policy we used to use at that time. I would be interested to find out who told you that it would be ready in 3 days, while we do often get jobs out this quickly, it's by no means something we would guarantee.
Once again, I sincerely apologise for the challenges you had using our software, interacting with our staff and placing your order. We try hard to make the process as quick and easy as possible.
In order to make things easier for customers in the future and avoid hassles like those you experienced we've doing the following:
- We've implemented new online design functionality where you can design your books on our website without the need for special software and price updates etc. Designing online means everything is live and always fully up-to-date.
- We've asked Hello Peter to assign all cases with our company name incorrectly spelled with a space in it to our account so we can see them as deal with them immediately.
- We've focused on production to bring our fulfillment policy down from "10 working days" to "within a week"
- Xavier and our other support staff benefit from a weekly session where we tackle problems we've encountered during the week, and implement procedures and strategies to ensure mis-communications and other problems do not recur.
Once again, I am very sorry you had a negative experience, we take all our customer feedback very seriously and work hard to ensure the problems you described don't persist.
Best regards,
Hi Rhoda,
I must sincerely apologise for the negative experience you had when ordering from RapidStudio.
Customer satisfaction is very important to us, and I'm very sorry that wasn't your experience.
Just to clarify the details;
Software sold at retails stores can sometimes sit on the shelves for a while, If we have a price update, the software needs to connect to our servers over the Internet in order to download the price update and show you the most recent pricing. I think since RapidStudio has been operating, we've only had 2 real price increases across most of our products. Even then, the pricing of our softcovers was not affected by the last increase because of some of the printed advertising that some of our retail partners have in their stores.
I also see you had a store voucher for a softcover and then designed and ordered a hardcover which is a more expensive product requiring an additional payment on top of your voucher.
Our 0861 number on some of our older software is still operational, there is a message there to say we have a new number, gives you our new number, *** and then connects you with an operator. As we are no longer a Telkom customer and the call charges on the 0861 number are exorbitant, we plan on disconnecting it as soon as we can see that there are no more calls coming in on that line, but it is still currently operational.
I see we received your payment for the difference between the softcover and hardcover book on the 30th of August, and your book was dispatched with a courier on the 6th September, well within our "10 working days" fulfillment policy we used to use at that time. I would be interested to find out who told you that it would be ready in 3 days, while we do often get jobs out this quickly, it's by no means something we would guarantee.
Once again, I sincerely apologise for the challenges you had using our software, interacting with our staff and placing your order. We try hard to make the process as quick and easy as possible.
In order to make things easier for customers in the future and avoid hassles like those you experienced we've doing the following:
- We've implemented new online design functionality where you can design your books on our website without the need for special software and price updates etc. Designing online means everything is live and always fully up-to-date.
- We've asked Hello Peter to assign all cases with our company name incorrectly spelled with a space in it to our account so we can see them as deal with them immediately.
- We've focused on production to bring our fulfillment policy down from "10 working days" to "within a week"
- Xavier and our other support staff benefit from a weekly session where we tackle problems we've encountered during the week, and implement procedures and strategies to ensure mis-communications and other problems do not recur.
Once again, I am very sorry you had a negative experience, we take all our customer feedback very seriously and work hard to ensure the problems you described don't persist.
Best regards,