No response from help

RobCNRobCN Registered Users Posts: 3 Beginner grinner
edited September 4, 2015 in SmugMug Support
Trying to contact someone at SmugMug about subscription issue.
Sent email many hours ago. Received no response. No phone number to call.
Is there anyone really there? Web site says they have 24x7x365 support.

Is there any other way to reach SmugMug? I am very frustrated.

Rob Nixon

Comments

  • ChancyRatChancyRat Registered Users Posts: 2,141 Major grins
    edited September 3, 2015
    RobCN wrote: »
    Trying to contact someone at SmugMug about subscription issue.
    Sent email many hours ago. Received no response. No phone number to call.
    Is there anyone really there? Web site says they have 24x7x365 support.

    Is there any other way to reach SmugMug? I am very frustrated.

    Rob Nixon

    You sent email to: help@smugmug.com
    ?
    I suggest sending again.
  • zacHer0zacHer0 Registered Users Posts: 655 Major grins
    edited September 3, 2015
    Hi Rob, sorry to hear about the frustration with contacting us. We answer emails 24/7, correct. We answer emails typically within about 30 minutes. You haven't gotten a response yet, so likely we either did not get your email, or we did respond and it may be in your spam folder. If you are still having problems contacting us please send me a PM (private message) with your email address and I will get back to you.
    Zac Williams
    Support Hero
  • RobCNRobCN Registered Users Posts: 3 Beginner grinner
    edited September 4, 2015
    I have now sent email again to both help@smugmug.com and separately to Zac.
    Not sure what is happening here. No email replies so far. Only message from Zac on forum. Pretty sure my email is working. Use it every day. Nothing in spam folder.

    (I just retired from 25 years in IT business, so I do know how this stuff works.)
    zacHer0 wrote: »
    Hi Rob, sorry to hear about the frustration with contacting us. We answer emails 24/7, correct. We answer emails typically within about 30 minutes. You haven't gotten a response yet, so likely we either did not get your email, or we did respond and it may be in your spam folder. If you are still having problems contacting us please send me a PM (private message) with your email address and I will get back to you.
  • owilliamsowilliams Registered Users Posts: 87 Big grins
    edited September 4, 2015
    Hi again Rob,

    What email address are you sending this from? If you can let us know, I would be happy to check the system to see if we have gotten your emails.

    -Oliver
    SmugMug Support
    help@smugmug.com
    SmugMug Support Hero
    http://help.smugmug.com
  • RobCNRobCN Registered Users Posts: 3 Beginner grinner
    edited September 4, 2015
    Hi Oliver,

    My address is rcnixon.at.sbcglobal.net
    Are you able to find any of my emails?
    I also sent separately to Zac.
  • owilliamsowilliams Registered Users Posts: 87 Big grins
    edited September 4, 2015
    Hi again Rob,

    I was unable to find any emails from your address in our system. I really do not know why they are not getting through, perhaps triple check to make sure that you have the right address? if the issues persist, try out the live-chat option that we've got available during business hours. Have a look here for more info on livechat:

    http://help.smugmug.com/customer/portal/articles/313672

    best,
    -Oliver
    SmugMug Support
    help@smugmug.com
    SmugMug Support Hero
    http://help.smugmug.com
Sign In or Register to comment.