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Their tech support does not seem too good. Many months back I wrote a command-line client to post/edit/delete etc in tumblr. Posting an image gave an error (us

Their tech support does not seem too good. Many months back I wrote a command-line client to post/edit/delete etc in tumblr. Posting an image gave an error (using their API). I forwarded that to tech support. Weeks later i even wrote to Marco. But no reply from anyone.

MicahWedemeyer 17y ago
If they're as lean as the article makes out (it is from 2008, so maybe they're bigger now) then I can understand why. I have many, many fewer users than that and I'm still overwhelmed with tech support requests. Can't login, forgot my password, mistyped my email, feature X isn't working right, etc, etc, etc. Now mind you, most of these are flat-out user error, not actual bugs to fix. Still, I try to reply and help out with each one. Usually it involves some hand holding. I don't know what I'm going to do if our userbase keeps growing.
- crazydiamond 17y ago
  Some of that can go into a FAQ, or even be a link (such as cant login or forgot password). Much easier to put a link that reply to each person. However, surely when you've put up an API for others to use, you should have tested it out. It's not a large API. My email was quite clear too in its title, that its a bug. I really know what you mean in that last line of yours!
  - MicahWedemeyer 17y ago
    I almost pre-responded to this response, since I knew it was coming. Put it in a FAQ or even a link - There is a link to "forgot password" on the sign-in page, plus a FAQ, plus an article in the FAQ called "Having trouble logging in?", plus some smarts in the ticket system to prompt people who email about logging in with a message saying, "Maybe you should read this article titled 'Having trouble logging in?' That's like 4 layers of tech-support between the user and me, and I still get emails about people needing password help. Trust me: Any site with a sizable userbase will have a lot of support requests. You can find ways to mitigate some of it, but the only way to mitigate all of it is to provide poor customer support.

MicahWedemeyer 17y ago

If they're as lean as the article makes out (it is from 2008, so maybe they're bigger now) then I can understand why. I have many, many fewer users than that and I'm still overwhelmed with tech support requests. Can't login, forgot my password, mistyped my email, feature X isn't working right, etc, etc, etc. Now mind you, most of these are flat-out user error, not actual bugs to fix. Still, I try to reply and help out with each one. Usually it involves some hand holding. I don't know what I'm going to do if our userbase keeps growing.

crazydiamond 17y ago
Some of that can go into a FAQ, or even be a link (such as cant login or forgot password). Much easier to put a link that reply to each person. However, surely when you've put up an API for others to use, you should have tested it out. It's not a large API. My email was quite clear too in its title, that its a bug. I really know what you mean in that last line of yours!
- MicahWedemeyer 17y ago
  I almost pre-responded to this response, since I knew it was coming. Put it in a FAQ or even a link - There is a link to "forgot password" on the sign-in page, plus a FAQ, plus an article in the FAQ called "Having trouble logging in?", plus some smarts in the ticket system to prompt people who email about logging in with a message saying, "Maybe you should read this article titled 'Having trouble logging in?' That's like 4 layers of tech-support between the user and me, and I still get emails about people needing password help. Trust me: Any site with a sizable userbase will have a lot of support requests. You can find ways to mitigate some of it, but the only way to mitigate all of it is to provide poor customer support.