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Duncan Baker
Duncan Baker
User

Expiring credits  en

Author: Duncan Baker
Visited 1248, Followers 2, Shared 0  

I think it most unfair that credits should expire. I have bought some credits in good faith - admitedly when they have been on offer - but I do not see why they should expire.

I accept that templates etc may change in price, but, why should my credits expire. It is like I gave websiteX5 £20 and then, after a period, they tear it up and throw it away.

I bought credits thinking that I would be rebuilding my website shortly but the timescale has slipped and now websiteX5 tell me that 22 credits - which I have paid money for - are going to be cancelled on 4 December. That, to me, is theft.

I look forward to a positive response from WebsiteX5 or I shall take it to the ombudsman. I feel that strongly.

Duncan

Posted on the
76 ANSWERS - 17 USEFUL
Duncan Baker
Duncan Baker
User
Author

And I pay my annual licence renewal fee - which is fine. But I don't like expiring credits. 

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Posted on the from Duncan Baker
Tom G.
Tom G.
User
Duncan Baker
... It is like I gave websiteX5 £20 and then, after a period, they tear it up and throw it away...

No, Duncan, they don't throw it away. They keep it!

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Posted on the from Tom G.
Esahc ..
Esahc ..
Moderator

Nothing has changed. . . 

Incomedia say "we have just aligned to other companies which have adopted the Credits system". I may have lead a sheltered life, but cannot find these companies, perhaps someone here can provide a list so I can avoid them?. The credit system is similar to gift cards available in Australia, until recently these all had a 12 month expiry date, but due to a groundswell of user complaints most now never expire, those that do generally have a 3 year expiry. This new order of things was brought about by legislation.

In Australia: The law requires that most gift cards or vouchers be sold with a mandatory minimum expiry period of three years. The period begins from the date a gift card is sold to a consumer. Businesses can choose to apply an expiry period longer than three years and no maximum expiry period applies

https://helpcenter.websitex5.com/en/post/191041

If you would like to see how much users enjoy the credit system (which I personally like but they should never expire - at least whilst I have current "protection") use Paul's wonderful WX5 search

https://webx5.pro/search.php

and in the search field simply type "credits expire" - enjoy! There are pages of them :-)

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Posted on the from Esahc ..
Incomedia
Elisa B.
Incomedia

Hi Duncan, 

unfortunately I must confirm that Credits do have an expiration date. I fully understand your point of view and I really hope this won't cause any issues. Please consider we warn about the Credit expiration on the FAQ page, on the Credits Page and by sending some reminders e-mail: did you get them?

In your case, the credits will be active until next week: we have some new templates and objects you may want to check out, so to avoid the expiration of unused Credits. 

Please let me know if there is anything I can do for you. Kind regards.

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Posted on the from Elisa B.
Duncan Baker
Duncan Baker
User
Author

I shall never buy credits again until I actually need them. I am very disappointed. 

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Posted on the from Duncan Baker
Esahc ..
Esahc ..
Moderator

. . . . . .and there are usually 5 freebies in the lead up to Xmas :-) Unfortunately few object cost just 5 credits.

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Posted on the from Esahc ..
Duncan Baker
Duncan Baker
User
Author

If we can buy credits, I do not understand why we cannot buy the items we need directly - when we need them.

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Posted on the from Duncan Baker
Tom G.
Tom G.
User
Duncan Baker
If we can buy credits, I do not understand why we cannot buy the items we need directly - when we need them.

Why? Because Incomedia would not be able to keep your money for expired credits! That's why.

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Posted on the from Tom G.
Myron A.
Myron A.
User

Actually, it is unfortunate that Incomedia does not realize how much this credit issue is costing THEM!

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Posted on the from Myron A.
William J.
William J.
User

Myron just another reason why I have left Incomedia. I had the same issue and the response was to just accept that this is the way they do things. Unfair to their users and just another way of generating income from their customers.

Incomedia should just do away with the credits and allow customers to purchase the objects, templates as needed. That would be fair.

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Posted on the from William J.
Tom G.
Tom G.
User

I wonder if all those posts regarding credits and complaints that they expire reach the management...

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Posted on the from Tom G.
Duncan Baker
Duncan Baker
User
Author

Good point Tom. Do they Elisa?

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Posted on the from Duncan Baker
Incomedia
Elisa B.
Incomedia

Hi Duncan, 

I can assure you I personally report the feedback we receive, especially if it is on a problematic subject such as the credit expiration. Unfortunately, reporting your considerations is at the moment the only thing I can do, and in case there should be any changes or updates regarding the matter I will be happy to inform you. 

Please let me know if I can be of any further assistance. Kind regards.

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Posted on the from Elisa B.
Duncan Baker
Duncan Baker
User
Author

Thank you

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

A response from the powers that be would be ever so nice.

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

Not happy at all cry

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Posted on the from Duncan Baker
Tom G.
Tom G.
User

I am in the same situation. I wonder what Tamplate(s) or Objects you can buy for 6 credits...

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Posted on the from Tom G.
Duncan Baker
Duncan Baker
User
Author

It is tantamount to theft IMHO money-mouth

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Posted on the from Duncan Baker
Steven B.
Steven B.
User

Shame Incomedia isn't U.S.-based. That's illegal here. Many class-action lawsuits have been one against companies who do this.

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Posted on the from Steven B.
Tom G.
Tom G.
User
Steven B.
Shame Incomedia isn't U.S.-based. That's illegal here.

I will add it just for laughs - has nothing to do with Incomedia.

I found about 10 years old return receipt from OldNavy store in New York, which I got returning some merchandise. Credit for $30 or so.

Being in Boston, I visited the OldNavy store and presented at the register my old credit receipt. They took it as cash!

What a difference!

Just my two cents...

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Posted on the from Tom G.
Incomedia
Elisa B.
Incomedia

Hi Duncan!

We are currently having a 35% off credits if you are interested, in this way you will be able to use the credits that are left before they expire. Please set the message as private if you want to proceed, so I can provide you with the link. 

Thanks! Kind regards.

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Posted on the from Elisa B.
Jim C.
Jim C.
User

Hi All,

Incomedia, they just dont get it do they !

Jim

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Posted on the from Jim C.
Duncan Baker
Duncan Baker
User
Author

Thanks Elisa. The whole point is that I have just "bought" something I didn't want and will probably/possibly never use just to use up some of my credits. I have a few left that I cannot use as they are too few to "buy" anything and I do not wish to waste money buying yet more credits as I would only be able to use those for things I may never wish to buy.

I appreciate that you are not in a position to do anything about this but I would be grateful for the civility of a reply from Icomedia management as to how they think it is legitimate to take money off us for credits and then keep *our* money if they do not provide us with anything we wish to "buy". 

The software is great but the credits approach is not acceptable. 

I would appreciate a rationale from the management or a link/email address so that I can contact them directly.

This credit scheme should be scrapped immediately. I know of no-one else who deals is this appaling fashion. 

Duncan

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Posted on the from Duncan Baker
Giuseppe Guida
Giuseppe Guida
User

I agree with Duncan and all the other users: it is unfair that the credits have a deadline.

QUESTION for Incomedia: but what happens to you that is so catastrophic or what changes in "your life" if a user takes advantage of the credits after a year or two years? I would really like to understand the profound motivation of this decision (to say the least unfortunate!) of your company.

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Posted on the from Giuseppe Guida
Andrzej K.
Andrzej K.
User
Best User of the month PL

Esahc,

This year there will be no free 4 credits :(

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Posted on the from Andrzej K.
Duncan Baker
Duncan Baker
User
Author

Even if I use my credits within the timescale currently allowed, Incomedia has been sitting on my money - not me cry And, if I don't use them as I don't need them, Incomedia keeps the whole lot crycrymoney-mouthmoney-mouth

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

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Posted on the from Duncan Baker
Incomedia
Elisa B.
Incomedia

Hi Duncan, 

I am really sorry about this situation. I have forwarded your request, so it can be discussed internally, and you should be contacted by e-mail. 

Thanks! Kind regards.

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Posted on the from Elisa B.
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

Hey Elisa,

The information done By Duncan is not a personal situation. tongue-out
It's the same for ALL users.
We lost our credits AND money, but NOT Incomedia !!! 

So in this case send an email to all of us ! 

Regards

https://wsx5.afsofwtare.fr

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Posted on the from Wsx5.afsoftware.fr  
Andrzej K.
Andrzej K.
User
Best User of the month PL

Elisa,

It is a matter important for all users so please do not treat it like a single matter. I am really consider if it shouldn't be send to ECC-Net that deals with matters illegal in EU.

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Posted on the from Andrzej K.
William J.
William J.
User

Incomedia will not (unless forced to ) change the credits model. In short it makes them too much money imo. If you look at the model they use, the user will always be left with a few credits even after a purchase. This will then force the user to purchase more credits than they need in order to purchase an object/template leaving them with yet more unused credits. As far as I can see it's a no win situation for the user.

An easy way around this would be to introduce single credits to the users. Then if I was 3 credits short I could just purchase what I need.

Or just scrap the credit system.

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Posted on the from William J.
Duncan Baker
Duncan Baker
User
Author

Perhaps we should all just stop buying credits?

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Posted on the from Duncan Baker
Giuseppe Guida
Giuseppe Guida
User

Elisa, non è solo un problema di Duncan, ho dovuto anche in passato acquistare "forzatamente" degli oggetti che non volevo perchè avevo dei crediti in scadenza, anzi ti dico di più: i crediti in scadenza non erano sufficienti per acquistare qualcosa sul vostro Marketplace, ho dovuto necessariamente acquistare altri crediti che, sommati a quelli che stavano per scadere, mi hanno permesso di acquistare qualche oggetto. Ho dovuto anche spendere altri soldi che in quel momento proprio non potevo spendere, pur di non perdere quei crediti.

Google Translate

Elisa, it's not just Duncan's problem, I also had to "forcefully" buy items in the past that I didn't want because I had credits expiring, and I'll tell you more: expiring credits weren't enough to buy anything on your Marketplace , I necessarily had to buy other credits which, added to those that were about to expire, allowed me to buy some items. I also had to spend other money that at that time I couldn't spend, just to not lose those credits.

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Posted on the from Giuseppe Guida
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

The simple way is to leave the credits alive after the purchase with no limitations in the time.
Should be be a normal usage !

We use them how we want.

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Posted on the from Wsx5.afsoftware.fr  
Incomedia
Elisa B.
Incomedia

Hello guys!

I agree with you that the situation Duncan is experiencing is the same one other users, including you, are going through as well. We got in touch with him specifically because he is the author of this topic, still if you want to directly report your own feedback or if you have a request linked to your personal credit status, please feel free to either contact us with a private message or by e-mailing us, we will do anything we can to try to meet your needs. 

Again, let me stress the fact that I have reported this post so to bring the attention back on this topic, but as I mentioned earlier this is all I can personally do at the moment. 

Thank you all for taking the time to share your thought on the matter. Have a nice day. 

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Posted on the from Elisa B.
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

I said ..Money si back...

But this truth is not appreciated by Elisa which has removed my previous comment.

Elisa, it's true... and ALL users are impacted... So you can manage this issue for all and not one by one like you said... You have no time for that.

It's GLOBAL issue for ALL

I have already said this... your are not fairplay and you don't appreciated the truth !!!! 
In this case change the way to work with your customers.... because we are !!!

https://wsx5.afsoftware.fr

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Posted on the from Wsx5.afsoftware.fr  
Donald B.
Donald B.
User

Actually (as the truth or facts of a situation; really) for the fee that is charged for X5 Pro, all the features in the store should be included. Especially when you consider there's two other programs that have equivalent and more standard features for $60 US. The caveat with those is the learning curve and english/dutch only with translations available. If I had the time or retired I would be using one of those. Another program has bootstrap 4 as it's kernel with 3 auto breakpoints using layout grids for $149 US. No captcha/re-captcha with the forms so you would have to use google or 3rd party form like coffee cup.

But like most of the people here I'm locked in with X5 for the time being. I also would not mind paying the full price annually if everything was included, no problem. (I'd like to see two pro versions, one standard and one with the shopping cart.) But companies, marketing and sales think they have to find ways to milk every last dime out of their customers. Put the carrot out in front of your face and when you want that feature raise it up and the cost of course.

What's so odd about it is (I'll be nice here) they're only hurting themselves in the long run. So get as much as you can for as long as you can, that's the mindset. Then when the ship goes down the employees are baffled, cannot understand and scream what happened. And the rest of us look for another program to use. History repeats and repeats itself. As usual I'm sure the CEO and top mangers have no clue and only hear what marketing and sales fill their ears with. 

My two cents.

 

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Posted on the from Donald B.
Andrzej K.
Andrzej K.
User
Best User of the month PL

From about 4 years I prolongated your programm. This year I don't and for now I stay with version I have. If you make new version of programm that correct errors mentioned by me and other users I will prolongate it. If not I stay with presenr version of programm it will not be outdated. But I bought other programm and start to learn it. I think the same do many users upset about your customer policy. I lost a few hours for manually adding the alt tag to your galleries for positioning (it is a few minutes of work your programmers). It is only example - you don't have to do this, I won't force you, but you shoot yourself in the foot. It is only my story but I am sure each user of Website has similar story and similar experience. Of course it is not your fault, Elisa, but your management and its policy. Larger enterprises disappeared due to customers leaving... Just think management guys.

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Posted on the from Andrzej K.
Duncan Baker
Duncan Baker
User
Author

I have received an email from Sara of the sales team offering me some free credits as compensation. I am not happy with this and am replying. It is not the right solution. 

Duncan

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Posted on the from Duncan Baker
John S.
John S.
User

I think that INCOMEDIA should tell all us users the reason why the credits should expire at all.

We buy and pay the credits. The credits cannot be used elsewhere. We cannot buy anything at Apple Store with the credits, so INCOMEDIA will have no obligations  to other. The credits is tied to INCOMEDIA. If a user leaves the X5, then the money is still at INCOMEDIA. And then they have some easy money as well.

Is there a law in Italy that says that if you have some money that you take care of for another person, and this other person have not asked for the money within a year, then the money is yours??

Would be nice to have a bank in Italycool

Is it because their system cannot have amounts without expiration date????

And why should the period only be a year?????

If it was  gift-card and it was in Denmark, then the period would be at least 3 years. Normally 5.

We trust INCOMEDIA. Like a gift-card it will be useless if the Firm is closed. We pay up front and trust they will give value for the money later.

Why not let us pay the cost when we want to buy a template or an object???

I have taken a break with the X5, so I have no actual need for credits, but I have alway thought the credit-system was a kind of humbug and was not a decent way of making business.

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Posted on the from John S.
Duncan Baker
Duncan Baker
User
Author

Dear Sara,

Thank you for your email. But I am not happy with your solution. I will not accept those credits.

We should only have to pay for what we want - and not be robbed of credits we do not want or need. Currently, the number of credits does not ally with the number need to purchase. It is theft.

I demand that the scheme be re-thought so we only purchase what we need.

Duncan

On 05/12/2019 15:37, Incomedia Sales wrote:
Dear Duncan,

it's Sara of the Incomedia commercial team. I have been informed about the issue about your credit situation.

First of all, I would like to express how sorry I am about this, and I also would like to confirm, as my colleague Elisa also mentioned in your post, that your feedback will be reported so to inform the person in charge about how you, as well as other users, feel about the current credit system. I know you are specifically interested in the reason for the choice of making credits available for one year only. The choice of setting an expiration date is simply the result of internal company decisions which have been made as this system was adopted.

Now moving on to your particular case, let's briefly sum up your current credit status: you had 2 credits left from a 55 pack, which have unfortunately already expired, and you still have the 4 credits you got for free last year around Christmas time, which are due to expire on December 7th. In order to avoid the expiration of the 4 credits which are left, we can offer you a 10 Credit Pack for free, which again will be valid for one year. You will then be able to use the 4 credits until Saturday for the Advent Calendar offers, and possibly have some credits left for any other upcoming new feature published on our Marketplace throughout next year, and for the Advent Calendar as well, of course.

I really hope you will be happy with this solution. Kind regards.
Sara

_____________________________________

Sales Team



Incomedia s.r.l.

Via Burolo 22/A - 10015 Ivrea (TO) - Italy

EN &DE: +39 0125 1925777

IT: +39 0125 253491

Fax: +39 0125 362780

***

www.incomedia.eu - www.websitex5.com - www.webanimator.com

_____________________________________

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Posted on the from Duncan Baker
Nd T.
Nd T.
User

Полностью всех поддерживаю. Я ранее писал https://helpcenter.websitex5.com/en/post/217653#1

Очень очень плохо инкомедия лезит в карман к пользователям.У купленных кредитов не должно быть срока действия. Инкомедия выпускает мало обьектов для покупки. Если инкомедия отнимает купленные кредиты (заканчивается срок действия кредитов) то пользователь должен иметь возможность в любой момент обменять кредиты обратно на деньги. Допустим если не появились новые дополнительные объекты.

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Posted on the from Nd T.
William J.
William J.
User

Wsx5.afsoftware.fr

I too noticed that your comments were removed wonder why??undecided

I have said before and others agree that Incomedia need to rethink this sales model. It is heavily stacked in their favour. I found it impossible to use all my credits to purchase an object or template. I had to purchase more credits than required to make my purchase that left me with a few worthless credits thus ensuring that I would once again have to purchase credits, and so it went on.

Just one of the reasons I have stopped using X5. 

IMO I felt that Incomedia just pay lip service to their customers and really just want to squeeze as much revenue out of them as they can. It's not a cheap product by any means and as such should command a better service than they give.

Lets see how long this post stays up cool

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Posted on the from William J.
Giuseppe Guida
Giuseppe Guida
User

Incomedia ... We are many and we all think the same way: we don't want the expiration of those credits. This topic is becoming a popular plebiscite against your company...

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Posted on the from Giuseppe Guida
John S.
John S.
User

I can think of a reason for the credits.

As INCOMEDIA themselve is not able to have their own payment routine, they use 3. party software for the payment. And I guess they have a transaction fee for that. And then it makes sense that we can buy a bundle of credits that can be used for smaller transactionsm which they can handle in their own system.

This way we can "buy" more objects and templates and it takes only one transaction fee for INCOMEDIA.

This is okay and understandable.

I can also understand that when you have an amount that is not used for a long time, then you have to know "who does this money belong? - and do we have to return the money".

All this could be solved if there was a "renew" function for the credits.

If the credits was not renewed ( the owner is dead and the account still exist ) then they simply expire and INCOMEDIA takes the money. This is as it is today.

If the credits is "renewed" then a user is still alive and intend to use the credits at a later time. THIS WOULD BE ACCEPTABLE I think.

The credits should be renewable as many times as it is needed. When you renew a credit, then it will have a new expiration date from the date it is renewed.

This way, a living person will be able to use his credits when he want to - a dead person, or a person that no longer visits his account will lose his credits as they simply expire.

If you do not remember to renew credits you will also lose them, but this we could also accept as we get a warning.

INCOMEDIA could stay on with exactly the system they have now - all we users demand is a "renew" function.

Just an idea

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Posted on the from John S.
Esahc ..
Esahc ..
Moderator

Incomedia could simply use credits as another way to encourage users to renew protection. If protection is active then credits should never expire, but if protection lapses then the credits could expire after 12, 24 or 36 months? Dead people do not renew protection.

I still think this is basically unfair but Incomedia may see some merit in this.

I like the renew option, but I am sure this would require a bit of database management, maintenance & update.

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Posted on the from Esahc ..
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

advent calendar is typically a weapon to sale credits ... nothing more for us

no gift, but again money.

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Posted on the from Wsx5.afsoftware.fr  
Dieter D.
Dieter D.
User

I use X5 nowdays less and less.

Main reason is that I don't like that Inco gives me the feeling that they try to get more and more money out of the users by the yearly subscription (called "update protection"), the extra charges for all the objects and the strange credit system with expiring credits (most likely even against the law in Austria but who will be suing for the few Euros...?).

On the first glance X5 is not really expensive, second thoughts, with UP & objects extra charges, it has become a piece of software which is costing quite some money for the features offered.

On top I don't feel that there is real progress with the program itself. Users complain for years about the same features (shop, payment provider integration,...) but nothing really improves here. New releases are often very buggy so I'm not sure about the release quality (I usually wait a few weeks before upgrading).

By the way: the advent calendar is a joke, just offering small credit reductions on objects or "free" software (software that you find on other sites as well for free)...

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Posted on the from Dieter D.
Myron A.
Myron A.
User

Dieter, that pretty much says it all.

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Posted on the from Myron A.
Andrzej K.
Andrzej K.
User
Best User of the month PL

Dieter D.

100% right, better discount you could find at facebook profile than in advent calendar and calendar from this year is only for trying sell templates. Give more objects s usual, second example - polaroid gallery was free in last year calendar and now only four credits discount...

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Posted on the from Andrzej K.
Tom G.
Tom G.
User
Wsx5.afsoftware.fr  
advent calendar is typically a weapon to sale credits ... nothing more for us no gift, but again money.

Not true! There was free "Ashampoo UnInstaller 7"! wink

What does it have to do with WSX5? Should it be an invitation? wink

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Posted on the from Tom G.
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

clap clap Tom... Lol

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Posted on the from Wsx5.afsoftware.fr  
Jim C.
Jim C.
User

Hi All,

The other "problem" with the credits system, is that you don't really know if you are getting value for the money.

I.E. you bought credits some time ago and when you come to use them to purchase something at say 16 credits,

how much are you really paying for it...........Incomedia wins again !

Jim

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Posted on the from Jim C.
Jiper 85
Jiper 85
Moderator
Best User of the month FR

Hi Jim,

It all depends on the choice of purchase. The screen copy below gives the value of the credit compared to the purchase made.

https://market.websitex5.com/en/credits 

J.P.

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Posted on the from Jiper 85
John S.
John S.
User

@Jim

You know how many credits you have bought for an amount of money.

You should then be able to calculate the price per credit.

When you buy an item then you know how many credit it costs and again you should be able to calculate the cost for the item.

It is true that the price per credit is dependent of the credit pack - and if there is a discount.

But if you are really interested then you could write down the cost per credit and again you should be able to calculate - even if the "price" for an object is taken from different credit-packs.

I agree it is a special system, but this is how INCOMEDIA has chosen it to be.

I think we could live with it, if only expiration time could be renewed.

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Posted on the from John S.
Jim C.
Jim C.
User

Hi All,

I accept that by keeping track of the amounts of credits that I have bought and the various cost per credit (depending on the “discount” at the time of purchase), I can work out the cost of the objects purchased.

However if you look at the Incomedia site, you can buy 85, 55 or 25 credits.If you look at the objects available to buy, excluding templates (I am assuming that most experienced users would probably buy “objects”) the amount of “objects” available for “X” amounts of credits is as follows:

Object Quantity       Cost (credits)

1                                      24                                      

4                                      18                                        

7                                      16                                        

3                                      14                                       

1                                      13                                        

10                                    12                                      

6                                      10                                      

2                                       8                                          

3                                       5    

Given the amount of “objects” that have an odd cost (4 in total), invariably users will end up with a small amount of credits that will require “topping” up in quantities of 85, 55 or 25 to buy other “objects” or risk losing them due to the enforced time limit.  

Incomedia still wins.

Jim

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Posted on the from Jim C.
William J.
William J.
User

Yep it is designed that way for a reason, to force you into a no win situation. Once signed up to the credit system you will always loose some credits.

The best thing Incomedia could do for their customers is do away with the credit system and just charge a set price for the templates and objects. That way everyone knows where they stand and don’t feel like they are getting ripped off.

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Posted on the from William J.
Duncan Baker
Duncan Baker
User
Author

Absolutely William J. I completely agree with you. Poor Elisa has borne much of the brunt of this - and I thank her an apologise to her for any dicomfort she might have felt. 

We really need someone from Incomeia to step up to the mark and say "I realise why you are not happy with this system - it is not fair to you, the customer - we are going to change it immediately. Henceforward we will put up the correct price for each object or template and you will be able to purchase them using a credit card or paypal."

It is not difficult Incomedia - just do it now please. I shall not be buyng any further credits - ever - ender the current system and I am actively looking for an alternative to WebsiteX5 as I am about to rebuild my existing websites.

I am quite disgusted with Incomedia's treatment of customers. 

Duncan

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

Incomedia - are you happy with unhappy customers?

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

I have jut sent this email to Sara of ***

Dear Sara,

Is Incomedia happy with unhappy customers? The credit system is unfair and is, basically, theft.

The number of credits does not accord with the values of the products offered so the temptation is to buy more credits which then expire. So our money is stolen.

I demand a satisfactory reply to the effect that credits are going to be phased out immediately so that we only have to purchase what we need.

If I do not receive a satisfactory reply within seven days, I shall be referring this matter to the financial ombudsman. In the meantime, I shall not be purchasing any more credits and I am actively looking for a more ethical alternative to WebsiteX5.

Best wishes,

Duncan

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

sorry - ***

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Posted on the from Duncan Baker
Incomedia
Elisa B.
Incomedia

Hi Duncan,

please let me stress one again how sorry I am for this situation: you've been a customer for a pretty long time now, and I really feel sorry to know that you are so unhappy with Incomedia right now.

The Credit system has been put up this way for commercial reasons, so to promote the sale of credits, which have the advantage of allowing us to keep the price of the Marketplace resources are generally low. While I did report you as well as the other users' considerations, I am sorry to inform you that unfortunately we do not plan on applying changes to this system.

As we do understand that the expiration of unused credits is pretty uncomfortable for you as a customer, and as the satisfaction of our users is one of the highest priorities we have, I invite all the other users who might find themselves in a situation where a certain amount of credits is going to expire to e-mail our commercial department: in this way, we will be able to look into each single specific situation and find a solution which fits the person involved in the best way.

I thank you again and I wish you a nice day.

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Posted on the from Elisa B.
Duncan Baker
Duncan Baker
User
Author

Thanks Elisa. 

I do not understand the commercial logic behind this but I do thank you for your kind attnetion to this.

I (and I think probably others) would rather pay a proper commercial price for templates etc rather than buy credits for something we do not want at the time and then sacrifice them when the number of credits does not match the credit price of what we are buying.

I'll leave it there - but I am not happy.

Duncan

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Posted on the from Duncan Baker
Sinisa B.
Sinisa B.
User

@ Duncan

My thoughts exactly!

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Posted on the from Sinisa B.
Duncan Baker
Duncan Baker
User
Author

There was a comment up earlier stating that it might be difficult for Incomedia to take payments for each individual template or item.

With all due respect - that has to be seen as rubbish. They can take money for credits OK.

Sharpen up Incomedia - websiteX5 is an excellent product - but it ain't the only one. 

Duncan

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Posted on the from Duncan Baker
Duncan Baker
Duncan Baker
User
Author

I have just messaged this to WevsiteX5 on their facebook page:

Yes - but the reply was rubbish. I am sorry to repeat but your current approach with selling credits is theft. I repeat that - theft.There is no reason at all why you cannot be selling the products on line as we require them. Currently you make it almost impossible for us -your customers - to use all the credits we purchase. If we purchase something we want, there are always credits left over - or we have to buy more - which means these credits are wasted and the only person who benefits, financially, is you. I am not going to let this one go.I shall buy no more from Incomedia until you change your routine. Duncan

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Posted on the from Duncan Baker
Adrian B.
Adrian B.
User

There is one business case to be made for expiring credits.....

At an accounting level, how do you clear these "unearned revenue" items from the books? The only way is to make them expire.

Not a great policy for goodwill to your customers, but perhaps the only way to keep that item in the balance sheet from forever growing....

Adrian

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Posted on the from Adrian B.
Esahc ..
Esahc ..
Moderator

. . . . . . simply expire them 12 months after "protection" lapses?

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Posted on the from Esahc ..
John S.
John S.
User

@Esahc

One should think you were an Italian. Give users an offer they can't refuse : Buy our protection of we will take your credits.

Why should there be a connection?

Let user have the possibility to be able to renew credits. If a user does not renew, THEN they could take the credits.

As long as a user has an active account it indicates he uses the software. If he does not use the software/account then the credits will expire.

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Posted on the from John S.
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

@Adrian,

And regarding their financial results (public on the web) they need to win money... a lot ... Situation is not the better...

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Posted on the from Wsx5.afsoftware.fr  
Duncan Baker
Duncan Baker
User
Author

It occurs to me that the use of credits could actually make it more difficult for incomedia. I have just seen a template that I rather liked and would probably have bought if I could have used paypal or, even, a credit card directly. 

But:
1. I don't have enough credits.
2. If I buy more credits (and I have said I wouldn't) I would have a useless number of credits left over.

So I didn't buy it and incomedia have lost a sale. 

Duncan

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Posted on the from Duncan Baker
William J.
William J.
User

If Incomedia can charge for 85/55 or 25 credits then why not introduce the ability to purchase individual credits?

You could even charge them at a premium of say £1.00 each. This way Incomedia can have a sale, their customers have a way of getting the extra credits they need without being forced to purchase more than they need.

Incomedia also gain on another sale since the customer will be purchasing them to add to their total for another object or template they wish to purchase. 

Win for Incomedia and win for the customer, and on top of it all the customer feels that Incomedia are playing fair, no??

I for one will NOT be purchasing ANY credits any more since the deck is stacked against me from the outset. I have let my credits expire and have lost all faith in Incomedia. Hopefully they will see reason and change their model and play fair with their customers. Until then I see no reason to purchase anything from them.

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Posted on the from William J.
Duncan Baker
Duncan Baker
User
Author

Well said William.

I don't even mind the annual licence as this allows Incomedia the freedom to improve the product - which they do on a fairly regular basis. It is this credits thing that really sticks in my craw. And, as yet, management has not had the courtesy to comment. One way to lose customers I suppose. 

Duncan

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Posted on the from Duncan Baker
Wsx5.afsoftware.fr  
Wsx5.afsoftware.fr  
User

customer satifaction is not !

It's a pity but a good way to loose customers and market shares.
i worked by the past with many italian people, never like this....surprisedyell

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Posted on the from Wsx5.afsoftware.fr  
Nicole B.
Nicole B.
User

Wow great conversation going on. I too lost credits and nothing was done 2 years ago. I agree in the US we have gift cards that have no expiration date, so credits should not expire. They should be available for us when needed. Also I agree this years advent calendar sucks, there is nothing worth buying. Last year we had more objects, this year they seem to be pushing free software or templates that are not needed.

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Posted on the from Nicole B.