Wednesday, September 9, 2009

Signup Catch-22 - Part 2...

Well...something finally started happening.

Sunday morning (9/6) I received a solicitous message from SugarSync that started with: "We noticed you have not yet downloaded the SugarSync Manager..." and ended with: "If you have any questions, please contact us at" Nice but totally useless under the circumstances. Obviously some automated system message.

Much more helpful would have been a message saying: "We noticed you have not yet activated your SugarSync account..." but I guess they assumed that part would work fine.

Also interesting were the time stamps: their message says it was sent "Sun 9/6/2009 7:17 AM" whereas my system shows it was received "Tue 9/8/2009 10:21 PM". There's obviously something going on with their email system because that's a huge discrepancy and one I haven't seen with all my other email.

Needless to say, I just noted and then ignored the message.

This morning at "Tue 9/9/2009 1:49AM"  I received my activation email -- it was sent on "Thu 9/3/2009 6:52 PM"(?!)  Wow! I could have gotten snail mail way quicker than that.

Furthermore, it was apparently a "canned" activation message -- almost certainly the one I had hoped to receive immediately after signing up... and I have yet to hear back from my email to Customer Support. Maybe I'll hear something in another few days after their email system grinds along.

Reminds me of some email fiascos companies experienced in the late 80's and early 90's when large-scale, high-volume email systems were just being deployed. But it's certainly not something that any company -- particularly a new generation, Web 2.0 company -- should be experiencing today.

More as and when their email system turns...

1 comment:

  1. I had exactly the same problem signing up two of my customers on different domains for free 2GB accounts. I opened an incident with their support team and in two hours they replied that they had activated everything for me.