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I Needed this transcription to submit as part of an audio recorded coaching session. My application to receive my coaching credential is relying on accurate transcriptions. I paid over a $100 to get this project done in 1 to 3 days. My project was completed as a Word doc and back to me via email in 24 hours. I was pleasantly surprised. I was informed via email that I could review and make any revisions using their editing tool. This is when the issue begins.
The tool seemed user-friendly enough, easy to make changes, etc. I was instructed that once I save my edits that the revisions would update automatically. I proceeded to follow the instructions and downloaded my revised transcript only to learn that it does not come back as the original word document, but some other .srt extension document. The only word document that I received back was the original transcript without any of the changes. The SRT extension is not an acceptable format to submit to my credential review board.
Well, I figured it was something that could easily be explained and handled over the phone with customer service. So I called the phone number listed on the website over the last 3 days and left 3 voicemail messages to speak to someone. I'm still waiting on a return call. The email and chat correspondence have been less than adequate to resolve the issue so that I can feel comfortable submitting my transcript in the proper format. I even asked if someone could call me back on the phone. At the point of writing this feedback, I am no longer receiving any further communication from customer service via email, chat, or phone.
At this point, in order to meet my professional deadline, I will have to revise the original document myself manually. This will take an additional amount of time that I did not anticipate. Lesson learned.
The reason, I'm taking the time to be detailed with my review is to ensure that new customers like me don't get disappointed with their follow-through regarding the 100% satisfaction guarantee. I gave 3 stars because the price is competitive and the turnaround time and quality are good. However, count on making your own revisions manually or at least until they fix the editing tool to revise the documents in the original format. In addition, the customer service resolution team is not the best. If the process to reach someone for a verbal conversation was better, I feel such minor issues could have been resolved.
I will probably shop around before I use them again. I'm disappointed because they were recommended by my alma mater UC Davis.
February 19th, 2019
very fast service, but a couple of mistakes I spotted ehen I went through it.
December 16th, 2018
The transcription was excellent especially considering there was a good deal of background noise that had to be dealt with.
July 7th, 2018
Their live chat customer support service was amazing, they were really helpful and responsive and I actually felt like there was support from a real actual human staff member while interacting with the online service, which is seldom a user's experience. A wide range of ways to send your file. Options for student/non-commercial rates. Wide range of file types accepted. Final transcript was 20 pages from 1 hour 15mins footage, the first 25mins of the text were almost perfect, 99% accuracy. Big chunk in the middle had a higher number of issues, maybe like 90% accuracy which was a little disappointing since I paid extra for verbatim, but they give you a word doc so it's not hard to fix up bits where, for example, my interview subject had said "I was the bottom run of the popular group at high school" and the transcript read "I was the one running the popular group at high school" and it was turned around in 8 hours so there was bound to be some error, just be familiar with your content and check for that, there were a lot of these in the middle of my text, this might have been due to the Australian accent of the interview subjects, though I thought it was an Aussie site. Anyway, even though there were issues I'd totally use this service again and recommend it, their time for turn around and cost per minute and their support service were all just ace.
February 16th, 2017
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