Matt HealeySaturday,23 November 2013

The Snap:

TWIB used to be one of my favorite sports shows growing up. TWIB was This Week In Baseball. It came on Sunday mornings. So this entry is This Week In Tech Support.

The Download:

So let’s review this week in tech support. On Monday I contacted Snapfish about a problem with them saving a photobook I had designed. They escalated the issue to an engineer and promised they would contact me within 48 hours. They did not and that caused me to have to contact them again on Wed. That chat transcript was posted on Thursday and resulted in the tweet from @shanebarnhill:


The cliff notes on that exchange was they promised to get back in touch with me within 24 hours. They did not so my adventures in tech support continued the next day.

It is now Friday and there has been a step up in the quality of snapfish’s service. They actually responded. Here is their email response:

Hi Matt,

Thank you for contacting Snapfish Customer Service. Your recent inquiry has been escalated to me.

We are very sorry for the problems that you experienced with your recent order and we sincerely apologize for the inconvenience and frustration this has caused. We work very hard to make sure that errors in our process are kept to an absolute minimum, but unfortunately they do occur occasionally. When errors do occur we try to resolve them as quickly and efficiently as possible. The fact that you experienced an error that resulted in such a long delay understandably reflects poorly on our company. We are sorry that we have given you this impression. It is not consistent with our intentions. We consider this unacceptable and we take full responsibility for any errors that occurred. We are currently investigating this matter and we will take measures to prevent it from happening again in the future. We are not perfect, but we do care and are always working to improve our process to eliminate as many errors as possible.

In this case we kindly request you to create a new photo book and place an order and let us know the order number. So, that we can issue complete refund towards shipping and handling charges for the inconvenience cause due to this.

If we can be of any further assistance, please reply to this email.

Snapfish Customer Service.

Let me see if I can summarize this:

We totally ignored you and figured that you would never contact us again. Then when you did a fourth time we thought that we would have to do something about it, but we didn’t actually want to solve the problem so I am sending you this email so that I can do the bare minimum required to close this case. We will give you a credit for something that we know you will never use that way we don’t actually have to spend any money.

So, for everyone involved, if you want a free Snapfish book, please contact me. You will need to upload the pics and design it yourself but apparently I have a credit that I have no intention of using.

Take Action!

Hat Tips:

Image Credit: Flickr


  1. […] in Tech Support” this week. If not, then you should check out part 1, part 2 and part 3 now. Matt had a difficult week with the technical support team at Snapfish, and he documented his […]

Subscribe to get updates delivered to your inbox