DGM = dont gripe and moan cos we're sensitive

**drivetowin** · 04-12-04

I cant be alone in noticing that DGM have for a while now been expert at pushing positive news while choosing to ignore any threads on this forum which are negative or critical

This sensitivity on the part of DGM now appears to have extended with them seemingly wishing to apply censorship to this part of the forum (and I'm not talking about the Comet thread from yesterday - that is still rightly under consideration by the mods but of at least one other thread on this forum which as it was started (initially as a positive thread) by a member of staff at DGM has been removed by them (as anyone who starts a thread is able to do)

DGM should realise that affiiliate communication is a two way street - yes we want to hear your good news but you've got to be prepared to take the criticism too - it is the way to improve your offering - a year ago DGM were a network to be reckoned with, now I feel that sadly unless things change, 2005 will see them become one of the 'also rans'

Before anyone says 'oh you just dont like DGM' nothing could be further from the truth - I like the guys and gals there and promote 99% of their programmes on my sites - but as those at TD and other networks (yes even AF) will testify I am verbose in my criticism when criticism is necessary - but always try to keep it constructive.

I would love to see DGM restored to their number 1 position but this is only going to happen if a) they participate in free and open dialogue and b) they spend less time tarting up their corporate image and more time on things that really matter to affiliates - like datafeeds that work available in good time, communication when a programme is capped - oh and guys if you responded to emails sent to you within a reasonable timeframe that would help too!

**jrisby** · 04-12-04

has been removed by them (as anyone who starts a thread is able to do)

is it not possible to change this so that you can still delete your own messages, but not the whole thread below them. it seems like a very odd power to give to us mere users?

**renegade** · 04-12-04

I'm with Keith on this one.

The other networks have generally this year, in my experience, provided a more personal and affiliate friendly front.

I've also met some of the DGM team, all nice people, and I enjoy promoting most of their merchants but a bit more attention to detail would go a long way.

In email communications from them I often get the impression the left hand doesn't know what the right hand is doing and there is definitely a positive spin mentality which is irritating.

I agree about the interface, this latest cosmetic change offers nothing useful, still doesn't display perfectly on a mac and is a waste of effort.

**CompareStore** · 04-12-04

I agree Keith, the only thing that ever seems to change is their logo and graphics on their site!

Every network apart from them has improved their offering this year and I don't really understand why they haven't? They have some great merchants and a little more interaction with us followed by enhancements to their system would bring them back to the position they used to enjoy a few years back.

I was looking at my stats the other day and I used to earn more through DGM a few years ago than all the other networks put together. They are now a lowly 4th!

The main reason for me is the lack of a decent, standardised product feed system but I also find their system clunky at best.

I too Keith like to be honest and I think the team are great but I cannot understand their reluctance to change.

**Ballswinger** · 04-12-04

I 100% agree, DGM were my biggest revenue generator.

But, poorly handled problems and lack of a sense of urgency (2 weeks or more sometimes) has now put them firmly down to 3rd place in my overall network standings. (based on revenue)

It seems since they rebranded and lost the UKAffiliates tag, in favour of DGM there may have been a deeper meaning involved?

It is a shame, their reporting was one of my favourites when tracking the actual order ID's this allowed for cross referencing with the merchant in times of trouble.

I'm still sitting on the sidelines, hoping something may change - perhaps they may become more affiliate focused again?

Who knows?

Andrew

Tech Enterprises

**999gi** · 04-12-04

In email communications from them I often get the impression the left hand doesn't know what the right hand is doing

Exactly my experience - its the way they are organised to put 2 layers of "admin" between merchant and affiliate

The DGM way
I email support
[waits in supports inbox]
support contacts account manager
[waits in account manager in box]
account manager contacts merchant
[waits in merchants inbox]
merchant contacts account manager
[waits in account manager in box]
account manager contacts support
[waits in supports inbox]
support contacts me

Normally the chain breaks somewhere as they dont seem to really track these requests so nothing actually happens

The AW way
I email the merchant direct & raise an AW ticket
[waits in their inboxes]
One of them replies

Its obvious really

**KieronD** · 04-12-04

Originally posted by 999gi
The AW way
I email the merchant direct & raise an AW ticket
[waits in their inboxes]
One of them replies

Its obvious really

Sorry to take this slightly of topic but I have to take issue with the above statement. Yes, AW do have an easy support ticket system...the problem is they are the network with the longest waiting time for support tickets. On average it's a week but it's usually 2 weeks before I get a reply. And when they do reply they haven't even come near to fixing the problem (content units and shop window) in my experience.

Anyway, back on topic. I love DGM but am afraid that I agree with all the comments made above. For me the most frustrating part of their interface is the reporting system which I'm afraid to say is the worst out of all the networks. It's a good job they have friendly and responsive staff to balance this.

Kieron

**Freebie** · 04-12-04

I have to agree - but DGM already know my thoughts. I was recently asked why my income with DGM had dropped considerably, and many of the points above were ones i expressed.

I used to earn more with DGM than all others combined too, i doubt they'd make top5 networks in terms of income now though.

999GI, you do realise DGM recently gave the OK for us to contact merchants directly? There's a post on this forum that confirms it.

**joseph** · 06-12-04

I'd like to thank all of you for your comments. All of them have been taken on board and will be addressed.

I appreciate that many of you may have been given assurances in the past, about imminent improvements to our interface however, with the appointment of our new CTO, Mark Hopwood, a number of important changes will be implemented.

We are keen to share these changes with you and although I cannot go into any detail here, I would appreciate if you could either email or PM me directly if you would like more information.

Joseph Hammond-Hagan
Channels Director

dealgroupmedia more performance more return

Unit 800 Highgate Studios
53 - 79 Highgate Road
London NW5 1TL

e joseph@dealgroupmedia.com
t +44 (0) 20 7693 5948 (direct)
f +44 (0) 20 7691 1881
w www.dealgroupmedia.com

**drivetowin** · 06-12-04

Joseph

Thanks for replying - I await your improvements with interest.

In the meantime - can you give the Virgin megastore feed a kick - surely there must be something you can give us by now...

**joseph** · 06-12-04

I'm on the case. Will get back to you shortly.

**Pete Taylor** · 08-12-04

Originally posted by kbudden
DGM now appears to have extended with them seemingly wishing to apply censorship

I agree with you Keith. 2 weeks ago one of my posts was deleted from a thread after I mentioned a specific mobile retailer who had sold "their" (which was an asset) URL to a DGM merchant!

**Dynamoo** · 08-12-04

I agree with you Keith. 2 weeks ago one of my posts was deleted from a thread after I mentioned a specific mobile retailer who had sold "their" (which was an asset) URL to a DGM merchant!

Yeaaah.. well, I suspect there might be some legal action involved in that one, if it's the one I'm thinking of. Possibly even involving members of this forum.

**drivetowin** · 08-12-04

Originally posted by joseph
I'm on the case. Will get back to you shortly.

Hi Joseph

Can we have the DGM definition of 'shortly' - its now over 48 hours which in my dictionary is 'lengthy'

Seriously, the whole Virgin Megastore feed issue is a perfect example of how to make a sow's ear out of a silk purse - they and DGM could have had some real volume sales this Christmas instead of which they have not only missed the boat, it is so far over the horizon you'd be hard pressed to spot the top of the funnel...