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Is it usual to not hear anything from E-junkie for nearly a week after you email them?

Do they check this forum? OR are we on our own??

Conserned about Customer Service here...

Did you ever hear back? I have posted once and heard nothing... just posted again and am doubtful that I will hear anything this time... I am testing the service, and although I like the product, I have to admit that I am concerned about customer service as well...

Disregard... finally found a reply to my post!

We typically respond to both support emails and forum posts within one business day (M-F 10am-6pm Arizona/MST/GMT-7 time)

Which address did you send your email to? If you did not receive an immediate reply from our helpdesk autoresponder notifying you of a support-ticket ID# for your inquiry, then perhaps the email address you sent to was inaccurate.

Our contact form and officially-supported contact emails are here:
http://www.e-junkie.com/ej/contact.php
(also always available from the red "contact" link at the top of our Web site pages :^)

Tyson_NWe typically respond to both support emails and forum posts within one business day (M-F 10am-6pm Arizona/MST/GMT-7 time)

ROFLMAO - are you kidding me?

You want me to bring up all the posts that have went unanswered for months?

Or how about the posts that have gone unanswered for many many days on end?

Tyson, how in the world can you even say that? It is not close to true and by now you should know this.

Lemonbar, we know that we hit a snag in March .. before and after that, our service has been top notch. For the most part, our customer support is better than even what your payment processor will provide you.

I have personally tried to answer to your emails in past, we reply to your posts and honor your feature requests too when possible.

However, if you still feel that we are unable to provide you the kind of service you expect and don't want to continue using our service, I will suggest cancelling your subscription and contacting support for a refund as I think it will be unetchical for us to keep charging an unhappy client :(

The point is that peopel are complaining also and Tysons reply was not correct.

I have only pointed out the facts and that bothers you?

Your reply is for me to shut up or stop using the service?

You have just replied on a few of the many posts that went unanswered for months and it had nothing to do with your March blip.

This has been happening for a very long time and it is way too difficult to get answers.

Why do you want to jump on me when I am helping you see that it is a problem?

That is called killing the messeger. Is that what you really want to do?

For the record, the response times I quoted are current, as things stand right now (and for the past couple months at least) with our current staffing. We will regrettably admit that up until March, when we finally got VC funding approval to expand our staffing, we may have previously dropped the ball in terms of support responses in a number of cases; we recognized that deficit in our service at the time and addressed it by hiring enough staff to handle the workload.

It is not a fair complaint to hold us accountable now for things that happened in the past and have since been resolved. What had been the case then is not the case now, but the "messenger" is still sounding the alarm about something that we already fixed and is presently no longer true. Robin was only pointing out that it seems nothing we do can ever be deemed satisfactory enough for you, so why can't we just agree to disagree and simply part ways? If you currently find our service so sorely lacking for your needs, why are you still here? Would you keep buying modern Fords and yet sound the alarm to management (and prospective car-buyers) that they once produced the Pinto? Would you keep buying shovels and gripe that they aren't a bulldozer?

We keep fixing and improving things by leaps and bounds, yet you keep kvetching that they ever needed fixing or improvement in the first place, no matter how long ago that was nor how much we've improved. Being only human, we can't create everything perfectly from the outset, but we can acknowledge and identify our faults and shortcomings and strive to correct those, which we have done and will continue to do. Complain about the past if you wish, but at least give us some credit for the present.

"Forgiveness means giving up all hope for a better past."
-Lily Tomlin

My posts do not get answered in a timely manner and it seems like others have the same opinion.

Are Maria and stsudioOM wrong too? (See both posts above)

I am seriously confused by your reply as I do not see customer support being handled in the manner you state and I do mean currently.

The reason I stopped posting here and getting involved was because it seems that no one is consistant with support any longer and that included the time since March as well.

To tell me to shut my mouth or quit the service if I dont like it is certainly not professional. I take full responsibility for problems in my business and take good care of my customers.

I personally go through this forum at least once, and more recently twice, every weekday and reply wherever I can offer a constructive response. If I don't have anything to offer, I leave it to Robin to fill in with his superior knowledge wherever mine leaves off.

I did reply to Maria's inquiry here (you quoted my reply to her, above), and in fact our support ticket system (which logs EVERYTHING, at least since we installed it in early April)) had no record of receiving anything from any email address we have ever had on record for her account. Perhaps she sent it when we were still having problems keeping up, back before we expanded staffing in April, or perhaps it just never actually got sent for whatever reason, but we'd be glad to receive a resend and respond to that within one business day. StudioOM edited their own posts to say they had found our reply after all or otherwise had figured things out and did not need a reply, but I replied to at least one of those posts anyway.

We did not mean to suggest "put up or shut up", and we agree that would be insulting and unprofessional. We have taken full responsibility for resolving all our customers concerns, especially yours in particular (you're kinda famous around the office here :^). We only meant to suggest that if you continue to remain unsatisfied even after we have addressed all your concerns, then perhaps our service is not the right solution to meet your needs after all. We are only a hammer; perhaps your need does not involve any nails?

The point is that posts do not get resolved within 1 day or so as posted.

Treating someone like this with what should be considered valuable feedback is simply wrong. Dismissing complaints that have come from someone who has provided many many self testing corrections, enhancement ideas and other thoughts - all which take time to look into, post and communicate with you far too much, is not a very smart business model.

Is posting getting better, yes. Is it at the level you try to say it is at, no way.

Think about that instead of beating on someone that is trying to help, isnt paid for anything and actually gives you money instead. I would die for more customers like that. It makes my business that much stronger.