Very Disappointed in Smugmug

agspecialtiesagspecialties Registered Users Posts: 146 Major grins
edited August 22, 2013 in SmugMug Support
I have been trying to set up a Pro level account with Smugmug for our School Sports Booster Club. WOW, what a pain in the ass. Smugmug has to change on how they help out customers. I have several questions and have emailed them several times and I can't get them to respond. I have a pro level account for my personal use and after dealing with them on this Booster Club account, I am going to start to look at other sites.

I love the way Smugmug works, but I am very disappointed on how they are handling this for me.

Has anyone ever had this much problems with them?

Comments

  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited August 22, 2013
    We are currently answering emails in about 24 hours. Sorry for the delay in our response :(. Also, if you reply to your own ticket it essentially bumps it to the back of the email queue. What is your ticket number? I will dig it up for you.
    Zac Williams
    Support Hero
  • LPCLPC Registered Users Posts: 481 Major grins
    edited August 22, 2013
    agspecialties wrote: »
    Has anyone ever had this much problems with them?

    No. As long as I show a reasonable amount of patience and don't expect them to drop everything and come to my aid and my aid alone immediately then I always find them to be very helpful. Are you saying you have emailed them several times today or several times in the last few days?
  • mbellotmbellot Registered Users Posts: 465 Major grins
    edited August 22, 2013
    agspecialties wrote: »
    Has anyone ever had this much problems with them?

    Not in the past, but I honestly think they stuck their privates in a blender with the release of "new" SmugMug. From everything I've read they are all slammed.

    Not an excuse, just the harsh reality of a poorly planned and executed major release.

    I'm personally not migrating to the "new" SmugMug until they get the bugs worked out and the help desk isn't so completely overwhelmed.
  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited August 22, 2013
    I was able to find your email address through your SmugMug site and looked up your email tickets to us. The last email we received from you was 7 days ago and we responded to that.

    Email us http://help.smugmug.com/customer/portal/emails/new and put attn: Zac in the subject line and I'll try to pick it up as soon as I can.
    Zac Williams
    Support Hero
  • agspecialtiesagspecialties Registered Users Posts: 146 Major grins
    edited August 22, 2013
    zacHer0 wrote: »
    I was able to find your email address through your SmugMug site and looked up your email tickets to us. The last email we received from you was 7 days ago and we responded to that.

    Email us http://help.smugmug.com/customer/portal/emails/new and put attn: Zac in the subject line and I'll try to pick it up as soon as I can.


    Zac

    Thanks for looking this up. I have not received an email from you guys and I have sent three emails the last two weeks. The last one was this morning. I will forward those emails to you.

    Thanks again
  • agspecialtiesagspecialties Registered Users Posts: 146 Major grins
    edited August 22, 2013
    LPC wrote: »
    No. As long as I show a reasonable amount of patience and don't expect them to drop everything and come to my aid and my aid alone immediately then I always find them to be very helpful. Are you saying you have emailed them several times today or several times in the last few days?


    Three emails in the last two weeks I think that shows patience. I don't expect them to drop nothing, just answer an email. Two weeks to get a replay is a little too long in my book, but what the hell do I know.
  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited August 22, 2013
    The last email we received was August 14th and we responded within 24 hours. Did you get that response from us? Try emailing from our portal - http://help.smugmug.com/customer/portal/emails/new I am not seeing any emails from you today. I am searching using your @conpoint.com email address. Did you email us from a different email account?

    I just sent you an email.


    Edit: Just got your email, I will respond shortly.
    Zac Williams
    Support Hero
  • agspecialtiesagspecialties Registered Users Posts: 146 Major grins
    edited August 22, 2013
    Thanks for your time Zac. Yes I only sent emails through the conpoint.com email. I can forward those emails to you if you want.

    Thanks again
  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited August 22, 2013
    agspecialties wrote: »
    Thanks for your time Zac. Yes I only sent emails through the conpoint.com email. I can forward those emails to you if you want.

    Thanks again

    No need. I'm sure you sent them, we just never received them for whatever reason. I have responded to you with your answers, feel free to continue the discussion on your email ticket.
    Zac Williams
    Support Hero
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