I have been using TubeMogul for quite a while now to upload and distribute the videos I create. My assistant has been having issues with the service off and on for several months now. The issue wasn’t able to be replicated the first time we spoke with engineers at the company, so it was basically brushed aside. Kat continued trying to use the service on a daily basis. Sometimes it worked – and sometimes it didn’t. Yesterday, out of sheer frustration, I sent a tweet stating that I could no longer recommend the service to others. Within minutes, I received messages from a lady in customer care named Shirley and another from the CEO of the company, Brett. They wanted to know what was wrong, and how they could help.
I admit that both Kat and I were skeptical at first. We did this entire drill several months ago. We had established it wasn’t her computer or mine causing the problems. It happened on every machine we tried, in every place we tried… using various browsers and ISPs. Something was wrong in our account itself or with the site. However, the engineer we worked with last time could not replicate the issue. Therefore, the issue must not exist!
Shirley quickly opened a ticket within the system and had Kat explain exactly what was going on. After looking through it all, she set up a Skype conference call for today between herself, Kat and one of their top engineers. Brett also reached out to Kat via email, making sure we knew that their team would do everything in their power to correct the problems we have been having.
Today’s Skype call comes and they had Kat enable screen sharing so they could see the problem as it occurred with their own eyes. Instead of repeatedly trying to explain something strange, they were able to see it for themselves. (Kudos to Skype, btw, for including the screen-sharing feature!) As soon as Kat began trying to upload a video, it failed. It was immediately apparent that there is an issue somewhere with their Flash uploader. They worked together to correct it, but are going to have to dive deeper. However… they DID find a workable solution so that we can use the site once again on a regular basis!! That is very good news, indeed.
Shirley and Narayan (the engineer on the call) took things several steps further. They noticed we were having issues pushing videos to MySpace. Yes, some people DO still use that site! They took the time to help diagnose the problem and fix it. They also enabled a few features on our account that hadn’t been before, but which will be very helpful as we continue to use the site.
I have to say… this is pretty damn awesome y’all. The level of courtesy, professionalism and customer service we received today was second-to-none. All in all, the team at TubeMogul worked with us for more than four hours to make SURE everything worked well and that we were happy. Yes, there is still an issue with the Flash uploader. That is being worked on, and they have promised us an update in the near future. We still are able to upload via other means, so it’s not a rush on our end.
Have you used the TubeMogul service before? It sure makes things a LOT easier when you need to seed content to more than one site. Take a look at all of the places that our videos end up simply because we upload there:
That’s not even a list of every place you can add your content to through the TubeMogul service! There are a handful of other sites which accept videos, and may be appropriate for the type of content you create – such as automobile sites!
Yes, we had issues with the service. Yes, one of those issues is still being worked on. I have to say, though, that I am beyond satisfied with the work they are doing over at TubeMogul overall, and VERY pleased with the service we received today. Thank you to Brett, Shirley, Narayan and the rest of the team.