Official Complaint about lack of customer services at Tradedoubler

[mallyord]

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Further to my TRADEDOUBLER - Please add a Help Desk! I have sent a message via their contact form containing the following.

Sometimes speaking public gives both new affiliates and new merchants the true side of affiliate merchants.

I would like to make a formal complaint about the level of customer service you offer affiliate members.

I submitted a question via this form 2 weeks ago. The reply I was given, 4 or 5 days later did not answer my specific question. I replied and stated that, however again about 10 days later I have still not received a reply.

Why?

I operate with many other affiliate merchants and I am shocked at the difference between tradedoubler and the others.

This has been repeated on tradedoubler, I have also sent an email direct to magazinestand

Regards

Most of the recent posts in Tradedoubler forum are complaining about the customer service standards!

[csn]

Good luck.

[lefthandedchopstick]

I'm in total agreemnet with Mallyord. I am currently have big problems getting a response from TD. One excuse i was given was that they were very busy due to brand bidding changes on Google! So drop everything to do with affilates (the people who make TD money!!) and concentrate all efforts on helping merchants.

TD are a very merchant orientated company. To the merchants, they will be doing a great job, but when it comes to affiliates they just don't care at all.

TD are so far behind others in the customer service area!!

[tbp]

To the merchants, they will be doing a great job, but when it comes to affiliates they just don't care at all.

I don't think this is really the case. They might be focussing on the merchants and pandering to their needs, but in the end what good is it for the merchants if they lose all the affiliates?

In the end, a network without affiliates is useless to the merchants, so it's time that they get their priorities straight.

[lefthandedchopstick]

In the end, a network without affiliates is useless to the merchants, so it's time that they get their priorities straight.

Yes exactly....so why are TD providing such a bad customer service to their affiliates?? doesn't make any sense at all!

[Azam.net]

I have seen all these flood of complaints about TD on the forums and heard them in person time and time again, but tried to give TD the benefit of the doubt after months of substandard service and not made a negative single post about the network on the forums.

None of us are perfect and we all struggle to provide the level of service we would like. Indeed, I have praised the network several times on these very forums over the last year, as I believe in boosting people's confidence and encouraging them to do well.

However, my frustrations are at all time high and it's unfair for anybody to have to tolerate it any longer.

Believe me, the service is not just poor from an affiliate angle; it is just as bad from an advertiser angle. We manage affiliate programs on about nine networks and TD is now the worst of the lot in terms of communication.

To give just one example, there was a farcical incidence a few weeks back when I was at a client's office and the Manager want to speak to TD as there had been no resolution to his concerns despite him waiting weeks. So I sat next to him and he rang the main TD line. Nobody picked up the phone, even though he tried calling it twice. He rang one Account Manager on his direct line; not available. He phoned another Account Manager; not available. I was embarrassed because I had told him TD was a leading network. And this was about 2:30pm on a weekday.

That is not an exception, but a regular occurance with TD. Many things that other major networks will deal with in days, takes TD weeks... and me and my team have to chase up again and again and again. If TD wishes to challenge that assertion, I am happy, for instance, to post the exact response times to identical queries for the Purple Parking affiliate program for its four affiliate networks, on these forums for the industry to judge? And, while I'm at it, I'll also post reams of other evidence.

TD is a good network in many ways and there are lots of top people there, but I do bemoan the day that Nick Roveta left.

Now I'd better get back to re-emailing another query to TD that hasn't been responded to.

[hpops]

TD is a good network in many ways and there are lots of top people there, but I do bemoan the day that Nick Roveta left.

I would second that opinion, I have to say that if Nadeem is complaining about a networks service - its definitely an issue - he's got patience written through him like a stick of rock.

We weren't pleased to take over an advertisers account and not be called back for over a fortnight despite around 6 calls being placed.

TD are an extremely important network for the industry - they still carry an immense ammount of goodwill, but they have slipped over the past 6 months. I hold high hopes for their recent appointments and genuinely believe that their clear issues will be resolved in due course.

[tijan]

While i would agree with everything said. I would also want to draw us close to the saying that condition is the victim of circumstances.

TD i use to know have been very great in the past with brilliant customer service team that tends to attend to queries sameday. The network have taken time to cull merchants, i guess they are at this time improving on management and it wont be long before everything gets back to standard.

I never get any reply to queries i sent to the network but i think its a matter of time. Its unusual and not habitual.

Tijan Penpee