Juicy Ad Rep

[timlover]

I need someone to contact me via the TMM summer giveaway I won.

I submitted a ticket on the 16th and a followup yesterday. I still have received no reply.

Our ticketing system is the fastest support method if Live Help is unavailable. This is *always* faster than direct email and should be used instead of directly emailing any team member.

I'm finding this extremely hard to believe at this point. Answering support tickets seems to comprise about 90% of all the customer related support problems that people post on this board about sponsor issues. It none the less amazes me at the lack of due diligence that sponsors actually apply towards maintaining a prompt and effective ticket system.

Whats funny is that most of the sponsor replies to the board inquiries on issues are something like "Well did you try emailing or ICQ'ing me directly?"

To which is completely contradictory of the whole point that sponsors say they are trying to avoid by having a working ticket system to properly organize and address customers concerns...

Sorry you guys have to get the brunt of my ticket issue frustration in this thread, but you have the longest unanswered time on the handful of them I have...

[TheStout]

I sent this to my rep. She should be in touch today

[Imortyl Pussycat]

Originally Posted by timlover

I need someone to contact me via the TMM summer giveaway I won.

I submitted a ticket on the 16th and a followup yesterday. I still have received no reply.

Our ticketing system is the fastest support method if Live Help is unavailable. This is *always* faster than direct email and should be used instead of directly emailing any team member.

I'm finding this extremely hard to believe at this point. Answering support tickets seems to comprise about 90% of all the customer related support problems that people post on this board about sponsor issues. It none the less amazes me at the lack of due diligence that sponsors actually apply towards maintaining a prompt and effective ticket system.

Whats funny is that most of the sponsor replies to the board inquiries on issues are something like "Well did you try emailing or ICQ'ing me directly?"

To which is completely contradictory of the whole point that sponsors say they are trying to avoid by having a working ticket system to properly organize and address customers concerns...

Sorry you guys have to get the brunt of my ticket issue frustration in this thread, but you have the longest unanswered time on the handful of them I have...

Hi Sugar, what is the best method for me to reach you right now to get this handled? Sorry you went into the ticket system for something unrelated to an account issue.

[Wizzo]

Hit you on ICQ.

[tigermtb]

This ticket was originally assigned to me. A great promo by TMM and as a special case it was put on my desk. However, I have been out of the office since the 11th and working from the road. I reassigned the ticket last night to a sales rep to follow up because i wasnt going to be able to handle it in a timely manner.

As the CEO my ticket times are a lot slower than some other staff and i apologize for the delay.

Im sure that you will enjoy your free advertising credit.

Im boarding my flight replying from my seat. Dedication.

[timlover]

Originally Posted by Imortyl Pussycat

Hi Sugar, what is the best method for me to reach you right now to get this handled? Sorry you went into the ticket system for something unrelated to an account issue.

Yet another issue that arises on the way sponsors handle issues. Finding a way to push the blame back on the customer.

I have a Juicy Ads account. I use it every day and get paid weekly. I won something from your company. It needs resolved. It certainly sounds like an account issue. I submitted a ticket because it wasn't a national emergency but I think 6 days is long enough to get some form of reply back. Even if just to say you've gotten my ticket and are addressing the issue, please give us some time and we will get back with you.

I hope all sponsors read this. Quit pushing the blame back on your customers when your ticket or support system fails. Just own it, apologize, address the issue, and try to do better. I think thats all anybody really wants.

I'll just give this an edit because maybe Sugar was just really apologizing. Not sure...

I do know this. I think most affiliates can agree...they fucking hate ticket systems...

[timlover]

Originally Posted by tigermtb

This ticket was originally assigned to me. A great promo by TMM and as a special case it was put on my desk. However, I have been out of the office since the 11th and working from the road. I reassigned the ticket last night to a sales rep to follow up because i wasnt going to be able to handle it in a timely manner.

As the CEO my ticket times are a lot slower than some other staff and i apologize for the delay.

Im sure that you will enjoy your free advertising credit.

Im boarding my flight replying from my seat. Dedication.

Now thats a reply I can handle and accept.

Thanks for taking care of it...don't worry about it for now and enjoy your flight. You don't need to get kicked off the plane for using your cellphone. Have a safe flight Jay..

[Imortyl Pussycat]

Originally Posted by timlover

Yet another issue that arises on the way sponsors handle issues. Finding a way to push the blame back on the customer.

I have a Juicy Ads account. I use it every day and get paid weekly. I won something from your company. It needs resolved. It certainly sounds like an account issue. I submitted a ticket because it wasn't a national emergency but I think 6 days is long enough to get some form of reply back. Even if just to say you've gotten my ticket and are addressing the issue, please give us some time and we will get back with you.

I hope all sponsors read this. Quit pushing the blame back on your customers when your ticket or support system fails. Just own it, apologize, address the issue, and try to do better. I think thats all anybody really wants.

I'll just give this an edit because maybe Sugar was just really apologizing. Not sure...

I do know this. I think most affiliates can agree...they fucking hate ticket systems...

Sorry again, my first sorry wasn't interpreted as an apology I see. I answered as fast as I possibly could without any background info from my team so that I could jump in and help you get your prize immediately. By account issue I meant something relating to campaigns or pub issue, again nothing meant to insult you in any way or put this on you. We appreciate your business and apologize for the delay on this.

[JFK]

Originally Posted by Imortyl Pussycat

Sorry again, my first sorry wasn't interpreted as an apology I see. I answered as fast as I possibly could without any background info from my team so that I could jump in and help you get your prize immediately. By account issue I meant something relating to campaigns or pub issue, again nothing meant to insult you in any way or put this on you. We appreciate your business and apologize for the delay on this.

Sounds like someone pissed in timlover's cornflakes this morning

[timlover]

Originally Posted by JFK

Sounds like someone pissed in timlover's cornflakes this morning

I eat Wheaties because I'm a fucking champion. As far as I'm concerned, the issue is resolved. My perspective is that none of us are perfect and sometimes we drop the ball. The only thing that matters to me is what you do when you pick it back up. I think everybody deserves that opportunity. Jays team got it and passed it to him, and he slammed dunked it.

So in that end, as much as I complained and was pissed off, its overshadowed by how Jay handled it and he certainly deserves equally the praise and respect for it. Affiliates also need to know how to accept and appreciate when people take ownership of things and not just continue to focus on the initial issue and berate a sponsor after the fact. That doesn't exactly encourage a sponsor to put in that extra attention to an issue if they think what they do isn't going to resolve it or please somebody.

thats my 2 cents

[JFK]

Originally Posted by timlover

I eat Wheaties because I'm a fucking champion. As far as I'm concerned, the issue is resolved. My perspective is that none of us are perfect and sometimes we drop the ball. The only thing that matters to me is what you do when you pick it back up. I think everybody deserves that opportunity. Jays team got it and passed it to him, and he slammed dunked it.

So in that end, as much as I complained and was pissed off, its overshadowed by how Jay handled it and he certainly deserves equally the praise and respect for it. Affiliates also need to know how to accept and appreciate when people take ownership of things and not just continue to focus on the initial issue and berate a sponsor after the fact. That doesn't exactly encourage a sponsor to put in that extra attention to an issue if they think what they do isn't going to resolve it or please somebody.

thats my 2 cents

All's well, but perhaps you should reconsider your reply to Imortyl Pussycat, she was 1st on the scene and was only trying to help ..... perhaps not to your satisfaction, but the intent was there. She should'nt have to apologise to you

[timlover]

Originally Posted by JFK

All's well, but perhaps you should reconsider your reply to Imortyl Pussycat, she was 1st on the scene and was only trying to help ..... perhaps not to your satisfaction, but the intent was there. She should'nt have to apologise to you

I never said she had to apologize to me. I know she was only trying to help. It just read the wrong way on my end initially. For that I'm sincerely sorry. I have no problem apologizing on my end or sharing part of the blame.

I guess I'll clarify. I'm pleased and appreciate the help from all of the staff and Jay. That includes those in the thread and Wizzo on ICQ.

When I was talking about Jays being one I could accept. I wasn't comparing it to anybody elses in the thread. I just meant in an overall view of this business, that is the kind of ownership and handling of issues that I think is where the bar should be set at.

[JFK]

Originally Posted by timlover

For that I'm sincerely sorry

Looking good She's one of the good "guys" in the Biz