[basschick]

ars used to (and may still) have superlative reps. emails were answered the same day and we had phone numbers to call for almost everyone in the company. i don't know if ars still offers this level of support, but their rewards person is still really fast.

last year, my stats for a big program stopped working - just as i started a new campaign. not only did not new stats show, but my old hits and sales disappeared. i emailed my rep, and didn't hear back for around 5 days. she said she'd contact technical support. a week later i still had no hits or sales showing, and tried to contact her again. i had already turned off my google hits, but was hoping to get something going again.

i heard back from her - she forgot to contact the techs but said she would do so. a week later, after not hearing anything and still having no stats, i wrote to someone higher up in the company wondering if anyone else was having this stats program and hoping our problem could be fixed. i heard from our rep again, angry i had gone over her head.

not long afterward, another sponsor was proud to announce she had moved to their program.

so i'm thrilled to pieces when i can find a company that communicates within 24 hours and actually tries to help.