Customer support sent welcome email to EVERYONE in our contact list

MaureenG47
Occasional Participant

We recently set up an automated welcome email through Constant Contact, to send to contacts who sign up to our mailing list through the website via our Unbounce contact form.

 

The contacts were being fed through to our mailing list through an API with Zapier but the email was not triggering, so I reached out to Constant Contact's customer service team via chat box to resolve this. They set up a new automated email and assured me the issue was resolved. I checked the campaign again and it still hadn’t sent to any contacts, even though they were still being added to the mailing list. I reached out to customer service again and they set up another list and assured me the issue was resolved. However, whoever set up this list configured it to send to EVERYONE IN OUR MAILING LIST rather than new sign ups. The welcome list sent to more than 7,000 contacts before we noticed it, most of which have been subscribed for years (and some who had even unsubscribed before). This was obviously a huge mistake on Constant Contact's part and they have done nothing to offer a resolution; I have sent two emails to legal and received nothing back. Our campaigns list is full of test campaigns, none of which do what were intended.

 

3 REPLIES 3
William_A
Moderator

Hello @MaureenG47 ,

 

I'd advise calling in and speaking with an automation-specialized support rep, rather than trying to resolve your issue through Chat support. They'll be able to offer live troubleshooting and assistance for your automation issue. 


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William A
Community & Social Media Support
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MaureenG47
Occasional Participant

The last message I posted here was archived, I am unable to access it.

 

I can't see my previous message but the gist of the issue is: I reached out as a member of your support team as my automated email wasn't sending when new contacts were being added to my mailing list. Whoever helped me set up a new welcome email sent it to everyone in our mailing list rather than new sign ups, including people who had unsubscribed. The welcome list sent to more than 7,000 contacts. There's obviously privacy concerns we have to deal with here. The issue remains unresolved and I do not have time to call your team.

 

I'm getting a little frustrated that Constant Contact haven't issued so much as an apology, nor a resolution for my issue that doesn't involve me speaking with more support staff. As a long-standing Email Plus account holder, I'm surprised that the lack of customer service or care around the issue. I'd like an email of someone to raise this issue with.

Hello @MaureenG47 ,

 

Since this involves integrations with separate login information for you that we don't have access to, as well as more advanced automation elements, this can't really be resolved outside of phone support. If you're unable to call in to resolve the issue, please respond to the Facebook message you sent us with your preferred contact info. We've submitted a callback case to the support queue with a 1-2 business day turnaround, who will reach out to your account's default contact info if you don't provide us with different contact info via the Facebook DM's. 


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William A
Community & Social Media Support
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
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