Complaint about (all other) Support

S. Horton

This is a thread about SmugMug support during a recent refund incident.

The customer purchased three prints.

Two of them were no good.

Why?

The pictures I posted were out of focus - my fault entirely!

So, the support team not only handles the money and the client, but also writes an e-mail body explaining how these things can happen in an elegant and very generous (to me) manner.

It was done quickly, professionally, and at nights and on weekends.

@staff: excellent work, Harvard should do a case on you :clap

@owners: you get it, that your most valuable 'assets' turn off the lights when they go home, right?

@many other vendors I've dealt with, all industries: this is a complaint that you don't perform up to smuggy standards


Well done, keep it up!!

Andy

Hi Sam,

I want to say "thank you" from all of us here at SmugMug! You made our day.

Cheers

S. Horton

You're most welcome.

You earned it.

S. Horton

So, let me get this straight -- I just saw e-mail traffic back to the customer on a Sunday?

You guys are just over-the-top on effort. Absolutely amazing.

Andy

S. Horton wrote:

So, let me get this straight -- I just saw e-mail traffic back to the customer on a Sunday?

You guys are just over-the-top on effort. Absolutely amazing.

We are open 365 days a year, nights, weekends, and all major holidays. At the moment, there are only 4 hours of the deep-night, CA time, where we don't keep a Support Hero on the desk...

Our Support Heroes are located in California, Utah, Idaho, Ohio, Michigan, Florida, Maryland, New York, The UK, The Netherlands, and Australia, so we have really good coverage across all the time zones.

S. Horton

Your support is strong.

http://photography-on-the.net/forum/showthread.php?t=375031