Horrendous "hero" experience

migreen · October 29, 2014

Is John Polanek still the Support Hero Manager? Is there a way to reach him directly? Or someone else?

I know that Michael Bonocore is no longer facilitating these things on the forum . . anyone else?

I'm having an absolutely miserable support experience on a particular matter, involving a live client . . and a Hero who responded to a perceived glitch by totally cancelling the order, without asking me.

This is the worst Smugmug experience I've had, and that includes a rocky conversion to the new SM (remember that?). I stuck around, with some doubts, but I've been reasonably satisfied . . until this situation.

This is not my first order . . I've had forty or fifty, I would guess, including several recent.

I've asked for escalation, but . . ..

Thanks

Mitch

zacHer0 · October 29, 2014

I'm sorry to hear about your experience today. Yes, John is available. Please email our help desk with the subject ATTN: John and he will pick up the ticket and respond as soon as he can. Make sure to outline the problem and include a ticket number if you can.

http://help.smugmug.com/customer/portal/emails/new

migreen · October 29, 2014

Thanks, Zac . . I'm doing that right now.

JohnHero · October 29, 2014

Hi Mitch,

I have one of your emails assigned to me currently and I will be emailing you back shortly.

migreen · October 29, 2014

Thanks, John, for your prompt and helpful email response . . I'll be getting back to you shortly. And thanks again to Zac for facilitating contact.

leftquark · November 3, 2014

migreen wrote: »

I know that Michael Bonocore is no longer facilitating these things on the forum . . anyone else?

I'm glad that Zac beat me to it! I have taken over supporting DGrin from Michael.

Horrendous "hero" experience

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