ATTENTION: Effective May 2, 2010….

It has come to our attention that there have been recent attempts to discredit our company on a grand scale.

We just found out that a few of the most recent publications of “Bad Service / Scam / Never Return Phone Calls etc., has been the work of a single person. We had a run in with this particular person almost 3 years ago. Our attorney found out this person has a history of mental illness and recommended that we try to resolve this with the persons family. The family has said that this person is no longer under their care and is causing all sorts of problems with not just our company but a few others as well.

We are currently in communication with those other companies to determine if there is anything we can do to resolve this issue. Unfortunately the person responsible is “transient-like” and does not have a permanent address any longer.

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Discovery Towers Multimedia works hard to ensure customer satisfaction and we do our best to accommodate our clients. Whether it’s a new customer/client wanting their website done as soon as possible or an existing client wanting an update done yesterday we do the best we can.

We typically work 6 days a week but we do not work 24/7 so please be respectful of expectations in emails and phone calls.

Not Completing Project In a Timely Manner: If a project is delayed simply because we dropped the ball and is our fault, we will either offer you a discount to finish your project or give you a full refund.

If the project is delayed because we are waiting on information from the client, then we are not responsible for delivering on time! This is much more common in that a client will say… “Ok I’ll get that to you tomorrow or tonite or in a couple of days” and then for whatever reason they even take longer. This is not our fault and emails are a good reflection of these delays. THIS IS WHY WE INSIST ON EMAIL COMMUNICATION…

All too often we hear… well I never got your phone call or message. When we send an email, we have a record of that communication regardless whether you received it or not.

If you feel that we are being unfair please send us an email outlining the circumstances. Our intent is to always provide good customer service and we will always do our best to resolve any concerns on both sides.

UPDATE ISSUES:

Because we are a small company with a limited in-house staff, we can only work on a first come – first serve basis. Our NEW CLIENTS take priority in getting their projects done as agreed on.

Our existing clients are no less important but because we do offer a limited “Free Update” service, we on occasion will get several requests in a day and depending on the request, may or may not get done immediately.

All we ask is that common sense be applied… If you send us a update that you want done immediately but you send it on Friday night at 9pm, we may and I repeat “May” be able to get to it over the weekend but more than likely will happen the first part of the following week.

If we get 6 requests on Friday, and Rich happens to take the weekend off, then on Monday our update person will start on the updates “In the order received” .

We have a link located at the top of every page that says “Submit Website Updates & Support” we encourage everyone to use that update link. What it does is drop your update request directly into the update work flow.

If you send an update request directly to Rich on Friday, and he does not open the email up until Monday, then he will simply drop that update into the workflow request putting you almost 3 days behind. So it’s more efficient for you and us to have you utilize that update request work flow form. It even allows you to upload images. so if you send a picture that’s over 10megs in size, it wont bounce back to you as it would in a regular email to Rich.

This is all for your convenience. Do not get upset with us if you send us an email with a update and then a few hours later send a “oops made a mistake email with a correction… It’s not a problem but the work flow continues… This is to be fair to everyone.

If you have a complaint, please be reasonable and polite in your explanation and we will respond in kind. We do not respond well to threats or intimidation just because it has worked for you in the past with others.

We are a professional company and act accordingly. However, if for any reason we do drop the ball and fail to perform as agreed and it is OUR fault, then we will make every effort to accommodate you.

We always ask that you pay via credit card or PayPal so you are protected and insure that you get your money back if there is a problem.

We want everyone to be happy with our services so our intent is to never be a pain in the rear-end to anyone. So if you ever do have a problem or concern, bring it to Rich’s attention immediately so we can resolve it before it gets blown out of proportion.

“Unreasonable People”

It seems that the longer we stay in business and the more people we deal with the higher chance of us running into certain people with “personal issues” and are simply looking for a fight or a chance to try to bully. Two years ago we had such a person and after doing some research found out that this person is “Off Of Their Meds” so to speak. So we are simply put into a position of defense rather than pursuing someone who cannot be reasoned with.

This person “delights” in trying to make things difficult for us. He also uses anonymity to try and protect himself as well. So our counsel has informed us we can either pursue an expensive court solution and still not get satisfaction because the person is “Not Well” or we can simply hope that people will recognize our position and understand that some people just can’t be reasoned with. So with that said, we can only rest our case.

How Do We Recognize “Unreasonable People”?

1. They send 10 emails or more in one day (This is not regarding initial startup projects where we ask the client to send as much and as often as they wish)
2. They send us an email at 6pm and then at 7am the next morning asking why we have not replied to their previous email.
3. They constantly change their mind and/or cannot make up their minds
4. They are easily influenced by anything they read and then pretend to be knowledgeable in that field.
5. They ask us to do all the research for them even though they could do it themselves
6. They are coy and play games agreeing on one set of features and then gradually asking for more as time goes on without wanting to pay for more.
7. They don’t want to pay anything but want us to do everything
8. They ask the same questions over and over and over again as if they just don’t get it.
9. They never accept personal responsibility and put it off on their spouse, or relative as being the one in charge.
10. They pretend to be someone whom they are not, such as a decision maker.
11. They make outrageous promises that can never be kept.

If any of these attributes fit you then please do not ask us to work for you. As much as many people try to hide these issues, they eventually come out and we’ve learned that it’s simply best to end the business relationship and move on.

There are way too many good people out there that need help, are reasonable and are a joy to work with.