Quote:
Originally Posted by paxum
Octav here.
All of you guys are entirely right. That post jumped the gun. I apologize for it, what was posted earlier doesn't do the client justice; it was written on the spur of the moment.
we take great pride in our customer service, and so far it's been our bread and butter, but we really dropped the ball on this one. An incident such as this one is obviously not shedding a good light on us, but our track record so far says otherwise. We definitely should've done a better job in answering this in due time. We will look into this to find out exactly why the support answer was misguided. We are continuously striving to improve all aspects of our service, and this will make a great example in the 'not to do' category.
In this case, the way we present the template will have to be thought through in order to avoid this kind of mishap in the future. hopefully we'll catch the rest of them before needing the flame suits.
I hope Glee got the apology, I will email him personally, and we find a way to make it up to him for the inconvenience.
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yep, apology accepted. I knew it was the owner since I have typed up emails/replies like that one 100 times and hit the delete button before I made that mistake.
Just realize these things.
#1 you are coming in with a product to replace epassporte with, wounds are fresh, enough said.
#2. The only thing I care about is paying my affiliates on time, every time, missed my first payout last period for the first time in 5 years because of RealityCheck network deleting my whole server.. and this payout was UBER important to get out in time. When your tech guys took a few hours between replies with uninformative replies and the grand finale' "lets wait to see what happens tomorrow" that was unacceptable.
#3 posting here gave me the fix in under 5 minutes after I waited hours for your tech guys to post to the ticket. You can't market on GFY without expecting posts like this when things go wrong, it's not a hug fest, all of us biz owners have had threads like these, and when it's taken care of in a timely manner on GFY, everyone walks away a winner.
lol, I already deleted half this reply.
Anyways As another person pointed out if tags are needed in a format dump, a PDF download would have been more appropriate. You should switch it out now. You should also get in touch with NATS and have them add in your payout format dumps so all us site owners don't run into these problems.