Tag: complaints

Dealing with complaints

There are a lot of people who abuse online services and use online services to abuse and harass other people. But handling complaints and handling the abuse are often afterthoughts for many new companies. They don’t think about how to accept and process complaints until they show up. Nor do they think about how bad […]

1 Comment

Why complain now?

There’s a concert promoter in London that’s been spamming me for years and years. Most of the time my spam filters take care of it and I never see their mail. Every once in a while, though, one of emails gets through and ends up in my inbox. Usually I move it to junk, curse […]

No Comments

Letters to the abuse desk

Ben over at Mailchimp has shared some of the mail that comes into the mailchimp abuse desk. It’s a post well worth a read. One of the things that leaped out at me during that post is that the positive emails highlight how much the Mailchimp delivery and compliance people help their users get good […]


Comments on Holomaxx post

I’m putting together a longer analysis of the Holomaxx case that will look at the claims against the various defendants. There’s some deep mis-understanding of how various things works (hint: wiretapping? not so much). There was one comment from “The Other Barry” about complaints that I think bears highlighting. Silly people.  High complaints means filters […]

No Comments

The myth of the low complaint rate

I have been reading the complaints filed by Holomaxx and will have some analysis and information about them probably Monday or Tuesday next week. I’ve been keeping an eye on the press and something that Ken Magill said caught my eye. Specifically, HolomaXx alleges, its Microsoft complaint rates have been consistently at or below 0.5 […]


How not to build a mailing list

I mentioned yesterday one of the major political blogs launched their mailing list yesterday. I pointed out a number of things they did that may cause problems. Today, I discovered another problem. This particular blog has been around for a long time, probably close to 10 years. It allows anyone to join and create their […]

1 Comment

Email and politics

I occasionally consult for activists using email. Their needs and requirements are a little different from email marketers. Sure, the requirements for email delivery are the same: relevant and engaging mail to people who requested it. But there are complicating issues that most marketers don’t necessarily have to deal with. Activist groups are attractive targets […]

No Comments

Should you respond to complaints

David Spinks asks on twitter: Should you ever contact someone who made an abuse complaint about your newsletter to find out why My answer was: It depends, but it’s too complicated to explain in 140 characters. I don’t suggest responding to people who hit the “this is spam” button as a way of complaining. FBLs […]

No Comments

The rules of delivery success

Senders with delivery problems ask about “the rules.” “Just tell us what the rules are!” “If the ISPs would just tell us what to do we’d do it!” There is only one rule anyone needs to pay attention to for good mail delivery: Respect the recipient. Not good enough for you? Want more specific rules? […]

1 Comment

Is it really permission?

There’s a great post over on the AOL Postmaster blog talking about sending wanted mail versus sending mail to people who have <a href=”>grudgingly given permission to receive it. Engagement comes when users REQUEST mail, not just concede to receive it. […] Bottom line… Permission isn’t enough. Our best practices document says “Ensure that you […]

1 Comment