Hightailing It Back

Here’s what gives you renewed faith (relative to a rude response from Hightail):

Hi Alan,

Nope.  I’m not proud that we made your blog, but after reading the dialog that you had with Lornel, I’m there deservedly.  I actually felt a little nauseous reading through the thread.  I’m taking action with that team to ensure I don’t make anyone else’s blog J

I see that Kelly has already followed up with you.  I double checked and it appears that the bug we’re fixing is targeted for our next release so will hopefully be in place before the end of the month.

We do work hard to deliver an exceptional customer support experience and actually we do pretty well in most cases, but boy we missed the mark in your case.  I just wanted to reach out and personally apologize for the crummy experience.

David Lang
Sr. Director, Customer Support and Services
o. 408.429.7126 | m. 510-861-7502

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