Katelyn
Helpful but Frustrating
For my job, I am required to submit certain documents to PRN, and more often than not their proofing is ultimately helpful to our process. However, using their service can be frustrating, and their quality is inconsistent. The proofread now website is outdated, clunky and not user-friendly. For example, a "Remember Me" button for logging in (I do so daily) would be nice, as well as easier ways to check on jobs and message the proofreaders. I would also suggest PRN simplify their messaging—the notes around the site are unorganized and overwhelming, both visually and content-wise. My main frustration with the site has been the discrepancy between the time estimates and when the job is returned, especially the lack of communication from PRN when a job is not anticipated to meet the estimated deadline. After speaking with our account representative, we did experience improved return times and more accurate estimates. I just don't think the burden of keeping up on a job after it's been submitted, and reaching out to the proofreader after the deadline has passed, should fall on the customer. It would be more helpful and a better service to the customer if the proofreaders were proactive in reaching out if any delay in deadline was anticipated. One example, I submitted a long document and was given the estimate of six hours until completion. Upon the six hour mark, I reached out to the proofreader to ensure my project would meet the deadline, as the clients I was working for were expecting it to be done around that same six-hour deadline. I was told that the proofing would take an additional half hour and then, upon receiving the document, was told that not all links were checked due to the length. If I had been updated of these delays along the way, I could have kept my clients updated and had a better experience overall. However, I had to reach out to see where my project stood and then, in the end, received a document that was not fully reviewed. I have also had times when, even in very short documents, our proofreaders missed items noted in our style guide, or suggested we make an edit that our style guide clearly advises against. Summary: I wish I could count on PRN to adhere to our style consistently and keep us updated with project delays along the way, and it would be nicer as a user if they streamlined their website.
Reply from ProofreadNOW.comNov 14, 2018
Katelyn, Thank you for giving us your feedback. We are sorry we have not met your expectations for meeting deadlines and consistency. I certainly understand your frustration when we miss a deadline, and worse, have not communicated a delay to you in a timely manner. I will share your review and your concerns with our proofreaders. We will do better. I'd like to talk with you to find out more about the inconsistency issues so that I can address them with the team. Please give me a call at 855-687-3348, ext. 701. Conni Eversull