Rudl's causing me to eat my own flesh...
 

...in frustration.

How can anyone justify such total customer service ineptitude? It's so bad as to only surmise IMC views customers with utter *contempt*

And this is for a PAYING existing customer. I have already paid for Corey's course!

Here's the story...

A few days ago I bought Corey's latest product at myemailmanager.com

The sales letter is fantastic. The promises it makes to overcome all the recent problems I had with autoresponders (I recently went through proautoresponder and get response because of service or technical incompetencies)

I genuinely thought it would be the answer to my prayers.

First I put a web form from MEM up on my site http://www.riskfreegroup.com/inforequest.htm.

It did not work when I tested it. I had three subscribers mail me to say they got a dns error. (God knows how many subscribers I have missed and they didnt bother to mail me)

I immediately banged an email off to customer services on 23rd May at 15.49...
encouraged by the fact they PROMISE to respond to any such email within *24 hours*.

You guessed it. I sent another customer service email on 25th May at 07.14 to request a response and to ask what happened to the 24 hour max support.

You guessed it again...totally ignored.

So yesterday I got hold of Marc on the live support service. He was very helpful about another problem I had and also said my form would not 'hang' (submit I presume) because they were in the middle of transferring to a faster server. He assured me that it would be resolved the *next day*.

So today I have been setting up my first autorepsonder with them.

I was willing to accept the learning curve for the solutions Corey promised in the sales letter. So the fact that it took me *four hours* to set this up was not the source of my frustration

Because after those four hours of preparation the email would not send. Even though it said it was queueing. (Its now 10 hours later and still the email has not sent...I know because I have put my address on the list)

So I decided to try and send an ordinary mailing to the list of the same message in case the autoresonder was the problem.

That mailing was submitted approx 3 hours ago...still nothing happened.

THIS IS WHERE IT STARTS TO GET *REALLY* GOOD.

I decide to contact the online support system again. I am about to log off after 10 minutes of more frustrating waiting when 'Joel' answers my request.

I decide I'm gonna take things easy at first and mention my conversation yesterday about the web form..."it should be working by now according to Marc" I say.

Joel says, (totally ignoring the fact I already know) "We've had problems with the web forms, they should be up in a couple of days"

Not being one for beating about the bush I let him have it. "Shouldnt this still be in beta mode if things aren't working yet?" I say."What about the one day I was promised yesterday?"

With total contempt for my point, Joel says "We're trying to do our best sir"

OK, getting madder, I decide to hit him with the next point.

"I cant view any of my lists" I say. "I can only go through a search facility by email address and other fields"

Who has ever heard of an autoresponder where you cant view your whole list of subscribers?

You wont be surprised by Joels answer...

"We're looking at adding that facility soon sir."

I draw Joel back to Corey's sales letter stating that this was meant to be the best email system ever... not lacking in the facilites of every other autoresonder I've ever seen!

Joel's response was the best EVER! He said "MEM is more autoresponder biased its not a contact management system"

I ask you...how can you have an autoresonder without contact management? Simply incredible!

And when you read the sales letter this will be the *total solution*...the best contact management system since sliced bread.

I went for my final question...had my emails been sent?

"If they are in the queue they will be sent sir" says Joel

I gave up. Let him know that broken promises destroy reputations and companies. How could they charge when so many aspects of the system were not working? etc,etc.

"I can only answer your techical questions sir", was the inevitable reply.

Still giving him both barrels and mentioning I would come to this board he offered to switch me to a sales rep...Allana Colton who was more suited to answer my questions.

After waiting 20 minutes for Allana, Joel comes back..."She's too busy at the moment sir, why dont *YOU EMAIL HER* at [email protected]?

I told them to check this board in another hour! I'd had enough.

This level of service is supposed to come from a REPUTABLE company?

I'm livid I've spent so much time on this..but they desrve to be exposed

Despite this nightmare I still only want the 'solution' to work

Any suggestions/comments are welcome

Regards
Andy Frain




How 'risk reversal' created a 2500% profit increase on a doomed project...

Oh My... without flesh you will look like Robbie Williams Rock DJ
 

In the latest Entrepreneur's Hotsheet - http://www.sowpub.com/entrhotsheet.shtml - we linked to an article on Customer Service. For those who are not yet subscribers of The Entrepreneur's Hotsheet, here is the start of the article and then the direct link...


Why do customers call us? What do they want? Customers call for one reason: They want help!

"Help, I need an answer!"

"Help, I need information on my order!"

"Help, I need service!"

"Help, I have a question!"

"Help! Help! Help!"

Do we give them help? Well, we almost give them help. We give them H-E-L-L.

They want help. We give hell:

"Our policy says ..."

"She's not here today."

"I'm doing the best I can."

"I'm either on my phone or away from my desk."

Any computer that answers the phone, anyone placing you on hold for more than a minute without a value message, anyone unfriendly, anyone passing the buck, anyone giving an excuse, anyone arguing ... is giving hell to the customer. Click here for the rest

So Andy, send them an email and tell them to go read that article.

Inform them you want the problem fixed and what you paid for in 24 hours PLUS something extra for free for the hassle they have caused you. If not, you want a full refund.

Then go to cgi-resources.com and find the script you need. OR, go to elance, of whatever that new one is called, and have someone create the script you need. (Don't dismiss the free scripts. Some of them are very good.) Also, send an email to Adam Katz. I recall he had some kind of autoresponder script thing. Maybe it will do what you need it to.

What do you need the script to do anyway?

Michael Ross


Subscribe to The Entrepreneur's Hotsheet now

Unbelievable! Thanks for the heads up, Andy. I'll Re-Frain from the pain. That's insane! (DNO)
 

Michael this is what the ...
 

script would need to do...

Save up to 100 pieces of information about each new subscriber

Never be wrongly accused of spamming again

Manage an unlimited number of lists at no extra cost

Avoid the viruses, freezes, and power outages that off-the-shelf software will leave you vulnerable to with your PC left on 24 hours per day!

subscribers receive email in the format best suited for the email client they're using

View any subscriber's "Contact History" and instantly know which emails, newsletters, and autoresponders you've sent them -- and when!

Automatically distribute all of your eBooks and registration codes -- or any other product you may offer that can be delivered electronically!
Process your "subscribes" and "unsubscribes" in real-time

An "all-in-one" solution that lets you link the critical components of your email marketing into one complete, hassle-free system that you do NOT need a Ph.D. in Computer Science to use!

Avoid having your messages blocked by ISPs and service providers by accidentally hitting their servers too hard, too fast, with too many messages!

Perform multiple actions on new subscriber accounts -- automatically! For example, you could subscribe them to your newsletter, subscribe them to autoresponder series "A," add their name to your "contest" list, and forward their message to yourself for review -- all without you lifting a finger

Easily Handpick Select Groups of Subscribers
for Special, Customized Promotions

Do targeted searches of your subscriber list and retrieve custom email lists for highly targeted mailouts -- then save these "searches" for futures mailouts!

Manage ALL of Your Email, Newsletters, Messages, and Mailings from ONE User-Friendly Message Control Center

Use the "Scheduler" to Automatically Run UNLIMITED Newsletters and Manage Your Subscribers
The fact is, your subscriber data is MUCH safer on our Triple-Protected System than it would be on your own PC.

Never be vulnerable to hackers.

Advanced "Real-Time" Reporting Shows You Exactly
Which Ads, Emails, & Subject Lines Are MOST Profitable

Track the results of every ad and email you send
Schedule promotions to be sent at exactly the right time

Use the "competitor block list"

--Pretty impressive huh? You guessed it these were the sales benefits from Rudl's letter.

It would cost a fotune to customise this with a programmer making these features

And by the way I have still not heard a thing despite Lesley Fountain's helping hand

Another lesson learned...and shared
Take care,
Andy




What does Michael Ross describe as 'brilliant'?

Re: Rudl's causing me to eat my own flesh...
 

Andy, I went through much of the same pain as you a couple of months ago on my quest to find the perfect autoresponder. I have the battle scars to prove it. If you want to share war stories email me. Maybe together we can find a solution.

James

> ...in frustration.

> How can anyone justify such total customer
> service ineptitude? It's so bad as to only
> surmise IMC views customers with utter
> *contempt*

> And this is for a PAYING existing customer.
> I have already paid for Corey's course!

> Here's the story...

> A few days ago I bought Corey's latest
> product at myemailmanager.com

> The sales letter is fantastic. The promises
> it makes to overcome all the recent problems
> I had with autoresponders (I recently went
> through proautoresponder and get response
> because of service or technical
> incompetencies)

> I genuinely thought it would be the answer
> to my prayers.

> First I put a web form from MEM up on my
> site
> http://www.riskfreegroup.com/inforequest.htm
> .

> It did not work when I tested it. I had
> three subscribers mail me to say they got a
> dns error. (God knows how many subscribers I
> have missed and they didnt bother to mail
> me)

> I immediately banged an email off to
> customer services on 23rd May at 15.49...
> encouraged by the fact they PROMISE to
> respond to any such email within *24 hours*.

> You guessed it. I sent another customer
> service email on 25th May at 07.14 to
> request a response and to ask what happened
> to the 24 hour max support.

> You guessed it again...totally ignored.

> So yesterday I got hold of Marc on the live
> support service. He was very helpful about
> another problem I had and also said my form
> would not 'hang' (submit I presume) because
> they were in the middle of transferring to a
> faster server. He assured me that it would
> be resolved the *next day*.

> So today I have been setting up my first
> autorepsonder with them.

> I was willing to accept the learning curve
> for the solutions Corey promised in the
> sales letter. So the fact that it took me
> *four hours* to set this up was not the
> source of my frustration

> Because after those four hours of
> preparation the email would not send. Even
> though it said it was queueing. (Its now 10
> hours later and still the email has not
> sent...I know because I have put my address
> on the list)

> So I decided to try and send an ordinary
> mailing to the list of the same message in
> case the autoresonder was the problem.

> That mailing was submitted approx 3 hours
> ago...still nothing happened.

> THIS IS WHERE IT STARTS TO GET *REALLY*
> GOOD.

> I decide to contact the online support
> system again. I am about to log off after 10
> minutes of more frustrating waiting when
> 'Joel' answers my request.

> I decide I'm gonna take things easy at first
> and mention my conversation yesterday about
> the web form..."it should be working by
> now according to Marc" I say.

> Joel says, (totally ignoring the fact I
> already know) "We've had problems with
> the web forms, they should be up in a couple
> of days"

> Not being one for beating about the bush I
> let him have it. "Shouldnt this still
> be in beta mode if things aren't working
> yet?" I say."What about the one
> day I was promised yesterday?"

> With total contempt for my point, Joel says
> "We're trying to do our best sir"

> OK, getting madder, I decide to hit him with
> the next point.

> "I cant view any of my lists" I
> say. "I can only go through a search
> facility by email address and other
> fields"

> Who has ever heard of an autoresponder where
> you cant view your whole list of
> subscribers?

> You wont be surprised by Joels answer...

> "We're looking at adding that facility
> soon sir."

> I draw Joel back to Corey's sales letter
> stating that this was meant to be the best
> email system ever... not lacking in the
> facilites of every other autoresonder I've
> ever seen!

> Joel's response was the best EVER! He said
> "MEM is more autoresponder biased its
> not a contact management system"

> I ask you...how can you have an autoresonder
> without contact management? Simply
> incredible!

> And when you read the sales letter this will
> be the *total solution*...the best contact
> management system since sliced bread.

> I went for my final question...had my emails
> been sent?

> "If they are in the queue they will be
> sent sir" says Joel

> I gave up. Let him know that broken promises
> destroy reputations and companies. How could
> they charge when so many aspects of the
> system were not working? etc,etc.

> "I can only answer your techical
> questions sir", was the inevitable
> reply.

> Still giving him both barrels and mentioning
> I would come to this board he offered to
> switch me to a sales rep...Allana Colton who
> was more suited to answer my questions.

> After waiting 20 minutes for Allana, Joel
> comes back..."She's too busy at the
> moment sir, why dont *YOU EMAIL HER* at
> [email protected] ?

> I told them to check this board in another
> hour! I'd had enough.

> This level of service is supposed to come
> from a REPUTABLE company?

> I'm livid I've spent so much time on
> this..but they desrve to be exposed

> Despite this nightmare I still only want the
> 'solution' to work

> Any suggestions/comments are welcome

> Regards
> Andy Frain

Re: Rudl's causing me to eat my own flesh...
 

James -

> Andy, I went through much of the same pain
> as you a couple of months ago on my quest to
> find the perfect autoresponder. I have the
> battle scars to prove it. If you want to
> share war stories email me. Maybe together
> we can find a solution.

I'd be interested to know the results of your search. I'm going through the much the same thing right now since I no longer trust FreeAutobot.

Rick Smith, "The Net Guerrilla"

Does C.R. handle refunds properly? Does he honor his 10-year guarantee? Anyone know? (dno.)
 

> ...in frustration.

> How can anyone justify such total customer
> service ineptitude? It's so bad as to only
> surmise IMC views customers with utter
> *contempt*

> And this is for a PAYING existing customer.
> I have already paid for Corey's course!

> Here's the story...

> A few days ago I bought Corey's latest
> product at myemailmanager.com

> The sales letter is fantastic. The promises
> it makes to overcome all the recent problems
> I had with autoresponders (I recently went
> through proautoresponder and get response
> because of service or technical
> incompetencies)

> I genuinely thought it would be the answer
> to my prayers.

> First I put a web form from MEM up on my
> site
> http://www.riskfreegroup.com/inforequest.htm
> .

> It did not work when I tested it. I had
> three subscribers mail me to say they got a
> dns error. (God knows how many subscribers I
> have missed and they didnt bother to mail
> me)

> I immediately banged an email off to
> customer services on 23rd May at 15.49...
> encouraged by the fact they PROMISE to
> respond to any such email within *24 hours*.

> You guessed it. I sent another customer
> service email on 25th May at 07.14 to
> request a response and to ask what happened
> to the 24 hour max support.

> You guessed it again...totally ignored.

> So yesterday I got hold of Marc on the live
> support service. He was very helpful about
> another problem I had and also said my form
> would not 'hang' (submit I presume) because
> they were in the middle of transferring to a
> faster server. He assured me that it would
> be resolved the *next day*.

> So today I have been setting up my first
> autorepsonder with them.

> I was willing to accept the learning curve
> for the solutions Corey promised in the
> sales letter. So the fact that it took me
> *four hours* to set this up was not the
> source of my frustration

> Because after those four hours of
> preparation the email would not send. Even
> though it said it was queueing. (Its now 10
> hours later and still the email has not
> sent...I know because I have put my address
> on the list)

> So I decided to try and send an ordinary
> mailing to the list of the same message in
> case the autoresonder was the problem.

> That mailing was submitted approx 3 hours
> ago...still nothing happened.

> THIS IS WHERE IT STARTS TO GET *REALLY*
> GOOD.

> I decide to contact the online support
> system again. I am about to log off after 10
> minutes of more frustrating waiting when
> 'Joel' answers my request.

> I decide I'm gonna take things easy at first
> and mention my conversation yesterday about
> the web form..."it should be working by
> now according to Marc" I say.

> Joel says, (totally ignoring the fact I
> already know) "We've had problems with
> the web forms, they should be up in a couple
> of days"

> Not being one for beating about the bush I
> let him have it. "Shouldnt this still
> be in beta mode if things aren't working
> yet?" I say."What about the one
> day I was promised yesterday?"

> With total contempt for my point, Joel says
> "We're trying to do our best sir"

> OK, getting madder, I decide to hit him with
> the next point.

> "I cant view any of my lists" I
> say. "I can only go through a search
> facility by email address and other
> fields"

> Who has ever heard of an autoresponder where
> you cant view your whole list of
> subscribers?

> You wont be surprised by Joels answer...

> "We're looking at adding that facility
> soon sir."

> I draw Joel back to Corey's sales letter
> stating that this was meant to be the best
> email system ever... not lacking in the
> facilites of every other autoresonder I've
> ever seen!

> Joel's response was the best EVER! He said
> "MEM is more autoresponder biased its
> not a contact management system"

> I ask you...how can you have an autoresonder
> without contact management? Simply
> incredible!

> And when you read the sales letter this will
> be the *total solution*...the best contact
> management system since sliced bread.

> I went for my final question...had my emails
> been sent?

> "If they are in the queue they will be
> sent sir" says Joel

> I gave up. Let him know that broken promises
> destroy reputations and companies. How could
> they charge when so many aspects of the
> system were not working? etc,etc.

> "I can only answer your techical
> questions sir", was the inevitable
> reply.

> Still giving him both barrels and mentioning
> I would come to this board he offered to
> switch me to a sales rep...Allana Colton who
> was more suited to answer my questions.

> After waiting 20 minutes for Allana, Joel
> comes back..."She's too busy at the
> moment sir, why dont *YOU EMAIL HER* at
> [email protected] ?

> I told them to check this board in another
> hour! I'd had enough.

> This level of service is supposed to come
> from a REPUTABLE company?

> I'm livid I've spent so much time on
> this..but they desrve to be exposed

> Despite this nightmare I still only want the
> 'solution' to work

> Any suggestions/comments are welcome

> Regards
> Andy Frain
..