Fastmail - Customer Support

FredOnline · 5 Mar 2021, 03:20 PM

@Fastmail on Twitter:

Quote:

On Monday, March 8 at 11:00 PM EST, our customer support system will be performing a scheduled upgrade for two to three hours, during which time our support team will not be responding to requests. Tickets emailed to support@fastmail.com will be delayed, but not lost.

Also applies to Pobox and Topicbox.

TenFour · 5 Mar 2021, 07:03 PM

I'm currently involved in a very slow FM customer service roundabout. It's been going on for days. I guess that is a disadvantage from relying on a company on the other side of the world. My messages arrive in their night. Their responses arrive in the middle of my night.

Terry · 7 Mar 2021, 04:05 PM

I thought they had support directly in the US as well as AUS

TenFour · 7 Mar 2021, 07:03 PM

Quote:

I thought they had support directly in the US as well as AUS

They did buy POBox.com in Philadelphia, but my guess is that somehow I've got an Aussie working on my problem, unless the Philly people work at 2am Eastern Time! Also, not a peep from them on my Friday--their Saturday. If I had not been having trouble sleeping I would have missed contact, but now it is going on five days for something not working right on their system and they have not fixed it other than telling me it is fixed--it is not. Seriously bad service for a paid service, but I previously left POBox.com because of failed customer service.

digp · 8 Mar 2021, 02:08 AM

FM is deteriorating badly especially what they charge for it.

pjk · 12 Mar 2021, 04:25 AM

Quote:

Originally Posted by digp

FM is deteriorating badly especially what they charge for it.

I've been a user for years and my recent "support" experience with them was downright shocking.

I thought they had been taken over by some horrible hedge-fund or something the way I was treated.

Today I wanted to lookup their most current host/protocol settings and they have conflicting info all over their site, including recommending hostnames that I thought had been deprecated years ago.

The support reps I interacted with earlier play some kind of cat-and-mouse game with you, not just telling you what you want to know, it's incredible. Like they're trying to hide things from people or something. Polar opposite of the traditional Fastmail I signed up with.

Grhm · 12 Mar 2021, 08:50 AM

I've had cause to call on Fastmail customer support several times recently, and my experience has been uniformly excellent, as ever.

JeremyNicoll · 13 Mar 2021, 07:17 PM

Quote:

Originally Posted by Grhm

I've had cause to call on Fastmail customer support several times recently, and my experience has been uniformly excellent, as ever.

When you say "as ever", compared with when?

In the last couple of years I'd say that every support question I've raised has been fairly promptly responded to by the first-level support people, but none of them have ever been able to help.

They always refer my questions on to more technically-minded people, and that can take days.

Moreover, I find that even then the more expert people often don't read what I wrote carefully enough and make hasty responses, so I nearly always have to re-explain what I already stated and try to get them to understand.

Bamb0 · 14 Mar 2021, 08:38 AM

Quote:

Originally Posted by digp

FM is deteriorating badly especially what they charge for it.

It sounds like it should still be FREE if its really that bad....

They lost alot of people when they dropped the basic interface..... Totally uncalled for.........

digp · 14 Mar 2021, 07:55 PM

Has anyone emailed Bron?

Bamb0 · 15 Mar 2021, 02:26 AM

Bron is nice im sure he would look into things

5 Mar 2021, 07:03 PM	#2
TenFour Master of the @ Join Date: Feb 2017 Location: USA Posts: 1,719	I'm currently involved in a very slow FM customer service roundabout. It's been going on for days. I guess that is a disadvantage from relying on a company on the other side of the world. My messages arrive in their night. Their responses arrive in the middle of my night.

7 Mar 2021, 04:05 PM	#3
Terry The "e" in e-mail Join Date: Jul 2002 Location: VK4 Posts: 3,011	I thought they had support directly in the US as well as AUS

8 Mar 2021, 02:08 AM	#5
digp Master of the @ Join Date: May 2003 Posts: 1,320	FM is deteriorating badly especially what they charge for it.

12 Mar 2021, 08:50 AM	#7
Grhm Essential Contributor Join Date: Mar 2007 Location: UK Posts: 270	I've had cause to call on Fastmail customer support several times recently, and my experience has been uniformly excellent, as ever.

14 Mar 2021, 07:55 PM	#10
digp Master of the @ Join Date: May 2003 Posts: 1,320	Has anyone emailed Bron?

15 Mar 2021, 02:26 AM	#11
Bamb0 Master of the @ Join Date: Feb 2005 Location: USA Posts: 1,864	Bron is nice im sure he would look into things