16
Dec
08

Snapfish Customer Support Experience

By Joshua Steimle 3 Comments Categories: Reviews & How-To
An actual online chat between my wife and a Snapfish customer support representative:
Please wait for a site operator to respond.
You are now chatting with ‘Sunil’
Sunil: Hi,
Sunil: Welcome to Snapfish Live Help. How may I help you please?
Brynn: I am about to order a calendar, but it is a gift and I’m wondering if it’s possible to send it to someone without pricing info being included when it is shipped.
Sunil: Yes, you can after check out please enter the address.
Brynn: ???
Brynn: I’ve already entered the address online.
Brynn: So it will be after I click on “buy now”?
Sunil: Please place the order using by using your friend address, so that the order went to there address.
Brynn: That’s what I’m doing, but I don’t see anywhere where I can indicate that it is a gift so the payment details aren’t sent to them.
Brynn: Can I do that somewhere?
Brynn: I’m afraid to click “buy now”.
Sunil: Please note that for this you need to place separate order using some one address.
My wife then purchased the calendar, but there was nowhere to specify that it was a gift.
It’s fairly obvious that the customer support rep had no idea what my wife wanted to do. Sunil seemed to understand that my wife wanted to send the calendar as a gift to someone, but seemed oblivious to my wife’s request as to how she could make sure the recipient didn’t know how much the gift had cost. This shouldn’t be a difficult concept to understand, unless you are unfamiliar with the English language and American culture, in which case it could be and evidently is quite confusing.

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  • Stephanie

    I just called Snapfish Support because my photo book’s custom cover wasn’t correct. I designed the book to have an all white front and back cover, but my book arrived with a white front and a dark blue designed back.

    So, I called to get a replacement book, and the customer service rep sort of understood what happened, but didn’t at the same time. I am still skeptical, and I’m almost certain my replacement book will arrive with the same problem.

    The woman who helped me had a sweet disposition over the phone, and I genuinely think she was trying to be helpful. However, Companies need to WAKE UP! People who already have problems with the items they received, or have questions about products, etc, don’t need to be frustrated even further with a language barrier when they call for help.

    As far as I’m concerned, I welcome companies to charge me a little extra so I can speak to a US Worker on the other end of the phone!

  • Mary

    The experience I just had with a Snapfish Live Support operator left me so frustrated that I had to go online to find out whether their support center is based overseas. I agree with Stephanie’s statement-I am contacting you because I’m having a problem; I don’t want to talk with someone who doesn’t have a full understanding of the English language! It just left me so frustrated I wanted to cancel my entire order but had spent sooo many hours making my photo books that I just couldn’t. Here’s how my experience went:

    Hi , Welcome to Snapfish Live Help. How may I help you today?
    You are now chatting with ‘Sunil’
    Mary: I am making 3 photobooks to take advantage of the buy 1 get 2 free offer.
    Sunil: Hi Mary,
    Sunil: In order to redeem above code must place 3 identical 8×11 Custom cover book ( Personalized photo book) worth $29.99, follow below link and create Custom book
    Sunil: http://www.snapfish.com/snapfish/photo-books
    Mary: yes I read all that but don’t understand the part about how the discount doesn’t apply to additional pages. one of the books is longer than 20 pages. Does that mean I just pay the extra money for the extra pages but can still use the coupon code?
    Mary: or do they all have to be 20 pages and not any longer?
    Sunil: Yes
    Sunil: Code applicable to first 20 pages only
    Sunil: It was a pleasure assisting you. Is there anything else I can help with today?
    Mary: ok so I can still have in my order a 30 page book, a 20 page and a 20 page?
    Sunil: Place single book 3 times
    Sunil: Not for 3 different books
    Mary: you mean I have to order 3 of the same book?
    Mary: i don’t understand what you mean
    Sunil: Yes, order 3 of the same book.
    Mary: that is not what the terms say though: “U.S. customers only. Must use coupon code 1BOOK2FREE at checkout with the purchase of one 8″ x 11″ Personalized Cover Book to receive two 8″ x 11″ Personalized Cover Books free. Must have three 8″ x 11″ Personalized Cover Books in cart to receive the discount. Discount on photo books do not apply to additional pages. Pictures and style may differ but all photo book values must be equal. Offer applies to mail-order purchases only and cannot be used for in-store pick-up. Taxes, shipping and handling charges apply. Offer may not be used in conjunction with any other offer. Coupon may be used one time only. Coupon expires 11/08/10. ”
    Mary: Pictures and style may differ
    Sunil: Yes, place 8″ x 11″ Personalized Cover Book 3 times
    Sunil: Then only code work
    Mary: yes i understand that i have to order 3 books. what I am asking is whether 1 of those 3 books can be 30 pages, and the other 2 20 pages.
    Sunil: No
    Sunil: Must contain equal pages and same photos
    Mary: no, it doesn’t say I have to order 3 books with the same photos
    Mary: it says pictures and styles may differ
    Sunil: I am sorry otherwise code will not apply
    Mary: i don’t think you understand the offer yourself. if you read what I copied from the snaofish website, it specifically says that the photos do not need to be the same in all the books.
    Sunil: We do not manually apply above code, so if you want to redeem above code must place 3 identical bookls
    Sunil: Check this “Pictures and style may differ but all photo book values must be equal”
    Mary: Right, that is what I pointed out to you. “Identical” means that the books all have to be 8×11 photo books, it does not mean I have to order 3 copies of the same album. this chat has not been helpful at all.
    Sunil: make it value equal means make it all books have same number of pages
    Sunil: The final value must be same

    At this point I closed the chat window and tore my hair out.
    I felt like I was in a “Who’s on First, What’s on Second” skit. Terrible.

  • Stephanie

    Hi Mary,

    I am sorry to hear of your unfortunate experience with Snapfish. I had quite the experience with them last year…I ended up with 4 incorrect photo books before the correct one finally happened!

    I wanted to let you know I did some online research last year, because like you, I couldn’t deal with calling the standard customer support line anymore. I stumbled upon the Snapfish Customer Supervisor info. His name is Anton Collins and he is in the United States. He personally resolved the issues with my photo book, and I hope he can help with your order too.

    His e-mail is: anton.collins@hp.com (I hope he’s still the rep, as the last I communicated with him was October 2009)

    Good Luck!

    Stephanie