englaze backup horrible

smugdocsmugdoc Registered Users Posts: 12 Big grins
edited October 15, 2009 in SmugMug Support
I love smugmug, but their englaze backup service leaves much to be desired.

8/9: Placed an order for a backup of my 12,000+ photo site.
8/16: No updates or responses. Sent an email. Smugmug staff are super and get back to me saying that they'll send it via a "faster method".
8/26: Received disks via faster method (/sarcasm). About 10-20% of the images are damaged (looks like they were incompletely downloaded). Another email... quick response saying they'll look into it.
9/8: No response, so I send an email. Still looking into it.
9/17: No response, so I send an email. "They should have been mailed it a while ago!"
9/26: Nothing in the mail. Sent an email asking for a refund. Will initiate a chargeback on Tuesday if I don't hear back.

Sigh... Smugmug is awesome otherwise. Was able to download my entire album using albumfetcher. It took a few days, but that was much faster than the nearly two months and still no product with englaze. Sent a few $$$ to the author of albumfetcher. If I didn't waste the $ on englaze, I woulda sent him more.

Buyer beware!

Comments

  • SamSam Registered Users Posts: 7,419 Major grins
    edited September 26, 2009
    Disclaimer: I am not addressing the service you received.
    only replying to what popped into my mind reading your post.

    The only thing that I can think of with regard this is whose images are these?

    I am in the process of updating my entire image work flow from hardware, software to back up strategies.

    The images are mine. I don't want to loose them. No third party can possible compensate me for their loss.

    While I may have some overkill in my backup strategy, I can't conceive how I would loose all copies.

    Basically I will have 5 copies of any image I send to Smugmug. One copy on my computer's internal Hard drive. One copy on three separate external HDs. One of which is stored off site. All other images I will have 4 copies. Probably some DVD's mixed in as well.

    I have insurance against equipment loss. This is my insurance against image loss.

    Your experience proves my point of not totally relying on any third party. Smugmug has one of the best customer service ratings in the industry. Most companies are somewhat below these lofty standards, but all companies can have problems, or drop the ball. It's not important if the they only drop a ball every 100 years if the ball they drop is yours.

    Sam
    www.samlinvillephotography.com
  • smugdocsmugdoc Registered Users Posts: 12 Big grins
    edited September 26, 2009
    Agreed. Everyone should have their own backups... Which was the purpose of ordering the englaze backup :)

    I don't know what I'd do if I lost my pics! One thing for sure, my wife would kill me for losing the baby pics...
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited September 26, 2009
    smugdoc wrote:
    Buyer beware!
    Peter, you'll get a full and complete refund. Please Do not initiate a chargeback, that will cost us double. I will personally make sure of your refund.

    More importantly, I want you to get your disk.

    Next, this service has been problematic at times, and perfect at other times. I'm really sorry for the bad experience, I promise we'll improve it, and again, promise that your refund will come.

    - Andy
    Andy

    Portfolio • Workshops • Facebook • Twitter
  • smugdocsmugdoc Registered Users Posts: 12 Big grins
    edited September 30, 2009
    Thanks for your prompt attention to this Andy. I got a response from Lindy promising some action by today. I haven't heard anything... I don't know what to do now. I love smugmug having been a member for many years, but losing $150 is a little much.
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited September 30, 2009
    smugdoc wrote:
    Thanks for your prompt attention to this Andy. I got a response from Lindy promising some action by today. I haven't heard anything... I don't know what to do now. I love smugmug having been a member for many years, but losing $150 is a little much.
    But I've told you and Lindy's told you you absolutely, positively will not lose $150. The refund comes from Englaze, we're getting them to do it. You have our word (I promise). So rest easy and allow us the time to get this refund to you, okay?

    you will not lose $150. I can't say it any more plain that that.

    Thanks.
    Andy

    Portfolio • Workshops • Facebook • Twitter
  • dogwooddogwood Registered Users Posts: 2,572 Major grins
    edited October 15, 2009
    Interesting-- just ran across this thread when I googled englaze.

    I ordered a set of backup DVD's for a shoot TEN DAYS AGO and paid extra for 1-3 day priority mail shipping. They still haven't arrived. I even spoke with my mail carrier and he says he hasn't seen any priority mail for me-- so the package didn't get stolen.

    At this point, I'm not so sure SM's partnership with Englaze is worthwhile. When can I expect the DVD's to be delivered? Is there some sort of tracking #? No one has sent me one. And why did I pay extra for faster shipping? It clearly didn't help. headscratch.gif
    Portland, Oregon Photographer Pete Springer
    website blog instagram facebook g+

  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited October 15, 2009
    dogwood wrote:
    Interesting-- just ran across this thread when I googled englaze.

    I ordered a set of backup DVD's for a shoot TEN DAYS AGO and paid extra for 1-3 day priority mail shipping. They still haven't arrived. I even spoke with my mail carrier and he says he hasn't seen any priority mail for me-- so the package didn't get stolen.

    At this point, I'm no so sure SM's partnership with Englaze is worthwhile. When can I expect the DVD's to be delivered? Is there some sort of tracking #? No one has sent me one. And why did I pay extra for faster shipping? It clearly didn't help. headscratch.gif
    You won't lose a dime, promise - and Support Hero Lindy will be in touch.
    Sorry for the hassle, you are aware of AlbumFetcher or RapidFetcher, free tools to get the files easily, and then just burn disk yourself? ear.gif
    Andy

    Portfolio • Workshops • Facebook • Twitter
  • dogwooddogwood Registered Users Posts: 2,572 Major grins
    edited October 15, 2009
    Andy wrote:
    You won't lose a dime, promise - and Support Hero Lindy will be in touch.
    Sorry for the hassle, you are aware of AlbumFetcher or RapidFetcher, free tools to get the files easily, and then just burn disk yourself? ear.gif

    Well now I'm aware, Andy! I should have known SM would have something cool (and free like AlbumFetcher or RapidFetcher).

    Honestly, I've been really impressed with all the features and add-ons integrated into my SM account. Pretty cool to be paying the same fee yet getting more features :D
    Portland, Oregon Photographer Pete Springer
    website blog instagram facebook g+

  • LindyLindy Registered Users Posts: 202 Major grins
    edited October 15, 2009
    Hi Pete, I've sent you an email, with a complete explanation, but wanted to reassure you here, in this thread that your order will indeed be credited back to you, in full. In addition to Rapid Fetcher and Album Fetcher, our wiki is filled with great third party applications you can use to download your files. Look here: http://wiki.smugmug.net/display/SmugMug/Hacks+and+Apps

    Downloaders are the first on the list. Check them out, and choose the one that suits you best. I expect all of our customers who were affected to see their credits applied in their online statements by 10/23, so if you don't, please send an email to my attention at the help desk. http://www.smugmug.com/help/emailreal

    Thanks for your patience, Lindy
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