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 incompetence@marketingtips.com?

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




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