Sarah Hatter's dashboard

Hi Mark,

I'm sorry to hear that your friend is having this issue. This situation sounds incredibly frustrating for him, and we're always here to help our customers in any way we can. To say that we are unresponsive is unfortunately not true, but there is probably a simple explanation for why we haven't received this person's emails.

We don't offer support on Get Satisfaction, we offer it for our customers directly on our own websites.Your friend is more than welcome to email me personally for any help, sarah@37signals.com. I handle all support for 37signals and handle all Campfire upgrades within minutes of receiving the request. I can guarantee you that if we haven't replied to your friend, it's because we haven't received his email.

I'm not certain what ticket system he's using to send us emails, but our support email for Campfire is support@campfirenow.com. For Basecamp, it's support@basecamphq.com. Again, my direct email is sarah@37signals.com.

I'll be happy to comp his Campfire account and make sure he's refunded for any charges made to his Campfire account after he upgraded to Basecamp max.