Comments on: SmugMug Gallery Fiasco http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html Sat, 26 May 2012 02:31:46 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Mark http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-27866 Mark Thu, 05 Mar 2009 21:22:10 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-27866 Glad to see this turned out well, I must have just stumbled across the posts on flickr and ruled out smugmug as a result, but going back to flickr and now this blog I will be signing up for smugmug. Thanks for sharing! Glad to see this turned out well, I must have just stumbled across the posts on flickr and ruled out smugmug as a result, but going back to flickr and now this blog I will be signing up for smugmug.

Thanks for sharing!

]]> By: Lawyer Mama http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1993 Lawyer Mama Fri, 09 May 2008 10:55:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1993 I'm always *thrilled* to see companies actively engaged in using social media this way. It's a win win situation for everyone.<br /><br />Noel's recommendation goes a long way for me & I'm sure I'll try ordering from Smug Mug. Despite their fantastic customer service, I have to admit that I'll think twice about ordering a gallery wrap from them over MPIX. Perhaps once I hear (and see) that the quality has improved. I’m always *thrilled* to see companies actively engaged in using social media this way. It’s a win win situation for everyone.

Noel’s recommendation goes a long way for me & I’m sure I’ll try ordering from Smug Mug. Despite their fantastic customer service, I have to admit that I’ll think twice about ordering a gallery wrap from them over MPIX. Perhaps once I hear (and see) that the quality has improved.

]]> By: -gary http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1994 -gary Fri, 09 May 2008 10:03:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1994 The reason I signed up for SM in the first place was the responsiveness and openness of it's owners and staff. Not only on their own site and blogs, but on any that raised an issue with their service. The reason I signed up for SM in the first place was the responsiveness and openness of it’s owners and staff. Not only on their own site and blogs, but on any that raised an issue with their service.

]]> By: Noel http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1995 Noel Fri, 09 May 2008 09:56:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1995 Don and his team again went above and beyond the call of duty which is par for the course for SmugMug in terms of their support.<br /><br />Again, I want to reiterate that I was surprised at the subpar quality and craftsmanship of the canvas, as I and my clients have always received fantastic prints from SmugMug. I am hoping that the quality of canvases from SmugMug improve so that I can offer these to my clients.<br /><br />Thanks Don, Andy, Wendee, Markham and the rest of the SmugMug support heroes!<br /><br />Noel<br />www.nkpix.com Don and his team again went above and beyond the call of duty which is par for the course for SmugMug in terms of their support.

Again, I want to reiterate that I was surprised at the subpar quality and craftsmanship of the canvas, as I and my clients have always received fantastic prints from SmugMug. I am hoping that the quality of canvases from SmugMug improve so that I can offer these to my clients.

Thanks Don, Andy, Wendee, Markham and the rest of the SmugMug support heroes!

Noel
http://www.nkpix.com

]]> By: populus http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1996 populus Fri, 09 May 2008 09:50:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1996 Everybody makes mistakes, but as others have noted, Smugmug's customer service and support borders on the fanatical. Take a look at <a href="dgrin.com" rel="nofollow">Dgrin</a>, Smugmug's forum site and see how often Smugmug staff respond to questions, and how quickly. <br /><br />Before going with Smugmug, I tried several other services and none could come close in the quality of customer service.<br /><br />Unfortunately, for casual readers of your site, the quick response of Don Macaskill and his team, and the satisfaction of Noel Kleiman with the outcome may not be apparent. It would be nice if you could write a post about the outcome. Everybody makes mistakes, but as others have noted, Smugmug’s customer service and support borders on the fanatical. Take a look at Dgrin, Smugmug’s forum site and see how often Smugmug staff respond to questions, and how quickly.

Before going with Smugmug, I tried several other services and none could come close in the quality of customer service.

Unfortunately, for casual readers of your site, the quick response of Don Macaskill and his team, and the satisfaction of Noel Kleiman with the outcome may not be apparent. It would be nice if you could write a post about the outcome.

]]> By: Thomas Hawk http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1997 Thomas Hawk Fri, 09 May 2008 09:36:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1997 Mark, Tom Conrad from Pandora is absolutely another tech exec who is active in social media. A good guy as well. Mark, Tom Conrad from Pandora is absolutely another tech exec who is active in social media. A good guy as well.

]]> By: Keith http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1998 Keith Fri, 09 May 2008 07:26:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1998 Looks as though this is well on its way to being resolved, which is a relief. <br /><br />I've evaluated prints from most of the leading on-line sharing/hosting shops, and <a href="http://mccammon.org/keith/2008/03/14/photo-sharing-services-and-print-quality-or-smugmug-is-bad-ass/" rel="nofollow">have found no one takes the printing process as seriously as the folks at SmugMug</a>. They went through a <a href="http://www.smugmug.com/prints/digital-prints.mg" rel="nofollow">very transparent process when choosing a new printer</a>, and as Don mentions, they back it with a bullshit-free guarantee.<br /><br />It's also worth mentioning that, printing aside, they're by far the most accessible, knowledgeable and <em>friendly</em> support staff that I've encountered in my years of doing business and paying for services on-line. This is not, by any means, an exaggeration. They're a bunch of really nice folks who happen to run what I believe to be the finest photo hosting service available today.<br /><br />And it follows that--while I'm not at all surprised--I'm glad to see that Don and the gang are all over this. Looks as though this is well on its way to being resolved, which is a relief.

I’ve evaluated prints from most of the leading on-line sharing/hosting shops, and have found no one takes the printing process as seriously as the folks at SmugMug. They went through a very transparent process when choosing a new printer, and as Don mentions, they back it with a bullshit-free guarantee.

It’s also worth mentioning that, printing aside, they’re by far the most accessible, knowledgeable and friendly support staff that I’ve encountered in my years of doing business and paying for services on-line. This is not, by any means, an exaggeration. They’re a bunch of really nice folks who happen to run what I believe to be the finest photo hosting service available today.

And it follows that–while I’m not at all surprised–I’m glad to see that Don and the gang are all over this.

]]> By: Jeremy http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-1999 Jeremy Fri, 09 May 2008 07:08:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-1999 Just a quick echo that SmugMug is always ready and willing to make sure a situation is taken care of right, well beyond what you would expect of any company. Also, in terms of customer service I *always* had exceptional service.<br /><br />Speaking directly to quality assurance, I've had a support hero call me *before* an order went out to note an issue with the quality of what a print would result due to an original photo. They held the order, and allowed me to upload a corrected photo before letting everything go to print. I can't imagine any other company being that on top of things. Just a quick echo that SmugMug is always ready and willing to make sure a situation is taken care of right, well beyond what you would expect of any company. Also, in terms of customer service I *always* had exceptional service.

Speaking directly to quality assurance, I’ve had a support hero call me *before* an order went out to note an issue with the quality of what a print would result due to an original photo. They held the order, and allowed me to upload a corrected photo before letting everything go to print. I can’t imagine any other company being that on top of things.

]]> By: Mark http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-2000 Mark Fri, 09 May 2008 06:40:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-2000 <i>"Not very many CEOs personally monitor social media on their company."</i><br /><br />Thomas, I do agree with you, but (obviously) there are some CEOs (or equivalent) out there that <i>do</i> monitor social media about their companies.<br /><br />About a year ago, I <a href="http://unsatisfiedhumanity.blogspot.com/2007/07/despite-current-internet-radio-woes.html" rel="nofollow">blogged about how awesome Pandora.com was</a>, despite the threat of internet radio being shut down. I received a comment from Tom Conrad, CTO @ Pandora. It was nice to see such a big-wig (in my eyes) patrolling the 'net. “Not very many CEOs personally monitor social media on their company.”

Thomas, I do agree with you, but (obviously) there are some CEOs (or equivalent) out there that do monitor social media about their companies.

About a year ago, I blogged about how awesome Pandora.com was, despite the threat of internet radio being shut down. I received a comment from Tom Conrad, CTO @ Pandora. It was nice to see such a big-wig (in my eyes) patrolling the ‘net.

]]> By: Noel http://thomashawk.com/2008/05/smugmug-gallery-fiasco.html/comment-page-1#comment-2001 Noel Thu, 08 May 2008 16:25:00 +0000 http://clients.emmense.com/thomashawk/?p=379#comment-2001 Don - <br /><br />Your team has been great...Andy just shot me a note. I am fine with a simple refund. No big deal regarding the canvas...really. I was just shocked at the quality of the canvas because the SmugMug logo is on the outside of the package...I an my clients are so used to high quality prints that i was just shocked.<br /><br />I appreciate the quick response and I hope that you get the quality of canvases up to par with those of MPIX. I anticipate ordering some more stuff from Club Smug. I just ordered a Blurb book and anticipate ordering some other stuff as well.<br /><br />I will continue to preach the excellent customer service, the unbelievable community at DGRIN and the wonderful prints! Just make sure that for my clients some time soon!<br /><br />Thanks!<br /><br />Noel<br />www.nkpix.com Don –

Your team has been great…Andy just shot me a note. I am fine with a simple refund. No big deal regarding the canvas…really. I was just shocked at the quality of the canvas because the SmugMug logo is on the outside of the package…I an my clients are so used to high quality prints that i was just shocked.

I appreciate the quick response and I hope that you get the quality of canvases up to par with those of MPIX. I anticipate ordering some more stuff from Club Smug. I just ordered a Blurb book and anticipate ordering some other stuff as well.

I will continue to preach the excellent customer service, the unbelievable community at DGRIN and the wonderful prints! Just make sure that for my clients some time soon!

Thanks!

Noel
http://www.nkpix.com

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