Why Doesn't SM Answer Me?

Doug_C · September 1, 2013

I now have four outstanding queries and no response at all from anyone :cry

Two are from Friday and another two are weeks old.

Filling in the form on-line and sending via the 'Email' button.

As a long term loyal customer I feel seriously let down :nah

beardedgit · September 1, 2013

Doug_C wrote: »

I now have four outstanding queries and no response at all from anyone :cry

Did you get the standard automated replies?

If you didn't, I'll wager your messages didn't get through, and if I was you I'd send them again.

If you did, it'll be a case of sit tight and wait. Maybe you could post a list of the assigned Case Numbers here so that a Hero can try to trace your messages?

Doug_C · September 1, 2013

beardedgit wrote: »

Did you get the standard automated replies?

If you didn't, I'll wager your messages didn't get through, and if I was you I'd send them again.

If you did, it'll be a case of sit tight and wait. Maybe you could post a list of the assigned Case Numbers here so that a Hero can try to trace your messages?

Thanks for the response - appreciated.

No I didn't get the automated replies so that raises the question as to where my messages have gone.

If the system isn't working there's no point in sending again. Four not getting through indicates a problem, hopefully someone at SM may investigate and answer here.

I'm now very seriously looking at taking my business elsewhere - even appreciating all the additional work that'll entail for me.

Too many things going wrong.

beardedgit · September 1, 2013

Doug_C wrote: »

Thanks for the response - appreciated.

No I didn't get the automated replies so that raises the question as to where my messages have gone.

Maybe it's to do with the "way in" that you used. Using the Help Portal (http://help.smugmug.com/customer/portal/emails/new) usually gets things through and triggers an auto-response email (which will contain the assigned Case Number). If there's any other way in I've not used it for a long time so I can't comment on its current effectiveness.

Hope that helps.

ablichter · September 1, 2013

You are not alone. I sent two issues to them on August 28th and no answer. I received two personal replies from the so called "connection team"; not able to make connection yet.

Phyxius · September 1, 2013

Hi Dougie,

I'm sorry to hear that you're having trouble with our emails! On August 30th we did receive two emails from you. No Indexing was replied to by Tomasz while Date Search Problems was answered by Heather. Please check your spam/junk folder to see if the replies got stuck there!

The two older tickers were Timeline Function and Video Problems for both of those we received an error message from your mail provider saying the delivery failed. I also see a notice from 6 months ago about responses not being received. Please check your email settings and your address permissions to make sure you are able to receive replies from @smugmug.com email addresses.

In addition to using the help desk to send emails you can also email us directly at help@smugmug.com

I hope this helps. If you have any questions please don't hesitate to ask, we are always happy to help.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

Phyxius · September 1, 2013

Hi Jörg,

I do see four recent emails from you, one from earlier today re: Map is looking different and one from just a few minutes ago titled unlisted Folder/Gallery oddity. Both of these will be answered in order. I do see two emails from the 27th: image sitemap and /keyword. Both of these were Dgrin thread links that appear to be answered now. If they aren't please update the thread or email to let us know any further questions you have.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

beardedgit · September 1, 2013

Phyxius wrote: »

In addition to using the help desk to send emails you can also email us directly at help@smugmug.com
Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

Hi Christina,

A quick question (because I'm curious) - does sending an email directly to help@smugmug.com trigger an auto-response as per sending via the help portal?

Cheers,

BG!

GRBlizz · September 1, 2013

beardedgit wrote: »

Hi Christina,

A quick question (because I'm curious) - does sending an email directly to help@smugmug.com trigger an auto-response as per sending via the help portal?

Cheers,

BG!

Yes. I've been doing a lot of that lately.

However, REPLYING to one of the Hero responses does not trigger an auto-response - and I think it might not put the question in their queue. I've had a couple of my replies/follow-on questions not answered, so I just submitted them as new help tickets.

zacHer0 · September 1, 2013

GRBlizz wrote: »

Yes. I've been doing a lot of that lately.

However, REPLYING to one of the Hero responses does not trigger an auto-response - and I think it might not put the question in their queue. I've had a couple of my replies/follow-on questions not answered, so I just submitted them as new help tickets.

Replies go right back into our inbox - we get replies all the time

. If you aren't receiving responses then perhaps something else is going on. Let us know the ticket # so we can investigate.

Doug_C · September 2, 2013

beardedgit wrote: »

Did you get the standard automated replies?

If you didn't, I'll wager your messages didn't get through, and if I was you I'd send them again.

If you did, it'll be a case of sit tight and wait. Maybe you could post a list of the assigned Case Numbers here so that a Hero can try to trace your messages?

Phyxius wrote: »

Hi Dougie,

I'm sorry to hear that you're having trouble with our emails! On August 30th we did receive two emails from you. No Indexing was replied to by Tomasz while Date Search Problems was answered by Heather. Please check your spam/junk folder to see if the replies got stuck there!

The two older tickers were Timeline Function and Video Problems for both of those we received an error message from your mail provider saying the delivery failed. I also see a notice from 6 months ago about responses not being received. Please check your email settings and your address permissions to make sure you are able to receive replies from @smugmug.com email addresses.

In addition to using the help desk to send emails you can also email us directly at help@smugmug.com

I hope this helps. If you have any questions please don't hesitate to ask, we are always happy to help.
http://www.smugmug.com/help

Thanks Christina - this goes a long way to restoring my confidence.

Due to earlier email problems I always now use the on-line reporting system.

I'm confused on the email issues as I have no spam filters here and have recently change both my ISP and my email hosting company so any older problems should really not now exist.

I will raise a ticket with my email host though and present them with the problem.

I assume I can use an alternative email when reporting?

If so I'll use my Gmail address for future reporting, and it would be nice to get the recent replies sent there for my own information.

Thanks again.

Doug_C · September 2, 2013

Phyxius wrote: »

Hi Dougie,

I'm sorry to hear that you're having trouble with our emails! On August 30th we did receive two emails from you. No Indexing was replied to by Tomasz while Date Search Problems was answered by Heather. Please check your spam/junk folder to see if the replies got stuck there!

The two older tickers were Timeline Function and Video Problems for both of those we received an error message from your mail provider saying the delivery failed. I also see a notice from 6 months ago about responses not being received. Please check your email settings and your address permissions to make sure you are able to receive replies from @smugmug.com email addresses.

In addition to using the help desk to send emails you can also email us directly at help@smugmug.com

I hope this helps. If you have any questions please don't hesitate to ask, we are always happy to help.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

I've received this from my email hosting company and my reading of this is that the problem lies at your side of things -

"The issue is due to wrong spf records set for domain name smugmug.com

We see that the IP they are using does not have permissions to send emails for smugmug.com

Please check below logs

root@host188 [~]# zgrep smugmug.com /var/log/exim_mainlog-20130*.gz
/var/log/exim_mainlog-20130811.gz:2013-08-08 13:26:32 H=mailex.mailcore.me [94.136.40.61]:60035 F=<supportdesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130811.gz:2013-08-08 13:37:09 H=mailex.mailcore.me [94.136.40.62]:34972 F=<supportdesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.62 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130811.gz:2013-08-09 13:29:21 H=mailex.mailcore.me [94.136.40.61]:40285 F=<supportdesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130901.gz:2013-08-30 11:45:50 H=mailex.mailcore.me [94.136.40.61]:59443 F=<herodesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130901.gz:2013-08-31 04:25:14 H=mailex.mailcore.me [94.136.40.61]:59568 F=<herodesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com"

Can you please advise?

Many thanks.

Phyxius · September 2, 2013

Hi Dougie,

Thank you for getting back to us with that additional information! I've forwarded it on to our Ops team so that they can check the settings. I did notice that the email address included in that error was different from the one I checked on last night. I didn't see any received emails from that photos@ address, the ones we have on file are from the account email address starting with dougie@

If you email us from an address that is different than the one on file for the account we may not be able to answer account specific questions. However, I'd be happy to add your gmail address to your profile on our help desk to prevent any problems there you can PM me the address here if you'd like to keep it private.

Regards,
Christina
SmugMug Support Hero
help.smugmug.com

Doug_C wrote: »

I've received this from my email hosting company and my reading of this is that the problem lies at your side of things -

"The issue is due to wrong spf records set for domain name smugmug.com

We see that the IP they are using does not have permissions to send emails for smugmug.com

Please check below logs

root@host188 [~]# zgrep smugmug.com /var/log/exim_mainlog-20130*.gz
/var/log/exim_mainlog-20130811.gz:2013-08-08 13:26:32 H=mailex.mailcore.me [94.136.40.61]:60035 F=<supportdesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130811.gz:2013-08-08 13:37:09 H=mailex.mailcore.me [94.136.40.62]:34972 F=<supportdesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.62 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130811.gz:2013-08-09 13:29:21 H=mailex.mailcore.me [94.136.40.61]:40285 F=<supportdesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130901.gz:2013-08-30 11:45:50 H=mailex.mailcore.me [94.136.40.61]:59443 F=<herodesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com
/var/log/exim_mainlog-20130901.gz:2013-08-31 04:25:14 H=mailex.mailcore.me [94.136.40.61]:59568 F=<herodesk@smugmug.com> rejected RCPT <photos@dougie-coull.me.uk>: SPF: 94.136.40.61 is not allowed to send mail from smugmug.com"

Can you please advise?

Many thanks.

Doug_C · September 2, 2013

Phyxius wrote: »

Hi Dougie,

I'm sorry to hear that you're having trouble with our emails! On August 30th we did receive two emails from you. No Indexing was replied to by Tomasz while Date Search Problems was answered by Heather. Please check your spam/junk folder to see if the replies got stuck there!

The two older tickers were Timeline Function and Video Problems for both of those we received an error message from your mail provider saying the delivery failed. I also see a notice from 6 months ago about responses not being received. Please check your email settings and your address permissions to make sure you are able to receive replies from @smugmug.com email addresses.

In addition to using the help desk to send emails you can also email us directly at help@smugmug.com

I hope this helps. If you have any questions please don't hesitate to ask, we are always happy to help.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

Phyxius wrote: »

Hi Dougie,

Thank you for getting back to us with that additional information! I've forwarded it on to our Ops team so that they can check the settings. I did notice that the email address included in that error was different from the one I checked on last night. I didn't see any received emails from that photos@ address, the ones we have on file are from the account email address starting with dougie@

If you email us from an address that is different than the one on file for the account we may not be able to answer account specific questions. However, I'd be happy to add your gmail address to your profile on our help desk to prevent any problems there you can PM me the address here if you'd like to keep it private.

Regards,
Christina
SmugMug Support Hero
help.smugmug.com

Thanks again Christina, I've sent a PM with all my alternative details.

Phyxius · September 4, 2013

Hey Dougie,

Our engineers have some info for you, regarding how your email is set up and why you aren't receiving our replies and perhaps a good bit of other email too! I'll email you the information but, if you don't get it let me know.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

Doug_C · September 4, 2013

Thanks so much Christina - passed all the details to my hosting companies and await their replies.

Phyxius wrote: »

Hey Dougie,

Our engineers have some info for you, regarding how your email is set up and why you aren't receiving our replies and perhaps a good bit of other email too! I'll email you the information but, if you don't get it let me know.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

Doug_C · September 4, 2013

Have received a reply from 123.reg -

"Please note that our mail server IP address has been black listed due to some of our customers not having a SPF record set for their domains and trying to send multiple messages from a single email address.

If these emails are marked as spam, our mail server can be affected by this, but our engineers are always monitoring the status of our mail servers, and we also have an email sending limit on our system, in order to avoid this type of issues from occurring.

Please accept our apologies for any inconveniences this may have caused for you and rest assured that we are constantly trying to provide the best services for our customers.

To ensure that such issues are avoided a fix will soon be in place."

I don't know when 'soon' is but at least it's moving in the right direction, so thanks again Christina for all your kind assistance.

Phyxius wrote: »

Hey Dougie,

Our engineers have some info for you, regarding how your email is set up and why you aren't receiving our replies and perhaps a good bit of other email too! I'll email you the information but, if you don't get it let me know.

Best Regards,
Christina
SmugMug Support Hero
http://www.smugmug.com/help

Phyxius · September 4, 2013

Doug_C wrote:

I don't know when 'soon' is but at least it's moving in the right direction, so thanks again Christina for all your kind assistance.

I'm happy to hear they're working on it for ya!

Why Doesn't SM Answer Me?

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