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Author Topic: How long does it take to get a support response?  (Read 12232 times)

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KB

« on: April 06, 2016, 10:46 »
0
It's been quite a while since I last wrote SS support. I've never used the "new" 'Contact Us' form before.

I sent in a question on 1 April, but haven't heard back from them yet. Since I don't even have an auto acknowledgement of them receiving my question, I'm just wondering how long I should wait before trying again?


« Reply #1 on: April 06, 2016, 13:35 »
+6
I contacted them at the end of March and still haven't heard back. They used to be good - a couple of days - but I suspect all contributor costs are being minimized and thus I expect very little, very late :)

« Reply #2 on: April 06, 2016, 15:34 »
+3
Well, its at least calming >:( to know I'm not the only one. I had 10 submissions rejected - all claiming they "weren't submitted in English". And of course, when
I looked at them they were all in English. Wrote support on March 30th and haven't heard a peep. Very odd. In the ol' days I'd hear a response within 36 hours max.

dbvirago

« Reply #3 on: April 06, 2016, 17:06 »
+3
I've cut costs too. Which means I don't spend any time trying to convince an agency to sell my work. I submit and move on. If one site doesn't sell them, another will.

ShadySue

  • There is a crack in everything
« Reply #4 on: April 06, 2016, 17:39 »
+4
I've cut costs too. Which means I don't spend any time trying to convince an agency to sell my work. I submit and move on. If one site doesn't sell them, another will.

There are other, more serious, reasons someone might want to contact support.

« Reply #5 on: April 06, 2016, 18:37 »
0
Well, its at least calming >:( to know I'm not the only one. I had 10 submissions rejected - all claiming they "weren't submitted in English". And of course, when
I looked at them they were all in English. Wrote support on March 30th and haven't heard a peep. Very odd. In the ol' days I'd hear a response within 36 hours max.

LMAO... just be thankful you were not doing telemarketing or on-line support
where our office used to get some redneck straight out of dukes of hazard telling us to put on someone who speaks English ;D ;D ;D

« Reply #6 on: April 06, 2016, 18:54 »
+2
I've cut costs too. Which means I don't spend any time trying to convince an agency to sell my work. I submit and move on. If one site doesn't sell them, another will.

There are other, more serious, reasons someone might want to contact support.

Yes. Thank you ShadySue. My motivation for contacting support was to bring to their attention that a batch of my submissions were rejected in less than a minute for the same erroneous reason.....that they were not submitted in English....suggesting either their "automated" system or reviewers have problems.

If SS responded and told me that, yes I was correct, but sorry, they're all blurry, poorly cropped/framed.....fine. But to get no response says something about the SS's new "contact" policy.

ShadySue

  • There is a crack in everything
« Reply #7 on: April 06, 2016, 19:04 »
+1
ATBT, I wasn't referring to your post. That would make me furious, too.
I was only pointing out that rejections aren't the only reason someone would contact support; e.g. it could be an issue about plagiarism, payments etc.

« Reply #8 on: April 06, 2016, 21:10 »
0
Go to "Contact us" page and select the correct category. Writing to "[email protected]" seems not really working like in past.

For Rejections:
"Disagree with a technical rejection reason like lighting or focus? There's no need to contact us simply resubmit for another review. "

KB

« Reply #9 on: April 06, 2016, 21:57 »
0
Go to "Contact us" page and select the correct category. Writing to "[email protected]" seems not really working like in past.

Thanks, everyone. The above is exactly what I did, but as I mentioned in the OP I did not receive an automated reply back saying they got my inquiry, etc. But sounds like it's going to be at least a little while longer before I hear back from.

« Reply #10 on: April 07, 2016, 03:48 »
+1
I've cut costs too. Which means I don't spend any time trying to convince an agency to sell my work. I submit and move on. If one site doesn't sell them, another will.

There are other, more serious, reasons someone might want to contact support.

Yes. Thank you ShadySue. My motivation for contacting support was to bring to their attention that a batch of my submissions were rejected in less than a minute for the same erroneous reason.....that they were not submitted in English....suggesting either their "automated" system or reviewers have problems.

If SS responded and told me that, yes I was correct, but sorry, they're all blurry, poorly cropped/framed.....fine. But to get no response says something about the SS's new "contact" policy.
Can't you just upload them again and leave a note for the reviewer that they were rejected for the wrong reason?  Can't imagine the number of emails their support must get.  They probably ignore most about reviews because I doubt they employ enough people to respond to all of them.  If the same problem keeps happening, try the forum or twitter.

dpimborough

« Reply #11 on: April 07, 2016, 03:53 »
+2
I've cut costs too. Which means I don't spend any time trying to convince an agency to sell my work. I submit and move on. If one site doesn't sell them, another will.

There are other, more serious, reasons someone might want to contact support.

Yes. Thank you ShadySue. My motivation for contacting support was to bring to their attention that a batch of my submissions were rejected in less than a minute for the same erroneous reason.....that they were not submitted in English....suggesting either their "automated" system or reviewers have problems.

If SS responded and told me that, yes I was correct, but sorry, they're all blurry, poorly cropped/framed.....fine. But to get no response says something about the SS's new "contact" policy.
Can't you just upload them again and leave a note for the reviewer that they were rejected for the wrong reason?  Can't imagine the number of emails their support must get.  They probably ignore most about reviews because I doubt they employ enough people to respond to all of them.  If the same problem keeps happening, try the forum or twitter.

You can upload again but you can not leave a note to the reviewer that was scrapped

« Reply #12 on: April 13, 2016, 08:15 »
+1
I'm waiting for more than a week now, no reply yet. SS used to be a much better agency not so long ago. Really disappointed :(

KB

« Reply #13 on: April 13, 2016, 10:24 »
0
I'm waiting for more than a week now, no reply yet. SS used to be a much better agency not so long ago. Really disappointed :(
I completely (for the moment) forgot about this! Tomorrow will be two weeks. Time for me to write again, I think.

« Reply #14 on: April 14, 2016, 13:14 »
0
with this forever 504 Gateway Time-out

« Reply #15 on: April 25, 2016, 02:12 »
0
I didnt received march payout for some reason , contacted them 10 days ago, no reply

« Reply #16 on: April 25, 2016, 05:49 »
0
Need info about account and tax forms.

Istock and SS, no reply more than 10 days ...


KB

« Reply #17 on: April 25, 2016, 10:49 »
0
Need info about account and tax forms.

Istock and SS, no reply more than 10 days ...
You have a long wait ahead for SS (3.5 weeks for me, STILL no answer).

iStock usually replies in about 2 weeks, at least the last time I wrote them, so you might be almost there.

« Reply #18 on: April 25, 2016, 14:15 »
+1
Just FYI for those waiting, I received a reply today to a ticket opened March 31st - with an apology for the delay because they were experiencing a high volume of e-mails :)

« Reply #19 on: April 25, 2016, 14:48 »
0
Just FYI for those waiting, I received a reply today to a ticket opened March 31st - with an apology for the delay because they were experiencing a high volume of e-mails :)

God help us!  :D

ShadySue

  • There is a crack in everything
« Reply #20 on: April 25, 2016, 14:51 »
+1
Just FYI for those waiting, I received a reply today to a ticket opened March 31st - with an apology for the delay because they were experiencing a high volume of e-mails :)
All, or at least most, iStock replies have had that excuse since 2007n at least. (Even when they come back very quickly!)
Like Stockmaan implies, it's worrying when any support dept gets a high volume of enquiries/requests.

« Reply #21 on: April 25, 2016, 15:21 »
0
waiting for my march payment still , send 3 tickets , no reply ,

« Reply #22 on: April 25, 2016, 20:50 »
0
 I received a fairly speedy response over an issue with editorial credentials (a couple of days) and all is taken care of weeks before next event.  :-) 

« Reply #23 on: April 26, 2016, 03:39 »
0
I usually got good experience with SS support, but it was year or so ago.


Chichikov

« Reply #24 on: April 26, 2016, 04:55 »
+2
No more than one year ago they answered very fast, in some hours sometime, and in a maximum of 2 days.
They always answered.

Now with their new "improvements" they answer after weeks, and sometime they don't answer at all

KB

« Reply #25 on: April 27, 2016, 22:58 »
+1
My response took 25 days, the same length as Jo Ann's response.

So that's answer to the question the original post asked: 25 days (at the moment).

Rinderart

« Reply #26 on: April 28, 2016, 00:06 »
+1
That is shameful. Im having a meeting with the new head of content. This really has to stop along with the worst record of Bugs I have ever seen from any site. And Jon Has to Know also. How long does a buyer have to wait with a question?? thats the question.


« Reply #27 on: April 28, 2016, 10:35 »
+1
In March it took three weeks, I checked. Next letter is still on hold.

« Reply #28 on: April 29, 2016, 03:11 »
+1
3 weeks waiting still


 

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