average response time?

[BSGp8ntball]

The contact information says they respond to most e-mails within 2hours. What is everyone elses experience with this? I sent an e-mail and haven't heard back. Without a phone number I feel pretty helpless. Not exactly the the warm fuzzy feeling I should have after sending $400 dollars to a company.

[prncfarquad]

I too had that issue once. when they saw my thread on here they responded very quickly with an answer to my question. Smugmug folks are great so don't let this one time frustrate you too bad. now if this is not the only time, that is another story

[tizzy]

They have always responded to my emails very quickly.
I think they are great to work with!

[BSGp8ntball]

I just sent another e-mail using my e-mail server instead of the automated one on the website. I have been using a few other photo hosting site for a while now. I just switched over to SMUGMUG. The people on this site seem to really like them, the SMUGMUG forum seemed like a good idea and the half price promo was the final "perk" that I needed to force me to switch. I orginally decided to not renew my account after my trial. I responded to the "why are you leaving form" and got a quick and very polite yet informative response to my concerns. Not all of my concerns were "fixed" but the polite response and clear explination of "why" was more important to me. I went ahead and payed for the full year of "Pro". I just wanted to see about the average response time before I go into panic mode. Supposed to deliver photos to clients Saturday and I'm getting down to the wire.

BSGp8ntball added 179 Minutes and 4 Seconds later...Double Post Merged Below

well, SMUGMUG may have earned a lifetime of business from me.
While I was stressing and a quicker response might have eased my mind, they were already taking care of the problem. I know they have a "guarantee" but I expected, "you checked color correction" or some finger pointing. Nothing, they even took note of my Saturday deadline and upgraded the delivery to next day.... I literally re-read the e-mail again to make sure it was true. Customer service like this doesn't exist in todays world.. atleast that is what I thought.

Here is the response E-mail. I kinda laughed at the support HERO, guess I know why now....

Hi Keith,

Thanks for contacting SmugMug.

We apologize if you didn't receive a response from us, Keith. And we apologize for the unusable prints! You chose Auto Color from EZ Prints, which unfortunately doesn't always come out perfectly. It's an automated process, and it can sometimes cause yellows to be even yellower and whites can be blown out.
If your images are already properly exposed and have good color, you can use True Color. We have submitted a new order for you from Bay Photo, our other Pro lab. Their color correction is done by hand, so it's spot-on. We've chosen Next Business Day shipping, so hopefully this can be printed today and shipped this afternoon for delivery tomorrow.
Bay Photo is great about prioritizing orders with Next Business Day shipping, so this is totally possible. :) I'll keep an eye on this and forward a tracking number to you as soon as it's available.
Of course, you will not be charged for the reprints. http://www.smugmug.com/prints/our-guarantee.mg

If the order cannot be shipped today, but goes out tomorrow instead, it won't be delivered until early next week, most likely. If that's the case, we're absolutely willing to credit back the shipping charge you paid on the original order, and do whatever is needed to make this up to you. :)

Please let us know if you need anything else, Keith.

Take care,
Wendee
Support Hero

[SmugMug]

Originally Posted by BSGp8ntball

well, SMUGMUG may have earned a lifetime of business from me.

That is what we like to hear!! We try our very very best to give white-glove customer support to every single person that buys something from SmugMug, whether they are our subscriber or not!

More than half our company is working as "Support Heroes!"

You made our day :)

[semperaggie]

I think I had a response to an e mail I sent last night within the hour

:)

[3n-Out]

Smugmug is by far one of the best ... Period.. I would put the customer services wayyy above average.. If more companies worked liked this one this would be a better world to live in that's for sure...

Thanks to Andy, Anne and Mark along with the rest of the team.. Top Notch...

[SmugMug]

Originally Posted by BSGp8ntball

Without a phone number I feel pretty helpless. Not exactly the the warm fuzzy feeling I should have after sending $400 dollars to a company.

Sorry I didn't ask you this before, but why did you send $400?