Real people

May 26th, 2016
Gwyn Headley

by Gwyn Headley

Managing Director

It’s hard to deal with real people. They smile, they laugh, they have fun, they have temper tantrums, they storm out of the room, they are unforgivably rude and then utterly contrite. They make no sense.

Sometimes they don’t do the work they’re employed to do. For no reason at all.

That’s why, when you send an email to, say, customer services or Support for a large organisation, you’ll get an email back almost the instant you click the Send button.

Now THAT’s customer service. No human involvement whatsoever.

fotoLibra only employs real people. It’s hell in here, folks.

Which is why we’ve always promised we will answer emails sent to Support within 24 hours (but give us a break at weekends).

Your support query will have been read by a human being and answered by a human being. If you haven’t heard back from us within 24 hours, there’s a simple reason: We Did Not Receive Your Email.

It happens. It happens more often than we would like. Just as letters used to go missing in the post, so emails can vanish into the ether. Sometimes it’s the fault of the spam checker at our email provider — which pulls out 400 junk emails a day from my account alone — and sometimes it just happens.

If you want to speed up our response time, put your Member ID in the subject line. (Hint: Sign in> Details> Member ID)

If you haven’t heard from us within 24 hours, send it again.

From one real person to another!


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9 Responses to “Real people”

  1. David Carton says:

    Hi Gwyn. Don’t know what’s happened for you to need to put this up, but for the record I’ve always found your support bods very helpful & swift to respond. ATB, Dave

    “Hell is other people”. Sartre
    “Hell is other people at breakfast”. Oscar Wilde

  2. Jenny Brice says:

    Give me REAL people every time, even if they do stuff up occasionally. They are usually doing their best, sometimes in trying circumstances.
    But, having said that, fotoLibra’s response times and support have always been excellent on the few occasions I have needed to make contact.

  3. Julia says:

    Real people is why the problem is sorted out properly without knitting fog to get there. It may take a tad longer at first but overall results in a quicker solution……simple, humans communicate with each other rather than using an autopilot response. More power to their elbows (something that would be hard to wish on computerised help desks!).

  4. This wording is too good to only use in a post. Have you thought of putting a tailored version of this on the Contact page?

  5. pradeep says:

    I think you are right !

  6. Erik Strodl says:

    I bought a SSD drive to store my photos on recently…. I had a query with back up operation on it.
    I sent an email to their support team.. an automated response came back
    ” A request for support has been created and assigned ticket #673***. The support person assigned to handle your request will contact you as soon as possible”.
    That was 22 Feb this year

    Needless to say I’m still waiting for an answer

    I don’t think there will ever be this problem with fotolibra

  7. Alexandros says:

    Thank you, very kind of you.