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|| SportsShooter.com: Member Message Board
Livebooks Customer Service
Adam Baudoux, Student/Intern
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Saginaw | Mi | United States | Posted: 2:15 PM on 09.09.09 |
->> First I would like to say that I have been using livebooks edu for about 2 years now. I have been more than happy with the site and customer service.
However, recently I decided it was time to upgrade to the pro version. As you can imagine I have been very excited about this. I realized they have been running a promo offering up to $600 off and are very busy. I didn't expect to get in right away with a designer which is fine, no hurry.
I purchased the site on 7/27 and got weekly updates on how the design process was going to look. On 9/1 I received a email with who my designer was going to be and that they would be calling me on 9/4 at 10:30am pst to discuss:
- The style you would like your site to portray
- Any pages you would like my help in designing
- Any interactive flash elements you would like to add to the site
So, I blocked off a good hour not really knowing how long the phone call was going to take.
10:30 pst. rolls around and no phone call?!?! ok.
11:30 pst. and still no call...
Strange, usually livebooks rocks with the customer services but could be a mix up, it happens...
I waited to hear from them about re-scheduling the phone call but didn't get an email. So I emailed them notifying them that I had not heard from a designer.
Within 24 hours I heard back with an apology stating my call just got lost in the mix. They told me the designer was free to call the next morning and that I was put into their schedule again for 10:30 pst.
Well, guess what...10:30 rolls around again...and no phone call.
Note I purchased an unlimited site and will have a lot of money wrapped up into this and I realize we miss appointment but two in a row is getting frustrating.
Anyone else experience this? |
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Jimmy Hickey, Student/Intern, Photographer
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Longview | WA | USA | Posted: 3:41 PM on 09.09.09 |
| ->> I've been with Livebooks EDU for about a year now, and I have noticed their customer service somewhat going downhill. When I first started using their site, I would receive responses to my questions very fast, usually under 5 hours. However recently their responses have taken 2-4 days... Since I'm using the EDU package, its tolerable. But if I was dropping the cash like you for a pro version and I was treated like that I'd be fairly upset. Hopefully its just a temporary thing and their customer service will improve. |
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Ian L. Sitren, Photographer
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Palm Springs | CA | USA | Posted: 11:06 PM on 09.09.09 |
->> Having been with Livebooks for years, almost since they first started, I can say that I expect that this is the very exception and not the rule. I know the Livebooks people and expect that all will be fine and that these issues were very unintended.
Among the best decisions I have ever made in this business is going with Livebooks. |
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Adam Baudoux, Student/Intern
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Saginaw | Mi | United States | Posted: 11:41 PM on 09.09.09 |
->> I agree and know that it was not intended.
It is just starting to cost valuable time when I am having to block off the time to talk with the designer and no phone call.
I heard back from livebooks within about 20 minutes today. They admitting to "dropping the ball yet again." They are going to schedule at my earliest availability. We are going to shoot for tomorrow or Friday.
I will keep you posted! |
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Mike Brice, Photographer
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Ogden | UT | USA | Posted: 12:16 AM on 09.10.09 |
->> I have seen this same type of post about Livebooks customer service on multiple photo boards.
I like my unlimited Livebooks site, and have never had a problem, but this does worry me.
What happens the next time I need something. |
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Adam Baudoux, Student/Intern
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Saginaw | Mi | United States | Posted: 5:44 PM on 09.10.09 |
| ->> Had a great conversation today with livebooks designer about my site! |
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