Reply from VIDA SelectJun 1, 2023
Hi Matthias -
Rosalia from Client Success here. I was looking forward to discussing your experience with you after I saw this review go up, and disappointed when you didn't show up for the call we set. As I noted in my email to you at the time, had I known you weren’t happy during your service time, I would have been able to help course-correct.
That said, we sent you 11 phone numbers over the two months that you were with us. The majority of them were obtained during Month 2, meaning that the various strategy changes we were implementing already to increase activity were effective. At the onset of our engagement, we allow our clients to choose between us arranging the dates (whenever possible) and getting the match’s phone number. You decided you preferred to receive phone numbers over having dates set up for you, at least in part due to your unpredictable travel schedule. And of course, once we send those over, what happens from there is out of our hands!
On average, our clients convert 72% of the phone numbers we obtain for them into dates. So statistically speaking, we would expect you to have around 8 dates! I wish we had known you were having trouble in that area, as your Matchmaker would have offered time with our resident dating coach. Or we could have switched tactics, and started arranging the dates for you instead!
You mentioned that the service was slow, and when I took a look over your account, I did find one instance recorded where it took your writer over 24 hours to reply to a message from a match. This is outside of our normal operating procedure and not representative of our service standards, and we did take accountability for that at the time. However, we did end up successfully sending you that match’s phone number!
Additionally, after that incident we increased the frequency of messaging on your account overall to be more than sure you wouldn’t see that happen again.
With regard to your photos, we agree that they could have been stronger. Your Visual Branding Coordinator did recommend getting started with the photos we had originally to see how they would perform, and in an email on 3/1 you told your Matchmaker “I’m happy with the photo choosing. These would be the photos I would choose, too.”
However, after a time of not seeing the results we were looking for, your Matchmaker then requested additional photos from you on more than one occasion, and you never sent any new options to us. I think had you sent us additional images to consider, this likely would have significantly increased the results we were able to produce for you.
Your review mentions that some of the women we were communicating with were “fake accounts.” However, I was able to confirm with your Matchmaker that you were also selecting women for us to communicate with. Despite our bringing to your attention red flags about some of these profiles you selected, such as having only one photo included, your instruction to us was to continue to communicate with them anyway.
In general, I do think we could have been more proactive about impressing on you the importance of new picture options in order to strengthen your photo lineup, although as mentioned already, your Matchmaker did email you about needing more photos at least twice. I would still love the chance to connect with you over the phone, so please do reach out to me via email so we can talk about what VIDA might be able to do for you to provide you with more value than you’ve found so far. - Rosalia
