ComplaintsforZenfolio, Inc.

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer since they started. They host my website and all of my photography from the past two decades resides on their servers.They recently implemented an "archive" process where any photo gallery that hasn't had photos added to that gallery in the last 14 months gets "archived." Meaning nobody, including me, has access to the gallery. For example, if I (or a customer) wants to see photos I took in ******** in 2014, I need to request Zenfolio "un-archive" the gallery. They take two weeks to un-archive the gallery. And they only allow 20 galleries be un-archived at a time. I have 560 gallleries. It's one of the most asinine business practices I have ever seen in my life. It's not legal to withhold my data, especially since I never agreed to allow this.Furthermore, if I want to download all of my photos and take my business elsewhere, they informed me that I need to un-archive each gallery one-at-a-time, download each gallery one-at-a-time, re-archive each gallery one at a time so that I can un-archive the next 20 galleries. I have 560 galleries. Since it takes them two weeks to un-archive a gallery, this process will take over a year, and require each of my photo galleries be held hostage until the process is complete.To make matters worse, they are still charging for their services, even if you want to quit because they are forcing me to remain a customer until all of my photos can be downloaded.It's one thing to change their model and tell customers they are no longer getting what they originally signed-up for, but it's crossing an entirely gigantic line to withhold my personal property. It would be like me having rented a storage until, and the storage company telling me that I can only get 5% of my stuff out of the unit each week. Basically, I would need to come back every other week to get one box at a time, and then keep coming back bi-weekly while being charged for the year it takes to get all of my stuff out.

  Business response

  07/10/2024

  We have received the feedback regarding the Archive functionality associated with their account. This feature was recently introduced to improve website organization and responsiveness and has been positively received by many customers. We regret to hear about their dissatisfaction with it. However, there may be some misunderstanding regarding the functionality of the Archive service.
  
  The Archive feature is designed to optimize storage and enhance site performance. While we understand that this change may have been unexpected and may not meet the needs of all Zenfolio users, we did communicate this update to all customers through various channels before its implementation to provide time to become familiar with the functionality. There is no restriction on the number of galleries that can be un-archived at a time. The limitation of 20 galleries in relation to the Archive refers to the number of galleries that can be chosen to never Archive. There is no limit on the number of galleries that can be requested to be unarchived, and galleries do not need to be re-archived before requesting to unarchive more.
  
  Galleries that have been moved into the Archive can be restored at any time by the photographer or any customers/clients visiting a gallery that has been archived. The estimated time for a gallery to be restored is 12 hours, with many galleries being restored within ***** hours. Unfortunately, the restoration time is a strict limitation imposed on the Archive functionality by the service providers used by Zenfolio for hosting and archiving images. This is beyond our control, despite our desire to expedite the restoration process.
  
  Although we conducted extensive testing before rolling out the functionality, we have encountered unforeseen complications with the **************** causing some galleries to take longer to be restored than expected. Our engineers have been working on improvements and fixes to address various concerns, and the Archive is now in a more stable state than its initial release. It is not typical for galleries to take two weeks to restore.
  
  We acknowledge that there are ongoing concerns, and we encourage our customers to contact us directly whenever they encounter any technical issues with their account. If a gallery is not restored within 24 hours, please report it to our support team so that we can address the issue promptly. Rest assured, all archived galleries are securely stored and retrievable.
  
  Also, although Zenfolio offers storage and hosting services, we highly recommend that all users maintain their own backups of photos. Zenfolio is not designed to be the sole repository for storing photos. It is standard practice to have multiple backups in place, as technical issues can arise with any technology, potentially hindering immediate access to photos. For instance, an offline physical hard drive could malfunction unexpectedly, and having additional backups would prevent the loss of those photos. Moreover, having alternative backups would eliminate the need to download photos from Zenfolio for the purpose of uploading or sharing them elsewhere.
  
  We have taken note of their recent email communications and will continue to provide responses and assistance accordingly. For a prompt and efficient resolution of service-related issues, we recommend direct communication with our support team.
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After being a customer for over 12 years, ********************** starts to archive images in a very unorganized and messy manner with no option to opt out. I have used zenfolio all these years because my clients and I have easy access, that is no longer a feature and I have images that are unaccessible.I have thumbnails missing, galleries that say they are not archived, but actually are and I can't access them. I have galleries that I unarchived and has been well over the ***** hour **** and I still can't access them. I receive error messages when trying to download a Zip. My clients are not happy. I am not happy. To top it off, their customer support is non-existent. T There is NO phone support, only chat. It is 12:00pm EST on a Friday and the auto response on the chat is that their support team is offline. he amount of money I have spent with this company and there is no phone support?How do I access my images Zenfolio? How do I get help from your non-available support? My only option at this point is to swith websites because I cannot be dealing with this moving forward. I am going to lose HOURS or work having to switch to a new website. This has caused so much chaos and stress that is not necessary, I will be filing a complaint with the general attorney for the lack of customer support.

  Business response

  06/26/2024

  We acknowledge the customer's feedback regarding the Archive functionality associated with their account. This feature, recently introduced to enhance website organization and responsiveness, has been well-received by many customers. We regret to learn that the customer is dissatisfied with it.
  
  In reference to the specific concerns raised:
  
  Archive Functionality:
  
  The Archive feature aims to optimize storage and enhance site performance. While we understand that the change may have come as a surprise, we had communicated this update to all customers through various channels prior to its implementation. It is important to note that their account still includes unlimited uploading capabilities. Unfortunately, despite an extensive testing period prior to the functionality rollout we have encountered some unforeseen complications with the **************** Our engineers have worked to provide improvements and fixes for various concerns and we find the Archive in a more stable place now than at its initial release. However, we do acknowledge that there are still ongoing concerns and we suggest that our customers reach out to us directly whenever they encounter any type of technical concern or issue with their account so that we may help them directly as we are able to reach a resolution for most if not all concerns. 
  
  Chat and Phone Support:
  
  Please be informed that phone support is not included in the subscription level to which the customer is subscribed. Their current plan does provide email support and typically includes chat support as well. Due to a surge in incoming email ticket volumes, our chat support has been operating in a limited capacity. We are actively working towards reinstating regular chat support hours, aiming for our normal hours of Monday-Thursday from 6am to 5pm Pacific Time. In the meantime, we are prioritizing quick responses and ongoing active communication through asynchronous messaging sessions that are started through the chat option.
  
  Support emails are attended to daily, with agent coverage throughout most of the day. ************** may vary based on the overall volume of inquiries at any given time.
  
  Gallery Restoration:
  
  The usual wait time for gallery restoration ranges between ***** hours. While there have been instances of longer delays due to initial issues with the archive functionality, our engineers have made significant improvements, resulting in restoration times closer to the estimated window. In rare cases where galleries may be delayed beyond 24 hours, we encourage customers to reach out to us for assistance. Rest assured, all archived galleries are securely stored and retrievable.
  
  
  We have noted the customer's recent email communications and have provided responses and assistance accordingly. I do see that this customer does currently have an open email ticket with us that I will have our team prioritize. For prompt and efficient resolution of service-related issues, direct communication with our support team via email or through the chat system, even when offline, is recommended.
  
  We thank our customers for their understanding and patience as we strive to address the their concerns effectively.
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of ********************** since 2009. They provided gallery services to store my photographs. They advertised "unlimited storage" if you paid a yearly fee, and for many years, provided excellent service.This past year, they changed their service and now any gallery that hasn't been opened in 14 months automatically goes into archive storage. There was very little warning for this drastic change to their terms. Only a very limited number of galleries can be exempt from this policy, which is a distinct departure from their terms of service and previous operations.Customers were promised that archived photographs could be restored within 12 hours if requested. When I have tried this with numerous galleries, the wait time is typically longer than 3 days. With a few galleries, they were just never restored (even after multiple requests). Some galleries have been "lost" - there's no access to them anymore and no notice that they were deleted. They are just gone. And once archived galleries are restored, they don't operate the same. I'm unable to download the images from the restored galleries, in order to start a new backup system elsewhere. Their telephone support line is an automated message only - there's no option to get a live person on the phone or to leave a message for a call back. Support emails are going unanswered. Social media accounts are not allowing posts or reviews and social media messaging also appears to be unmonitored. Chat buttons on their website are disabled.There is no way to get support for the service I've paid for. It also appears that ****** reviews and other review sites are turned off. I still have months left on my service period.

  Business response

  05/22/2024

  We appreciate this customer raising their concerns. The Archive functionality mentioned with their account is a new feature we've launched to help with the organization and responsiveness of their website. Many customers have appreciated this feature, but we're sorry to hear they haven't been happy.

  
  Regarding the specifics of their complaints:
  

  Archive Functionality:
  The Archive feature is designed to optimize storage and improve site performance. While we understand the change might be unexpected, we communicated this update to all customers through multiple channels before implementation. Their account also does still include unlimited uploading.

  
  Live Chat and Phone Support:
  Live chat support and phone support are available at higher subscription levels than what this customer is subscribed to. The customers current plan does not include these support features and they can contact us via email.
  
  ****** Reviews:
  We actively encourage and support ****** reviews. There is no restriction on leaving reviews about our services.
  
  Gallery Restoration:
  The expected gallery restoration wait time is typically between ***** hours. However, in some instances, it may take longer due to various issues that the archive functionality has encountered in its initial release. Our engineers have however drastically improved its performance and we are seeing restoration times much closer to the estimated ***** hours. In some continued instances galleries may get hung up in the restoration process at which time we do ask our customers to contact us if a gallery has not been restored within 24 hours so that we may assist.  Additionally, we have not experienced galleries being lost; all archived galleries are securely stored and retrievable.
  
  Social Support Channels:
  While our social media messaging is operational and monitored, other support channels are available depending on the plan level. Support emails are handled daily, however our response times vary depending on overall volume at any given time.
  
  The customer has contacted us previously but did not raise many of these concerns directly with our Support team. For any service-related issues, direct communication with our support team ensures a quicker and more efficient resolution.
  
  Regarding our refund policy, as per our terms of service, we do not offer refunds. However, our support team provides a courtesy 30-day money-back guarantee to ensure customer satisfaction. Prior to this complaint, the customer did not request a refund. We will be reaching out to the customer directly to address their concerns and discuss any possible resolutions, including their request for a refund.

  Customer response

  05/24/2024

   
  Complaint: 21695013
  
  I am rejecting this response because:

  My concerns have not been adequately addressed by Zenfolio.

  I have been a loyal customer for the last 16 years with an account level of "Premium."  The account previously featured live support via phone and live chat, and I've been satisfied with the level of service I've received in the past.

  All of that changed with the implementation of the archive feature, which has been nothing short of disastrous.  As is the case with many new tech rollouts, I anticipated some level of growing pains, however, many galleries that are automatically going into archives are not retrievable.

  This is a significant deviation from their previous terms of service.  IF the archive feature operated as promised (requested galleries back to achieve status within 12 hours of request), I'd be satisfied to continue under the new structure.  I have contacted the support email (the only available support now) numerous times with galleries that appear to be "stuck" in archive mode.  In one recent instance, a client requested an archived gallery to move to active status, so she could order prints and download her images.  After 24 hours, I contacted support via email because it was not active yet.  Once it was finally reactivated, a few images within the gallery were "miscategorized", resulting in a bug where the gallery could not be downloaded.  It took over five days to resolve, resulting in the loss of sales for my business.

  As a workaround to avoid my clients experiencing this delay, I've recently requested my most time-sensitive galleries to be restored.  These represent a small portion of my total galleries, but they are the weddings where clients are most likely to purchase prints and albums.  They require immediate access without the 12 hour wait-period.  I requested 197 galleries to be restored.  None of them were restored in the ***** hour period.  24 galleries were restored in 24 hours.  59 were restored in 48 hours.  114 galleries are still waiting in *****, well over the promised time for restoration.  These galleries represent about 20% of my total galleries currently stored on Zenfolio.

  I would like Zenfolio to address the significant technical problems associated with their recent implementation of the archive function.  In addition, live technical support should be available for all levels of paid accounts, especially when working through the fallout of this new tech rollout that has a number of continuing problems.

  
  Sincerely,
  
  *****************************

  Business response

  05/31/2024

  We would like to address the matter concerning the support services the customer has mentioned receiving in the past. It is important to clarify that the Premium subscription level has never included Phone support or LiveChat support. The support channels available to their Premium subscription plan have always been limited to email support since the inception of their account.  They may have discovered methods to utilize the chat feature, or we may have previously provided them with a one-time courtesy phone call. However, it is important to note that these have never been recognized as official means of support for the Premium plan.
  
  Regarding the concerns about the Archive functionality, we have already communicated with this customer directly after their original complaint to provide transparency regarding the issues encountered during the initial implementation. In the course of our correspondence following their initial complaint, this customer has supplied us with a list of 25 galleries that require restoration. Our engineering team is actively working on resolving the outstanding issues, including addressing the reports of specific galleries that require attention from this customer. An engineering ticket has been generated for those 25 galleries they supplied, and our Archive team will update the customer once the identified galleries have been restored.
  
  We have not received any further correspondence from this customer since they provided the list of galleries and we submitted the ticket with our engineers.
  
  And lastly, while our official policy for refunds or discounts specifically related to technical issues is that we do not offer refunds, we have extended a courtesy offer of a 50% discount for this customer's next account renewal, which they have expressed willingness to consider.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been having issues uploading photos to my Zenfolio account, this has been happening all year. For months I've tried to troubleshoot it with no success. I've tried all troubleshooting suggestions on their website, all of my images following the guidelines and I continue to get errors - to the extent that the errors don't make sense because there are points that it acts like the image took but it never shows. I finally reached out to support for help since I couldn't figure it out & I've been doing everything the same way that I have since I've had my account. I received 1 response out of the handful of times that I've attempted to reach out for help. It's been well over several at this point. I'm extremely disappointed, the experience I've had with Zenfolio has been great up to this point. I use this platform to promote my ******************* my portfolio - that I now can no longer update. When I got the one response I took a screen recording of the issue that I've been having & included a link to ****** Drive so they can see the step by step actions that I have taken to attempt to get this working the way it should. Since then I haven't gotten a single response & this has been ongoing for 5 days now when Zenfolio promises a reply in 24 hours.Not only am I paying for a service that no longer works the way that it used to, but I'm not getting the assistance that I need in order to resolve this. At this point I would love to cancel my subscription & have my domain released so I can create a new website elsewhere, though I am giving Zenfolio 1 last chance to address & resolve my issue. If failure to do so follows then Zenfolio needs to cancel my account & release my URL. Included are screenshots emails showing the attempts in contacting Zenfolio (not including the attempts tried via their chat service that also no one responds to anymore) & Drive link: *************************************************************************************

  Business response

  04/17/2024

  This customer (*************************) initially contacted our Support team on April 9, 2024 regarding issues uploading, as evidenced in the video the customer attached. We followed up with them to assist with the upload issue the same day. Our response was included in the attached screenshots the customer provided. We strive to respond to customer inquiries as quickly as possible, but there are often longer delays between responses during peak times, as the customer experienced.
  
  Before we could address the upload concern, the customer contacted us separately on Monday, April **************************************************************************************************** a prompt manner. Unfortunately, the customer decided to close their account at this point. We immediately processed their request to close the account, as instructed, and ensured any refunds due were initiated.

  We were very sorry to see the customer close their account, but we would welcome them back if they ever choose to use our services again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩