Englaze Problems?

sweet carolinesweet caroline Registered Users Posts: 1,589 Major grins
edited October 12, 2009 in SmugMug Support
I received an e-mail from a client that the disk I ordered from them had corrupted files and some low resolution files. They contacted Smugmug, and my account is getting credited, but they were told that there is a current interface problem between Smugmug and Englaze. If this is this case, why haven't I been notified since I'm the one who placed the order? Also, I have ordered other disks recently. Should I expect problems with those, as well?

So now I have to burn disks myself to replace faulty Englaze disks. From the e-mail my customer received, it sounds like this was a known problem, yet I've still been able to order disks, and no one from Smugmug or Englaze has contacted me to let me know what's going on.

Was it a fluke? Has this problem been resolved?

Thanks,
Caroline

Comments

  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited October 10, 2009
    We had to shut the disk ordering down, due to a problem at Englaze - it took longer than expected to do this, and we're sorry. Defective orders will be refunded, of course.

    I'm really sorry.
    Andy

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  • sweet carolinesweet caroline Registered Users Posts: 1,589 Major grins
    edited October 11, 2009
    Andy wrote:
    We had to shut the disk ordering down, due to a problem at Englaze - it took longer than expected to do this, and we're sorry. Defective orders will be refunded, of course.

    I'm really sorry.

    So does that mean the disk I recently ordered has been cancelled? I would have liked to have received some sort of notification. When was someone going to let me know? I mean, I guess I know now, but an e-mail would have been very helpful.

    Thanks,
    Caroline
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited October 11, 2009
    sweet caroline wrote:
    So does that mean the disk I recently ordered has been cancelled? I would have liked to have received some sort of notification. When was someone going to let me know? I mean, I guess I know now, but an e-mail would have been very helpful.

    Thanks,
    Caroline
    Lindy from our team will be contacting anyone affected - promise! Sorry for the hassle :(
    Andy

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  • LindyLindy Registered Users Posts: 202 Major grins
    edited October 11, 2009
    Hi Caroline, would it be possible for you to email me at the help desk, and include the order information? If I replied to your customer directly, versus you, I'd like to give you the courtesy of an email, as well. If you placed other orders, and can give me the order numbers, I'll be happy to contact the lab and group your order numbers together. Thanks! Lindy
    Go here to send me an email: http://www.smugmug.com/help/emailreal
  • sweet carolinesweet caroline Registered Users Posts: 1,589 Major grins
    edited October 12, 2009
    Hi Lindy,

    I got your e-mail this morning. Thanks. That can't be a fun job, contacting all the customers with Englaze orders.

    Caroline
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