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