Stellation Media x Fanbase IntelReviews of stellationmedia.com

Reply from Stellation Media x Fanbase IntelApr 26, 2020

Hi James, We are sorry you feel this way, but may you please reach out to your account manager Marc or Shaun so we can understand the situation at hand. Our billing is recurring and you will be billed every 30 days unless you reach out to us stating you want to cancel your subscription or if you cancel your subscription through our billing dashboard. When you say you are kicked at your account, we are not sure what you mean by that. When you sign up we provide in-depth instructions on how to set up your account and also provide a personalized license key so you can activate your dashboard. As long as you are a paying member, your dashboard will always remain active. Looking forward to working this out, stay safe and healthy. Best

Reply from Stellation Media x Fanbase IntelApr 20, 2020

Hi Aaron, After reviewing our previous conversations with you, which are all logged in our customer service platform, we find this review to be rather misleading. With our 1 star reviews, since we have other visitors reading them, we always explain our side of the story. 1st. You reached out to use on 1-23-2020 with an activation issue, which we fixed immediately. 2cd. The next time you reached out to us was April 18th. You had an issue stating your account got disconnected (which does happen, this is done by Instagram) when this does, we send an email stating you need to reconnect your account. If a client does not reconnect their account, then yes our service does not work as there's no account connected. We also reset your password for you as you were having difficulties logging in. As a client, you have full control over your dashboard and your mass story engager. If you do not use these tools and set them up, the growth will not occur. This is an automated service controlled by the client, not us. We have a full staff of account managers that are there to answers every question you have, help tweak your settings and provide insights to further growth. We also offered to compensate you for the months you paid and you said to just cancel your account. If you want to take us back up on that offer, just reach out to your account manager. We hope we can work with you in the future. Best of luck

Reply from Stellation Media x Fanbase IntelApr 26, 2020

Hi Duane, We responded to your email within 5 hours & please note it was sent on a Saturday. On the weekend we do not have as much staff working. Monday - Friday we are usually quicker to respond. As soon as we received your email, we fixed your issue. Regarding getting kicked out of your account and having different email addresses. I just checked your account, everything is fine. You have not set up mass story engager though, you have only connected your Instagram account, so you can't expect results to occur if this is not set up yet. We have sent you the necessary articles that explain how to do so, it only takes a couple of minutes. You are signing in with the wrong email address on your social media dashboard, you not using the same email address you used when signing up. Please make sure your remember your credentials so you do not have issues loggin in. Shaun has answered every email in a timely manner, even over the weekend/s. In order for our service to help grow your account, you need to make sure you are reading our support articles and making sure you are setting up the growth feature properly. This service only works if you set it up, if you don't then you will not see any results. Please keep in contact with Shaun as he will be your main point of contact. Best

Reply from Stellation Media x Fanbase IntelMar 15, 2020

Hi Beatrice, Based on checking our payment records, your last payment to us was August 20th, 2019. This review was regarding our old service which we did use the follow and unfollow method. This is not for the new service we offer. The old service has since been shut down not only by us, but the entire industry in whole. If you would like to give our new service a try, please let me know! Best

Reply from Stellation Media x Fanbase IntelMar 12, 2020

Hi Tom, We are sorry you are not gaining many followers with our service, have you noticed an increase in profile visitors though? If so, that means the targeting you have chosen is not converting. If you are only maxing out at 30,000 views, the targeting you have chosen or the limited targeting you have chosen needs to be either changed or you need more sources. We recommend 50 at the minimum and 100+ to maximize results. If you are not happy with your results, please state you have spoken to the rep on Trustpilot and our account managers will handle the situation accordingly. Also, please make sure to help out our knowledge base. Here you will find many articles that IF APPLIED will take your results to the next level. With our service, we have very precise settings we give our clients and if not followed it will affect the results you are receiving. https://stellation-media.helpscoutdocs.com/category/5-mass-story-engager Best

Reply from Stellation Media x Fanbase IntelFeb 28, 2020

Hi Madeline, We are very surprised by this review, especially for being a customer for 8 months. With our most recent API update, our service was down for 10 days and we kept in touch with our clients via the notification bell on their dashboard throughout the entire process. Since our new algorithm update things have been running flawlessly and our clients are seeing amazing results. I see you have not reached out to your account manager to ask questions about further optimizing your settings, targeting, etc this could have been helpful to maximize your results. We posted a notification stating that with our new algorithm update clients would have to reconnect their Instagram account once the update was applied. We also have an automated email system that sends out emails when your account needs to be reconnected. If there is anything we could have improved to keep you as a customer, we would love to know. We hate to see you go but best of luck with your business and Instagram ventures! -SM

Reply from Stellation Media x Fanbase IntelFeb 19, 2020

Hi Jen, On January 29th Instagram updated its API and our service did have some problems for 10 days, it's been fixed and things are back to normal. Downtime can occur with these major API updates, unfortunately, this does occur in the automation industry and there is nothing we can do about it besides to make sure we update our algorithm / code as quickly as possible, this is also stated in our terms of service. Now when our service was working, which was most of the month, you should have been receiving results, if you were not, did you reach out to your dedicated account manager and ask why you have not been gaining any followers? Did you read our help documents and check out our getting started videos to make sure everything was set up right to maximize your results? As a client you have full control over your dashboard and your results & you also have a dedicated account manager you can reach out to via email M-Friday to make sure everything is set up properly to maximize your results. Every client who sets up our software properly, who uses proper niche targeting and also has an awesome IG profile with great content LOVES our service. - At the end of the day, our job is being done once we engage with stories, I know that's not what you want to hear but it's the honest truth. Look at it like this, if you ran a Facebook or Instagram ad and did not get good results, are you going to blame Facebook, no, you are going to blame your ad, product, service, website, etc. I'll break down how our service works as simple as possible & give you some tips on how to improve your results in the article below. 1) We engage with stories by engaging with accounts who posted story stickers. 2) People out of curiosity will click your username to check out your profile, this is a profile visit. (the more engaging profile picture = more profile visits) 3) We will send A LOT of profile visits to you on a day to day basis...now the ball is in your court to convert them 4) These profile visits then convert into a new follower, comments, direct message, picture likes, website clicks etc. based on how engaging your profile and content is. Our job is done after step 1. Step 2-4 comes down to you. In the article below there are tips on how to improve your Follow Back Rate https://stellation-media.helpscoutdocs.com/article/7-how-to-get-better-results

Reply from Stellation Media x Fanbase IntelFeb 18, 2020

Hi Athanasios, We reported your previous review because it was not a review, it was a statement from our FAQ page and Trustpilot also deemed it was invalid. Our customer service team and account managers operate 7 days a week now and all emails are answered within 24 hours. If your account has been deactivated, simply contact your account manager and they will fix the issue. We released a huge algorithm update and some accounts need to reconnect to the dashboard and it's a super quick fix. Our billing occurs every 30 days and is a recurring subscription. This stated on every page of our website, pricing page, faqs, terms of service, invoice, etc If you do not wish to be charged again, you can cancel your subscription using the link below or contacting your dedicated account manager. Please use the email address you used during the checkout process if you forgot your password you can simply request a new one. If you are having any problems, contact your account manager and they will help you out. www.stellationmedia.com/instagram-login