Tuffmail support

markwolk · 12 Jan 2012, 06:55 AM

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

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

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.

12 Jan 2012, 06:55 AM	#1
markwolk Essential Contributor Join Date: Dec 2003 Location: Christchurch, New Zealand Posts: 346	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.

12 Feb 2012, 02:48 AM	#8
EdinwolfPA Cornerstone of the Community Join Date: Oct 2009 Location: PA Posts: 683	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 Last edited by EdinwolfPA : 12 Feb 2012 at 02:57 AM.

20 Feb 2012, 06:05 AM	#10
biinc Junior Member Join Date: Jun 2010 Posts: 2	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

12 Jan 2012, 03:38 PM	#2
petergh Master of the @ Join Date: Jan 2002 Location: Denmark Posts: 1,302	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. :-)

13 Jan 2012, 02:10 AM	#4
William9 The "e" in e-mail Join Date: Nov 2005 Location: San Francisco Posts: 2,281	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.

10 Feb 2012, 10:59 AM	#5
markwolk Essential Contributor Join Date: Dec 2003 Location: Christchurch, New Zealand Posts: 346	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

11 Feb 2012, 01:02 AM	#6
David Ultimate Contributor Join Date: Dec 2001 Location: Canada. Posts: 10,355	We should all write the new owner, and tell him to 'pull his fingers out'!

11 Feb 2012, 10:28 AM	#7
William9 The "e" in e-mail Join Date: Nov 2005 Location: San Francisco Posts: 2,281	Yes. I will leave Tuffmail if support is unresponsive.

20 Feb 2012, 01:21 AM	#9
jdtaylor Master of the @ Join Date: Sep 2004 Posts: 1,693	I do think that maybe they are trying to get their act together but it may be taking a while to9 do.

20 Feb 2012, 01:56 PM	#11
William9 The "e" in e-mail Join Date: Nov 2005 Location: San Francisco Posts: 2,281	Thanks for showing your commitment. It very reassuring for your customers and potential customers.