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Reply With QuoteMost definitely an area that Tradedoubler needs to work on!Originally Posted by sticky
replies to e-mails? Virtually never ever got a reply from using the contact form. The only time I did it was no less than 3 MONTHS from the original question. Hopeless
Most definitely an area that Tradedoubler needs to work on!
I wonder if the TD support is just as bad for their merchants as it is for their affiliates. Would go some way to explaining why TD have lost about 50% of their merchants over the last 12 months.
Hi,
Apologies if you have not received a reponse from us.
Can you please email support.uk@tradedoubler and provide us with the ticket numbers that you have not received a reply to.
Kind Regards,
Salla
Sorry to say i agree, i sent a ticket in few months ago , re a program question, i decided after i sent it, id ring up as was quicker,just as well i did !, recieved a email 1 month 5 days on asking me if i still needed help, i pointed out no as i waited a month and even to that had no reply.
TD seems to lack customer service skills im sad to say, not just merchants leaving, i move my links over where i can to another network with better communications.
Already done that... again no reply.
Dear Andy.
What I would like is what I already can get from other UK & US networks - Permanently self-updating, specific product category, promo banners.
e.g. In my own case I want to be able to place a plus-size merchant's banner on my most trafficed pages, knowing that I NEVER have to go back to it to replace or renew code, because it will always be current/seasonal, and it will always have the current correct promo or sale showing when such is available, and when one is not, the banner will go back to the seasonal/correct product image.
This could also be done for voucher codes, i.e. a single banner which permanently self-updates to the current discount code.
did do that but still got no response on that either yet!
Hi all,
Plussize.co.uk thanks for your feedback. Our creatives are set up this way so if a merchant has a new incentive, product or promotion then they would normally replace any out of date creatives with a new one.
In some cases if you have a specific product creative then they will normally avoid replacing a laptop with a desktop because they are different products and if your site is about laptops then this will have a negative impact (random example). I think you should try using the generic creatives if you want them to be constantly updated.
If you have an example please email our support and we can discuss this with the advertiser and find the best solution to update creatives.
I know the support service has been questioned on this thread but can I kindly ask you to keep this thread to topic. If you have any support issues then please call the office and we can trace any missing support emails and find out why this happened.
Kind regards,
Andy
Hi Andy
The whole point of my post bringing up customer service was because its an issue, perhaps it should be in a new thread?
People are commenting on customer service, it cant just be brushed under the carpet so to speak !
Ta
Phil
To be fair it is a feature I would like to see like on Affiliate Window where you can create tickets and see progress (or lack off ) at a glance. TD has had this lack of contact problem for years and its about time it was sorted before worrying about poncy new features. Rant Over!
Hi Phil and Sticky,
Hope you both had a good new year!
If there are emails that haven't received a reply within a respected time then please call the UK office (0207 7985800) and we can find out what has happened and give you an update. Sticky, we do have an internal ticketing system, this was added last year. We are looking at adding this to the publisher interface too so that you can trace your own tickets at some point in 2009. This should give you the visibility you need to track your own tickets.
Kind regards,
Andy
Andy, I aswell as many think a ticket system that we can see is essential as I'm sick of spending time entering queries into the form only not to get a reply. I've moved all my links from Tradedoubler to the rival networks, and honestly I'm glad I did. I can't believe the amount of times I've read on this forum about lack of replies, poor customer service etc... which could be solved with a visibile ticket system yet its still not been added... "some point in 2009" is a shocking response, just shows how TD listens to affiliates!
Booze Britain - Plan your next pint! (BETA).
residual income - A community forum to help each other
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Hi Mallyord,
Thanks for the feedback.
The reason I used the word 'sometime in 2009' is because this is in our plans but there are also other current ongoing projects that need to be completed first. I do not want to give you an exact date and then god forbid we cannot complete it in time
One of our current projects is a new knowledge base system which ties closely with a ticketing ticketing system. If you would like more info on some of the projects we are working on please give me a call
I'm really disappointed to hear that you have removed TradeDoubler links because of service issues. I have no doubt the Knowledge base and ticketing system will make improvements. If you would like to discuss any of this further please give me a call.
Regards,
Andy Andreou
Hi,
Could TD please issue a weekly email with all the voucher codes for their merchants. Buy.at and AW do this already. Come on TD keep up!!!
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