I hired Ignite 360 to update my web site after attending one of their "Burgers and Branding" luncheons. Though their presentation was well polished, it covered only the basics of branding and was more intended as a client conversion tool. After this luncheon, interested (potential) clients would schedule an "Online Strategy Review" with a company representative responsible for closing service contracts. This review ranked a company's current web site with arbitrary percentile scores as related to "information," "multimedia," "technical," "content," etc. After discussing ways in which current web sites lagged in marketing potential, the representative then covered the concept of funneling to capture and convert customers. As I had personally created my own branding documents according to extensive research, the representative assured me I would need only the basic web development service and promised to deliver my branding documents to my Ignite 360 Project Manager.
Ignite's Project Managers and web designers didn't seem to understand the same basics of branding covered in the luncheons the company hosts. None read my branding documents, nor did they read the deliverables outlined in my contract; they continually presented me with designs that ignored the most important elements of both. They didn't understand my pricing options and/or packaged services I offer, and therefore their funneling solutions were logistically inapplicable. I finally approved a template created by a "designer" in an application that doesn't perfectly convey into their programming side of development. My web site looked and behaved different from what I had seen, understood, and approved in the proofs.
After five months of frustration and no new web site, the president of the company contacted me directly to introduce another new project manager (through constant shuffling I had been through two PM's plus two designers), as the former no longer worked for the company. This new (third) project manager worked for Ignite for one week and then she, too, was gone. At this point, the president promised he would personally oversee the completion of my project, and scheduled an in-office meeting with me the following week. I arrived promptly for this meeting, and sat in the front waiting room for thirty minutes before being acknowledged. Apparently, the president scheduled another meeting over our appointment and forgot to reschedule with me. He stepped out of his meeting to apologize; I gave him an angry earful. He promised to follow up soon after, eager to sweep me out the door. After that exchange, he did not return any of my phone calls or emails. I sent desperate pleas to any and all representatives I had worked with at Ignite, hoping the company would fulfill its end of the contract or refund my money. No one responded.
The contract required 20% down payment, with 20% due each following month until paid in full, plus a $600 annual fee for hosting and "maintenance" due with the first payment. The first representative estimated my project would be complete in approximately ten weeks. Though I paid on time until the contract amount was paid in full, Ignite 360 failed to deliver a completed web site. It is impossible to speak to a live person when calling their office (they do not employ a receptionist), though I did catch a sales rep after presenting myself as a potential new client. When I explained my situation and my need to speak to someone who could address my unfulfilled contract, I was promised a return phone call. No one has responded. read more
