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I am 1.5-month Pinboard user and I have to say I am not particularly happy with the support. I admit that for $25 / year, providing full-text search + archiving
by shubhamjain 9y ago
I am 1.5-month Pinboard user and I have to say I am not particularly happy with the support. I admit that for $25 / year, providing full-text search + archiving is an excellent deal, but it's also incredibly frustrating when your problems don't get solved.
Archiving didn't work for me for first 3 days, so I sent an email, no response. Followed up 2 days later, no response. Contacted on Twitter, got a response that it'll be looked into, but it wasn't solved. Contacted on Twitter again 3 days later, no response. Finally, it did start working a few days later but stopped again.
I emailed again, no response. Followed up 4 days later, no response. Contacted on Twitter, no response. Emailed on founder's email 2 days later, no response. Another contact on Twitter, no response. I did get a response when I send a DM that the lack of response was due to huge impending work.
It's completely possible that the work was indeed huge and I was growing impatient (for that, I apologise), but I wasn't expecting that the problem is solved immediately but just how and when it'll be solved, that's all.
I didn't send any messages after that and it seems issues are slowly getting fixed. There are still issues with accessing the archived links, but I feel there won't be any point in reporting them. Pinboard is an excellent service that I use every day, but I wish there was more effort to make users feel less frustrated.
- deleted 9y ago[deleted]
- deleted 9y ago[deleted]
- venning 9y ago(Not affiliated with Pinboard or even a user.) If your problems occurred 1.5 months ago, the "huge impending work" was likely Pinboard buying Delicious [1] and subsequently being inundated with Delicious users attempting to onboard. Not an excuse, just context. [1] https://blog.pinboard.in/2017/06/pinboard_acquires_delicious/ https://blog.pinboard.in/2017/06/pinboard_acquires_delicious...
- prawn 9y agoFTA and in addition to venning's comment: "In November I began traveling extensively in support of Tech Solidarity, an attempt to mobilize tech workers after the US election. All the travel meant I sometimes ignored support emails for weeks at a time."
- shubhamjain 9y agoI do sympathise with valid reason to not be able to respond. However, I think a minimum level communication should maintained in any kind of service. In this case, I don't think I would have been unhappy even with an autoresponder, but no response feels despairing.
- prawn 9y agoI agree, though I do sympathise with any fellow smallfry operator who hasn't set that up, or feels like it's impersonal so avoids it. Reminds me of the idea that you'll often avoid an email for a while because you want to respond perfectly. For you, that email is critical. Meanwhile, in the absence of a response, the sender assumes the email is completely ignored and meaningless to the recipient. My unread count is generally 350-500, so I'm very guilty of that.
- riffraff 9y ago> for $25 / year isn't the yearly cost $11 ?
- sp332 9y agoThe archiving option is more expensive.
- idlewords 9y agoThe experience for new users has been very frustrating lately. There's no need for you to apologize. My goal for the summer is to get things to a place where people don't have such a frustrating experience with me, or the site.