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Old 9th of September 2007 (Sun)   #1
S.Horton
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Default Strong vote for SmugMug Support and Service
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
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Old 9th of September 2007 (Sun)   #2
exile
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Default Re: Strong vote for SmugMug Support and Service
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 .
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Old 9th of September 2007 (Sun)   #3
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Default Re: Strong vote for SmugMug Support and Service
I wonder why. That's a shame.
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Old 9th of September 2007 (Sun)   #4
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Default Re: Strong vote for SmugMug Support and Service
Quote:
Originally Posted by exile View Post
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.
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Old 9th of September 2007 (Sun)   #5
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Default Re: Strong vote for SmugMug Support and Service
Quote:
Originally Posted by exile View Post
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.

Quote:
Originally Posted by Gary_Evans View Post
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.com).
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Old 9th of September 2007 (Sun)   #6
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Default Re: Strong vote for SmugMug Support and Service
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.
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Old 9th of September 2007 (Sun)   #7
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Default Re: Strong vote for SmugMug Support and Service
I think they sleep less than I do. (As I type from work).
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Old 9th of September 2007 (Sun)   #8
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Default Re: Strong vote for SmugMug Support and Service
I am VERY impressed with the writing abilities and the kindness of the SmugMug staff, I wish my employees were similar.
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Old 9th of September 2007 (Sun)   #9
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Default Re: Strong vote for SmugMug Support and Service
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.
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Old 9th of September 2007 (Sun)   #10
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Default Re: Strong vote for SmugMug Support and Service
Quote:
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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.
STRONG +1.

It is amazing what passes for 'work' these days. (Showing my age)
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Old 10th of September 2007 (Mon)   #11
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Default Re: Strong vote for SmugMug Support and Service
Quote:
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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.
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.
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Old 10th of September 2007 (Mon)   #12
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Default Re: Strong vote for SmugMug Support and Service
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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.
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Old 10th of September 2007 (Mon)   #13
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Default Re: Strong vote for SmugMug Support and Service
Quote:
Originally Posted by Gary_Evans View Post
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.
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Old 10th of September 2007 (Mon)   #14
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Default Re: Strong vote for SmugMug Support and Service
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.
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Old 10th of September 2007 (Mon)   #15
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Default Re: Strong vote for SmugMug Support and Service
^^ 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?
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