Deceptive Practices – Inaccurate Estimation Tool

Long story short, we signed up for the $4.99 monthly plan and paid $19.99 for a one time optimization of 3GB that originally, and inaccurately, stated it would optimize all of the images on our site.

After running the tool FOUR TIMES (because it was unable to process them all at once) I realized I had over 3GB of photos and the tool ended up eating all of my monthly credits.

Come to find out, their estimation was incorrect and inaccurate.

I emailed their support and eventually their CEO and went back and fourth over the course of a week and a half complaining about how their tool is broken.

Their response was “If the estimation been 100% accurate, the tool would have suggested to buy a one-time plan worth 5GB instead of 3GB, and the same monthly subscription. So you probably would have paid $29.99 for a 5GB one-time plan (not advertised, but available), and the same $4.99 for a monthly 1GB. And after 100% of images would have been optimised, you would have had 0.36GB left in monthly credits”

If I had just been told from the beginning to pay $29.99 upfront, one time, and $4.99 monthly, then all would be fine.

What I asked them to do is credit back our monthly quoata $4.99 and also provide us with enough credits to finish optimizing the rest of our images $10.00. So, $14.99 in total.

At the end of the day their CEO (if you can even call him that) wouldn’t credit us anything and they lost a customer due to their complete lack of understanding how customer service should work.

Instead of coming out and saying, “I’m sorry our estimation tool provided you with an inaccurate estimate, let me credit you your monthly credits as well as enough credits to finish optimizing your images”, they were extremely condescending in their responses and kept pushing me to just buy more credits and to upgrade my plan.

Their responses to me were:
“It’s important to think about, what if Imagify didn’t underestimated the size of your library.
So we would have suggested you a higher monthly plan (since the biggest one time plan is 3GB) and you would have been able to optimize all your images.

You can simply upgrade your monthly plan, since the amount is prorated, it’s like you would have subscribed to the monthly plan since the beginning, in term of money.

The underestimation, can be solved directly by you by upgrading temporary your account, I don’t see any reason to reset your quota because of this.”

AND:
Their “CEO” stated “I think this doesn’t justify it. If it would have result of a bigger calculation than your actual media library, we would have definively refund you the unused quota for exemple. Since this mistake from ourselves can be solve directly by upgrading without causing extra money spent for you, that’s I think it doesn’t justify.”

This is a complete bait and switch and it’s beyond me how they’re able to continue operating under this premise.

Just wanted to share this with everyone in case anyone is considering using them and has a large library of images. Be warned that their estimation tool is BROKEN and does not properly estimate your entire library.

They have no way to properly set expectations and have no inclination to keep customers happy.

STAY AWAY from this company at all costs!!!