Prusak.com

Serving up my thoughts since 2004

Urchin support sucks

I recently added email open rate tracking in Urchin for our email campaigns.
The problem is that I’m not seeing any of my email campaigns in Urchin. I sent an email and got this reply:

“I have escalated your question to our technical team. They’re currently investigating the situation, and we’ll contact you as soon as we’ve found a resolution. We thank you for your patience and apologize for any inconvenience.”

That was over a week ago and still no update.

I’ll keep you posted.

Update
We’ve stopped using urchin (we were on a month to month contract). Their interface is SO nice and out of the box it’s a pretty decent solution. Unfortunately their service is horrendous.

We decided to go with NetTracker.
Their service is outstanding (I can talk to a technical person within a a few minutes via phone), and I feel like they really try to help me – not just get me off their back (like with Urchin). I just with their interface was better. The learning curve is much higher than Urchin, but once you know what you’re doing – you can can really answer just about any question about your traffic.

– Ophir

4 Comments

  1. Hi,

    We’ve also had very bad experiences with Urchin’s support. We’ve paid our yearly support fees and still get no service. I’ve had an issue open for almost 6 months now. They’ve replied once (not very useful answer either) and have ignored us since despite repeated attempts to wake them up.

    I’m sick and tired of it and have had to do custom scripting and log parsing to get around the problem. We will not renew our Urchin support and will probably drop the whole software too. Will probably go for an open-source tool like AWStats instead.

    -mikko

  2. Just an update on this. We’ve stopped using urchin (we were on a month to month contract). Their interface is SO nice and out of the box it’s a pretty decent solution. Unfortunately their service is horrendous.

    We decided to go with NetTracker.
    Their service is outstanding (I can talk to a technical person within a a few minutes via phone), and I feel like they really try to help me – not just get me off their back (like with Urchin). I just with their interface was better.

    – Ophir

  3. Same thing here. We’ve been using Urchin On Demand 6 for some months now, but their service is terrible and they’re completely ignoring us. We’ve had to hire support from an external company to get our campaings going.
    Does anybody know of an Urchin forum where we could all share our (little) knowledge?

  4. I must agree Urchin support is bad news!

    I need help with Custom Reports and the documentation is lacking the final steps to make it work!

    Emailed for over 3 weeks and no response.

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