ZenfolioReviews of zenfolio.com

I started having a problem uploading my photos to my site that's hosted by Zenfolio. The error indicated a disconnection from the server. I downloaded and installed the Zenfolio upload app and tried uploading that way to no avail. I contacted Tech support who kept insisting the error occurred on my side. I tried uploading using 2 different computers and a Tablet, using various Internet providers, but the problem still persisted. I asked a friend of mine to try it on his computer. He encountered the same problem. The tech support kept insisting the problem was on my end. I tried uploading via the browser while having the inspector running, which indicated a server 500 error, yet the tech support kept insisting the problem was on my end. I complained on Facebook about the service I was getting, where it seemed that no one was actually interested in solving the problem. It was after my FB complaint that I got a message from Stephanie. That's when things started rolling. Stephanie was able to get the ball rolling and forwarded the problems to the development team, which then forwarded it to the server team. Stephanie was great! She was on top of things and when she hit a road block where she wasn't able to get status updates, she got Jon S involved in the process. That's when things shifted into overdrive. Jon S ran with it like a freight train, breaking through whatever obstacles he encountered, he managed to get the status updates and he kept me in the loop, sending an e-mail every 24 hours until the problem got resolved. This is the type of professionalism, attention to customer service and communication that I expect and admire. He didn't try to placate me with corporate double speak or simply state "we're working on it". Rather, he provided updates that gave me an idea where things stood. I realize that people can be unreasonable in their expectations. I try not to be. I understand that problem resolution takes time, finding a problem takes time. A status update can be as simple as: "We haven't been able to find the cause of the problem yet" or "We have found the cause and we're working on a solution or a workaround". These are legitimate updates and I can accept them. I can't say enough about how impressed I am with Stephanie and Jon S. They are true professionals with a real understanding of what customer service means. Jon's title is "Customer Experience Expert". I can't think of a better fitting one. Alexander Olshansky

Really liked this company at first, but since their archiving fiasco, their customer service has completely gone down the tubes. They now do something they call "asynchronous" support. What that actually means is "when we get around to it." Well, if I'm building a gallery for a client, and it's not working as expected, I don't need to wait for three hours for an email that misunderstood the question. They offer an option to get a phone call by appointment, but no appointments available for several days. It's just NOT timely service. AND, it turns out, that the source of the problem is they changed how the system works, but they didn't change how the website describes it. So they create an expectation that WILL NOT be met. All of this has me convinced that Zenfolio will not last much longer, so time to jump ship. I suspect they're not making enough money to keep the service up to a basic standard. I'm paying their top-tier price, but it certainly is not top-tier service. Cancelled the auto-renewal today. I'll find something else. Update following the response from Zenfolio, with further clarification on the CLAIM that their Archive system did not impact my account... It might be true that it did not have a DIRECT impact, but the reaction to it was so massive that they had to change the way they handled support requests, including the shift to "asynchronous" service. That certainly has impacted my account. I learned that from a Zenfolio rep who was trying to explain why they are no longer providing live chat support.

Lifesaver, quick and easy...

Help given when needed.

The company contacted me and set up a 40 minute 1-2-1 to assist me in setting up my transition to the new website platform.

Frustrating! Soooooo SLOW!! There are times my photos won't load, archived or not.

It was cancelled.

Easy to use and good cominication