Trade Doubler - Your Experience

[jason01]

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Hi guys

I'd be interested to know if It’s just my emails and voicemails that Trade Doubler ignore or if this is their policy for merchants and affiliates alike? I'm a merchant who signed up and paid their significant set up fee in December and I've had trouble communicating with them ever since. Consequently although they've taken our money we still don't have an operational programme.

In contrast I set up with Affiliate Future earlier last year and I have nothing but praise for their professionalism and response/ turnaround times.

Cheers

Jason

[Itchy]

Hi guys

I'd be interested to know if It’s just my emails and voicemails that Trade Doubler ignore or if this is their policy for merchants and affiliates alike?

As an affiliate i can say we are i the same boat they ignore everyone ( watch for the reply saying oh no we dont) ( oh bloody yes you do!!!) still havent had a responce let alone a reply as to why the carphonewarehouse links arent working or the fact that the error reporting page has loads of links in it which all come from feeds they provide. your better off with AF nice people and guess what they even got people who can read and write and they know a thing or two and are quite happy to get things fixed.

[Paul Wright]

I've never had any problems contacting TD, either as a merchant or as an affiliate. Our account manager(s) are always keen to help, promote and solve any issues when dealing with our affiliate programs.

As an affiliate I have to be honest and say that I haven’t had that much correspondence with TD but every question has been answered.

If the issue is program specific as an affiliate I prefer to contact affiliate managers direct rather than networks. Often they will know any quirks in a program much better. When contacting networks or aff managers I prefer not to use any email address or “contact us” form unless I'm sending images/code etc. A polite call always works wonders and solves things much faster impo.

Cheers
Paul.

[AndyO]

I believe I emailed TD support 13 days ago to clear up an issue and nothing.....not an email or call. I'm fed up

[Barry]

I have never waited more than a day for a response to any email sent to TD and have always got through on the phone on either the first or second call. It has sometimes taken a few days for them to sort out more complex anomalies, but this is only to be expected.

Personally as an affiliate I have no problems with the quality of their support. Though I am sorry to hear that you have all had a different experience, maybe you are mailing the wrong people or leaving messages for the wrong departments or something and things are getting 'lost in the translation' between TD departments? Well I don't know and I couldn't say - but personally I have no probs getting through to them (though I have only had the need to 15 - 20 times over the last 3 years).

[drivetowin]

Most of my contact with TD is with Nick via MSN Messenger and I have to say that I have never had to wait more than a day for the answer to any query I have raised.

[Art]

Most of my contact with TD is with Nick via MSN Messenger and I have to say that I have never had to wait more than a day for the answer to any query I have raised.

The same here, I contact with Nick via email and he's very helpfull.
I usually receive answer after 1-2 days.

[Yourslice]

I have had problems with TD tracking and I never get a reply to emails.

[speeddate]

I find communications at AF are faster and more personal.

[BargainSeeker]

I've also have had problems - I've emailed once, then had to resend emails...when I did, I got a curt reply!

So far, IMO, the best have been OMG.

[Bod]

My experience with TD is.

Error with tracking, send email get response to the fact we are looking into it and thats it nothing.

I had a problem a year back now no answer or conclusion was ever received. and that happened a few times...

Over the time being with TD, i think from the 7 or 8 times I have emailed or spoke on the phone only 1 time has there been a conclusion and a happy one at that.

At present I have a Dell Problem and still awaiting a response to what Dell will be doing, i guess that one will pass us by as well.

So in response to problems being solved either way its at around 28.5% that making it a 71.5% failing to solve or reply to an issue.

Not good

[Sammy aff]

I emailed them about 6-months ago regards problem links to bowhills
About a month later they replied 'sorry for delay etc....yes there is a problem we are working on it and will get back to you...i'm still waiting. No bother to me I only left them not working for 48 hrs then removed.

Not the first time I have not received answers.

Some guys say cj's are just as bad, but I've had no trouble with contact always get replies within a day or so.
I'm guessing here but it would not be unreasonable to suspect it depends on revenue generated, to which box your email goes in. The 24hr one for top guys, 60hr for medium, 72hr for okish and 1000000000 hr for the rest

[uklejon]

I've never had a problem with support. I either contact Nick via msn or email or Andy. Always get a reply and problems are usually sorted out quickly.

Only once ot twice have emails not been replied to but i just follow then up with a phone call.

[TD Nick]

Hi all,

It’s great to know our affiliates are receiving a positive experience, and outcome, when contacting TradeDoubler support and other TradeDoubler staff. For those of you who have not had a positive experience we always want to improve and we do act upon any negative feedback.

It is interesting to see, from the people who have posted on this thread, that around half of you are happy with the level of communication and the other half not so and we will be looking at the ways you are contacting TradeDoubler to identify where the issue lies.

Currently there are several channels you can use to contact TradeDoubler, and we have made the contact details (email/telephone numbers) of all our account managers and staff available in the publisher interface and in this forum. We are giving you as many opportunities as possible to contact us,

I will create a new thread shortly with some questions regarding your support/communication experience with TradeDoubler. We want to improve, and, prove that you can all receive the same quality of support many of our other affiliates do.

Kind Regards

Andy Andreou

[renegade]

Same here - MSN with Nick.