[Chip]

We were supposed to have a Blu site delivered to us a week ago Friday. As of today we still have not heard from them. A support ticket and a phone call request has been made....is this out of the ordinary for them??

Thanks!

[Sandra]

YES! I wish more folks would do research before purchasing a site through them and see their deplorable BBB file.

[Chip]

Thanks Sandra! I thought most people here liked them...At least in the posts I saw. We may be moving on soon though...very soon

[Sandra]

Just do a search on here. This question comes up at least once every two weeks. Then everyone will answer it saying they've never had a problem and just to be patient. And then overly bitter ex-clients like me will get on and vent about how horrible our time was with them. There just doesn't seem to be any middle ground with them.

Good luck though! I hope they get your stuff set up soon. It is horrible to have to wait so long.

[Chip]

I guess the posts I read were all the "be patient" type with no overtly bad things being said....

[AshleyB]

I know everyone complains about blu domain but I love my blu domain service, and for my own personal experience everything has been done in a timely manner, and they even went beyond what i would have expected when i had some technical difficulties. i guess its hit or miss.

[Sandra]

See this old thread: http://www.opensourc...mp;hl=bludomain - I still have all their very rude e-mails they sent me too. I won't post them publicly but I have no problem sharing them with folks.

[Jamie Delaine]

It's worth the wait! They are just understaffed. Hang in there. I just ordered a new site, and it was two weeks before it got to me, and I sent about five reminder emails. But it came!

[Andy J]

In defense of Blu, I too have heard the horror stories but I went to Blu in Janauary and they have been very responsive. I had my template up in about two days and when I requested to make it live, they did it in about 8 hours and initially told me it would be about 24 hours. The issues that required me to submit a support ticket were answered immediately. I can show you the email traffic and screen captures of our dialogs. They experienced rapid growth in 06/07 and that is what led to their poor customer service back them in my honest opinion. Since I have been there customer, it has been great.

[Melissa Schwartz]

i heart blu

when i wanted to start project heirloom during the SD fires in october they donated (!!) and set up a website set up in just a few days...patience is definitely key.

[kimkelley]

I had some communication problems when I first purchased my site, but that was short lived. I've not had any trouble since that time. I would give it a little more time.

[Lori Evelyn]

I personally don't use Blu, and have heard everything from rave reviews to people slamming them for their poor customer service.
Their sites are beautiful, and I personally think an incredible value for the price. In fact, I think they are too cheap. Their rapid growth has caused them to have what seems like easily avoidable customer service issues. I've learned in being in a service industry that a simply prompt reply, even if you can't solve the problem right away, can quickly diffuse a situation. People want to know that they have been heard and that you are paying attention to their issue. I think hiring an extra person or two to simply make basic phone calls and return emails promptly would make a huge difference in their reputation. It wouldn't cost them much, and wouldn't require very much training on their part. Ah, ok I'm sounding like a corporate analyst. Haha
All that said, it's their company and they can run it however they choose.

What you have to decide is:

Would you like a nice website for a very good price but continually slow service, or would you rather pay a premium for personalized service?

There simply is no truer statement than you get what you pay for.

Hope everything works out for you.

[Misty]

I have had a good record with Blu regarding my site that I set up just this past October. I even had an issue that I sent a ticket for a few weeks ago, and they addressed it within 48 hours so I was fine with that.

They apparently had some recent unexpected press coverage by VH1 and it sent them as many calls in one week that they were used to getting in one year! So needless to say, they've been working through that in the last couple months. If you really like the template you're purchasing, than I would give it some more time and see what happens. I think its just growing pains....they grew a little faster than they expected and were ready for.

I got the above info off their blog, btw. I'm no insider or anything. lol

[Chip]

tami, on February 26 2008, 12:23 PM, said:

have you taken this up with blu. i think contacting them will get you quicker response.

We have filled out request tickets for a telephone call and service requests...


Misty...thanks for the info...I went to their blog but my inability to read everything through apparently kept me from seeing that

I do agree their sites rock which is why we went with them...

I was just curious if this was a way of business or a fluke thing...looking at Misty's post it may be a fluke thing....

We will wait patiently......



Thanks All!

[Sandra]

I've been hearing the growing pains excuse for three years now. It' time to stop making that excuse for them.

And what has REALLY ALWAYS burned me is while they can't get back to their clients - or like me FIX my website or MOVE it to my server - or answer BBB complaints - In my opinion they always have time for blog posts, parties, and chasing after and promoting famous photographers who are not even their clients.




I don't care if I'm beating a dead horse at this point. I just had a HORRIBLE time with that company and am just baffled as to why everyone tends to excuse their poor customer service when it happens.

[StudioAlameda]

Chip, on February 26 2008, 09:39 AM, said:

We have filled out request tickets for a telephone call and service requests...
Misty...thanks for the info...I went to their blog but my inability to read everything through apparently kept me from seeing that

I do agree their sites rock which is why we went with them...

I was just curious if this was a way of business or a fluke thing...looking at Misty's post it may be a fluke thing....

We will wait patiently......



Thanks All!

Did you ever get confirmation that they received your order and hit your credit card? If they don't have you in the queue, they won't respond to tech support and and telephone call requests.

There are email addy's on their blog you can send email to and usually you'll get a response to at least let you know if they got your order or not.

I had a problem with this exact thing, but once I was able to confirm they had my order and got an email on how to proceed, everything went smoothly.

~rc

[Chip]

Regas,

I just emailed them from the blog to confirm they got the order. My credit card shows they did though

[CJW]

Chip, on February 25 2008, 05:26 PM, said:

I guess the posts I read were all the "be patient" type with no overtly bad things being said....

Don't be patient. There is no excuse for not launching sites when they say they will. Hell, they don't even contact you. Why should you be patient?

Sandra, on February 26 2008, 12:41 PM, said:

I've been hearing the growing pains excuse for three years now. It' time to stop making that excuse for them.And what has REALLY ALWAYS burned me is while they can't get back to their clients - or like me FIX my website or MOVE it to my server - or answer BBB complaints - In my opinion they always have time for blog posts, parties, and chasing after and promoting famous photographers who are not even their clients.I don't care if I'm beating a dead horse at this point. I just had a HORRIBLE time with that company and am just baffled as to why everyone tends to excuse their poor customer service when it happens.

It's funny how they claim they are so busy but they sure spend a lot of time on that stupid !@@#$@#$ blog of theirs. Maybe they should shut that thing down and move resources to getting web sites up.

[Chip]

'cause good things come to those who wait

[Spartan Grad]

I suffered through a miserable time in getting my site online. The 'concierge' service was an absolute joke and did nothing at all to resolve any issues. I went round and round with Aundrea on getting issues resolved. My template (jack) was riddled with bugs and still doesn't work properly. I have to submit a ticket when I need something changed in 3 of the modules. Menu order doesn't work. Feature gallery does not work. Contact form can't be edited. Stat tracking code doesn't work (my workaround was editing the php code directly).

I begged and pleaded for weeks straight to get things working. Aundrea was very condescending and completely unwilling to issue a refund or allow me to switch to a different template. The template looks great, kinda works and has generated business but I would never go through them again.

My next site will be with livebooks or bigfolio.