Assumable so I am not one of the many photographers who has jumped on the PicTage Band Wagon. I tried them out about three years ago, and I was really very displeased because I could do everything they were doing without really taking anymore time then it took to actually set up events with them. So I canceled my trial. Back in January I received an offer from them, 3 months for $75 and I could take advantage of the album design service they offered. I signed up just for that reason. Well, uploads were still slow, as I had remembered, and the user interface was still a little weird. So after 3 months, actually before 3 months because I did not want to be rebilled, I canceled my account and improved my personal work flow.

I'm pretty good about taking care of the business side of things so once I canceled my account I was 100% sure that I would not be charged for anything else. Well, as things go, Pictage did not cancel my account. Instead they continued to bill me at $99 a month for six months for a service that I don't and did not want to use. I didn't know at the time that Pictage was still doing this until my CPA asked me what a "Pictage" was. I laughed and explained what they do. She asked if I was still using them. I said no and she said well they're still using you! Sure enough $594 of my businesses money tied up in something that I don't need nor want to use. So I called about three weeks ago o get everything straightened out. The rep assured me that it was all a big mistake and they apologized. They explained that they would put the money back into my account within 5 to 7 business days. Three weeks later I have no refund and no explanation that holds any water.

I called today and to see what was going on and their explanation for the delay was, "our billing dept. is a little backed up" I guess Pictage is in the market of over promising and under delivering. So who knows what's going to happen. The billing supervisor is supposed to call me back today but after being put on hold for 30 mins to have someone tell me that they would get back to me. I'm a little pissed off but if I can get everything resolved today I'll be a little better off. I just thought it might matter to someone else if I posted about my less then great experience with Pictage.

-bones

I had a very similar experience. I signed up for the 3 month thing, canceled at the end, they kept billing me. I knew they were billing me (and I had never even logged in!) and I finally got the account canceled - but I never got the money credited back either - they told me they would so I didn't dispute the CC charge (I should have) - but here we are 6 months later and still no credit. The last time I called they told me I didn't speak to my rep and cancel early enough (even though I had canceled via email before the charge went through - apparently your account isn't really canceled until you speak to your rep).

It's unfortunate, every time I think about using them I think about that - and it pretty much kills it for me.

Lovely!!

Same thing. I gave them a (unproductive) whirl a few years back and cancelled when it became apparent that it wasn't working out. It took several months to be credited once I figured out that I was still being billed for a service I wasn't using.

Sorry it's happening to you. (both) Makes you wonder....

As I recall I had the same problem with Pictage before I canceled a few years back. Very poor business. Their just taking advantage and hoping they can get away with it. Many reoccurring service companies do this. I dealt with the same thing with wedding channel ads.

There's a very simple way to fix this that I have used many times.
Most of the time you used a credit card for this. Simply call your bank and dispute all the charges. They may send you information, and call to ask what's going on. Just be honest. Tell them you went to cancel the service and you keep getting charged. Tell them you've tried to talk to them about it and they keep messing yo around.

They will temporarily credit the charges, and run the dispute thru. I don't think I have ever had it fail! I mean what's the company gonna say. "Oh we don't let people cancel"

Don't let anyone get away with this. Try to cancel normally, and if they hassle you around just dispute it and teach them not to waste your time...

I hear your frustration!!! I'm testing the water the same way you did (and keeping my regular host too). I was reviewing my charges and they started to run my credit card on the second month after promising the first few for free. Needless to say I was a bit angry. After contacting them they reversed the charge and added a few extra free months on. We will see what happens next (hopefully nothing).

In my case they did cancel the service eventually - but they did not give me the credit. Silly me, I trusted them to do what they said they'd do instead of disputing the charge - by the time it became apparent they weren't actually going to give me the credit it was too late to dispute the charge.

They are such nice people...I just wish they could deliver on the operations side of the house like they do on the marketing side of the house.

It took 5 months for them to cancel my membership last year...I disputed (with the record-keeping attention to detail a la Jessica Claire). They credited me for 2 of the 5 months I disputed...but by then I just blew it off 'cuz I really was tired of wasting my time trying to get a couple of bucks back...time better spent developing more fruitful vendor relationships.

I hope -- for the sake of the few, proud Pictage ambassadors here on OSP -- that Pictage "right-sizes" their customer base so that they can eventually offer best-in-class performance. When that happens...I might consider them again...but it sounds like it's just too big of a battleship to turn quickly.

(Just wondering if there are any more "low hanging fruit" business buzz-words I can toss into this post! LOL)

BTW -- are the rumors of a Pictage - Bella merger true?

well that is the titanic...

belle pictage merger?

Hahahaha... I hope Dan is kidding...

i feel your pain. almost same thing happened to me. i was over charged over $600 and it took over 3 mos to finally get refunded. i got the same "accounting is backed up" excuse. this was with after many many calls and emails that for the most part were unanswered. only after a rep from osp that works for pictage that heard my cries for help got it resolved. even then it took 8 weeks. that was a nightmare.

This is EXACTLY what happened to me! I honestly wanted to stay with them, but now I am having my doubts...

I spoke with a guy, Todd, who apparently was supposed to call me but of course did not. He said that everything would be taken care of within 3 business days and gave me a ref. # for his authorization on the approval of the refund. But here's the beauty of it. The previous rep, not a supervisor, that I spoke with gave back the money put it into my Pictage account that I had already canceled twice!!! Apparently all you need to answer phones at Pictage is a screen with automated responses and a seemingly positive sounding voice. So I am going to be strict about holding them to the 3 day refund. I'm a really nice guy and I love to help people out but I have a low tolerance for BS and this experience falls under every evidence of BS known to man. It sucks that so many people have had such a bad experience with them but it helps me to feel like my opinion is not displaced. Thanks for all of the posted responses. I'll be sure to keep everyone updated about th situation.

-bones

With the "Big Boys" NEVER seeming to have a problem with Pictage, they must be getting special treatment contrary to what is being told. So many others seem to always have problems.

I bet if we heard from everyone that had or has a continuing problem the OSP server would crash.

Anytime a company is having so many problems in general or problems (or delays) refunding money in a timely manner, that is, more often than not, one of 2 things: 1) total incompetence; 2) cash flow problems...and you know what that means (do we have another Art Leather here???).

If I charged someones credit card multiple times after being told to STOP, my bank would terminate my credit card processing! That amounts to credit card fraud. I may get a visit from the local DA's office, or police department.

With all the issues of cancelling and still being charged, you guys need to make sure, if you cancel and you do it over the phone that you followup with an email or better yet, a letter sent certified, return receipt. Heck a registered letter is even better.

With Pictage's intent to charge a person's credit card even after they have cancelled, I would have my bank issue a new card immediately. It is a hassle, but this is an issue that is out of control.

Oh, and let's not forget how many "Events" are re-issued once you are gone and you do not know about it. Just based on this and everything else, I suspect their accounting may not let you know you have money coming...albeit minus all the fees.
There is more going on here than just accounting issues.

If it is not an "Art Leather" issue, then it has to be pure incompetence. You can blame "bookeeping issues" just so many times. Someone needs to break out a physical check and a pen and write refunds all day.

Something smells with all the continuing issues regarding this specific topic.

It would be interesting to hear from some of the former employees of Pictage...I am sure they still read this forum.

Hi All,

I am sorry for the problems some of you have had in canceling your accounts and/or getting any refunds you may be owed. While we have had some problems in the past, I am confident that Pictage today is not the company we were last year, and we have some incredibly far from when I first started with Pictage back in June 2004. I know that we are constantly improving, adding new products and services, and most recently the complete redesign of the consumer website which is being tested now on some random events.

If anyone reading this thread has had problems canceling and believe you are owed a refund for service fees, please contact me at mcaro@pictage.com and I will make sure it is taken care of immediately.

I apologize again for any frustrations this may have caused anyone.

Sincerely,

Michael Caro
Senior Manager
Pro Consulting Group
Pictage, Inc.

ps. I am posting this under a colleague's user name because I registered for OSP yesterday but haven't received authorization from the administrator to post yet.

Users of Pictage have heard that, lets see...(1,2,3,4,5...) so many times, just on this forum. Talk is no longer relevant.

There appears to be no one in control. I suspect if a user sent in an order under DJ's, Reggie's names their orders would be perfect and absolutely no billing issues.

Charging a users credit card without their authorization IS credit card fraud. The fact that they gave Pictage permission to do that when they were members is not lawful when they have requested to terminate their relationship. "Pictage" and those in control are definately liable for unlawful conduct and credit card fraud. You guys better clean this one issue up for sure.

The fact that your bank or the authorities have not learned of this is your saving grace.

Pictage could possible have HUGE legal issues just with this one issue. If this had happened to me, I would seek indictments from my state and california. This is the most unethical issue that I have heard Pictrage doing.

i hope they can get everything straight. i'd love to stay with them.

Can you please speak to the Bella-Pictage merger rumor? If it is true, we would really like to know. Thank you.

Duggan.. I am not a "big boy" and I haven't had any problem with Pictage. Just a great company to work with.

I am sorry someone my encountered problems along the way... But using the same logic as many here, then I must conclude that people at White House lie and are incompetents. Why because they screwed up once!... ONCE!!!

How unfair... how stupid form anyone to generalize based on just one bad experience. What about the thousands ... THOUSANDS!!! that use Pictage without any complaints?

I hope none of you make a mistake and have to go through a clients making the same generalization about your company that you people love to make about Pictage. Let see how it feels when the shoe is in the other foot!

Not going to happen.

I emailed Michael Caro and he processed my refund within an hour

Thanks!

I had the same problem when I was with Pictage. They charged me for each month that I was supposed to have for free. Many many phone calls and emails later, it was finally all taken care of.

I think what makes me sad is that people need to turn to forums in order to get things resolved. These issues are being resolved now because a major Pictage exec comes on and takes care of it. I would love to see a point where things get resolved quickly without having to post on forums. Heck, I'd really like to see Pictage get to a point where this isn't a major issue. At that point, perhaps I would go back.

Ksenia

[quote name='Hanagraphie' date='October 17 2007, 09:50 AM' post='221574']
I know that we are constantly improving, adding new products and services, and most recently the complete redesign of the consumer website which is being tested now on some random events.


It seems like the focus shouldn't so much be on new products and services, but refining the services you do have as well as a revamp of customer service policies. I loooove pictage, I just recently signed up again, and really look forward to working with them. I have had a few small issues, but the overall improvement in my work flow has made it possible for me to be very patient. My clients are also extremely impressed with their galleries. The reason I started using pictage was because I was a wedding client who also had my own gallery and loved my experience from the other side of business.

Looking forward to watching them grow in the areas that need immediate growth!

<3 k.

None of the things that people have recounted on this thread have been Pictage screwing up ONCE. This is instances of these people contacting Pictage over and over to get the money that was falsely taken from them returned. You might want to re-read the posts and get your facts straight.

But you DID make that generalization because it took too long for WHCC to get your prints shipped to you...don't you remember?? Several people confronted you about it. Don't you rememeber that at all? It was just a few days ago.

Before you make a personal attack about any comment I may have made I would suggest you re-read your own postings regarding WHCC and others that you had an irrational issue with.

So by your same disturbing logic, you can complain, but no one else can.

The FACT is they have committed credit card fraud. If they are correcting it, that is great. For those of us with credit card processing abilities, I can assure you if I had pulled a stunt like what Pictage has done with peoples credit cards, I would be in jail. No doubt about it.

I think you need to get a grip on the reality of this issue. I am not making mindless assertions here.

Oh btw, it has taken more than MY POSTING to get Pictage's attention THEY HAVE A HUGE PROBLEM WITH THIS ONE ISSUE. IT IS CREDIT CARD FRAUD.

I will be waiting for you to attack other posts that have issues. Come on now, lets see them.

David, you are the OSP king of complaining about shipping issues...and your expert evaluations of shipping and procedures. I am not sure you are qualified to question or comment on anything I have posted. Just pretend you see "David from Puerto Rico" in the posted by area and you will be ok.

Unless you are knowledgeable in the law and how it works I don't think you can make general assumptions like you have made. Oh, and you just skipped over this issue all together and focused on something that you think you can contribute to.

Hi Darrell,

You are entitled to your opinion, but the truth is we have not committed any kind of fraud, the definition of which is "decieit or trickery". These are accounting and/or Customer Service errors that are being, and have been corrected. I have already taken care of two posters from this thread, and as I mentioned in my previous post, if there is anyone who feels they have been billed for our services in error, all they need to do is contact me (mcaro@pictage.com) and I will take care of them. And since only 2 people have contacted me so far, I wouldn't be so fast to say that we have a huge problem with this issue.

Michael Caro
Senior Manager
Pro Consulting Group
Pictage, Inc.

obviously a very avid pictage user...but you shouldn't put down the overwhelming response that many of us have had the exact same bad experience with pictage. i'm sure that though there are a lot of photogs who could never make it through the day without pictage there are also a large number of those who have wished their experience with pictage would have never taken place. i have definitely read more responses to this topic that encouraged me that pictage has done this a lot and recently.

besides, my focus was to draw as much attention to the matter as possible so that something would actually be done about it. and as everyone can see, it has helped Melody who was out the cash until now and by drawing michael's attention to the matter i have also now received the money that was owed to me.

large businesses like pictage are expected to be great to work with due to their success. a result of their success should be their ability to remain competent especially when it comes to billing and cancellations. this is obviously an area that is difficult for pictage and hopefully pictage will now make greater efforts to improve upon their dealings with such matters.

i'm glad that i shared my experience; i'm glad that others were able to vent; i'm glad that myself and Melody received our rightful refunds; and i'm glad that other photographers can make a judgment for themselves about whether or not to use pictage in the future not just based on positive thinking and only hearing of the good experiences. no one ever grew a business by wasting money. so why should anyone who's been burned by pictage ever sit back and just let something like this happen to them?

i'm very thankful for michael's help. i now have my money back and the point has been made (for any business) that clients do matter in this beautifully competitive and capitalistic market.

thanks again for everyone who shared, plotted revenge, forgave and worked through the motions of offering up advice. OSP is a great place to share ideas and experiences regardless of how great or bad they may or may not be. thanks again.

peace

-bones

Hi Michael, I posted this on the pictage forums as well but it was met with no response other than "i'll have someone call you", which I know will not answer my question.

Anyway, several people (myself included) it seems have "mystery" charges on our account statements. This charge has a BLANK event ID, and if you click the order # all it says is "where missing"!!! It's not even a real order, but it says $127 for a collage book (not even sure what that is, and I've never had one in my shopping cart EVER). Other than that what shows up in my account statement this book and the order don't even appear to exist.

I'm really sorry, but if that isn't bordering on fraud, it clearly demonstrates that the accounting software being used over there could get you guys into some trouble. This isn't human error or a backed up billing department... this is software that is randomly adding charges to our accounts, and that is very much unacceptable when that money is going to end up coming out of my wedding payments which I do through P3.

Understand, I LOVE the things that Pictage offers, and so far the prints, albums and other things I've ordered and my clients have ordered have been just fine, if not a bit slow to arrive, but I can live with that since they do come in a nice box with tissue. (see how easy I am to please haha) But honestly, if I get more of these charges on my account then something is going on... and I really hope this is figured out and resolved because I don't want to have to scrutinize my billing statement constantly and pay my accountant look it over in detail every week to make sure things are adding up... please? I shouldn't really have to ask that with technology being what it is these days.

Thx,
Rion

Hi Rion,

I see your post on the Pictage forums from Friday night and I am looking into it. At first glance of your account I can find no charge as you describe, but maybe I am missing something. I'd like to discuss this further with you so I can get the information such as the order # and statement date where you see this charge. I will give you a call to go over this with you.

Michael Caro
Senior Manager
Pro Consulting Group
Pictage, Inc.

ps. the reason you were told that someone would look into it was that you posted on Friday night at 8:30pm so no one was available to check until this morning.

Hi Ryan,

It was good speaking with you just now and I'm glad we figured out that the charge was for the binding of an album you ordered. Please let me know if you see anything else you don't understand.

Michael Caro
Senior Manager
Pro Consulting Group
Pictage, Inc.

Thanks for the help Mike, glad you guys are on the ball.

Wells Fargo has tied up over $60k of my dollars for the past two months so I understand how frustrating it is to have a company not correct these errors asap.

I'm sure Pictage will get it fixed soon and I know Michael Caro is a good guy so I'm stoked he's helping you guys out.

ROFLMAO!!



ONCE!!!



oh lordy....... now THAT was funny!!

Bella does use Pictage for all of their events. I don't know if there's a merger or not in the works ... but yeah, all Bella events were hosted on Pictage as of earlier this year.

Karen

here is my story about pictage....

i jumped in on one of the free couple months deals and gave it a try. i never really used it, and in time figured that right now...maybe pictage wasn't the best for me. I'm not that busy.

so i called in and canceled my account with them. and guess what happened?

my account was canceled right away.

two days later i get a call from my pro consultant (laura eaton) asking me why i canceled, and if there was anything they could do. after i told her why she simply said ok...but i hope you keep us in mind for the future, and if you ever want to come back...please call.

ding....done. it was simple, painless, and easy. I see a ton of people banging on pictage and to each their own.

if you are thinking about trying them out....do it. it might work for you, and it might not. but it is easy to giver it a whirl.

(mr. pictage if you are reading this you should still have my address on file. send my royalty checks there thanks)