Colin's dashboard

Colin replied on November 18, 2008 20:18 to the question "Photo Book Credit not appearing..." in Snapfish:

Snapfish is experiencing an enormous amount of customer contacts in regards to a recent promotion. In order to ensure the highest quality of service, we kindly ask that you submit a ticket to our Customer Support at: http://support.snapfish.com/app/ask

We will reply to your ticket as soon as possible.

In the meantime, we will be unable to address Get Satisfaction posts in a timely manner. Again, please use the above link to submit a ticket to Snapfish Customer Support to have your issue addressed.

Your patience and understanding is greatly appreciated.

Thank you,
Snapfish Customer Support

Mary Makowsky replied on November 18, 2008 19:04 to the question "Snapfish keeps sending me the wrong plugin for my Macintosh" in Snapfish:

So why, if Snapfish is no longer supporting the iPhoto plugin, are your customer service people still sending out the incorrect link (or any link at all) to Mac users needing help? I just received the iPhoto which is really the Safari (also obsolete now with the new uploader) on November 3.

I now cannot upload from any browser because you require Flash Player version 10, which requires OS 10.4 or higher. So, I need to spend money to upgrade my OS and possibly other software programs as a consequence in order to use Snapfish?

Guess I'll check out Shutterfly...

MDC replied on November 18, 2008 06:17 to the problem "Snapfish login and password problems." in Snapfish:

It does not recognize my email address or password. I tried getting on the customer service live chat and that is not working. Crazy but I received and email extending the free book deadline to Sat 11/22 and I sent a reply with my problem but no reply yet. I can't find snapfish phone number to try to get help to log in. My email address is mcabrera6@comcast.net.

weaponzero replied on November 15, 2008 20:39 to the question "Downloading Snapfish photos" in Snapfish:

Does snapfish retain the original photo, as it was uploaded, or do they automatically resize everything to 2.1MP? Is it possible to download the hi-res original at all? I think snapfish should either get in to the online photo-sharing business, or stay out of it altogether and just focus on making good prints, preferably the latter. I'm not opposed to paying a nickel for a photo I want to download, but I should at least be able to get the original. I'm not going to pay anything for a 2.1MP thumbnail.

Dean Cookson replied on November 14, 2008 05:59 to the question "Anybody working at Snapfish this a.m.?" in Snapfish:

DannyMiq,
I'm sorry we've not delivered you the experience you deserved and that we always strive for. As an IT professional though, I'm sure you understand it's not quite as simple as you imply. Traffic from events like this can be one or more orders of magnitude above every day volumes. Provisioning to seamlessly handle spikes like that would require an enormous capital expenditure on equipment that would sit idle more than 99% of the time. We absolutely could build out that kind of infrastructure but we'd need to charge $2.50 for a 4x6 print instead of the $0.09 that we do. And I suspect we'd be out of customers and out of business fairly quickly if we did.

The book promotion runs through Sunday night (3 more days) and the site has actually held up very well outside of the peak times. Please come back and try building your book again. I think you'll love the product when you get it. Just try to avoid the traditional "prime time" window.

Best regards,
Dean

DannyMiq replied on November 14, 2008 04:34 to the question "Anybody working at Snapfish this a.m.?" in Snapfish:

I can understand getting slammed by new customers after promoting on a show like that...but being an IT professional puts a different outlook on things like this.

Before going on a show like Oprah, Snapfish should have at least temporally geared up some additional bandwidth to make a good impression on the new visitors. Did nobody expect to be overloaded like this? Has nobody learned from examples such as Mozilla when releasing Firefox 3 or Microsoft releasing IE7? When they released, their servers croaked as well.

I have been trying to create a book from the Oprah show as well. The rate it is going, I will not be able to complete the order by the deadline. If the "heave call volume" does not subside soon, will snapfish be extending the ending date to redeem the Oprah deal or is everyone just out of luck?

Poor preparation is going to cost snapfish a lot of potential customers and possibly some existing ones who are unable to use your service due to the horrible speeds. I have heard a lot about snapfish and finally got around to trying it out, so far I am not impressed.

Just my 2 cents worth.

chrismathews replied on November 13, 2008 22:14 to the question "Snapfish keeps sending me the wrong plugin for my Macintosh" in Snapfish:

Is everyone on here using Leopard 10.5.x? If so, when you click to upload photos in Snapfish, and your Finder opens to select the images....on the left panel at the bottom you will see > Media > Photos > iPhoto ---- then you can select your images directly from iPhoto without having to export them first, I hope this helps people a little, and I wish that a solid iPhoto -> Snapfish plug-in existed too!

alie replied on November 13, 2008 19:38 to the question "Customer Service Phone" in Snapfish:

same thing happend to me. And they charged my account the full price for a free item

Colin replied on November 13, 2008 17:01 to the question "Snapfish Photo CD?" in Snapfish:

Hello,

I just heard back from our vendor regarding this issue, and they confirmed that our photo CD's do not include the meta data as I suspected.

We apologize for any inconvenience this may cause you.

jdog replied on November 13, 2008 16:33 to the question "Customer Service Phone" in Snapfish:

happens to me too.. finally the voice mail comes on and repeats 1000million times and I am beginning to think noone will answer.

Colin replied on November 13, 2008 16:01 to the question "Customer Service Phone" in Snapfish:

Hello,

Please note that we are currently experiencing extraordinarily high call volumes right now due to our Oprah show promotion that aired across the country yesterday. Our agents are doing everything they can to assist each and every Snapfish customer with their issues on the site.

We can only ask for your continued patience as our agents work their way through this high call volume.

Thank you.

A comment on the question "Anybody working at Snapfish this a.m.?" in Snapfish:

The problem with the Customer Service phone line is not "heavy call volumes", it's that -- after chosing an option -- there is music for 10 seconds and then silence. As for the on-line form, after clicking submit, the blue status bar across the bottom of my window gets to the third of the way there mark and then doesn't go any further. I still need help. Bless Oprah, but I've been a customer for awhile! : ) – mkaffeine, on November 13, 2008 15:53

Colin replied on November 13, 2008 15:46 to the question "Anybody working at Snapfish this a.m.?" in Snapfish:

Hello,

Please note that we are currently experiencing extraordinarily high call volumes right now due to our Oprah show promotion that aired across the country yesterday. Our agents are doing everything they can to assist each and every Snapfish customer with their issues on the site.

We can only ask for your continued patience as our agents work their way through this high call volume.

Also, I just tested the online Help form, and experienced no issues in submitting a help request. Please feel free to try this method of communication again if you like.

Thank you.

Colin replied on November 13, 2008 15:27 to the question "Snapfish Photo CD?" in Snapfish:

Hello,

I do not believe that our photo CD's contain the meta data for each photo stored on it. I will double check this information with our vendor this morning, and I'll reply to this post with their answer.

Thank you.

PMSuperstar84 replied on November 13, 2008 04:03 to the question "Downloading Snapfish photos" in Snapfish:

This is why I love winkflash. You can download your hi-res images back to your computer for free.

Colin replied on November 10, 2008 17:53 to the problem "Snapfish's customer service leaves a lot to be desired!" in Snapfish:

Hello Sylvie,

Since this is a Picasa based order, you will need to contact Picasa customer support for further assistance with this issue, because we actually only process the order for you, however Picasa handles the submission of the photos in your order to Snapfish for developing, and the storage of your photos that are used in the order in question.

Please also note that Picasa orders do NOT show up in your Snapfish order history page, since Picasa is not owned by HP or Snapfish.

Thank you.

Sylvie replied on November 10, 2008 17:45 to the problem "Snapfish's customer service leaves a lot to be desired!" in Snapfish:

Hi Colin,

The order was placed within the US. I have this photo album in Picasa; and chose to use Snapfish to get digital prints. Thanks.

Colin replied on November 10, 2008 16:47 to the problem "Snapfish's customer service leaves a lot to be desired!" in Snapfish:

Hello,

Are you attempting to place this order from a country that is outside of the United States? If so, please reply to this post letting me know which country you are attempting to place the order from and I will be happy to investigate this matter further for you.

Also, if you are attempting to place this order from within the U.S., please let me know if you are placing the order from a third party website, such as Picasa, or Windows Live, etc.

Thank you.

ginanred replied on November 10, 2008 13:58 to the question "Downloading Snapfish photos" in Snapfish:

The real problem is that I thought my photos were safe at yahoo's photo site, then they got automatically transfered to you all where there have been technical problems and where I now cannot get my pictures back without spending hours or lots of money. They way to do business here is to keep your customer's happy. Snapfish is going a bad job.

Garry replied on November 09, 2008 23:14 to the question "SSSSLLLLLOOOOOWWWWWW>>>>>>>>>>>>>" in Snapfish:

Actually deleting the %temp% file manually did help.

G