The Business Blog at Intuitive.com

Dave Taylor has been involved with the Internet since 1980 and is widely recognized as an expert on both technical and business issues. He has been published over a thousand times, launched four Internet-related startup companies, has written twenty business and technical books and holds both an MBA and MS Ed. Dave maintains three weblogs, The Business Blog at Intuitive.com, focused on business and industry analysis, the eponymous Ask Dave Taylor devoted to tech and business Q&A and The Attachment Parenting Blog, discussing topics of interest to parents. Dave is an award-winning speaker, sought after conference and workshop participant and frequent guest on radio and podcast programs.

Snapfish support isn't very supportive after all...

I know, this is a tempest in a teapot, but I can't help but be amused by the interchange from Snapfish support. I'm a fan of the site and often use it for prints, but this time I uploaded about thirty photos from a recent trip to Hawaii and encountered what seemed like a bug.

I sent in a bug report (which wasn't easy to figure out: they don't really want to hear from customers as far as I can tell):

"03/30/2008 01:41 PM: Got a problem: My photo album AlbumID=21902554 has a picture set as the cover image but it's a picture I subsequently deleted. Now I can't change it. A bug?"

Their response was speedy - less than 12 hours - but apparently from the other side of the looking glass or something:

"Hi Dave,

Thank you for writing to us.

Please be informed you that our records indicate that you had 6 Albums in your Snapfish account under this email address: d1taylor@ gmail.com. We suggest you once again check your albums in your account."

Is it just me, or are they completely disconnected from my query and bug report?

This sort of pleasant, but completely pointless interchange reminds me why people hate tech support and are constantly frustrated with their gadgets, gizmos and software systems. And sometimes I am too. Go figure. :-)

Posted by Dave Taylor at March 31, 2008 9:14 AM

Comments

Oh bother... totally disconnected! I have a small business and that's usually the kind of experience I have with receiving emails from customers who I am trying to help. I'm converting slides to digital files and get a lot of seniors who need a lot of help.

As for photo hosting and prints I like Flickr a lot, but for families who don't care to share with the photographer community I've found Phanfare.com to be great. They are very supportive with a toll-free STAFFED phone number and email support within an hour usually. Plus a very active user forum.

Posted by: Saraj on March 31, 2008 9:55 AM

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