Potential customer with unanswered slideshow questions over in dpreview

jfriend

There's a potential customer over in dpreview at http://forums.dpreview.com/forums/readflat.asp?forum=1018&thread=18986713 who is complaining about Smugmug having a slow slideshow when compared to Zenfolio and Google. They say they've emailed help@smugmug.com, but not gotten a response.

I don't know whether slideshow performance is worth picking your service over, but I must say that both Zenfolio and Google do have impressive performance. It appears that they are both doing things to improve the perception of speed and to actually prefetch, but the result is a pretty nice user experience. Google is actually faster than Adobe Bridge on my own PC.

Andy

I've already replied, and we answered (all) of her emails within minutes of receipt. They probably got caught in spam filter or something

Thanks John.

jcdill

jfriend wrote:

There's a potential customer over in dpreview at http://forums.dpreview.com/forums/readflat.asp?forum=1018&thread=18986713 who is complaining about Smugmug having a slow slideshow when compared to Zenfolio and Google. They say they've emailed help@smugmug.com, but not gotten a response.

Heh. Comparing Smugmug customer support with Google support is pretty funny. Google has NO customer support for anything except Google AdWords. If you are really lucky you will get an autoresponder that parses your email and replies with FAQs from their poorly written documentation. If you are really really lucky, you will get a reply from a real person days later. This reply will not answer your question, and will just point you to more FAQs.

As noted by Andy, the most common reason someone would not have received a response is due to their badly configured spam filter.

rainforest1155

jcdill wrote:

Google has NO customer support for anything except Google AdWords. If you are really lucky you will get an autoresponder that parses your email and replies with FAQs from their poorly written documentation. If you are really really lucky, you will get a reply from a real person days later. This reply will not answer your question, and will just point you to more FAQs.

Just a counter example which I've gotten from the google Analytics support. Contains all the info I needed and took about 5 days to reach me, which is okay for a product that had been launched just recently with a huge success.

Sebastian