Canned responses

HiThere

I got in touch with smugmug support today to solve a problem where I couldn't get to my control panel to edit my front page.

It turned out to be a corrupted cookie problem.

Support was no help in fixing this problem. I had to be the one to ask if it could be a cookie problem. Every email with "Doc" in support AUTOMATICALLY ended with

"If you have any other questions or problems, please let us know. "

A huge DISMISSIVE ending to a support email where the client still has a problem and is frustrated beyond words. Basically every time I asked a question I was being told to take a hike at the end of the email.

That ending on a support email is fine if the problem has been solved. But to have it ending on every email when the problem is ongoing is like saying to the client, "I'm closing this ticket even though you still have a problem."

A company that touts personal service should never, ever EVER use canned responses. It is lazy, unhelpful and hurts the support relationship with the client.

As I told them today (not that it makes any difference) I started the day recommending smugmug to everyone I knew. After today's frustrating problems I wouldn't recommend smugmug and their support to anyone.

What company that cares about clients would ever use canned responses? Would you? If you are looking at smugmug for your future photo needs based on my experience with support I would look elsewhere.

gail




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docwalker

Gail, I have removed that line from my signature. I hope that helps. As I said, I never intended to dismiss you or not want to help.

Andy

Hi Gail, I'm responsible for Customer Support here at SmugMug. I'm very sorry you are upset about your email exchange with Doc today. We would've gotten to clearing cookies (the ultimate fix for your issue) but first Doc noticed that your browser was pretty out-of-date so he suggested an update which often fixes these things. And he's already replied about the line in his signature - it surely wasn't meant to upset you, we often say such things to make sure customers feel comfortable about writing back if we didn't answer fully or properly, or they don't understand our answer, or if there are any other questions. It's not a 'canned response' but he's removed it from his signature all the same. Hope you'll give our Heroes another try sometime! Of course, if you want to discuss this further, I'm at your service, just write the help desk, "ATTN: Andy" in the subject and I'll get your note. Thanks.

HiThere

FIRST... It was a canned response because it appeared on every email he wrote me as a closing line. Now to the support issues:

1. Clearing smugmug cookies is an easier fix for the client then either using another browser or downloading an update for my browser. The lesser solution should always be tried before the more drastic solution. Don't you agree?

Firefox updates FREQUENTLY now and updating my browser caused other problems. I had an extension that had not been updated to work with the latest version yet giving me another unnecessary problem on top of the problem I was having with smugmug.

I found the solution to my smugmug problem by searching the internet in frustration not from smugmug support.

2. I told Doc that I was having an problem with his canned signoff line because of the reasons I mentioned above. He replied to me using the same signoff line. THAT is just like telling a client to shove it. More than that it is rude. It would have been an easy fix for him to reply to me and not used that canned response but it was not worth his trouble to remove it.

3. When I emailed and told him that I had solved my problem I SPECIFICALLY requested him not to reply to me. He ignored my request and replied to me ANYWAY... once AGAIN using that signature line I had told him I found so off putting and dismissive.

That brings me to my appearance on this forum.

I'm happy he has removed it because I would hate for anyone else to feel as dismissed as I did but it was a real lesson to me on how smugmug support works. Forum posts get attention. What is written in emails is pretty much ignored. That is now my experience.

I'm not a high maintenance client and the fact I found my exchange with support so bad I came here should give you real concern since your personal support is what is suppose to set you apart from the herd. It is to your credit you showed up here. However, it is a real shame a once well satisfied client feels that the only way to get heard is to come to a public forum don't you think?

gail

Andy

HiThere wrote: »

It is to your credit you showed up here. However, it is a real shame a once well satisfied client feels that the only way to get heard is to come to a public forum don't you think?

gail

I live here, Gail! I'm sorry your experience was not up to what you expected. Give us another chance, I'm sure you will be happy. Thanks for posting again, and for being so passionate and caring so much. I really appreciate it.

SamirD

While I understand canned responses can seem a bit impersonal, there are times when they are warranted.

In a previous lifetime, I was one of two people that responded to all of LG's North Amercian support emails. When I first came into the job, there were no standardized templates or procedures for common issues, in email support or in the call center. I started creating these responses that were very complete, thought out, and didn't miss little details that sometimes made the difference between solving a problem and just irritating a customer. These templates might have sometimes looked like 'canned responses', but we tried to personalize them, and they covered over 75% of the inquiries very well. The other 25%, we had to write responses from scratch, which took longer to research and reply.

With these templates, the average turnaround time for email was cut by 50% and people were more satisfied with the answers. It also allowed us to spend our time on the more difficult problems and better satisfy those customers.

I understand that sometimes general responses aren't very personal and are missing a warm and fuzzy touch--something we all love about SM. But I'm sure now that Andy and Doc are aware of your concern, they'll address this in a satisfactory manner.

Andy

SamirD wrote: »

I understand that sometimes general responses aren't very personal and are missing a warm and fuzzy touch--something we all love about SM. But I'm sure now that Andy and Doc are aware of your concern, they'll address this in a satisfactory manner.

Samir, it was something in Doc's signature. Not a canned response of the sort you are talking about.

Thanks!

Kinzphoto

HiThere, I'm going to try to be nice saying this, but if you spent hundreds of dollars with a local web designer in your hometown, instead of the incredible price that SmugMug charges for a great site, then you could get the speciallized attention that you apparently need.

SamirD

Andy wrote: »

Samir, it was something in Doc's signature. Not a canned response of the sort you are talking about.

Thanks!

Oh, I realized that. But apparently the OP saw the entire response as canned.