FTP3 and FTP4

What's the threshold for them to kick in? I know when uploads are low, they mirror FTP1 and FTP2, but at what point do they become unique?

Seems like it's set real high.

Hello? Does anyone still work at Pond5?

Never answered by anyone from support.

@dnavarrojr - You seem to have a lot of questions and concerns today, would you like to schedule a phone call with me to talk about everything?

If you think answering me privately in a phone call would help everyone else understand why you don't answer their questions, then sure.

However, I spent a couple of hours talking to Pond5 peeps at NAB this year and so far every thing they have told me has been a lie. Every promise they made has been broken, and we're talking conversations I've had with Tom, Dana, Chris, Ryan, Dave, etc...

So, yes, I'm a little grumpy today and logging in to find question after question after question go unanswered pushed me over the edge. I don't like being lied to/misled and ignored. Nobody does, really.

I understand your frustrations, but I don't see any support tickets from you that have gone unanswered. I have your most recent one and we're working on that now.

I do my best to offer answers and support in our forums where and when I can, but we primarily perform customer support through our support systems, so when you have a problem and you need help, calling us, using the chat system, or sending an email is going to be a much more reliable method of getting support.

If you're sending us messages, and we're not getting them, then yes, I'd be happy to troubleshoot that with you.

I'm not a developer or programmer, and we don't have so many of them that I can just ask one about something like this post at the drop of a hat and get an answer immediately. I'll share the answers I'm able to get here when I'm able to get them.

I sent you the message about the clips earlier and did not get the automated response I usually get. After 10 minutes, I sent it again and still did not get the automated response. So it appears your automated response system isn't working.

I am glad to hear that you did get it.

I guess my biggest frustration is that a group of artists met with a group of execs from Pond5 during NAB this year. We were told that support staff would be spending more time in the forums answer questions. That has not happened. I'm sure you're spending time in the forums, but many many questions to Pond5 go unanswered. I asked specifically at the meeting if support could at least ACKNOWLEDGE they've read the answer and let us know if it's unanswerable... I was told "Yes". That has not happened. Feedback in the forum from Pond5 is still dismal and random.

I don't expect you or any of the Pond5 staff to have all the answers. And while I'm not happy with "it'll get fixed eventually" as an answer, at least it's an answer. At least that is acknowledgement of the question itself. Which is what we've been asking for. I guess I'm the only one who's an *sswh*le enough to vent my frustration in the forum to call you out. And it's not directed at you personally, you don't set policy and you weren't at the meeting making all of those promises.

My frustration mainly lay with the fact that Pond5 was always my favorite agency. And years ago the Pond5 crew would be in the forums every single day answer questions, posting tips and generally being "partners" with us. At some point that stopped and while most newer artists never experienced it with Pond5 (or anyone else), those of us who have been here for a very long time miss it.

Then we talk with the Pond5 crew at NAB or get phone calls from Dana, Tom and others who swear those days are coming back and then they never do. Things don't get better, in some ways they get worse.

I hope you can see and understand where I'm coming from.

I do, and I appreciate the graceful response. My apologies if I sounded hot under the collar, and I want you to know that I don't think you're an a**ho** at all. I know it's not personal, but you're right, it's still my/our responsibility. I'm sorry you're so disappointed, and again I do understand that. As Pond5 has grown, many of the people who used to spend time on the forums have had to move on to other kinds of work. I do my best to fill in where I can, but as you know, I have many other responsibilities as well.

I sound like I'm trying to make excuses, and that's not my intention. I want things to be as you described as well, and I do truthfully feel everyone is working hard to "bring those days back". But you're right, we've still got a ways to go.

As for acknowledgment on the forums, I will continue to to my best to provide what answers I can, where and when I can. But please understand, we do not do customer support through our forums. We do it through our internal systems, and that's for a very important reason. We can't track issue statistics in the forums, but we can within our systems. So again, when there's a problem and you need help, please send us an email, give us a call, or try out our chat systems. We have a total of six customer support agents, and we all work a full 40 hour week every week, doing our best to provide the best support to everyone who contacts us.

But I'll try to be more responsive about at least saying, "Hey, thanks for posting, we read that."

If support can't be tracked in the forum then copy and paste into the P5 internal support system might be an easy fix. All artists have same questions and need the same answer. I believe this would save time for P5 having a group answer instead of a hundred individual answers. I know it's important for internal tracking ... copy and paste and use the "internal" support system for internal P5 problems ;)

Of course private problems are easiest worked privately. Things that affect everyone can better be communicated here.