I just hung up with CC customer service and have to say I am completely astonished at my conversation. This past week we had 2 occasions when our work on a new email campaigns was not saved properly. We called in the first instance and were told then they were sorry but there must have a been a glitch and we considered it one of those unfortunate things but we lost time and had to recreate out work. However, this am it impacted our customers as we sent out an email to our customer with paid content, saved it, previewed it, tested it....it was all fine. The email went out and we started getting emails saying "Hey you sent us the wrong content". When we went and looked, we were stunned to see they were right. The updated content/document links on the template were not saved, even though the preview and test email made it appear as though it had. We did our quality control and had no reason to question it would not go out correctly. I immediately called Cust Service and told them what had happened for now the 2nd time this week and they very quickly knew the issue. "oh that is just because if you copy a template more than a few times, the code become corrupted and it won't save properly. Try creating a new template instead!" I was astonished by this response. If customer service knows this is an issue, why CC is not sharing this with their customers is beyond comprehension. This is a significant issue, causing lost hours (which no small business can afford) or worse emails that go out incorrectly as was the case with us this am. The rep knew within seconds of me telling her what happened and even mentions it happens frequently to people. A simple pop up when you go to copy a template would prevent these issues easily. I find it very disappointing that customer service is sitting with this information and no one at CC is sharing it with their paying customers. Instead, they wait for us to call in after we have a problem. I came to Constant Contact due to their reputation for great customer service and focus on helping small businesses. This experience is not in line with either.
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