Beware: Wrong Estimates Costed me $29.99

  • Amar Ilindra

    (@amarilindra)


    3 years, 9 months ago

    I bought 90,000 credits and after choosing my desired settings, the plugin showed it needs 75,000 credits.

    I ran bulk optimization and it made over ~115,000 calls to their API (including 25,000 free calls) and I ran out of my all 90,000 credits in the middle of optimization.

    After contacting the support, they figured out it was due to “Optimize other thumbs” option I enabled.

    They acknowledge it was a glitch in the plugin which showed the wrong estimates. They simply apologize for the mistake.

    I asked for compensation and after a lot of emails they credited only 9000 credits.
    After resuming the optimization, another 5500 credits are used to complete the pending images.

    Now I’m left with only ~3500 credits. Taking free optimizations (less than 5%) into consideration, I should be actually left with around 25,000-30,000 credits.

    The disappointing and unprofessional act is, they asked me to pay another $9.99, and then they will compensate me with another 15,000 credits.

    So they need me to pay once again to get back the credits I own. When I questioned them, they stopped replying to my emails.

    I felt scammed. Disappointed!

Viewing 1 replies (of 1 total)
  • Plugin Support Gerard Blanco

    (@sixaxis)

    3 years, 9 months ago

    Hi Amar,

    First of all, thank you for your feedback. It is very valuable to us.

    I am sorry you are feeling this way about our service. I’d like to clarify a couple of things:

    1) First, the issue you reported to us was an estimation issue prior to the optimization of images. Despite the inexact estimation that our plugin displayed, we made sure that the entirety of ~122,000 images on your website are now optimized correctly, even though you paid for 90,000 credits only.

    We honestly thank you for pointing out this issue to us, and we will make sure to clarify possible consequences of the “Optimize other thumbs” option in future updates. Once again, we apologize for the estimation issue.

    2) In addition to the 9,000 credits that were added to your account as compensation, we also gave you the option to receive 30,000 credits upon a purchase of 15,000 credits, in case you wanted to buy more credits for future use. You have recently informed us that you will be taking advantage of this option.

    3) Around 27,000 images on your website were optimized for free (“free calls”). The free calls are optimizations that are done for free, without being deducted from your quota. In other words, your account should not be credited with new credits for each “free call”, as ~27,000 free optimizations were already made.

    We apologize again for this situation, and from our side, the conclusion is that the optimization has been done correctly based on the actual number of images on your website. The only wrong step in the process was the inexact estimation, for which
    a) you have been compensated appropriately.
    b) you’ve received our (public) apology.
    c) we’ve promised you that we will improve this in future versions.

    Since this is just a review, and not support forums, for any further questions feel free to contact us at help@shortpixel.com.

    Have a good day, and stay safe!

Viewing 1 replies (of 1 total)
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