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Breaking through the script

In handling day to day issues I use the ISP designated channels. This means I frequently get dragged into long conversations with people, probably outsourced to the far east, who can do nothing beyond send me a boilerplate.
This can be a frustrating experience when the issue you’re trying to deal with is not handled by the script. Generally, by the time someone has come to me for help, they are “off script” and I do need to actually talk to a human to get resolution.
With Hotmail, I’ve found that persistent repeating of very simple phrases will eventually get the issue kicked up to someone who can respond with something beyond another boilerplate. This can take days, but it is possible.
I’ve recently run into a Yahoo issue where I am trying to punch through the script, but have so far been unable to.
One of the services Word to the Wise offers is whitelisting. I collect info from customers, verify that what they’re doing will get them whitelisted at the ISPs that offer it, and then submit the information to the ISPs. Yahoo has recently moved to an online submission form for their whitelisting process, which is great for me. No more creating a giant document and then cutting and pasting the document into an email and then mailing it off.
The problem is, there seems to be a minor problem with the Yahoo Whitelisting submission form. When submitting an online application to Yahoo, they respond with a message that says “this application is not complete.”
I’ve been attempting to break through the script in order to find out what about the application is not complete. The webform has data checking, and you cannot submit a form while leaving any of the questions blank. Asking “what is wrong” when the application is kicked back has resulted in me having multiple copies of the whitelisting submission form.
It’s gotten so frustrating that I’ve escalated to personal contacts, but they can’t explain what’s not complete about the application as submitted online, either.
Has anyone had any success breaking through the Yahoo script? Has anyone managed to get IP addresses whitelisted through Yahoo using the online form?

5 comments

  1. Jared says

    YES! Thank you, another person having problems with Yahoo. I thought I was the only one. We used to be able to get through their whitelisting process quite consistantly, but we haven’t been able to get it to work for 6ish months now. Are they officially taking new requests for their whitelist? I thought they were moving to work with return path

  2. Andy says

    Dealing with the bigger mailing services is at least something which is manageable.
    It is far more involved and perhaps delicate to resolve situations with individual companies that have black listed a client.

  3. Carlo says

    This despite the recent update to the Yahoo! Whitelist form at http://postmaster.yahoo.com/bulkv2.html?

  4. laura says

    AhHA! That’s not a link I had, I was using the other, older one.
    I’ll try it today and get back to you.
    Thanks!

  5. Personal Contacts at ISPs: Part 2 at Word to the Wise says

    […] talked quite a bit recently about working with ISPs and personal contacts. Today I have an example of what not […]

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