I need some advice or help. On December 16th I first emailed bludomain saying that I need them to purchase several domain names for me and change the logo on my page. I sent them the money for this and the cashed the check. They have registered some but not all of the domains and redirected my domain address like I asked (this took over a month) but I still need them to purchase the rest of the names and change my logo. In addition I sent them a contract for a second website two weeks ago.

We have emailed about 50 times and have called 3 times in the last 3 weeks. No one is replying to our emails or helping us. The last reply was about 2-3 weeks ago and it said that Aundrea would contact me that night. Nothing. I realize that there might be some weird email problem going on so that is why we have called several times in the past week. Each time they say they are sorry and to send another email. Yesterday we left a message and still nothing.

What do I do. It has been a month and a half. I do not want to burn bridges or be nasty, I just need these things taken care of so my business can move on. If any one has any advice or something they could do to help that would be great. Bludomain offers such a great product and I am just really confused on what is going on. Thanks, Ashley

As much as I like the product they offer, there service is really hit or miss. You just never know what you are going to get! I would keep calling and be assertive in letting them know your complaints! And make sure they know first off how long this has been going on. They may listen better if they realize you have been VERY patient with them. Good luck!

Be nice and be patient. They offer an amazing service at a great price.

have to disagree with Aaron here... I got RUDE with one particular lady after about 10 emails and ZERO response and she emailed me and said "Don't get Nasty Jessica. Be nice to me and I will do everything I can for you."

My response was this "Well, nice didn't get me a response, but NASTY sure did, didn't it?"

I even bought another site later. They'll still sell you products.

Were my actions diplomatic: NO!
Did they get business handled: YES!

Sorry, sometimes you just have to be ugly.

Ashley -

Are you emailing Aundrea? I know she has been having some crazy trouble with her email over the last couple of weeks. I think one of her computers also crashed or something. I don't know the specifics, but I remember reading on the blog that for some reason - emails from certain people were not getting through to her. I think she even listed your name (maybe?) and said that apparently your emails were not getting through.

Anyway - maybe you could try emailing kailee and see if that works?

BTW-I'm not making excuses for them - just trying to help you out!

Went back and found this post...maybe it will help...

aundrea is working out the kinks. I did not say Aundrea was having major email issues I simply said she has found 8 clients who can't seem to get any emails from her. Rumors can be fierce. Now what do these 8 people have in common is still under investigation. Poor girl she has been working so hard all weekend. No play. If you have not heard from her as of now please email her at bludomain@comcast.net (this is only if it was on Friday or before)

Jill,
Thanks for your help. I saw that post too and thought, "Oh, good, they realize there is a problem and will figure out how to fix it." So, I emailed every email I could find including Kailee and Harald and called and talked to Harald twice and left a message yesterday. Harald was very nice and said he was sorry and that they have had troubles like this before but didn't really help find a solution except to email everything again which we have done every time with out anything happening. It seems really weird that they couldn't get any email from any account I have sent it from especially since we have sent them from 3 different accounts on 3 different computers. What to do? What to do?


I don't know if they are getting all of my emails and I am bugging the heck out of them or they aren't getting anything. Harald doesn't seem to know either.

Hope things work out for you Ashley. You have some great images and once you get things ironed out you will be getting lots of clients!!!

How frustrating - I hope you get it worked out soon!

I know this is a lot to ask but would anyone be willing to email them and just say, "Hi, I'm emailing on behalf of Ashley Brockinton, she said you all were having trouble getting her emails or responding. Please email her at ashleybrockinton@mac.com or call her at 239-777-3628."

That is all I would need you to say. That way maybe someone could slip through the special Ashley filter so that my emails didn't disappear every time I sent them. I would really appreciate it. Thanks so much. -Ashley

Oh their email is: info@bludomain.com or support@bludomain.com or..... (I could list about 5 others I've tried.

I sent one.

Got a reply back and Harald said he sent you a response.

Thank you sooooo much for emailing for me. I did get an email back from Harald. It only said "Please confirm that you received this email" but hey that is a start.... I hope. -Ashley

They offer inconsistent, lousy service which doesn't jutify their price in any way, shape, or form. I get so irritated by folks who stick up for companies that treat customers like shit. I have described in past post my nightmare experience with this company. And my poor treatment by them is NOT an exception. If people continue to buy from them, they are putting themselves at risk of a difficult experience.

Be nice and patient? Give me a freakin' break!!

+1

Ashley,

You are going through the same things that a good friend of mine experienced.
They brought her to tears when she challenged them.
And she was told all the time that their systems were down, or the email wasn't working.


Blu go too big too fast, and they do not have the support to handle the growth.
I think they're too busy livin' it up instead of handling their business properly.

Now, I like my Blu site a lot - but I too had issues with their customer service.
And when I had a problem, and nobody got back to me, I emailed everyone on the list I could think of.

Their response to me was rude - but I did get a response and the problem fixed.

So my advice is this - be firm and direct. You are not a doormat for a company you just gave money to. They work for you! You paid for their vacations and margaritas!

I believe they put way more effort into that damn blog and getting big name photographers to support them than maintaining customer satisfaction. They are incredibly arrogant and rude when encountered. They even threatened to refer me to their "legal department" because I was posting my experiences with them on here.

Who's the 'legal department'?
Is it their little traveling ceramic dude?!

Just kidding of course -
But I too feel like they are slobbering over big name photographers.

Might be the owner. Which would explain the lack of direction, service, and ACCOUNTABILITY!!

They better watch out for Bruce - he's on a mission!

But this is yet another great example of how poor management and service can ruin a neat product. Growth is good, but you need to know when to turn new clients away in order to take care of your current clients.

To me, they remind me of a cable company. Always offering incentives and deals for new people to join in. But if you are an existing client, you get the shaft... unless you're 'cool' - then they stroke you like a magic lamp.

Not the best business model for this industry IMO.
But I do like my site, and for what I paid for it, really can't complain too much.

They do need better support staff though.
Maybe they should just outsource that.

(Sorry for the hi-jack Ashley)

I just got an email saying that they would take care of everything on my list by the end of today! I will give you an update tomorrow.

Maybe they noticed they were getting bashed, again, since they obviously follow posts here. Amazing what it sometimes takes to get a reaction!

I suppose I'll be getting another threatening or whiny email.

Glad to here it Ashley.
You gotta love WOM and the power it has!

And if Blu comes through, then I'll give 'em two of these:

If Blu comes through, they are simply doing their friggin' job! They already have your money.

I just checked their blog for Feb. 1 and it looks like someone hit a nerve. Just sayin'.

You should just switch to Big Folio...they offer great website templetes, they are a little cheaper than Blue Domain and their customer service is Excellent....I have been
with Big Folio for almost 2 years, I have NO complaints...they are always quick to respond within an hour or less........what could be better than that????

I just want to say that I'm very happy with the service and communication from Blu.

If they have time to read this forum, they have time to get back to people.

We've all made mistakes when dealing with clients. And things to go wrong - but you have a phone - call people, update the blog so everyone knows and the clients waiting don't feel like they fell through the cracks.

But I keep hearing these stories like Ashley, like my friend Tasha and like Bruce...
It makes you wonder.

-Malicious!?! What?

ma·li·cious (mə-lĭsh'əs)
adj. Having the nature of or resulting from malice; deliberately harmful; spiteful:
example: malicious gossip.

No one here is gossiping -

gos·sip [gos-uhp] Pronunciation Key - Show IPA Pronunciation noun, verb, -siped or -sipped, -sip·ing or -sip·ping.
–noun
1. idle talk or rumor

No rumor, just fact.

I'm not going to bash bludomain because I know for a fact that they work very hard. In the past I have gotten emails back at crazy times at night or on Sundays. I think they are truley having email problems and I know that it is always better to assume the best because I know what it's like to be on the other side of a bad fluke or mistake.

I'm sure they will have all of my issues by the end of today like they said and look forward to sharing my modified old site and my new one soon!

Yea, I was definitely feeling the love from BD when they sent me their "malicious" emails during my confrontation over their lousy customer relations.

I think I'll be advising with my "legal team" too!

And they sure have time to follow our posts here on OSP ... can anyone say, "PARANOID"???

And, Johnny, you really descibed it well. And no, we are certainly not gossiping, just telling it like it is, which if I remember correctly, is protected by US law.

I got really frustrated with Aundrea one day and said that they spent too much time blogging and not enough on CS and Aundrea said "for you information I do not do the blogs, we hired Kailee specifically to blog and nothing else"

I laughed and said "THATS WORSE! You'll HIRE someone to do the blog and NOT someone to handle current customers!?"

No malice toward Kailee...She's just an innocent blogger/employee, but that really chapped my ass. I started posting comments on THEIR blog like "Please read your emails and respond to phone messages" THey always got deleted! And I just reposted....again and again....until I got an answer.

Would a bride put up with this kind of crap from any of us? HELL NO! She'd be looking somewhere else.

My goodness, Jessica! And now check it out ... they are having "emergency meetings" over some presumed email crisis, yet everyone has been complaining about this compnay for a very long time!

I cannot tell you how much I wish there could be a class-action suit against them. I am really waiting for an opportunity to strike.

Yup!

I personally have no axe to grind with Blu - but if they are consistently providing poor service to folks I know and cannot hire the help needed to get the job done, then I will say something.

Ashley,

Did they resolve your problems?
I would really like to know.

Yes, definitely need an update, Ashley. Are you feelin' the love from BD?

bump.

By about 11 last night EVERYTHING was resolved. They sent us a very kind and personal email apologizing for the problems they had been having and got everything I had asked right away. I am very happy about all of this. It is so nice to have it all done.

Yay!!! I love the pink and the logo is cool too!

As promised.



Keep on the right track Blu!
This is how to keep people happy.

You know I love the pink too!! And yeah, definitely very cool logo! Very "anthropologie" like I know you were looking for. Glad to hear too that blu resolved everything for you!

Ashley, the site looks really nice, and I am happy that your nightmare with those clowns is over. It should go pretty smooth from this point on.

But I just have to add that it irritates the heck out of me that anyone would have to go through this, and now that they have fulfilled their obligation to you, they deserve nothing ... no praise, no thumbs ups, no thanks.

You PAID them to provide a service, and they were in breach. You (and many others) went through hell to get them to do what they are in business to do. They fail miserably. They deserve only to be driven out of the marketplace by competitors more wise, more saavy, and more respectful and dedicated to great customer service. The competitors will come, and I hope BD will be gone. They are too arrogant, in my experience, to learn any lessons from anybody or any circumstance. More and more people will see through the facade they have built, and get their services from reputable (and respectful) businesses (like Big Folio).

Hey all... I don't know if this is related to any of those involved in this discussion before, but I received an email from Blu this morning saying someone left some nasty comments on their blog that involved MY name, and it really upset me to hear someone brought me into the middle of it. I know there are people on here that have their issues with Blu Domain, but they have been nothing but wonderful to me other than their recent email issues that they couldn't help. But they are fixed now and Blu and I are now back in communication handling the minor questions I had in the first place. Let's kill the blu bashing. No need for the drama.

They have had some serious email issues that were not their fault. Please know that they are trying their best...working constantly to fix this. Hang in there and give them a chance. My email has been messed us as well, but I know it is not their fault.

Wow Scarlett, that sucks.
I don't think anyone here on OSP would actually do anything like that.
But thanks for letting us know.

BTW - regarding Blu - I stand by my 2 thumbs up as I had promised them.

I love your colors and your logo looks great

Scar- That really stinks. I'm glad they told you so you could clear things up.

Since last week they have been WONDERFUL. I don't think they realized how much things were messed up. Aundrea has emailed me several times since then and Harald even called today to check up. I'm glad I hung in there. I truley believe it is always best to assume the best. In this case I really didn't know how to fix things since I couldn't even communicate with them.

Scarlett, I hope you know I respect you like a sister (which you are, in Christ), and I am saddened to learn of the comments. I would be further saddened to discover that it was from someone on OSP. Did you ask them to remove the comment about you? They should. I understand THEY remove comments they don't like about themselves.

As for the "bashing", I don't beleive BD gets unfairly criticized, but actually deserves to be publicly "reprimanded" for their ill-treatment towards customers, many who are simply nice people wanting to be treated with respect. I will not share the incredibly rude, degrading, accusing emails I have received from them, but as a result of my experience, I am committed to warning others about the risks they may be taking in establishing a relationship. I am certainly not alone in this. I have received quite a number of emails and messages from others who have gone through similar experiences, but who are afraid to speak out about it for fear of retribution. That is also sad. Some have commended me on my "boldness." Actually, I really don't care what BD thinks of me anymore. But I will continue to inform others of my experience, and the potential risks in dealing with them.

BD puts on a great public face, and no doubt, customers do get good treatment. I wasn't one of them, nor others. Publicity about their shortcomings and mistreatment of customers should be helping them to improve their service. If they become defensive, then they should examine the issues and make it right. This gives them an opportunity to improve. To cease the criticism, for whatever reason, is, I believe, a little cowardly, and allows companies to continue the mistreatment.

I hope I haven't offended you, or caused you to think less of me.

Bruce, you haven't offended me, I wasn't blaming you, I'm just annoyed that someone, whoever it is, would bring me into the battle when I'm completely innocent. I never saw the comment before it got deleted, I was only told it involved my name. I know you have your issues with them Bruce, and that's your perogative, but honestly, I was impressed that BluDomain was the one to contact ME after that comment and make sure everything was ok on my end if I had any concerns.

As far as the bashing.. sure every company has shortcomings, but I was simply suggesting let's focus on the positive because a lot of people like myself still love BluDomain.

+1
I've heard about the issues, but unfortunately every company has their weaknesses.
I think Blu produces an amazing product at a very reasonable cost. In our search for a web company, we didn't find anything close in the price bracket.
I'm happy to recommend them to others...

It isn't about their weaknesses, but their response to those that have to deal with those weaknesses. Because your experiences were good, do the people who haven't had that good experience not matter? Should we just shut up about being mistreated, verbally abused, defamed and treated like morons?

If we just keep quiet, that will, of course, make your experience all the more pleasant. Put on the rose-colored glasses.