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-   -   Tuffmail support (http://www.emaildiscussions.com/showthread.php?t=63780)

markwolk 12 Jan 2012 06:55 AM

Tuffmail support
 
How do you people find Tuffmail's support these days?

I sent them an email 3 days ago and had no reply whatsoever.

petergh 12 Jan 2012 03:38 PM

In my experience, Derek is either more selective as to which messages get a reply than John Capo was, or more forgetful. I can't say which from where I'm sitting. :-)

Berenburger 12 Jan 2012 05:11 PM

Quote:

Originally Posted by petergh (Post 532494)
In my experience, Derek is either more selective as to which messages get a reply than John Capo was, or more forgetful. I can't say which from where I'm sitting. :-)

Same experience. Sometimes his reaction is nearly instant. In other cases, you hear nothing back.

William9 13 Jan 2012 02:10 AM

I haven't found it necessary to ask for Tuffmail support recently, but I'm sorry to hear this since I'm a customer also. The previous owner answered every one of my requests promptly.

markwolk 10 Feb 2012 10:59 AM

I just hope it won't be another Mailsnare. Isn't there anything we can do, as a community, to prevent this from happening? After all, Tuffmail is a World HeritageSite :)

David 11 Feb 2012 01:02 AM

We should all write the new owner, and tell him to 'pull his fingers out'!

William9 11 Feb 2012 10:28 AM

Yes. I will leave Tuffmail if support is unresponsive.

EdinwolfPA 12 Feb 2012 02:48 AM

I was considering opening an account with this service sometime in the near future, however, I am now reconsidering doing that over reports of a lack of tech support from this service- the last thing I need is another Mailsnare incident.......I just “love” when a service is quick to take our money.....but provides little to no tech support in return, etc and in extreme cases goes out of business :(

I do hope things change with this service in the immediate future...........however, it does not look good at this point in time :(

David

jdtaylor 20 Feb 2012 01:21 AM

I do think that maybe they are trying to get their act together but it may be taking a while to9 do.

biinc 20 Feb 2012 06:05 AM

Mea Culpa
 
Thanks to jdtaylor for bringing my attention to this thread.

Your criticisms are warranted and appreciated. I do prioritize responses based on how urgent the request is and how much time is required to respond, but it looks like I'm letting some of the lower priority requests slip through the cracks. Please email me again if you haven't received a response - it's not my intention to ignore you.

I've been trying to find additional support help, but it's been a bit of challenge due to competing business priorities and other circumstances. I'll step up the effort and try to get in more people by the summer. In the meantime, I'll be sure to acknowledge each request to at least you know that "I'm on it".

Derek Ferguson
Tuffmail

William9 20 Feb 2012 01:56 PM

Thanks for showing your commitment. It very reassuring for your customers and potential customers.


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