Soul Arch Media & Marketing: FAQ
Q: You guys are based on the Gold Coast, but I’m looking for a company servicing
Melbourne. Any suggestions?
A: It all depends on what you’re after. We can provide any of our multi media services interstate or internationally -so long as clients are willing to incur modest travel fees. Contact us to get a specific quote or check on availability for your desired timeframe.
And thanks to the wonders of modern technology, our copywriting services can be supplied to customers anywhere in the world for no extra fee at all.
Just email or call us with your brief, and we’ll get back to you within 24 hours with a price quote and a delivery date. We can also accept payment via Paypal so our interstate and international clients have extra piece of mind via their buyer protection scheme.
Q: I’d like to call to discuss a project. What hours are you open for business?
A: We’re available Monday to Friday, 9 am to 5 pm. We run on Australian Eastern standard time. For our overseas friends, if you type in our nearest city, Brisbane, to one of those nifty world timeservers, they say we are UTC/GMT +10 hours, whatever that means!
We love our work so we’re also likely to answer emails over the weekend or during weeknights, but don’t be surprised if we don’t respond to queries outside these times quite so quickly.
Q: We need a project turned around fast. What’s the most effective way to reach you guys?
A: The most sure fire way to catch us in a hurry is by calling our mobile or cell numbers – make sure to leave a clear message if we’re unable to answer your call and we’ll get right back to you.
Q: I can’t seem to open the video examples on your website?
A: Have you got the latest version of Flash Media on your computer? You’ll need at least version 8 to view videos on our site. And, if you have a dial up modem it will take awhile before the video starts.
If you’d prefer to see example videos in a different format simply email us.
Also note that the video card on some older PCs may be outdated which will give you a jerky, unpolished viewing experience. I’m afraid there’s not much we can suggest for that…Except maybe an upgrade? Failing that, here’s a link to a funny instructional that may help!
Refunds, Returns or Exchanges
Q: What happens if I want changes made to a project?
A: We pride ourselves on keeping our customers wishes at the top of our priority list, and will strive to alter or amend any projects you’re not 100% satisfied with. We will happily make any reasonable changes, but please note if excessive alteration requests are received (or changes outside the original project brief) we reserve the right to charge for additional labour
or forfeit the project. To help us help you, please outline your project in as much detail as possible from the outset.
Q: What if I’m not happy with a product?
A: We’ll always offer to exchange or alter a product to suit, but we also
offer a money back guarantee.
Q: We loved the video commercial you produced for us. Can we get a hard copy of the original for the files at head office? How much do you charge for postage?
A: We deliver our multimedia products electronically in a variety of ways – FTP, email, RSS, etc. It’s quicker and more convenient for our customers.
But we also like to give clients a hard copy of each job for their files – we’ll provide you with one CD for free, and we’ll even pay for postage. No shipping costs; consider it part of our commitment to great service. Feel free to duplicate it if you require additional copies on disc (say to give potential customers). However if you’d prefer we did this for you, it will incur modest additional fees. Simply call to pre-arrange however many copies you need, and where you’d like them mailed to so we can calculate shipping.
Q: I see you mention clients can opt to get product discounts as carbon credits instead of cash? How does that work?
A: We see this as a way forward that fits with our company’s ethics. A 10% discount may represent such a small amount of money that many companies mightn’t even notice it if it was refunded into their account- a tiny drop in the ocean, just small change.
But as many companies these days are striving to reduce their environmental impact,
a carbon offset certificate for the same monetary amount may be more appreciated. We can supply certificates in your company name from our green power supplier, Origin, or any number of carbon offsetting agencies (feel free to email us for a list).
We also love to support the charitable work of Oxfam, so also will happily supply your applicable 10% discount as a certificate for, say, a mosquito net for a malaria infested region or a well for a drought-stricken country. Or of course you could just receive your 10% discount the old fashioned way – as money off your bill!
We just though we’d offer options outside the norm to help our clients make a difference with
no out-of-pocket expense. You get a job well done AND a gift that keeps on giving. Plus if lots of our clients choose these options, imagine the extra money going to these charities!
Q: We hear you also do free work for charities or not-for-profits?
A: We aim to do at least one “freebie” for a worthy cause bi-monthly. That might entail writing a simple press release right through to creating an online ad campaign depending on the organization’s needs. Right now we’re booked up with charity gigs, but if you know or work for a charity that may need our assistance we’d gladly consider it. Drop us a line!
Q: What are your own green policies?
A: Thought you’d never ask. We’re by no means perfect, but we do strive to run things leaving the barest footprint possible. Apart from directing fund towards carbon offsets via our alternative discount scheme, we
run a home office so don’t commute (although we do have to travel to film or meet clients).
We are registered for green electricity and use power saving devices wherever possible. We recycle. But our biggest contribution is converting customers into harnessing internet marketing.
We see online marketing activities as a great alternative to traditional mass marketing approaches like pamphlet drops, newspaper ads or glossy brochure and catalogue printing. While video adverts, email newsletters and the like won’t eliminate these practices all together, it can certainly drastically reduce the need for printed material destined for landfill.
We’ve limited our own printing to the bare minimum, and only supply marketing materials to qualified leads or customers actively requesting printed information about our services. We’re also looking into sourcing any printing that we do to a local printer using recycled stock with vegetable-based inks. These are just small steps, but you’re actually helping us reduce our printing further still by utilizing information on our website instead of requesting a printed catalogue, so good for you!