Is anyone else frustrated?
TomPG
Registered Users Posts: 4 Beginner grinner
I am FRUSTRATED.
I have been a SM user for several years and have always enjoyed the terrific support of the heroes.
With the new SM, the customer support has been awful. It takes 1.5 days to get a response, and it is frequently incorrect (after 36 hours, I usually figure it out, or devise a work around). I find this to be unacceptable.
There are a lot of problems with the new site, it is very difficult to find things and the help is scant. I certainly do not want to watch a one hour youtube. I want a manual. And I want technical support. Were the good folks at SM taken by surprise by these problems?
After all of these years, I am beginning to think the previously unthinkable. Perhaps my time with SM has come to an end.
Sorry for the rant.
I have been a SM user for several years and have always enjoyed the terrific support of the heroes.
With the new SM, the customer support has been awful. It takes 1.5 days to get a response, and it is frequently incorrect (after 36 hours, I usually figure it out, or devise a work around). I find this to be unacceptable.
There are a lot of problems with the new site, it is very difficult to find things and the help is scant. I certainly do not want to watch a one hour youtube. I want a manual. And I want technical support. Were the good folks at SM taken by surprise by these problems?
After all of these years, I am beginning to think the previously unthinkable. Perhaps my time with SM has come to an end.
Sorry for the rant.
0
Comments
But my main frustration is the lack of clear communication. If I had NOT been following all these threads I would be totally lost.
As a simple example, there's no reason why Smugmug can't maintain a "Known issue list" and status, so people who need a broken feature can have a simple and fast place to look. Sometimes they announce fixes in a forum in a new post, sometimes they mention it in a reply in a thread where broken. Sometimes they engage in discussion on a bug then just disappear mid-thought and never return. The various news, blug and more official sites occasionally but pretty infrequently have a status update.
Unless their development staff management is completely incompetent, you know they have all this information readily available in tracking their own activities. And while I know that SM is extremely adverse to providing date estimates on anything, they could at least provide this organized list of statuses even if the ETA was "Being worked" with no hint of time.
Instead we all talk to each other and guess. That's the frustrating part for me.
And now the gallery full screen slideshow will often not show the largest size possible, gallery sort has all the problems it had with rearranging itself again,
dumb stuff like an icon that no one would ever guess was a like button, a big step backwards with no random homepage slideshow.
I have to sit and read every message in the forum to find answers, and still need to apply code patches all over the place to make it usable.
Have you migrated to new SmugMug? Or are you still on legacy?
What error messages are you getting? Exactly what happens?
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