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Re: Autoresponder not working as designed

Occasional Contributor

Re: Autoresponder not working as designed

How many bugs are in this AutoResponder?  Currently, the problem is that when you edit or reschedule any of your emails, it shuts down. They have to re-launch it from Customer Support, but then everyone gets ALL your emails all over again.  C/S told me that they could not promise when it was going to be fixed!  Now I read that the A/R has been having prpblems since 2014?

10 REPLIES 10
Moderator

Re: Autoresponder not working as designed

Hello @CarolA23. I'm so sorry that you are experiencing issues with our Autoresponder feature.

 

As stated in our FAQs, if you edit the send time of an email or deactivate an email in an Autoresponder that is already activated, the existing contacts who are queued to receive that email will be dropped from the Autoresponder Series. The queued contact can be removed from the list and added back, but they will start the Autoresponder Series from the beginning. There isn't a way for a contact to start receiving Autoresponder emails from the middle of the series.

 

I do see that you have worked with our Support team about this issue with your Autoresponders and you will be contacted by our Engineering team whenever there is an update or resolution. 


Caitlin M.
Community & Social Media Support

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Occasional Contributor

Re: Autoresponder not working as designed

WOW! That's crazy! I just paid $550 to get only 13 contacts with the new Adlauncher program and now they can't get my emails?

 

So please clarify...are you saying ANY email I deactivate, then reactivate will drop subscribers, but only if they have not received that email yet?
Or only if they are currently scheduled that same day?
Or even if they have already received that email?

There should be something in the header of the Autoresponder page stating that as a CAUTION! People generally don't look at FAQs until they have problem, but then it's too late. 

So what is the point of an autoresponder, if you can't edit emails as you go?
It seems like a better option to just to create a list of emails and schedule them every couple of days and add a contact list for the email to go to. That way it seems that I can still edit and reschedule all the emails I want.  I don't know if a new contact on that list would get them, but I would know that all my current contacts would. 

By the way, I just checked my Autoresponder and the one person who has been going through my A/R emails is still receiving them, even though I have totally revised the A/R emails in the list. EVERYONE of them!  I figure if she drops off, I can add her to the email she was supposed to receive, then resend it.  So not sure why she is still receiving them!   Tell me please if I'm not thinking accurately about all this.


In my opinion, Constant Contact needs to do the following:
1.) Figure out how to resolve this silly glitch in the system, no matter what it takes;
2.) Offer a work-around, maybe like the one I'm trying, which still isn't good because your sign up list can't be used, once you schedule the first email and it wouldh ave to be rescheduled over and over;
3.) Allow A/R emails to be copied to the regular email list easily so we can finish sending emails to those who were dropped;
4.) Finally, add a big CAUTION at the top of the A/R page stating the above.

Thanks!

Moderator

Re: Autoresponder not working as designed

Hello @CarolA23. I am going to reach out to you via e-mail with more information about this issue that you are experiencing with Autoresponders. Please check the inbox of the contact email on your account. Thank you.


Caitlin M.
Community & Social Media Support

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Occasional Contributor

Re: Autoresponder not working as designed

P.S. I had received an email from Support saying hte Autoresponder was FIXED.

Here is the email:

 

It’s come to our attention that all Autoresponder emails stopped working between 8/18 – 8/31. All newly added subscribers did not receive any emails during this time, and any subscribers already queued to receive a series did not receive their scheduled emails.

"The issue was fixed on 8/31 and all Autoresponders will resume and work as intended going forward.

 

So it appeared that the WHOLE problem was fixed, but from what you are telling me, it was only turned back on, not exactly "FIXED." Unless the intentino of hte A/R initially was to stop sending to people when I updated or edited an email.  Inevitably our A/R emails will need to have both done., so this is a huge problem!

 

I also don't remember if Imentioned this before, but a subscriber who had been added on 8/4, never showed up on my contact list until 9/1, when she started receiving emails - it showed her signing up on 8/4, but my contact list was empty until 9/1.  That was pretty odd. If she subscribed on 8/4, why did she not receive anything prior to the A/R stopping? Then did when it was "fixed"?  Maybe there is also a problem with the Sign-up list programming?

Highlighted
Moderator

Re: Autoresponder not working as designed

Hi @CarolA23. Yes, we did have an issue with Autoresponder emails being sent out between 8/18-8/31. While the issue has been "fixed" going forward, your contacts would not have received your Autoresponder emails during that time. I still would like to have a member of our Autoresponder team speak with you directly about your Autoresponders so you can understand more about what happened. If you did not recieve the email that we had sent to the contact email on your account, please let us know and we can resend it.

 

In response to your question about your contact, I do see them signing up on August 8th and them receiving the first email in the series on September 1st. When you were setting up the Autoresponder, was she already on the list that you selected to start receiving this series? If she already existed on the list, then she would not have received the first email unless she was taken off of the list then put back on. This is also something that our Autoresponder team can discuss in depth with you as well.


Caitlin M.
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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Occasional Contributor

Re: Autoresponder not working as designed

Yes, I would appreciate being able to talk to the team, as I have specific question about what I can and cannot do without breaking it again.

 

And yes, I did get that email, as I mentioned in my last message. I quoted what it said and that it said the Autoresponder was "fixed" and working as it was intended. So I thought it meant REALLY FIXED. Apparently, when they said "fixed" they only meant TURNED BACK ON and I can't imagine that it was INTENDED to stop sending AUTORESPONDER emails when they are edited or rescheduled!

 

If the current A/R tech team can't figure out how to program it so that people are not completely removed from the system when something is edited or rescheduled, then I think they need to find some specialist outside the current team who can figure it out. This is too big of a problem caused by a norma and common issue. People HAVE to edit and update their emails in an Autoresponder.   It's an especially BIG problem when Constant Contact has contracted with AdLauncher for our Facebook marketing campaigns, and we are paying $250-500 for ads to get leads signed up with an Autoresponder that isn't functioning on all 4 cylindars! 

 

It's just ALL pretty unbelievable!  And so far, nobody from Constant Contact has apologized for this ongoing problem!

 

Yes, please have the Autoresponder team contact me.

Moderator

Re: Autoresponder not working as designed

Hello @CarolA23. I do sincerely apologize for any frustration and confusion that you are experiencing with our Autoresponder product. I'm not sure if you received the email that I had sent to you on Wednesday so I will ask that you send us an email with your contact information and the best time to reach you to social_support(at)constantcontact(dot)com. I will then send that information over to our Autoresponder support team.

 

For the issue with your individual contact, I see that she did use your sign-up form that allows your contacts to choose from two separate lists. Do you remember what list she should have been on when she signed up at the beginning of August? It shows her on two lists now but unfortunately, we don't keep a record of when contacts are added to a particular list so this is why I'm asking. 

 

I also see that you said you tested your welcome email with your own email addresses and did not receive them. Were those two addresses already in your account at one point as a contact? Even if you delete an email address and sign back up using that address, our system recognizes that this address already existed at one point in your account and will not send out a welcome email. That's why you received the welcome email when you signed up using that new email address. 


Caitlin M.
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.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
Honored Contributor

Re: Autoresponder not working as designed

Why wasn't a notice sent out to all customers alerting them of this fact.

 

I use it for one of my clients to send out satisfaction surveys and had no idea a part of your product that we use wasn't available.

 

 

Why would you hide that from your customers?    Thats just not the right way to treat customers.

Occasional Contributor

Re: Autoresponder not working as designed

~ Yes, I did receive your email, saying you were going to email me, but I never received that one.

 

~ Yes, I saw that she had signed up on my general SINGLES list, but that is not the A/R list. She signed up for my A/R list on Aug. 4, the same day she signed up for the general Singles list. She did not show up as a Contact on that list until Sept 1, when she started receiving the A/R emails.

 

~ Yes, I already understood why I didn't receive a Welcome email. That's why I signed up again with a new email and got the Welcome Letter, but nothing else. I understand it was likely a result of my completely overhauling the emails in that A/R Series, after I got the email from C/C saying it was "FIXED."  I still have no clue why the one subscriber is getting all her A/R emails on schedule, in spite of my editing the Series.

 

~ I will send a response to the last email you sent asking for the A/R team to contact me.

Thanks!