Really Disappointed in Smug Lately

HumminbirdHumminbird Registered Users Posts: 50 Big grins
edited October 9, 2015 in SmugMug Support
:dunno:dunno Smug just seems to have dropped the ball. I am a pro member and have belonged to Smugmug for several years. I have always been happy with how the site worked and with their customer service. Lately, though, nothing is working properly and nothing gets fixed.
As an example, for some reason the "My Account" settings think there have been changes made to my site. Every setting and every tab asks me if I want to save changes and I must constantly say yes to move to another tab within the settings. This is so annoying when checking stats, orders etc. I reported this over a month ago and was given several suggestions, all of which I followed. None worked, which I reported. I went through a week of being asked the same questions over and over, being asked to submit the same screenshots over and over, being told to change browsers etc. I was told no one else had reported the problem. I was told they were aware of the problem and working on it. Still has not been fixed.
Another issue is with my clients' password protected galleries. I set up the gallery, set the password, and send the link and password to the client. The clients try to log in and are told they have an incorrect password. I have to go back to the gallery's settings and change the password (even to the same thing!) and then they can get into the gallery. If this happened once, I would have thought it was my typing error, but it has happened to every client over the last six months. It makes me seem very unprofessional.
This week's issue is about the last straw. I placed a small but very important print order on Monday and paid over $50. for 2 day delivery. This order hasn't even shipped yet. Part of the order was for a charity auction. I tried constantly to contact Smugmug via the "Contact A Hero" email. I repeatedly get the message from Smugmug "Sorry, there's been an error and we can't get your email right now".
I was not too happy when prices went up and I had to switch my orginal site, into which I had put a lot of hours of customization, to the "new smugmug". I have a very small business and the $300. I pay for this website is a strain on my budget. Given my prior satisfaction, I decided to stick with Smugmug. Now I'm not so sure this was the right decision.
What's up? Is it time to change sites?
My website is www.kathleenjohnstonphotography.com

Comments

  • HumminbirdHumminbird Registered Users Posts: 50 Big grins
    edited October 9, 2015
    Update. What a coincidence. I received an email that my order has shipped. "Tracking info not available".
  • HumminbirdHumminbird Registered Users Posts: 50 Big grins
    edited October 9, 2015
    Update. Received a second email, stated my order took longer than expected to process. (4 items). Will receive my photos next Tuesday. They did say they would refund my $54.99 2 day shipping. Thanks for that I guess. Doesn't mitigate the fact that I paid for 2 day shipping because I needed the photos this weekend.
Sign In or Register to comment.