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Strong vote for SmugMug Support and Service

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Thread started 09 Sep 2007 (Sunday) 09:19   
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S.Horton
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Smuggy has always provided great support, but this week they went over-the-top.

Today is Sunday; they've helped correspond with a customer Friday, Saturday, and this morning.

Their e-mails to the customer:
1. Make sense
2. Are well-written
3. Are correct

Simply amazing. ;)

I've had many vendors, but only a very few ever delivered that kind of service.

FWIW

Post #1, Sep 09, 2007 09:19:28


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exile
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Thats good to know. I would have gone with SmugMug myself except something happens between their servers and the UK and sites take forever to load :(.

Post #2, Sep 09, 2007 09:42:31


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S.Horton
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I wonder why. That's a shame.

Post #3, Sep 09, 2007 09:52:43


Sam - TF Says Ishmael
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Gary_Evans
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exile wrote in post #3893032external link
I would have gone with SmugMug myself except something happens between their servers and the UK and sites take forever to load :(.

Why? There are UK companies who are just as good.

Post #4, Sep 09, 2007 11:09:42


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EOSAddict
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exile wrote in post #3893032external link
Thats good to know. I would have gone with SmugMug myself except something happens between their servers and the UK and sites take forever to load :(.

Upload is slow but that's my link I think.. just let it run overnight. I have 15GB uploaded now.

Gary_Evans wrote in post #3893359external link
Why? There are UK companies who are just as good.

I very much doubt it... the customer service from smugmug is exemplary. I can't think of another Service provider where you regularly (I mean daily) get the CEO, Chairman AND COO personally replying to customer support issues (see www.dgrin.comexternal link).

Post #5, Sep 09, 2007 11:16:39


Al
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Dchemist
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I concur with the assesment of their support; when I transfered from photosite.com, they were extremely helpful in moving the domain name - you get ansers to emails within hours.

Post #6, Sep 09, 2007 12:11:44 as a reply to EOSAddict's post 55 minutes earlier.


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S.Horton
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I think they sleep less than I do. (As I type from work).

Post #7, Sep 09, 2007 13:10:54


Sam - TF Says Ishmael
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figmented
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I am VERY impressed with the writing abilities and the kindness of the SmugMug staff, I wish my employees were similar.

Post #8, Sep 09, 2007 17:00:43


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blackshadow
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Smugmug are very good with responding to enquiries - pity they will not allow billing in non US currency and pay by Electronic Funds Transfer - until they offer those two service it makes no sense for me to use them at all.

Post #9, Sep 09, 2007 22:06:42


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S.Horton
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figmented wrote in post #3895011external link
I am VERY impressed with the writing abilities and the kindness of the SmugMug staff, I wish my employees were similar.

STRONG +1.

It is amazing what passes for 'work' these days. (Showing my age)

Post #10, Sep 09, 2007 22:13:52


Sam - TF Says Ishmael
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EOSAddict
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blackshadow wrote in post #3896900external link
Smugmug are very good with responding to enquiries - pity they will not allow billing in non US currency and pay by Electronic Funds Transfer - until they offer those two service it makes no sense for me to use them at all.

Depends what you want to use them for.. I use them mainly as online gallery and image storage.... the printing/sales bit is way secondary.

Post #11, Sep 10, 2007 02:16:07


Al
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Gary_Evans
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EOSAddict wrote in post #3893390external link
I can't think of another Service provider where you regularly (I mean daily) get the CEO, Chairman AND COO personally replying to customer support issues

I can. I can also point you in the direction of a UK forum thread that is saying precisely the opposite to this one about SmugMug.

I'm not saying they are good - or bad. Merely pointing out that there are alternatives and you shouldnt just dismiss them.

Post #12, Sep 10, 2007 09:27:16


Gary
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EOSAddict
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Gary_Evans wrote in post #3899585external link
I can. I can also point you in the direction of a UK forum thread that is saying precisely the opposite to this one about SmugMug.

I'm not saying they are good - or bad. Merely pointing out that there are alternatives and you shouldnt just dismiss them.

I'm not a smugmug fan for the sake of it.. this is just my experience. Willing to listen to other views... do you have that other forum link? I'd be keen to read.

You have a UK service you have experience of? Also keen to hear about.

Post #13, Sep 10, 2007 10:15:52


Al
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liza
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I agree that their customer service is very strong, but I absolutely HATE the lab they use. The colors are always off, so I use them to web proof but not for fulfillment. Unless they start to offer Mpix as an alternative by next spring, I'm not going to renew with them.

Post #14, Sep 10, 2007 20:10:09



Elizabeth
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S.Horton
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^^ Ok, I'm listening -- I haven't seen that. I've ordered some larger prints just for myself.

I set for [True] in the printing option. Can you tell me what I should be watching out for?

Post #15, Sep 10, 2007 20:44:22


Sam - TF Says Ishmael
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Strong vote for SmugMug Support and Service
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