Ilium Software Blog

Behind the Scenes at Ilium Software

Tech Support and Customer Service

Email problems – all fixed!

by Julie

Hi everyone – I just wanted to let you know that we discovered a little problem with our email system this morning. First, the good news: the problem is solved now! I’ve been sending test emails from our site, and we’ve received them all.

The bad news is: if you sent an email to us between yesterday evening and earlier this morning, we may not have gotten it. If you didn’t get an auto-response back from your email, that means it didn’t go through.

So, if you sent us an email and you don’t hear from us, please send it again. You can use this form on our site to contact us. Sorry for any inconvenience!

eWallet Sync Troubleshooting

by Marc

Hey everyone! As I announced, eWallet sync is out and it’s going really well. For most folks it’s a simple process and is working like a charm. Of course as one would expect with the number of folks we have upgrading right now, some people are running into some problems. Fortunately, most of these are pretty easily fixed.

So if you’re one of the folks who are having some trouble, read on. I’ve got some easy fixes, and if you’re still having trouble let us know via our support lines! We’ll get you up and running. [Read more…] about eWallet Sync Troubleshooting

R.I.P.: Ilium Software email server

by Marc

So here we are, fielding hundreds and hundreds of email questions, desktop software requests, and much more, and guess what happens?

The email server dies.

Again.

OK, to be fair it didn’t die on Monday. It just went down for awhile which put us behind on our email responses. Today, however, the thing finally went belly up. Although we didn’t lose any emails

UPDATE: It looks like we COULD have lost some emails if they came in between 12AM ET and 8AM ET. If you think you may have emailed us during that period you might want to resend!

We are working hard to get replies out to everyone in a timely fashion. Fortunately, the trouble on Monday got us moving in the “Get a replacement, STAT!” direction, so recovery won’t be too bad.

The bad part is that email replies will likely be slower than usual, and we’re very sorry about that. We pride ourselves on quick email turn-around, and this is just the sort of thing that makes us crazy. We’re even bringing in a temp to help get things rolling again, so hopefully we’ll get to everyone before the weekend!

In the meantime, if you haven’t heard from us yet, at least you know why. And if it’s an emergency, remember that you can always give us a call!

How low are your expectations?

by Lee

Last week we had a glitch with our anniversary discount for users wanting to pay with PayPal, and with everything going on, it took us a little while to notice. We were shocked at how many orders this affected, especially when we realized that exactly two people told us about it.

I know that when I run across a problem, especially when ordering something online, I try to at least email someone at the company to let them know. But, then again, by nature I am a “fixer”. (I guess my job in Support is a natural fit, eh?) The results of my contact with companies are pretty much a mixed bag, everything from no response at all, to the occasional automated reply that has nothing to do with my original email, but more often I’ll get a real response from someone who is at least trying to correct the problem.

Overall, do you expect a low level of service or response? Or is it that you feel it’s pointless to complain? We really try to do better than that, and I hope we are succeeding.

Wouldn’t You Like to Know?

by Julie

thought.jpgNo, seriously, wouldn’t you? I’m talking about finding out when we have iPhone or Blackberry versions of our software available. You don’t need to keep checking our blog every day (although we appreciate the visits, and the enthusiasm!) waiting for an update – we can notify you as soon as we have something ready.

All you need to do is fill out this form to tell us who you are and what you’re waiting for. That’s it! We’ll let you know when we have software available for your device.

So send us your info today, and we’ll be in touch with good news as soon as we have it.

I Love this Article

by Ellen

pcmag.gifSascha Segan, of PC Magazine, wrote a great column called Pay Now or Pay Later. He points out the real costs of buying low-cost electronics, including

“hidden charges, shoddy products, lousy tech support, a poisoned environment, lost U.S. jobs, and starving workers … the loss of things like customer service, reliability, durability, and flexibility”

and says that

“the relentless cost-cutting brought on by a culture where low prices are the ultimate goal has led to the complete demise of tech support, the most labor-intensive part of the tech process and one that’s invisible in advertisements and on shelves.”

Please read it – it’s well worth the time.

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