Why contacting AW really tests my patience

**moneyfornothing** · 09-11-11

To run a successful network with happy affiliates you need to let them have a single point of contact who will be there at all times, who gets to know both them and their business and build a history with. Without affiliates you don't exist.

There are countless posts on this very forum where people haven't been contacted or helped in any way.

What I'm seeing with AW is that each programme I've joined has upto 5 people listed as Account Contacts with a variety of email addresses so to start off I have no idea which one to choose first. I've never heard of any of them, never had any previous contact with them, their position/title isn't listed either so it becomes a lottery -- a lottery I really don't want to take part in.
Heck, I don't even know if all of them still hold their positions.

So lets say I choose the only Contact with an @digitalwindow email address (some random called Davinder Bansil in this latest instance). I'll wait 1 day, 2 days.. no reply. What do I do then?

Great way to run a business, ironic that I was questioning an abnormal number of rejections last month. Seems like you're biting the hand that feeds you and coming back for more.

I work with a couple of the mobile operators, they used to be on buy.at and now I'm forced to use AW. I hate to say this, but I wish these merchants would move to a completely different network as in its current state AW is as transparent as a brick.

Sort out the contacts for each programme please, it's currently a mess beyond anything I've encountered before.

Employ some affiliate managers who are awake during the day and ready and waiting to help us. Assign them to affiliates rather than the programmes, let the managers take our queries and find out the answers.

I pity those promoting more than 10 programmes through AW, must be a nightmare.

**edwyn123** · 09-11-11

Hi moneyfornothing,

I can only apologise that your experience with the network thus far has been less than positive, I'd like to extend out my contact details so that you have one single point of contact and no longer have to chase around the network trying to work out who looks after which clients which is obviously not the best use of your time!

In addition, it would be great to have you in for a meeting so that we can understand your business model, what clients are of interest and highlight any potential opportunities that you may not be utilising.

Please drop me a personal email and we can progress this relationship into a considerably more efficient one for you.

Thanks

Edwyn

**WilliamGoff** · 09-11-11

Hi Moneyfornothing

Thank you for raising your concerns regarding communication from account managers at Digital Window. I am sorry that you have had an issue!

If there are any specific accounts you would like to contact please feel free to email me and I will follow this up for you.

The reason that merchants on our network will often have more than one contact for an account as there is actually a team that works on the programme rather than one AM, for example Everythingeverywhere has two account managers and an executive at Digital Window and four contacts from the agency who all need to be listed. The primary contact/title is great idea and I will raise this with our technical team.

Although we have moved many programmes over to the new Darwin platform from buy.at the account management team behind the programmes has remained the same.

If there are any particular problems or issues you would like resolving please feel free to contact me directly on william.goff@buy.at

Thanks

**LeFluffy** · 09-11-11

Tell me about it, I've been trying to get a hold of somebody ad Maplin over there for 7 days (emailed everybody listed as official contacts... 3-4 people... nobody replied).

**WilliamGoff** · 09-11-11

Hi LeFluffy

Please feel free to email me (details below) and I'll help you resolve the issue.

Thanks

Will

**LeFluffy** · 09-11-11

Posted a ticket about it (ticket no 50779) my awin account id is 117441

Help is appreciated

**WilliamGoff** · 10-11-11

Hi LeFluffy

I believe the AM of Maplin is in touch with you now. Sorry for the delay, the ticket had been assigned to the incorrect person.

Thanks

Will

**Tobman** · 11-11-11

I've found their support first class. Have you tried phoning or using the ticket system? Seems to work every time for me. I promote around 100 programs through Awin.

**rossoe** · 19-11-11

I've emailed some of the contacts and have received fairly swift response. If I wanted a quick response I just tend to call them, and they always seem pretty helpful.

**aotagain** · 01-12-11

Never had any significant problem, unlike the usual suspects where you can lose half a working day just getting around the interfaces, only to find out that the contacts left the network last year and the ones you do eventually speak to don't know how to operate their own merchant search.