Need Order Status - No Email from Heroes

NostalgicDad

I usually have enough patience to not post order support questions in the forum, but I'm not getting any response from the Heroes for some reason on a print order that is taking too long to process.

However, as I type I just got a response only to say the canned response we all know too well.....

"This is a confirmation email letting you know that we have received your email. Due to the overwhelming response and interest in New SmugMug, and for the first time in our company's history, our Support Heroes are not able to answer your questions within an hour. Our Heroes are working around the clock to help, but please allow 24 hours for a response. For help customizing your new site, please visit customization forum on Dgrin.com, and be sure to check out our help resources at help.smugmug.com"

Nothing personal about that and some Hero took the time to send that but did not answer my question. This is for an order, not a support question. Surely our order support is not delayed along with all the other questions being asked. I placed the order on Thursday morning (9/19). The 1-2 business days for processing have come and gone as indicated on the order. The order # is 4013832. It shows to be still processing. Will someone please simply answer my question as to why it's delayed and when it will ship? Ridiculous that I can't get an answer and have to get in line for order support!

mbonocore

Hi Danny!

I am so sorry for the delay. I looked your order up, and it appears you were contacted shortly after this post. Please let me know if that is not the case. Thanks!

Michael

NostalgicDad

Michael....Thx for checking. Yes, i was eventually contacted after my posting. It's frustrating to have Bay Photo delay my order then unable to get any timely answers from SM as to why it's delayed. Order problems should be handled completely separate from the "overwhelming response to new SM" support queue. Thanks again for taking the time to follow up.

mbonocore

NostalgicDad wrote: »

Michael....Thx for checking. Yes, i was eventually contacted after my posting. It's frustrating to have Bay Photo delay my order then unable to get any timely answers from SM as to why it's delayed. Order problems should be handled completely separate from the "overwhelming response to new SM" support queue. Thanks again for taking the time to follow up.

Sure thing....I sincerely apologize Danny. I will be investigating ways to get these types of issues up to the top of the pile, since they are so time sensitive.