Tumblr support
I held off ranting about this for a while, but topherchris’ recent post reminded me of it.
I hate Tumblr support.
Twice I contacted them about relatively trivial problems. Twice I received automated email responses. Twice my complaints have (apparently) gone unnoticed.
The first time I sent an email to support, it was because the backup app didn’t work. (It still doesn’t.) I’m a computer science student and a product tester, so I sent them a very detailed email with steps to reproduce as well as the line number in the PHP file that’s causing the problem.
I figured it might be a few days until somebody got around to fixing the problem. After all, I assume backing up your Tumblr (on a Mac, no less) is a high priority. I was sadly mistaken. It’s been more than a month and they’ve done nothing.
The second time I sent an email to support, it was because I get an email every time I answer a question. Not terribly helpful. Again, I sent them a detailed bug report. And again they responded with a form letter and did nothing.
I’ve done a fair amount of web development, so I understand that there are other, more important things going on. But, fixing an email duplicate is pretty easy. And it’ll lighten the load on their email servers. And their “customers” (i.e., us) won’t get mad about it.
Long story short, if you get an email that looks like this:
Hello, Taylor.
I can’t tell you how much we appreciate your support and feedback. I’ve passed this along to our development team to investigate.
Thanks!
Thomas
It’s probably not from Thomas, and they probably haven’t done anything.
