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Ginger Tom Studios

(Total Votes : 7 )     100%    0%       [Community review and vote]

• Hi Cheddles Thanks for your positive feedback and suggestions. If you glance at my earlier response to Confidence Gal you'll see we're moving towards an instant (anonymous) price check rather than requiring people to provide their details for a personalised quote. For a number of reasons we plan to keep this dynamic approach to providing project costings but I'll revisit the Apple Store to see if there are other ways we can improve the process. Music is an important part of our offering and we spend a lot of time selecting suitable high-quality buy-out tracks to add to our music library. Up until now we've avoided commercial-release music and do not subscribe to the approach taken by some competitors that it's OK to dub track/s on to our DVDs where customers own the CD/s. I don't understand why they are not put under pressure to stop this practice by the appropriate authorities. Sometimes it's hard being the good guys! Cheers Ginger Tom
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• Good consistent site with clear content. Rather than an instant quote, is it possible to have standard prices on the site for standard services (ie. direct transfer of a VHS tape to DVD)? If you want to get fancy, you could even have a dynamic total price calculation for the various options. For an example, the Apple computer store does this quite nicely. How do you go about the various copyright issues with using contemporary music? (as I'm sure many of your clients ask you to do)
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• Dear Confidence Gal Many thanks for taking the time to look at our site. Previous posts have confirmed that we've got a lot things right, however yours has focussed on where we can improve - which is even more useful. Also, your feedback is very specific and clearly explained - thank you again. Coming back on your specific points:- 1. We plan to add a FAQ page to the site during the next major update of the site. We'll incorporate your queries with those already on our list to include. 2. Project turnaround time is usually between 2-4 weeks approximately. This will be appear on the FAQ page. (A specific delivery date is confirmed for each project we quote for). 3. For Instant Quote projects we originally provided the option to have more than one extra disc but no-one was selecting it, so our revised approach has been to encourage customers to buy more copies once they've received the master disc. Given your feedback we'll update the text to make sure people know they have this option before they order. 4. A summary of our returns policy will be included on the FAQ page with a link to our full terms and conditions page. We are planning to introduce sample DVDs for free or a nominal charge to ensure that new customers have the opportunity of seeing the quality of our work before committing to a full project. 5. We offer payment by PayPal, credit card, cheque & postal order. This will be on the FAQ page. Given your feedback we'll mention it in other places on the website as well - ie not just on the order pages. 6. We are about to make some of our products available to an international audience. Originally we were UK only and this was shown on our home page. What we plan to do is state clearly on each product page where it's available internationally and where it's UK only. This will also be summarised on the FAQ page. 7. I agree that an indication of shipping costs should be on the FAQ page. 8. So far we have not had any customer errors requiring correction - (phew!). But I agree it's important that we have a clearly stated policy to reassure customers. We'll be deciding on a suitable approach and add it to our terms and conditions, FAQ page and on other pages as appropriate. 9. Visitors can already get an instant quote for a project by leaving the pre-filled details as they are and pressing the quote button. However, this approach isn't completely intuitive so we plan to take out the requirement for people to provide their name, email address & project title before getting confirmation of the price for a project. 10. One thing I've been able to address immediately is taking out underlines where they are not links. (No excuse, I've been meaning to do it for a few weeks now). I hope the above proposed changes will provide the extra reassurance to customers you feel is missing currently. Let me know if there's anything else we should be doing. Regards Ginger Tom
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