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  1. #1
    The slot machine that IS paid! Billy Kay's Avatar
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    My TWO MONTHS of Vain Attempts Trying to Contact Pfaltzgraff
    7/23/05

    Just sharing my experience - judge for yourself

    -------- Original Message --------
    Subject: Tracking Question
    Date: Sat, 23 Jul 2005 10:45:51 -0700
    From: me
    To: affiliateprogram@pfz.com

    Hi Howard,

    When someone clicks on the personalized dinnerware link on our site at

    [my site]

    they are taken to

    http://www.pfaltzgraff.com/Custom/customindex.asp

    which does have our affiliate ID - and does track

    But when they get there, it says "Dinnerware is coming soon" - go have fun at

    http://www.pfz.com/

    Are we getting credit for these pfz.com sales? There's no tracking link.

    Best,
    Bill

  2. #2
    The slot machine that IS paid! Billy Kay's Avatar
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    7/23/05

    OK. The email address listed in the CJ interface doesn't work...

    -------- Original Message --------
    Subject: Mail System Error - Returned Mail
    Date: Sat, 23 Jul 2005 13:45:55 -0400
    From: Mail Administrator
    Reply-To:
    To: myself

    Recipient:
    Reason: No such user - psmtp


    Please reply to
    if you feel this message to be in error.

  3. #3
    The slot machine that IS paid! Billy Kay's Avatar
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    7/26/05

    I contact their support listed on their website

    -------- Original Message --------
    Subject: Affiliate Question
    Date: Tue, 26 Jul 2005 09:27:32 -0700
    From: myself
    To: service@pfaltzgraff.com

    How do we contact Howard Blementhal - your affiliate manager?

    The email address supplied to affiliates (affiliateprogram@pfz.com)
    doesn't work!

    Thanks,
    Bill

  4. #4
    The slot machine that IS paid! Billy Kay's Avatar
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    7/26/05

    Their support people don't answer with what I ask for - an email address - they ask for more info

    -------- Original Message --------
    Subject: Forward: Affiliate Question (af134446)
    Date: Tue, 26 Jul 2005 16:32:32 -0400
    From: service@pfaltzgraff.com
    To: myself


    Sincerely,
    Pfaltzgraff Consumer Services
    29787
    **Please include e-mail history when responding to this e-mail.**

  5. #5
    The slot machine that IS paid! Billy Kay's Avatar
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    7/26/05

    I respond with are you asking for proof?

    -------- Original Message --------
    Subject: Re: Forward: Affiliate Question (af134446)
    Date: Tue, 26 Jul 2005 14:27:05 -0700
    From: myself
    To: service@pfaltzgraff.com
    References: 200572659552@EMLMail

    are you asking for copies of all the unanswered/returned emails?

  6. #6
    The slot machine that IS paid! Billy Kay's Avatar
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    7/27/05

    I send them everything I posted above and get this:

    Dear myself

    The information on our affiliate program can be found on our pfaltzgraff.com
    homepage at the very bottom. Click Affiliate Program and follow the steps.

    We currently do not have an affiliate address on the pfz.com section of our
    site.

    If you have any additional questions please write back.

    Sincerely,

    Pfaltzgraff Consumer Services
    www.pfaltzgraff.com

  7. #7
    The slot machine that IS paid! Billy Kay's Avatar
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    7/27/05

    This isn't a HARD question - just need a working email address for the AM! I respond

    "The information on our affiliate program can be found on our pfaltzgraff.com homepage at the very bottom. Click Affiliate Program and follow the steps."

    I'm already an affiliate - no need to follow the steps.

    "We currently do not have an affiliate address on the pfz.com section of our site."

    THAT'S the email address supplied in the affiliate program. I KNOW it doesn't work - that's why I'm emailing YOU!!!!!!!!!!!!!!!!!

    This is my 5th email - will you ever actually answer my question?

    myself

  8. #8
    The slot machine that IS paid! Billy Kay's Avatar
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    8/22/05

    Their customer support stopped responding

    But I got a newsletter from them with a CJ mail address, so I asked there

    -------- Original Message --------
    Subject: Re: Pfaltzgraff.s New Optimized Product Catalog
    Date: Mon, 22 Aug 2005 09:06:26 -0700
    From: myself
    To: pfaltzgraff@cj.com
    References: 25352

    What's the email address of the Pfaltzgraff affilliate manager? The one
    listed in CJ doesn't work

  9. #9
    The slot machine that IS paid! Billy Kay's Avatar
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    9/13/05

    Weeks later, I get a response!!

    -------- Original Message --------
    Subject: RE: Pfaltzgraff.s New Optimized Product Catalog
    Date: Tue, 13 Sep 2005 10:57:46 -0400
    From:
    To: myself

    Hi Bill,

    Sorry for the delay! You can email me at this address with your inquiries.

    Best Regards,
    Pfaltzgraff Affiliate Team

  10. #10
    The slot machine that IS paid! Billy Kay's Avatar
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    9/14/05

    Yes! There IS a human there! I respond

    -------- Original Message --------
    Subject: Re: Pfaltzgraff.s New Optimized Product Catalog
    Date: Wed, 14 Sep 2005 08:11:11 -0700
    From: myself
    To: pfaltzgraff@cj.com
    References: <8E604596B450F64888888DDB095C362A025CD742@vcmbex01.mb.corp.valueclick.com>

    Dear Unsigned,

    Almost 2 months - a new record!!

    Here's my original email:

    followed by everything I posted above

  11. #11
    The slot machine that IS paid! Billy Kay's Avatar
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    And that's - after two months - is where it ends - as I never rec'd a response.

    So my guess is that we are NOT getting credit for the sales they send to pfz.com

    Thank you for allowing me the opportunity to vent

  12. #12
    Chick with Brains Tracy's Avatar
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    The last email I had from Howard Blumenthal in direct response to an email I sent was on July 15. When I sent an email on August 21, it bounced back to me that his address was no longer good. When I wrote to him at his home email address, I never received a response.

    I called Pfaltzgraff on August 25, and was told that Howard no longer works at the company. Their information is that the person that replaced him is Barbara.Grafton-Stoner. However, when I sent an email to the address they gave me for her, it too bounced back.

    Back on May 27 I received an email from Akash Mathur (amathur[at]cj[dot]com), saying that he was the new Program Manager for the Pfaltzgraff Affiliate Program. When I sent him an email on August 25, I received an automated email back "I will be out of the office from August 17 to August 31." But he never responded to my email after August 31.

    I miss Howard! He was the greatest! I could call him on the phone, and give him feedback about the Pfaltzgraff site, and he actually implemented some of my ideas. I could send him emails of lists of errors I found on their site, and they would be corrected within hours.

    Now I can't get a response from anybody there either. I've even tried writing to people's email addresses at the company that he had forwarded some of my list of errors to for correction, with no results. I guess their program is on its way downhill without Howard.

  13. #13
    ABW Ambassador webmarm's Avatar
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    Wow, and they're on the front page at cj, with a case study:
    http://www.cj.com/clients/casestudy/pfaltzgraff.jsp

  14. #14
    ABW Ambassador Ron Bechdolt's Avatar
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    Quote Originally Posted by webmarm
    Wow, and they're on the front page at cj, with a case study:
    http://www.cj.com/clients/casestudy/pfaltzgraff.jsp
    Oh, that is too funny. Like that credit card commercial, PRICELESS!

    All this publicity of them at their network, CJ, and no one can communicate with them.

    I think the best thing to do is print out this thread and mail it to the president of the company. Somehow written contact to the top offices gets better responses.

    You all have given them more than plenty of opporuntity to responds. Either go above the AM's head or time to drop them.

    Knowing what type of company this is and what good products they have, I'm really suprised they are ignoring their affilliates this way.
    Ron Bechdolt | Affiliate Program Management Consultant
    7 Days A Week Marketing

  15. #15
    The slot machine that IS paid! Billy Kay's Avatar
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    I wish CJ would let us "Annotate" the case study with appropriate "real life" examples

    or give us a rebuttal opportunity

  16. #16
    ABW Ambassador buy_online's Avatar
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    I was just about to add them to my gourmet site. Forget it.

    Thanks for your note Billy, very timely.

    Fred

  17. #17
    ABW Founder Haiko de Poel, Jr.'s Avatar
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    From the Case study:

    Implementing CJ Associate, a service solution for developing and managing affiliate marketing programs, Pfaltzgraff benefited from a dedicated account manager within Commission Junction. Implemented in conjunction with CJ Vantage, CJ Associate offers expert service and support, daily management, customized analysis and financial reports.
    So it looks like it's CJ not Pfaltzgraff who needs to get their pfttt out their donkey.
    Continued Success,

    Haiko
    The secret of success is constancy of purpose ~ Disraeli

  18. #18
    Chick with Brains Tracy's Avatar
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    -----Original Message-----
    From: Akash Mathur
    Sent: Friday, May 27, 2005 12:44 PM
    To: Tracy
    Subject: Pfaltzgraff Affiliate Program

    Hello Tracy,

    I wanted to introduce myself as the new Program Manager for Pfaltzgraff affiliate program on CJ. I also wanted to provide you with my contact information in case you need to reach me.

    As you know, Pfaltzgraff just added a brand new furniture line to their product list. We are hoping this will help you further increase your revenue. You can log into your account manager to get the latest creative for the furniture line.

    Please feel free to provide me with any feedback regarding the program.

    Thanks
    Akash
    I decided he needed some feedback now. So, I just replied to that email with a link to this thread. Let's see if it gets a better response than I received to my last email:
    I will be out of the office from August 17 to August 31 with very limited access to email. In my absence, please contact your Account Manager at CJ and they will be able to assist you.

    Thankyou!

    Akash
    Contact my Account Manager at CJ? I have an Account Manager at CJ? Who would that be? I just want to know who to contact at Pfaltzgraff in order to point a glaring error on several product pages at their site. When Howard was there, all it took was one email and the corrections were made within a few hours.

  19. #19
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    If you don't need their support and don't need them to fix links or pages, the site does convert fairly well though the payout isn't all that high.

  20. #20
    Chick with Brains Tracy's Avatar
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    Yes, they do convert very well. That's why I worked so hard with Howard to let him know anytime I found errors on the site. I figured if I saw the error, that if somebody wanting to buy an item saw it, they might be dissuaded from making a purchase if they were as confused as I was when looking at the item.

    It's just very disappointing to have lost that one-on-one communication. I've done very well with Pfaltzgraff, and hope to continue to do so. I guess I'll just have to do it without the great support I was getting when Howard was there.

  21. #21
    Life is Supposed to be Fun! Rexanne's Avatar
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    Quote Originally Posted by Superstar
    If you don't need their support and don't need them to fix links or pages, the site does convert fairly well though the payout isn't all that high.

    i pulled them from my site last year because they did not convert for me. Oh well. Now I'm glad I won't be subjected to this craziness.
    Peace,

    Rexanne

    Rexanne.com
    Loving Everyone's Child Creates Magic


  22. #22
    Chick with Brains Tracy's Avatar
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    Quote Originally Posted by Billy Kay
    But when they get there, it says "Dinnerware is coming soon" - go have fun at

    http://www.pfz.com/

    Are we getting credit for these pfz.com sales? There's no tracking link.
    Billy,

    I just reread your original question to Pfaltzgraff, and think I have the answer. One time when I was talking to Howard, he was excited about the new design-your-own pieces features and encouraged me to test it out. To do that, I was taken to the pfz.com site. I specifically asked him if I would get credit for sales that went from the pfaltzgraff.com site to the pfz.com site. And he said, "Yes, absolutely."

    It may be a moot point, though. I just went to the Pfaltzgraff site to look at it, and they have completely disabled all the design-it-yourself items. It looks like they are in the middle of upgrading it. When they are done, it may very well be that it won't transfer to the pfz.com site.

  23. #23
    The slot machine that IS paid! Billy Kay's Avatar
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    Good news... I just got a response!

    Hi Bill,

    Sorry about the delay! The emails are very delayed over here. Yes you will get credit for the sale from that link. I will suggest that you change out the page and update it. We have new products out and will have more toward next month for the holiday season.

    Again I'm very sorry for the delay!

    Pfaltzgraff Publisher Support
    Bad news... I already contacted BBB to help me get a response

    Well... gotta go change the links

  24. #24
    The slot machine that IS paid! Billy Kay's Avatar
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    I rec'd a response from Barb at Pfaltzgraff today and am satisfied w/ the response.

    If it gets fixed - great.

    If not, at least they officially know of the problem

  25. #25
    ABW Ambassador Ron Bechdolt's Avatar
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    Billy,

    Thanks for updating us on this. It is so sad that a company has to go through all this bad press and a contact to the BBB before responses are heard. Frankly, I don' think an excuse of "Emails are very delayed over here" is an appropriate response. I would have felt better if he/she said "We've detected a problem with email delivery and have tracked it down and corrected it. Please call me a XXX-XXX-XXXX and me know if you have any further problems reaching us." I mean, put some real sincerity in it!!!
    Ron Bechdolt | Affiliate Program Management Consultant
    7 Days A Week Marketing

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