How long before Pond5 responds to emails from Contributors

I've sent them an email concerning some legitimate concerns I had about clips that were rejected and it's been almost 2 weeks without a response.

Does anyone know what is considered a 'normal' response time from Pond5?

Hi there, email responses should be prompt. Please reach out to support@pond5.com and we'll make sure that this gets addressed.

Cheers!

Simon

I just sent them an email through support the other day. I heard back within 24 hours.

I just sent another email to support, Simon. Hope to hear from someone soon.

They ever get back to you?, I have found they will get back to you same day or next day as long as you don't ask questions or complain about rejections or slow sales, and if in conversation with them if you bring up the issue of rejections that ends the conversation instantly.

Other than those two issues the support people have always been very helpful and quick.

Basically it's like sports, the curators are like goalies and their performance is measured by how many files they keep out of the system now and no point arguing with the ref on rejections.....accept it, upload to the competition and try uploading more and different stuff here but it's not easy to get anything else in here.

The one I did get in the door was out of focus and I bumped the camera during the shot.....they aren't even looking.

Hi everyone. We take communication with artists very seriously, however when rejections are disputed it has to be handed up from CS to the senior curatorial team which increases the waiting time for responses. We're happy to do this task as we value your content and oftentimes clips deserve a bit of extra attention and scrutiny. Please bear with us, we deal with these requests on a case by case basis and it can be a time consuming task to re-evaluate collections that are often hundreds or thousands of files. It also helps to not remove the clips from your uploads if you wish to dispute the rejections as we can't offer constructive feedback, or even approve them if they've been taken down. If you have any questions please reach out to support and they can draw my attention. Kindest regards - Simon. Video Curation Manager.

Well, someone did get back to me and forwarded a reply from another curator which I apparently had not received (checked my spam-box-no, not there...)

I had a few questions about rejections and the response was completely impersonal, cut and paste about rejections in general and the new policies. IT DID NOT ADDRESS ANY OF THE QUESTIONS I HAD OR ISSUES I RAISED. So I have to disagree with you, Simon, that communication with at least this Contributor was taken seriously.

I took the time to write an informed and serious email about certain issues and it was obvious that either it was never seriously read and that the clips it concerned (still up) were never viewed.

I replied to this email expressing my disappointment about this 'response'- and summed up the issues I had raised (even including a few stills to illustrate my point- and have not received an answer yet. That was 5 days ago.

I'm sorry to hear that. I'll chase this up and contact you directly.

@Simon, Hi, I finally got around to re-uploading and re-tagging everything from the last two batches that got 100% rejected so everything is now in the pending folder again for a second pass by the reviewers when they get to it.

Question though, I guess it's pretty obvious the 4K library is basically full so we have extremely tight curation now but what about the 4K library? is it also full?.

Reason I ask is I am still HD, I am holding off on getting deeper into debt and upgrading to 4K if there is a near 100% rejection rate. Even in the HD world the near 100% rejection rate has an effect on my work as I am basically just going through the motions knowing that everything will probably be rejected.

Not just me but there are others who do this for a living and might be in the same boat, hard to bring myself to even consider upgrading to 4K at this point.

Thanks again for jumping in here.

Hello Simon, after you contacted me I wrote you a detailed reply, as requested. That was the 28th of June and I did not receive a response. 3 days ago I emailed you again asking you if you had received my email but still no answer.

Maybe this route works better...