Ignored file instructions, missing-file excuses and a loss of trust
This review concerns Spivo’s video editing service at spivo.com. The cuts were generally good, but the overall experience was deeply frustrating. I supplied a detailed brief, detailed revision requests and extensive timestamped comments, yet instructions repeatedly went unaddressed, including which source files to use, colour grading and changes I had explicitly requested. After raising these issues again, I was told another revision would take 3–4 days. aftyer having just waited 5 days for teh last revisions, after a week of wiating for the edit. They ignore your requests then make you wiat longer for their ignorance
What destroyed my confidence was their explanation about my source footage. After my instructions about using the files had not been followed, they said that only six 360 files had been supplied. Immediately after that email, I clicked their Dropbox link and saw the original 360 files myself. I opened the Proxies subfolder, returned to the parent folder, and the originals had disappeared. I reported this immediately.
I believe the missing-files excuse came first and the files were then removed to support it. I cannot prove who removed them, but I know what I saw. Their subsequent explanation that the files just “weren’t synced” did not account for files I had just seen in that very folder. and guess what, after i proved the upload using their logs, they magically reappeared. I felt gaslit and found this explanation to be complete BS.
I should not have to keep repeating the same instructions or spend this much time chasing corrections. I eventually requested a full refund under their satisfaction guarantee rather than another revision cycle. Spivo promptly confirmed the refund had been issued, with 3–5 business days for processing. I appreciate them honouring the guarantee, but it does not undo the time wasted or restore my confidence in the service.