Anyone else having problems getting support from Tradedoubler?

[newsvend]

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We have emailed Tradedoubler several times over the last week - no response whatsoever.

Telephone support is just as bad. Today, no-one is even answering the phones. Yesterday, I was promised a call back before 1pm, nothing all day and when we called at 4.30 pm we got put through by reception (if that's what they call it) to a dead line.

Simply awful support.

[tdMatt]

Hi Newsvend,

Would you be able to send in your account details, and a description of the help you would like? I will then assist you in this matter.

Regards
tdMatt

[newsvend]

Thanks tdMatt

Thanks for your response. I should use this forum more often!

I finally got through to someone about an hour ago, who said (again) that someone would get in touch with me by the end of the day. I have the contact name and number and failing the contact materialising, I will certainly be in touch with you via this forum.

Best regards

[kitbag.com]

I too am quite concerned (we are a merchant with TD).

Having to chase things 2, 3 sometimes 4 times .... this week had no reply from emails or nobody answering the phone. Worrying.

Matt - if you are reading this please can you ask Carla to respond to the emails I've been sending over the past few days?

Cheers

John F

[Penfold321]

Hi Newsvend,

Would you be able to send in your account details, and a description of the help you would like? I will then assist you in this matter.

Regards
tdMatt

I too am quite concerned (we are a merchant with TD).

Having to chase things 2, 3 sometimes 4 times .... this week had no reply from emails or nobody answering the phone. Worrying.

Matt - if you are reading this please can you ask Carla to respond to the emails I've been sending over the past few days?

Cheers

John F

This is unbelievable! using this forum to sort out problems when the people who are being paid to do a job don't even respond to emails i would like to name 1 idiot who is a right T... but it wouldn't be fair. What i would like to know is, who do you complain to? what is the complaints procedure at trade doubler??? I am getting sick of emailing my account manager and getting no reply and when i finaly do get a reply HE doesn't even answer the question i have been waiting a reply for!!! and now we find out it is not just affiliates who get ignored it's merchants as well!

[24hourtrading]

I agree - this forum should be an absolute last resort. Deal with email support queries, don't go flying around this forum on an ad hoc basis. It's massively unprofessional.

We have moved away from Tradedoubler to in house programs after failing to be paid for sales which were made and confirmed in March/April. We've been paid by the merchant in question for subsequent sales on this other program.

No reply from Tradedoubler, despite repeated support queries.

[24hourtrading]

Oh, and as for the telephone number thing, going to 0845 or whatever it is WOULD cost us money, if you ever answered your telephones. We are on VOIP with free calls to uk landlines (the majority of our business calls) so yes, technically, these calls would add extra unnecessary (although admittedly not huge) costs for us. It also costs you guys to maintain those numbers, too, as I understand it - is there any sense behind this decision?

[harveym]

Has anybody had any luck getting support from TD? I've seen a few posts from tdMatt on this thread but has anybody had any resolution other than 'i've forwarded onto the relevant person'?

[Penfold321]

Has anybody had any luck getting support from TD? I've seen a few posts from tdMatt on this thread but has anybody had any resolution other than 'i've forwarded onto the relevant person'?

if you are getting no joy from your account manager; no response what so ever! who or how do you complain to or how do you complain?????????

[harveym]

as an affiliate i don't have an account manager (as far as i'm aware). TD have a ticketing system on their site but I never get any replies other than 'i've passed this onto the relevant people' and then nothing.

Would be great if they could at least explain the process e.g. it takes X days to get a reply from the merchant or this merchant always looks at missing sales at the end of the month etc.

[lightload]

Try phoning - they seem to be allergic to email

I do not think Trade Doubler know how to give support like they do not know how to pay people

[anolian]

I think TD's policy is if they ignore you or a problem long enough it will just hopefully go away.

[lightload]

I think TD's policy is if they ignore you or a problem long enough it will just hopefully go away.

well tdmatt said send him a message on here and i did do but i have had no reply from him, so no shock there then.

Trade Doubler are now getting beyond a joke, what type of mickey mouse company are they

[matty281k]

change networks as soon as possible.

Whats actually happening when we send a support ticket, are they getting ignored? deleted? I've used ticket support systems and its easy, so what could be going on?

[intelinside]

I would like to share that I submitted the filled Excel sheet provided for the sale tracking and I was awarded my commission although it took a while but I am happy to get it