Time to leave smugmug?

michael lawrencemichael lawrence Registered Users Posts: 33 Big grins
edited July 30, 2013 in SmugMug Support
Folks I am at my wits end with the lack of dependable quality from smugmug, particularly with video.

Did you know that an image created in photoshop cc with text cannot be displayed properly as a video preview image as per their support team? Come on guys... I pay a premium price for less than premium service.

Today I can't even load and play a video on my site which worked perfectly prior to today. Not my internet connection because the video plays fine in animoto. I even tried uploading the video again, went to my private animoto gallery and 3 of the same videos were uploaded. One doesn't load and play and none of them are higher than 640.

No response from support since early this morning. Can't get in touch with anybody in charge who really cares about my professional business yet they tout this wonderful unveiling tomorrow. I can't believe I have to contemplate leaving after so many years of work invested in my relationship with smug mug. Display of videos and images consistently should be a no-brainer for anyone looking to offer a service to professional photographers.

Just pathetic...

I don't think my expectations are too high. Anybody else having issues with video? Sorry for the rant but any advice would be appreciated.

Thanks in advance...

Michael

Comments

  • michael lawrencemichael lawrence Registered Users Posts: 33 Big grins
    edited July 29, 2013
    Update on support from SmugMug
    An image specialist named Barrie has taken ownership of my problem and has been very helpful and responsive and has at least been able to confirm that the lack of clarity issue with text in video preview images is an item that they need to address.

    He is looking into my connectivity problem as well and I appreciate his diligence.

    Connectivity issues relative to the questionable video experience have to remain at their end. I contacted my ISP and I am not experiencing any packet or data loss, and I am downloading at 116.90 mpbs and the PNG rate is 26.

    I'm really in a quandry about whether to stay or move on...
  • michael lawrencemichael lawrence Registered Users Posts: 33 Big grins
    edited July 29, 2013
    No responses so you all must think I'm nuts... but that's ok.... lol...

    To smugmug's credit Nick Wilson, a connection specialist, has also stepped up big time to address my connectivity issues with quick responses and attempts at solutions.

    I am feeling a little better about support at this point so I'll hang on a bit longer to see what happens...
  • smurfysmurfy Registered Users Posts: 343 Major grins
    edited July 29, 2013
    michael lawrence wrote: »
    No responses so you all must think I'm nuts... but that's ok.... lol...

    To smugmug's credit Nick Wilson, a connection specialist, has also stepped up big time to address my connectivity issues with quick responses and attempts at solutions.

    I am feeling a little better about support at this point so I'll hang on a bit longer to see what happens...

    I don't think you're nuts. There is a year old bug with video quality in password protected galleries ( see the "bug reporting" forum) that has been ignored...a SM rep finally chimed in to say that it is being worked on. A year later. Not fixed, but "worked on." Obviously they don't care.

    I too have started setting up a site elsewhere as a result in the last ten days. And have been very impressed with what the competition offers.
  • GlenKGlenK Registered Users Posts: 14 Big grins
    edited July 30, 2013
    I had issues simply trying to upload a video. I had uploaded one successfully but then I tried one a bit larger and it would go all the way through the upload process then it showed "upload failed" or something like that. Only reason I renewed this year was hearing about a new Smugmug coming out. I'm going to see what that looks like then decide. This site just seems a bit to complicated for me.
    I don't know, nor want to know how to write computer code. I need to find something a bit more idiot proof.
  • davidmedinadavidmedina Registered Users Posts: 55 Big grins
    edited July 30, 2013
    I would go. Too many issues and to many intervention. Go with people that know and specialize in video like Vimeo or Youtube.

    If Smugmug is going to boast about their video quality I expect things to work regardless of issues. The rest are just lame excuses.

    Just think of all the time they have wasted in trying to make something work that should have worked to start with.

    Vimeo is cheaper and better.
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