Widget Media (Self service platform) (10)
Hi Guys,
I’m not sure what their managed service is like, but after trying it this week their self-service platform is terrible. It’s got a lot of potential but they’re clearly in beta, but wouldn’t admit that any support conversation.
Issues:
# Campaign disappeared off my dashboard for 12 hours, couldn’t pause or change the campaign in between.
# No billing system. Added $500 to my account, they then didn’t tell me they were adding any VAT (total $600) until the confirmation of their checkout processor. Which is fine but I’m used to it being deducted off my actual consented deposit amount. However the issue arrives when you can’t even pull an invoice from the system. The system just shows a transaction of $500, as does the basic text email. The only response I got was ‘you should have added your VAT number in’. How can I when I don’t have one? I still have to do basic accounting!
# Frequency cap doesn’t work. 30% of traffic from bot / duplicate ip’s with a frequency over 3.
# Again that wouldn’t be bad if a) the system was actually passing placement ID’s to
Their response (and I shit you not) was ‘You’ve only been displayed on a few placements so far, so it’ll get easier when you have more data’ when I questioned that, the response was ‘we have a team of 20 developers and no one else has ever complained’. Again I questioned that and he said ‘You’ve been messing with the CPM a lot, so it takes the system a while to catch up’. At that point I nearly lost it but informed him I hadn’t actually changed it even once (I couldn’t actually access the campaign details for most of the 18 hours it was running).
# Despite all these issues, I still politely said. ‘Look, you’re clearly in beta and working out some issues, do you just want to refund me and just give me an email when you’re actually ready?’. Too which point I got into it on Skype with someone from ‘new accounts / customer relations’ who wouldn’t even acknowledge any of my issues.
# The guy on skype was like ‘what do you want me to do?’ and I was like just refund me. I had manage to spend about $10 but they can’t do card refunds, so I have to wait for their account department to send me out a wire. They didn’t even acknowledge my bank details, so what’s the betting I don’t see the refund this side of 2016?
# Terrible client/customer services. Not even basic apology / acknowledge to anything. I looked on Linkedin at the guy and was speaking to. He’s got no experience in customer services or any technical background, which explains his attitude and basic understanding of the issues I was facing.
I wasn’t expecting the world, I was happy to burn through the initial deposit just to test the traffic and see what it’s like as an option. My whole negative feeling towards them just escalated because at no point did they even acknowledge there was any issues with the service. Even a sorry ‘bare with us’ and I wouldn’t have even blinked an eye-lid. I’ve worked on SaSS products and I appreciate the teething issues you have to go through (not even on the scale of an Ad platform!). But it was just the impression of sheer ignorance/arrogance/denial that was given off.
So yeah, I'd advise to stay away for a few months until they've ironed out the issues. 
I must say at first sight that their platform does seem pretty nifty. I was trying to scale a couple of my converting campaigns there and the result was pretty terrible.
All my campaigns are paused there atm and hopefully they will sort things out soon. They do have someone in the forum so maybe they can chime in.
Thanks guys for sharing your experiences.
Amy
Hi bennyuk,
I'm really sorry about this; this is not at all up to par with the level of service we aim to provide at Wiget. I have started an internal investigation on this matter to see exactly what went wrong. We rarely receive such negative feedback, but I do want to thank you for pointing out our shortcomings, it will help us prevent future cases like this.
Regarding the issues you list, I will do my best to try to answer you, and if you have any other questions you are more than welcome to send me a PM.
Our self-serve was launched in August, so we're not quite in a beta phase, but still very young in the life of our new platform. Like you mention, we do see a few issues here and there, but the overall result and feedback on the platform so far has been over our expectations and we have more active users than ever before. I don't mention this to say that we're great, but just to say that I don't think there's a need to wait several months before trying out the platform.
Regarding the billing system we offer several ways of paying, including credit card and wire transfer. I'm very sorry if the VAT part wasn't clear enough, we will highlight this better in the future for advertisers like yourself.
The frequency capping has no known issues as of right now, but I have still asked our tech team to look into this issue. If you ever detect any kind of bot traffic coming from us we would take this very seriously and investigate right away to find he responsible publisher/source. In any such event we would refund you fully for that kind of traffic.
We agree with you that the optimization view isn't the best, and we just recently fixed the sorting functionality in the optimization view so that you can get a better overview quicker. We are most likely going to do some changes here over the coming couple of updates.
I would be very grateful if you could send me a PM with the contacts you have been in touch with. This would make it much easier for us to analyze what we can improve in the team.
As far as your budget and the problems go; if you want I can put you in touch with one of our AM's personally that can help you start things fresh, or send me your details in PM and I'll make sure you're refunded before the end of this week.
Again, I am very sorry about all of this, but I also appreciate you letting us know what we need to work on. Without this type of feedback we would never be able to improve, and I hope we get a chance to see you active with us sometime soon.
All the best,
The Wiget Team
unfortunately i have a bad experience as well. my campaign disappeared and reappeared albeit for just a short while ( less than an hour). however whats bad is that i targeted US traffic, but
Hi 1vansyl,
Sorry to hear you had some issues too; have you reported any of this to your AM? You should of course not be charged for any incorrect GEO-traffic. I'll send you a PM shortly as well to make sure you get the help you need.
Thank's for this feedback guys, it really helps us improving our service.
Have a great weekend!
Still a shitty company with fake traffic. Avoid.
I just tried them this week as well. not all fake traffic - I had a campaign I was running on four other sources doing about 100%+ return and I got 30% through Wiget - so not as good but with some more tailoring (more than I need to do then with my other sources) it could be OK. My problem is when I tried to target Tmobil and ATT only for carrier traffic I was getting 0 traffic (literally) and my manager said i would need to open it to other carriers in order to get traffic - which I did and then I got traffic from both those sources. So seems kind of weird to have the ability to choose carrier traffic if I can't actually filter it but maybe they just dont' have as much US traffic. Anyway just thought i'd give my two cents.
Hi Azureus,
We're sorry to hear you've had a bad experience with our traffic. Have you talked at all with your AM regarding this? Traffic issues exist on all networks out there, but we always refund any traffic related incidents if you reach out to us about it. Please let me know what happened and I'd be more than glad to help!
Hi rush4life,
We actually have a lot of US traffic, did this issue solve itself for you or what happened? If you still have any questions feel free to send me a PM.
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