Thought's on BluDomain customer service?

All I can figure at this point is they're pretty overwhelmed. I have been looking into flash sites for some time now and when I saw the prices they were offering and the apparent quality of the products, I couldn't resist and ordered a site on 12/28/2007.

I'm still waiting to receive it.

However, a short message I received on 1/2/08 in response to an inquiry indicated that it was sent to me on 12/30 and that I should check my junk mail. Oh, and that it was being resent at that time.

Nothing in junk, just nothing else at all other than the brief one-line reply.

Today I get a message indicating the last resend to me bounced, and that someone else was going to send it to me from their personal account. Hmm... let's see now, we're replying back and forth and messages are going through but an independently sent message bounced? ...and to the same address?

The obvious answer seems to be they're sending my information to the wrong email address. Both times I've asked them to check the accuracy of the email address they're sending the information to, but I'm apparently not getting through or there's something else going on. Either way, it's a painfully slow process as there's a 16-24 hour turnaround between these messages.

I'm sympathetic (to a point) to their situation and still optimistic about their product, but time will tell whether this turns into a more horrible customer service situation.

Edit:

A more rapid response than previous. The second person that was going to send the information from their personal account emails me with the following "I have your site ready for you...but it keeps getting bounced back. Can I Call you?". I'm not sure I understand what could be happening here but I thought I'd keep this message updated in their defense. They're trying. I just can't understand how they can email me w/no problem but can't send my account info to the same email address. I'll keep this updated.

Spam filters upstream of your PC can cause problems. Use gmail for communication with blu, it works fine.

My site is hosted with Godaddy and it's fairly new and doesn't even get spam email yet and I don't even have the filters turned on at the server. So I really don't think spam filtering has anything to do with this.

I responded to person that wanted to call with my permission AND followed up with emails. None of the emails were responded to and she never called.

The initial person had this answer to my curiosity over only certain emails bouncing (ie, we could talk but they couldn't get my site info to me) and responded accordingly:

"I know but the each individual email can be rejected by a server for several reasons - one being that this email I am sending you has lots of numbers. Now let me know tonight if you still do not have and are you SURE you are checking your junk mail."

For those of you that have received your site information, is there anything odd or unusual about the email that might cause a server to reject the email? Lots of numbers? Is it just me or does this whole story just seem a bit strange?

Anyway, I never meant for my experiences with their customer service to turn into a long story here. Hopefully, this will get resolved sooner rather than later.

Email can go through multiple hops and levels of spam filtering, you won't be able to turn all levels off. But it could just be poor service from Blu. Have them CC a gmail account, it worked for me.

Incidentally, in case anyone is thinking of using Godaddy hosting, they have the slowest most unhelpful customer service i've ever seen from a hosting company. Maybe it's because they're massive, being the #1 host in the world, but if you want service I wouldn't go with godaddy hosting. I use them to register domains though.

tim wrote in post #4626485
Email can go through multiple hops and levels of spam filtering, you won't be able to turn all levels off. But it could just be poor service from Blu. Have them CC a gmail account, it worked for me.

Incidentally, in case anyone is thinking of using Godaddy hosting, they have the slowest most unhelpful customer service i've ever seen from a hosting company. Maybe it's because they're massive, being the #1 host in the world, but if you want service I wouldn't go with godaddy hosting. I use them to register domains though.

I gotta disagree with you on godaddy. Did you use their email support or phone? I have had to call them twice. Both times I got a knowledgable support rep that worked me through my issues. I didn't even try email as I hate trying to describe a tech issue via email then wait for a response thatmay or maynot be the solution. A customer of mine switched their site from a local ISP to Network Solutions. I have sent in two email to them and all I received back was the automated response of we will be in touch. I had to call them also and got a good support via phone.

Greg

I used email support, as i'm not in the US. 24 hour replies were the norm, and when we got them they were useless form emails.

If I were to purchase one of their templates and designate a domain for it --can I change the domain in the future? or would I need to purchase the template again?

I am not sure about this, hopefully someone will provide an insight. I'd say it is possible. Check with your host to see if you can change the domain name for your account and IP address. It may be as easy as changing DNS settings of the new domain so that it points to the same location where the template files were first installed. It's been so long when I dealt with it, I may be loosing it now.

P.S. Or are you just getting a template now when it's on sale and not going to build the site with it yet? It may be even easier. To be safe, ask them directly.

Just ordered a BLU site and i found it strange that no order confirmation was sent what-so-ever. Just the good ol' Paypal receipt. At least that's something eh...

Did you guys get an order conf or not when you ordered?

Also chose to host with them, we'll see how setting up my domain name goes.

Who? wrote in post #4721285
Just ordered a BLU site and i found it strange that no order confirmation was sent what-so-ever. Just the good ol' Paypal receipt. At least that's something eh...

Did you guys get an order conf or not when you ordered?

Also chose to host with them, we'll see how setting up my domain name goes.

U get no order confirmation with Blu.....which I thought it was odd. It took close to two weeks to receive my template.

I sent an (2) email with a question about two weeks ago and I still haven't heard from them.

Customer support is extremely slow.

I haven't received a confirmation, either. Mchong75 and I signed up during their big sale and as a result, experienced serious delays. They seem to be getting back to normal this month. I wouldn't expect a two week wait, Who?

Thanks for the feedback, i hope it won't take too long.

After reading all the horror stories and having been quite worried about the setting up my BLU site draggin into weeks and weeks, i am now confident BLU might be past the worst of their recent CS troubles - at least it seems so. Yesterday, i exchanged 4 emails with someone named Samantha and today i received this email:

"You'll love your new BLU site!!! It will be delivered by midnight on MONDAY! Due to some exciting but unexpected publicity we are a few days out sorry

Aundrea"

Regarding the delays, it's looking more and more like it actually did have a lot to do with the VH1 situation and that they are well aware of their lack of CS and are working hard to get things back on track, running smoothly again. For you who are still waiting, try emailing this address instead of using their ticket system or general inquiry form - amantha@bludomain.com

You never know, might help.

Just a case of unexpected popularity and increase in sales resulting in a CS crisis as well as a large back log of emails needing to be answered and sites needing to go live.

We'll see how the comms go in the future and if i actually get my site delivered as/when promised.

Thought i might add that i bought 2 more sites from them today while that promotional offer is still being honored. I bought one 400 dollar site as well as another 400 dollar site, ending up paying a total of 600 dollars for both as i utilized the "buy a second site for 200 dollars" offer for the second site and am already hosting with them since my first purchase some 4 days ago.

They contacted me just 30 mins after my purchase, exchanging 8 emails with me in the course of 25 mins regarding having all three sites linked to from one and the same splash page and it's a Saturday. Pretty good i'd say and i'm happy i came in at a time when they seem to get their CS together.

I am not happy about bludomain.com

1. they never respond to emails of any kind!

2. i registered, and paid, for my website, it is 3 weeks later and still have not gotten one email. Not even to confirm the order, or thank you.

3. if it so bad now, before you get your order processed, imagine when you have a problem and need to fix the site!
Or there server goes down.

4. I have looked around in the support site, is it me or did they take of the submit option on the form?

I don't care where they have been shown VH1 or others, they are not doing a good job, this kids need to learn to scale..

i wait 2 more days, than i call my Credid Card.