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i would really like a phone number for Snapfish customer service - why can't i find one!?
I want to see if I can upgrade my shipping to 2 day instead of standard becuase the website didn't explicitly state when it would arrive BEFORE i hit the submit button.
I used a 'RUSH30' code but since I was ordering on Dec. 18 12:30 a.m. it was still Dec. 17 wherever they take the orders and my shipping wasn't upgraded as the coupon states. All i want is to pay for expedited shipping or to call someone and find out if I can get it done for 'free'.
I can't find a number ANYWHERE for Snapfish customer service and I'm so frustrated I'm going to switch to someone else easier to contact.
I used a 'RUSH30' code but since I was ordering on Dec. 18 12:30 a.m. it was still Dec. 17 wherever they take the orders and my shipping wasn't upgraded as the coupon states. All i want is to pay for expedited shipping or to call someone and find out if I can get it done for 'free'.
I can't find a number ANYWHERE for Snapfish customer service and I'm so frustrated I'm going to switch to someone else easier to contact.
I’m frustrated
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The more people who report this problem, the more it gets noticed.
The best solutions from the company
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Please send the order info to Otto or me (first.last at hp.com), we'll get it fixed.
I hear your concerns about the CS experiences of late and do promise that we're addressing them...
The company says
this solves the problem
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First off, thank you to expectmore13 and Janice for the feedback on the phone number and web form. We want to deliver a good customer experience and hearing about where we're not doing it yet is the first step to getting it fixed.
The coupon RUSH30 does upgrade shipping, regardless of what the order confirmation page or email said. We weren't able to make a user interface change to correctly reflect that the coupon was working in time for this holiday season but decided to go ahead with it anyway, believing that benefit of getting your orders to you in time for Christmas was worth it. We will be making changes to the system in 2008 to improve how we handle this.
Eric is exactly correct about the CS phone number. The number is on our contact page ( http://www.snapfish.com/contact ) but I'll look into getting it more prominently placed.
We've been moving to a web form and away from straight email for questions for two reasons. First, email SPAM became a huge problem for our customer service this year, with more than half of the traffic to the CS mailbox being SPAM. Filtering solutions do exist to cut down the noise but when they're tuned to be strict enough to delete the majority of SPAM they also throw away the occasional, legitimate customer message, and that's simply unacceptable to us. The second reason is that a large percentage of questions actually do have a stock answer that works for most people, if we can get you the answer to your question right on the website, that works out better for everyone. All of that aside, it's a work in progress and we're clearly not done. We hear you both about the need for categories to address shipping and order questions and about a "none of the above" bin.
Thank you for being Snapfish customers and for caring enough to let us know how we're doing.
Best regards,
Dean
The company and 4 other people say
this solves the problem
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Inappropriate?It's even worse that that, really. The process of just trying to email the company is maddening. They require customers to select from a small number of question types (none of which is "shipping" or "coupons" by the way) and give no way to email if the question falls out of these approved types. Furthermore, inside each version of the email form they tightly control your message content (e.g. "select a question"), effectively removing the ability to send a unique message. The whole thing feels engineered to annihilate genuine interaction between Snapfish and its customers. And that is incredibly off-putting for real people looking for a simple answer from a live person on the inside.
I’m feeling lobotomized
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I couldn't agree more with this poster - I have had a situation this morning where I could not get the answer to a simple question because of Snapfish's dreadful 'customer service'!!!! -
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Thanks so much! I got a live person ASAP.
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Inappropriate?First off, thank you to expectmore13 and Janice for the feedback on the phone number and web form. We want to deliver a good customer experience and hearing about where we're not doing it yet is the first step to getting it fixed.
The coupon RUSH30 does upgrade shipping, regardless of what the order confirmation page or email said. We weren't able to make a user interface change to correctly reflect that the coupon was working in time for this holiday season but decided to go ahead with it anyway, believing that benefit of getting your orders to you in time for Christmas was worth it. We will be making changes to the system in 2008 to improve how we handle this.
Eric is exactly correct about the CS phone number. The number is on our contact page ( http://www.snapfish.com/contact ) but I'll look into getting it more prominently placed.
We've been moving to a web form and away from straight email for questions for two reasons. First, email SPAM became a huge problem for our customer service this year, with more than half of the traffic to the CS mailbox being SPAM. Filtering solutions do exist to cut down the noise but when they're tuned to be strict enough to delete the majority of SPAM they also throw away the occasional, legitimate customer message, and that's simply unacceptable to us. The second reason is that a large percentage of questions actually do have a stock answer that works for most people, if we can get you the answer to your question right on the website, that works out better for everyone. All of that aside, it's a work in progress and we're clearly not done. We hear you both about the need for categories to address shipping and order questions and about a "none of the above" bin.
Thank you for being Snapfish customers and for caring enough to let us know how we're doing.
Best regards,
Dean
The company and 4 other people say
this solves the problem
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Inappropriate?Hi Dean,
thanks for the detailed and personal response. I figured that was the case with the Web forms. Spam is always a concern. Still, it's easy as companies to replace real human interaction with "well-engineered" systems, particularly in customer service. The fact that you're here talking with us openly is a powerful antidote to the brutal efficiency of stock answers.
I’m comforted by the personal touch
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Inappropriate?Janice,
You are most welcome.
I agree 100% that well-engineered is a requirement for these things. What we have up now is our first iteration and we plan on spending time over the course of 2008 making it better.
FWIW, we don't want to replace the human interaction piece of our customer service at all. We do want to build a collection of stock answers so that customers can be self service when they want to and when they have a question that makes sense for that kind of thing (How do I share photos? Can I check my order status online? etc) But, the motivation behind that is to have more "real human" time available for customer interaction on the thorny problems not less.
I hope that as we make changes in 2008 you'll keep telling us how we're doing,
Dean -
Inappropriate?I have been looking for a contact # too. I have emailed Snapfish 3 or 4 times, and have only got a response from the first one regarding an order I placed 6 days ago that is still being processed and was supposed to take 2 days to process and be shipped on the 17th. It is now the 20th and we are leaving this weekend. It still hasn't been shipped and I am concerned I will not get my grandmother's gift before we leave. I am very frustrated!!
I’m frustrated
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Inappropriate?Give them a ring and hopefully they can help at this last minute!: 1-800-634-4500.
I’m wishing you XMAS cheer.
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Inappropriate?Just an idea, but I did not even look at the contact page for the # b/c right above it, it says something about advertising on the site, so at first I thought that was what that page was for.
Thanks for your help. I'm glad I found a # somewhere.
I’m content
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Inappropriate?Dean,
I too had the problem finding the phone number and appreciate your response--my problem is similar, as I've sent FOUR SEPERATE refund requests spanning over the last month and not a single one has been even given a simple REPLY, much less the refund. I am at the end of my rope. I don't think I should have to call someone IN ADDITION to the refund form I've filled out four times, but it is my last resort before running to the BBB and utilizing similar, more public means of bringing awareness to the fact that in my experiences so far, it is difficult, if not nearly impossible, to reach someone at this company.
Snapfish absolutely needs to change their customer service mechanisms. Unless something magical happens, they have completely lost me--a long time, frequent customer--over their total inability to connect to customers in need and adhere to their "110%" guarantee".
I’m extremely frustrated and angry
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Inappropriate?Please send the order info to Otto or me (first.last at hp.com), we'll get it fixed.
I hear your concerns about the CS experiences of late and do promise that we're addressing them...
The company says
this solves the problem
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Inappropriate?I have also been looking for a number for snapfish, but my dilemma is that i live overseas and have already sent 2 emails with no reply!! I have been waiting for my order for over 16 days now it was shipped on the 17th of Jan and is still not here!! I am leaving for australia soon and she will be gone by the time i get back!!! so if it is not here within the week i will have to send it to her, in the US!! (where it was originally sent from, how silly is that!?)
I’m sad
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Inappropriate?I ordered 2 gifts for Mother's Day on 4/30, it shipped on 5/1 and I still don't have it. Tomorrow is Mother's Day. Not good!!! Tried to call but msg says that Snapfish is closed on the weekend. The e-mail confirmation says that I should have had my order within 3-5 business days. It's been 6. This is really unacceptable.
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Inappropriate?I can't believe I had to google "customer service number snapfish" to find this link. Bottom line - Snapfish isn't prominently making its number available. Who on earth clicks on "about us" to get an actual phone number to talk to a real human being for customer service? The "about us" page is generally for people looking to be hired by you. All of your customer service links are extremely frustrating when nothing corresponds to my problem, but I spent a ridiculous amount of time combing through the copious amounts of useless options. What makes your customer service page even more insulting is you have 240-character limit on asking a question or reporting a problem. Sure, I get that you want a concise explanation, but if you are smug enough to assume that you'll never have a problem reported that takes longer than 2 text messages to convey, AND you don't make your number available from your customer service links, expect people to be frustrated. Expect to lose customers.
I tried to use a coupon code HIMOM around 10:30pm PST on 5/11, which according to the email Snapfish sent me, should expire at 11:59 PST on 5/11. On the last confirmation page, the order total reflected the expected amount with the coupon applied. When I clicked to purchase, the coupon disappeared and the order total changed. I want the coupon to be applied or for the order to be canceled.
Oh look at that. This problem took more than 240 characters to report.
I’m annoyed and frustrated.
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Inappropriate?i'm trying to cancel me order, but i don't know how, they don't give this option or a number that we could call
I’m marcela
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Inappropriate?Marcela,
Please call our customer service dept: 1-800-634-4500 or use the live chat option on the site to reach a representative who can help you.
Dean -
Inappropriate?Dean's response should solve this problem. Thanks
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Inappropriate?i was just wondering why it says my zip code is invalid...i'm trying to purchase the prepaid pix...and it keeps sayin invalid zip...idk y but i was just wondering am i entering it wrong? jus 5 digits right?1 Comment Add a comment
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Yup, should just be a straight 5. We do update our DB of zip codes periodically, but unless yours is brand new it shouldn't be a problem. Can you try using the on-site chat application? One of the CS reps online might be able to walk you through it or could get info back to the engineers if something's broken on our end...
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