http://www.e-junkie.com/bb/ E-Junkie Forum RSS en-us Copyright 2008, 19.5 Degrees. All rights reserved. webmaster@e-junkie.com webmaster@e-junkie.com Tue, 24 Jun 2008 06:53:04 GMT Fri, 29 Aug 2008 02:17:32 GMT 681 E-JUNKIE 5 http://www.e-junkie.com/bb/ http://www.e-junkie.com/ej/logo.gif 290 104 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Tue, 24 Jun 2008 06:53:04 GMT
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.]]> E-junkie Discussions; lemonbar http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Tue, 24 Jun 2008 05:23:06 GMT
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?]]> E-junkie Discussions; Tyson_N http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Mon, 23 Jun 2008 21:08:20 GMT
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.]]> E-junkie Discussions; lemonbar http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Mon, 23 Jun 2008 21:02:31 GMT studioOMDid 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!]]> E-junkie Discussions; lemonbar http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Mon, 23 Jun 2008 21:02:06 GMT MariaIs 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...]]> E-junkie Discussions; lemonbar http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Mon, 23 Jun 2008 20:56:59 GMT
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]]> E-junkie Discussions; Tyson_N http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Mon, 23 Jun 2008 01:32:16 GMT
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?]]> E-junkie Discussions; lemonbar http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Mon, 23 Jun 2008 00:57:19 GMT
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 :(]]> E-junkie Discussions; E-junkieChef http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Sat, 21 Jun 2008 19:49:47 GMT 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.]]> E-junkie Discussions; lemonbar http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Fri, 20 Jun 2008 20:56:47 GMT
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 :^)]]> E-junkie Discussions; Tyson_N http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Fri, 20 Jun 2008 17:23:23 GMT
Disregard... finally found a reply to my post!]]> E-junkie Discussions; studioOM http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 http://www.e-junkie.com/bb/topic/2327/pg/0#post6952 Thu, 27 Mar 2008 03:25:00 GMT
Do they check this forum? OR are we on our own??

Conserned about Customer Service here...]]> E-junkie Discussions; Maria