Unimpressed with Smugmug Customer Support

dyuhas

I'm posting here because the link to "Contact Smugmug" is not working.

I asked Smugmug Customer Support a simple question. It took 3 different people and 4 replies (the last of which was only partially correct) for me to get a usable answer.

Is this typical of Smugmug support "heroes?"

BigAl

Link to "Contact Smugmug" is working fine for me.

I've never had any problems with the support from Smugmug staff, replies are always prompt, and if the person on-line at the time can't help you, someone who can gets back to you very soon after that...

Andy

Hi, as the guy responsible for all of our support heroes, this interests me very much - I'm trying to find you in our email system and can't - can you please shoot a note to ATTN: Andy at the help desk so that I can find the trail of correspondence?

We try really hard to provide the best support in the world, and for 8+ years going have been getting raves for it. I'm sorry we missed the mark for you, and want to find out why, and try to improve not only for you, but for all of us for the future.

Looking forward and standing by,

- Andy

Andy

Andy wrote:

Looking forward and standing by,

- Andy

Hi, we found you

so, your first email you asked how to get a link for an Original file, not a -L.jpg or -X3.jpg

We should have been better in our first reply by saying that you simply replace "-L" or "-X3" with "-O"

I'll discuss this with my team, thanks for bringing this up - we should definitely been able to answer this in ONE reply not a handful. I'm very sorry about that, but grateful you brought this up so we can improve.

It's also timely because we're implementing a new case tracking and support system, now that the holiday rush is behind us - and this system will help make things like browser identification, and more, be a snap.

Thanks again!