tradedoubler support???

[paulmacd]

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I am have been meaning to write this before christmas but forgot. Is it just me or is the level of affiliate support absolutely appauling at tradedoubler? Before xmas i emailed td 3 times with a fairly basic question about an untracked sale. And no-one has ever replied. It wouldn't take long to at least acknowledge my email. Other affiliate companies that i have contacted by email usually get back to me with an answer within a few hours, so whats the problem at td?

Just wondered if anyone else has had problems, and if there is an email address for td anyone can pm that someone will actaully respond from?

Paul

[Alfie]

Hi, this may start a debate...if we're lucky! I agree with what Paul says here - its a marked contrast to a year ago. When we started promoting retail, we put 80% of our business through TD based on support and interface usability.

Over the previous 4 months, this has switched ( believe it or not ) to CJ!!! Purely due to the support there - now we may have got lucky with our account manager ( Hildegunn ) but i for one have been impressed with the improvement in CJ's support and pro active management.

HOWEVER, both TD and CJ lack the personal touch of the smaller networks such as buyat, AW, AF and WebGains which goes a long way in this industry!

So come on TD, you have some ground to make up!!!

Open for debate of course!!!


All the best,

Alf

[Michael_Anthony]

I don't think that the words "Tradedoubler" and "Support" should ever be used together.

[drivetowin]

Got to say I've never had any issues with TreadDoubler support - maybe I've been lucky but I've always got answers to queries in a timely fashion (think the longest I've waited is 3 days and that really was an exception).

Hint and tip, get hold of one of the account managers MSN addresses and use it - make a friend of them and get them to badger the right person within TD for you.

[D-Mac]

I've always found them fine too. I always phone them rather than using email.

[TD Nick]

Hello Everyone,

I do not quite understand how you are not getting replies to your support queries as I personally look after Support and untracked sales here at TradeDoubler and we make sure Support is cleared at least 2 times a day.

When it comes to untracked sales, this is left in the merchants hands with constant reminding from myself and the rest of the TradeDoubler account management team. Unfortunately some merchants are better then others when it comes to paying out untracked sales and has been my job to improve response times.

If for what ever reason you are not getting a response to your emails please email me at Ryan.Vaughan@tradedoubler.com with your query and I will personally get back to you ASAP.

Have a great new year everyone,

Ryan Vaughan

[10k]

I do have to say I have had issues where I have emailed account managers for specific programs for information and have never received a response - however whenever I have gone through the support system I have always received timely responses. Last time I had a question I got the reply within a couple of hours and had to follow up with another question which Ryan responded to within about 10 minutes so I really can't fault that!

[TD Nick]

Thanks for the backup 10K!

May I say to everyone who reads this message, if you must email account managers directly please forward the email to Support.uk@tradedoubler.com so that i can keep a record of the query and chase up where needed.

Thanks again everyone,

Ryan Vaughan

[shyguy0507]

I can't complain about td support. I'd been put into the wrong segment for a program - a quick email to tradedoubler support and it was sorted out very quickly - Thanks Ryan

[seanflynn]

I have been waiting for weeks to be accepted on nemo loans? please advise?

[TD Nick]

Hi SeanFlynn,

If you have been waiting a long time to get your application accepted for a program, and by that i mean over a week, then please email Support.UK@tradedoubler.com I will ask the account manager to look at your application and if possible fast track it for you.

Its important to remember that applications are actually done merchant side and like untracked sales, some are much better then others when it comes to getting them done. By emailing support we are able to both fast track your application as well as remind merchants of their duty and process their outstanding applications.

Thanks

Ryan Vaughan

[ziggyzog]

I posted a problem I have on the 'Support Contact Form' on the TradeDoubler website over 3 weeks ago. No response at all.

[Alfie]

Hi Ryan, thanks for stepping upto the plate! I think its a fair point made by Drive to Win - having a personal contact can make a lot of difference!!

Ryan - hope your inbox can handle a lot of emails!

All the best,


Alf

[seanflynn]

Hi,

Thanks application now accepted

Cheers
Sean

[cyberbird1]

I've been getting pretty annoyed about the lack of response from TD, then checked my spam folder this morning. There was the reply, sent on the same day as I asked my question.

It might be worth checking the spam folder if you're waiting for a reply.