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Email Support

Email Support

Dear ConstantContact, 

 

You seem to no longer publish an actual email address for which your paying subscribers can contact you directly; now there is this "idea" forum and "community". Along with your tedious new automatic robotic, automated telephone system, now we are required to submit "ideas" instead of just sending you a private direct email. Why does CC continue to create more distance between your team and your subscribers?

 

I am writing with a complaint that I have voiced many times and seldom have received a reply:

 

Please stop subjecting paying subscribers to unwanted and, in my opinion, unnecessary, pop-ups and teasers and other extraneous message content. We should have an option to opt out, as paying subscribers. Yet your company stubbornly refuses to offer this and, indeed, even to acknowledge the very existence of this ever-growing barrage of uwanted "messages". 

 

Thanks.

31 Comments
Visitor

For off hours, it would be nice to be able to email customer support with an issue so that it can be addressed first thing on Monday with either an email back or a phone call.

Moderator
Status changed to: Voting Open

HI @DanP.

Thanks for posting. We have removed Email Support as an option for contacting support. This was in an effort to get you the best answer using the fastest method. I apologize that this change hasn't worked out for you. Have you tried using chat support for help? Phone support is also available. 

 

We do ask that you post any feature requests or feedback here so that we can allow other people to vote on ideas in this forum where our product teams are able to interact with you. It is optional and if you are looking for support you can post in another area here so our support team can jump in.  

 

Thanks again for posting. 

Occasional Visitor

i think you should use email for customer support, otherwise it is a big inconvenience.

All Star

What happened to email support? I don't need an immediate answer, but may nt be able to go online tomorrow when you are open to query. The email questions I had in the past were answered in a timely fashion and I appreited it.

 

All Star

PLEASE, PLEASE, PLEASE reinstate email help. Before we could get help at any hour of the day - a simple email sent when the problem was encountered, often at night, and within 24 hours got a response. Now this is very inconvenient for those of us who are not at our desks when you are open, particularly those of us on the West Coast. 11 p.m. in NY is only 8 p.m. here - and I'm usually not working on CC until after that,

Regular Visitor

The instructions for email-verification problems begin:

"You should:
1) Write an email to our customer support team."

 

So maybe deleting this option was premature? It would make more sense after you fix some of the bugs that are provoking the high levels of email.  For example: when an email verification doesn't work, there is no way to send another verification email, or to delete the request & try again.  

 

Also: the wepay linkage is terrible: there's no support information or contact info available via the wepay site (not in the crippled version, which I was switched to when I connected my account to you).  However, the settlements are in eternal "pending" status, and the wepay "add user" feature is 100% broken.

Occasional Advisor

I agree with those who have posted above. I resent the "idea forum/community." I especially resent the "badges" that I receive, as if I were a Girl Scout. Really. I pay for a service and need support. I also need an opporutnity to voice complaints. As small business people, we know we would never treat our customers this way. 

Frequent Visitor

Hello,

 

I would love it if you guys offered email support, in addition to phone support. I tried looking, but maybe I just missed it. This would allow us to get our requests written and sent when it's convenient for us, but you guys could read them and respond when you come back from the weekend, being more convenient for you as well.

 

Thank you!

Regular Visitor

Do you not offer email support? I can find no mention of this on your web site. Look into email--it's the wave of the 1990s!

Occasional Visitor

It would be great if we could email a support issue or question to ConstantContact support. There is not even a contact form on your website. It would be easier for you and us if we didn't have to wait until your hours were open and you were able to answer support calls. Just a thought.

Frequent Visitor

What a perfect combination, a company we PAY to help us distribute information by EMAIL does not have contact by email themselves! Instead we are directed to such wonders as FAQ. Try as I might I can't find answers (or questions) there for issues such as why could I select a template BEFORE viewing you 'new editor' video but now I can't OR why can I only make changes to a dozen or so contacts before your system freezes requiring me to log out and back in to continue OR why do I have to spend half of my Constant Conflict time staring at the little wheel go round and round and round......

Frequent Visitor

Sometimes I am not in a hurry to have my question answered, and I don't want to get engaged in a telephone or chat conversation. Can't you PLEASE give me an email option for my questions????

All Star

In the past when a valid contact was showing as "suspended" in the system (which seems to happen at least once a week), I could quickly email support and be done. Now I have to either call or take the time to deal with it via chat. The resolution may be faster (the email changes often took 24 hours, though that wasn't a problem) but communicating it to you now takes more of my time.

Occasional Visitor
hello you really need some conventional email support, there are instances when calling is inconvenient
Occasional Contributor

Thanks to the removal of email support, one of our employees spent 25+ minutes on a call to resolve an issue that was completely resolvable via email. Why are you making us work so hard to report an issue?

 

As one user pointed out in the forums - it is the ultimate irony that we cannot contact you via email.

 

Your autoresponder says nothing about the email address being a dead end. After numerous years of being a customer, it was assumed that it was still functional. Why are you making us work so hard to contact you?

 

The purpose of support is to navigate the many functions of a service/company and connect the user/customer with the appropriate resource. Not make them do the work and find the right department/post/forum, etc.

 

There is no way for this user to know when an answer has been posted because there are numerous users on this account. Without a direct connection (like email) the issue and resolution go to limbo - a very unsatisfactory outcome - more likely to result in more frustration and negative impressions.

 

Worth noting: When searching for "email support" nothing came up in the community. That cannot be right.

Member

I have an issue for which I need support, chat was unhelpful and unproductive, and I don't want to spend an hour on the phone. To whom may I send an email about my issue?

All Star

PLEASE reinstate contacting you through email.  I do most of my work on CC at night and on weekends - when your phone lines are closed. It was SO MUCH EASIER to send an email and get a response within a day or two. 

Occasional Visitor

Are you kidding!! 

I have to Tweet a support question.. email is not an option!

Ridiculous.

 

New Member

It would be helpful if you had a way to email questions and issues for those of us who use your product on off hours and cannot contact you during your regular business hours.

New Member

I find it incredibly ridiculous and hypocritical that an EMAIL MARKETING COMPANY does not have an email address we can use for contact.  Seriously?  A tweet?  That is beyond stupid.  It is Sunday, a day I can do some things, and yet - you are not open to take a chat, a call or provide an email for customer support.  Just cannot fathom an email company not providing customers copious email options for customer service.  Insane...

 

 

Occasional Visitor

Hi All... you should try contacting these guys from Australia if you think your different USA time zones are a hindrance. We have 0 ways of getting anything answered from these guys. What a joke - after being a customer for over 4 years I can't even ask a simple question. Chat is never online when we are awake - phone call the same.

 

How ironic that a company selling email solutions to our clients is pathetic at providing a pathway for it's own customers to ask simple question. Community? What... we have to ask each other (us the clients) to solve all the issues??

 

Just been trying out another platform called Frederick that integrates 100% with Mindbody (the CRM we use). Have been keeping Constant Contact subscription while I evaluate both service. I can write an email to Frederick any time of the day - I don't care about waiting 24 hours or so for a response because I get we are on the other side of the world - but to not even be able to write a request for something? 

 

Guess which service I will be choosing going forward? (sorry...that wasn't a request for "the community" to provide ideas - but feel free to post your comments lol).


@DanP. wrote:

Dear ConstantContact, 

 

You seem to no longer publish an actual email address for which your paying subscribers can contact you directly; now there is this "idea" forum and "community". Along with your tedious new automatic robotic, automated telephone system, now we are required to submit "ideas" instead of just sending you a private direct email. Why does CC continue to create more distance between your team and your subscribers?

 

I am writing with a complaint that I have voiced many times and seldom have received a reply:

 

Please stop subjecting paying subscribers to unwanted and, in my opinion, unnecessary, pop-ups and teasers and other extraneous message content. We should have an option to opt out, as paying subscribers. Yet your company stubbornly refuses to offer this and, indeed, even to acknowledge the very existence of this ever-growing barrage of uwanted "messages". 

 

Thanks.


 

New Member

It's Sunday afternoon.

Just want to request the CC logo be removed from my emails in a new account I set up for another one of my companies. This makes 3 paid accounts I have with CC. 

main reason sticking with CC instead of trying others is the support level.

Imagine my surprise no email support for after hours or Sundays.

All my other online services have email as an option, good especially for complicated issues that chat and phone failed to help with.

In this case, simple request,but now on a busy Monday have to remember to call or chat with support to remove the logo from my new account.

Not good.

Occasional Visitor

You are an email company with no email support???? 

Occasional Visitor

I find it ironic that you are an email company with no email listed to contact you.

 

Occasional Visitor

I noticed an issue with my email layout after sending out a test, and want to share the image with a Constant Contact representative for review and feedback. Why can't I email the Email Marketer when there is an issue with my email? 

New Member

I had one  quick question, and did not really have time to call customer service. I had to in the end, but I wish there were also a way to email a quick question. I tried the chat online and was cut off, .........my Rep that I talked to solved the problem for me but I really wanted to just send the question in to find out if I needed to call, later.

Member

I want to add my complaint -- I also find it a great inconvenience that you have no offline support option. My work week is different from yours and the hours don't match, so I kindly request that you reinstate an e-mail support option. That method also supports screen shots, which are often necessary to explain an issue clearly.

Visitor

It is frustrating that I can't find an email address to contact the company. As you can imagine, working people utilize this website and don't always have time to make phone calls during the day. I understand you are selling a product and calling me is what you want to do to keep me as a customer. I have recommended CC to other people I know because it is an amazing product for those that have the time or a team member the run the site. I have a very small non-profit that helps children in foster care and all of my board members have full-time jobs. we've paid CC a lot of money for such a small non-profit and we have never used the service. I can't get the money back that we lost but I'd like an easier cancelation policy without a phone call from a salesperson, please.

 

Sincerely,

Lori Souza

Occasional Contributor

I can't contact CC by email or by chat. What happened to the good customer service we used to experience?

Occasional Contributor

I agree. It is so annoying not to be able to contact CC via email. Chat doesn't work either. Here's what the chat bot said: "We’re sorry! We’re unable to handle questions related to Account Reviews or List Reviews via chat. Please give our award winning support a call for further assistance. 

US & Canada: 866-433-8499 
UK: 0808 234 9315 
International: +01 339-222-5900 "

CTCT Employee
Status changed to: Open Questions

You are correct that we no longer have email support, however we still do have the ability to reach support via chat! Where are you looking in your account to be able to connect with us?