I have decided that Sugarsync is a service whose features are best of breed.
However regarding customer support they have been very unresponsive, and I'm hoping this doesn't lead me to have to choose another service.
It's a little frustrating considering the whole reason I needed "customer support" was due to a bug in their code.
Around 9/28, I signed up for a new account and during the process received a "server error". It then locked up the account associated with my email address. So now I can't login, reset the password, or anything else. If I attempt login it says "account disabled".
So I logged a ticked with SS customer support with these results:
9/28 - I explained the problem in detail including the reasons for why it was a real problem.
9/30 - SS replied and said they would escalate to the "concerned department"
10/12 - After 14 days of no resolution I added a comment urging them to take action on the support ticket.
Today (10/16) - Still no response from SS. 18 days with an account disabled waiting for resolution.
Ideally they would tell people if they have a support backlog because the silence is worrying.
Lee,
I'm glad we were able to resolve this for you over the weekend and wanted to let you know we've put processes in place to avoid this happening in the future.
Best regards,
Debbie
SugarSync Support
Posted by: Debbie | October 19, 2009 at 12:22 PM