Kontera: Possibly The Worst Customer Service
Posted on | January 25, 2008 | 3 Comments
I hate to write negative posts, but this is one that is just frustrating me beyond belief. I originally sent in my application to Kontera sometime last year–before December. I’m not sure if I was accepted because I didn’t receive any e-mails… nothing. I e-mailed customer support… no responses. OK. Forget them then.
A couple months pass by (now in 08)… and I decided to sign up for Kontera again. I have this blog post from January 3, 2008 mentioning how I just signed up for Kontera. I figure I’ll use it on Fka200.com since I’m already blogging almost daily, and there is no revenue being made from this blog (thankfully I have zero reliance on this blog). Worth a test, right? So I signed up… waited waited waited… NOTHING. Oh c’mon… and I finally couldn’t take it anymore. I called them last week and spoke to a rep and all I got was email <censored>@kontera.com. So I went and e-mailed that person, and got a reply about 4-5 days later. Great! What the hell did it say?
Dear publisher,
Your site is active and running for quite some time now. it was approved by us.
We have sent you a introductory mail explaining how you can start publishing our adds on your site.If you have any questions, please contact us at support@kontera.com
Best regards,
Kontera support
Are you kidding me? Could I have been that stupid? Alright… I probably deleted the “Welcome!” e-mail. Excited as heck, I try to login… “Access is denied your account is inactive”
WTF? That REALLY irritated me. I just have a belief that the customer is always #1 and if I’m going to be sacrificing my blog to help make you money (along with myself), at least give me the service I deserve.
Mini-post to vent. Seriously, what’s their issue? Are they understaffed? Don’t want new publishers? Ignorant?
Whatever. Things are still going well. I guess I’ll just have to wait (im)patiently in line. There are some other companies that are really starting to push my buttons also, but I won’t talk about them until 1) I don’t get my checks 2) 2+ months pass by without any e-mail response 3) The company goes bankrupt.
RIDICULOUS!
Upcoming Featured Blog Post:
My Rubicon Project post is coming up soon. I’m waiting to post it on a good day where I won’t be able to post for 2-3 days since I want it to get as much exposure as possible… when you write for 2-3 hours, you hope that people will see what was written… so with minimal traffic (350 visits/day average), I hope to get the exposure by… sadly… lack of posting. SEO traffic has just begun to really kick in. Just spent 20 minutes analyzing stats for Fka200.com. Pretty damn well…!
Comments
3 Responses to “Kontera: Possibly The Worst Customer Service”
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January 26th, 2008 @ 5:59 pm
They have been really slow at replying to e-mail and adding sites since October.
Before that everything was fine reply within 48 hours.
I think they are growing but Need more employes to how big they are becoming.
January 27th, 2008 @ 4:08 am
Hello,
My name is Vered and I’m from Kontera.
Our partnership with Kontera publishers is very important to us and we do our best to quickly address their support queries. I’m sorry and surprised to read that your experience has been different, and apologize for any inconvenience you may have encountered.
I have reviewed your account and it is indeed listed as active. I’ll resend you the email with your Kontera User and Password, so that you can successfully login to your account and begin implementing Kontera’s ContentLinks on your blog.
I look forward to our successful partnership and please don’t hesitate to contact me with any additional question or comment.
Vered
Publisher Services Manager
kontera
January 27th, 2008 @ 4:59 am
Vered, I greatly appreciate coming to the blog and especially posting your comment. It’s been an awful week for me with customer service–from my ISP all the way to the companies I purchase my tech equipment from.
The huge wait was abnormal for me and the unanswered e-mails were also awkward. The phone call, I hoped, would speed things up, but from the post, you can see I got nowhere.
I will be blogging about the comment. I really feel good that there was a public posting about the issue instead of an e-mail. Thank you again.