26 {{ upvoteCount | shortNum }}
26 {{ upvoteCount | shortNum }}

GetResponse now ignores your custom confirmation page!

by AuthenticFX
22 replies
Had a chat session with Chris from GetResponse. I noticed that my confirmation pages are now going to THEIR default confirmation page, with a link right down the bottom to my own. I was rather heated in my response to this - as far as I am aware - totally unannounced change.

What do others think of this? It's supposed to be for the purpose of avoiding abuse, but they've rolled it out to absolutely every account without regard to complaint history etc.

On a separate note, don't you just love it when these companies end their chat session with "Have a Great Day", even though they've just left you fuming!

Oh I don't know, maybe I'm taking it all too seriously today...

Erron
#confirmation #custom #getresponse #ignores #page
  • Profile picture of the author fulfilledlife
    Are you using their built in forms or your custom forms?
    Signature

    Try not to become a man of success, but rather try to become a man of value - Albert Einstein

    {{ DiscussionBoard.errors[9720657].message }}
    • Profile picture of the author AuthenticFX
      Originally Posted by fulfilledlife View Post

      Are you using their built in forms or your custom forms?
      - Their built in forms, that's what I meant by the default GetResponse form.
      {{ DiscussionBoard.errors[9720726].message }}
  • Profile picture of the author abbyhartz
    Hi Erron,

    I'm very sorry for the inconvenience, I understand how frustrating and confusing such an abrupt change would have felt.

    Indeed such a setting change is huge for your business -- and I'm very sorry this wasn't explicitly expressed. Our security team has been increasing some of our settings, as they have seen abuse from some customers with these custom settings -- not at all referring that you are abusing, but it was done to help ensure those who were abusing such settings may no longer do so automatically.

    Again I understand the confusion and frustration caused, and I do apologize.
    {{ DiscussionBoard.errors[9720685].message }}
    • Profile picture of the author AuthenticFX
      Don't apologise Abby, just fix it.

      >Our security team has been increasing some of our settings, as they have seen abuse from some customers with these custom settings -- not at all referring that you are abusing, but it was done to help ensure those who were abusing such settings may no longer do so automatically.

      - Brilliant. So every time someone finds a way to rort your system, all the rest are made to pay for it as well.

      Not good enough...
      {{ DiscussionBoard.errors[9720724].message }}
  • Profile picture of the author BrianMcLeod
    Abby, you're much more pleasant to look at than Jim Ducharme. (Zing!)

    Just kidding... Jim's a friend. (Hoping he has a Google Alert for his name...)

    May I make a suggestion?

    Your current notification:

    As a privacy reassurance, your subscribers will always see the GetResponse "Thank You For Subscribing" page. If you provide a Custom URL above, subscribers will be presented with a button that takes them to your page.
    Leaves uncertainty whether or not this applies to both single and confirmed optin subscribers.

    Perhaps change the wording to:

    As a privacy reassurance, your confirmed optin subscribers will always see the GetResponse "Thank You For Subscribing" page. If you provide a Custom URL above, subscribers will be presented with a button that takes them to your page.
    And an additional statement that:

    "Single optin subscribers will continue to be redirected to the Thank You Page set in your Web Forms"
    Signature
    Brian McLeod
    {{ DiscussionBoard.errors[9720715].message }}
    • Profile picture of the author AuthenticFX
      Brian, I don't think that's a solution at all. There has to be a better one. What you're suggesting is to encourage single optin, which is not the solution a lot of us want, and only creates the problem for GetResponse of further encouraging floods of spam and incorrect emails, with the resultant wastage in bounce rate.

      Erron
      {{ DiscussionBoard.errors[9720735].message }}
      • Profile picture of the author BrianMcLeod
        Originally Posted by AuthenticFX View Post

        Brian, I don't think that's a solution at all. There has to be a better one. What you're suggesting is to encourage single optin, which is not the solution a lot of us want, and only creates the problem for GetResponse of further encouraging floods of spam and incorrect emails, with the resultant wastage in bounce rate.

        Erron
        I understand your point (and largely agree with you).

        AND the phrasing needs to be more clear about the change that is already here.

        I use both single and confirmed optin in GR and don't like the change any more than you do.

        Confusion only compounds the problem further.
        Signature
        Brian McLeod
        {{ DiscussionBoard.errors[9720743].message }}
  • Profile picture of the author abbyhartz
    Hey Brian,

    First, haha!

    Second -- those are awesome points and suggestions. Passing on to our team now!
    {{ DiscussionBoard.errors[9720757].message }}
  • Profile picture of the author abbyhartz
    I understand everyone's point, and thank you for the feedback. All is being communicated to our teams for consideration.
    {{ DiscussionBoard.errors[9720759].message }}
  • Profile picture of the author Terrance01
    I for one am impressed that Getresponse has someone standing by to answer questions and address concerns.

    Way to go Getresponse and Abby.

    To your Success,
    -Terrance
    {{ DiscussionBoard.errors[9721048].message }}
    • Profile picture of the author abbyhartz
      Thanks, Terrance! We totally understand the concern, and I hope to be here to follow up with more info soon. I'll continue to be on the look out for any ways I could help with any questions regarding GetResponse or email marketing in general.
      {{ DiscussionBoard.errors[9721097].message }}
  • Profile picture of the author abbyhartz
    I wanted to update this thread and let you know that our team has decided to revert the recent change of the custom confirmation page back to its original state. There are to be no extra steps after the subscriber confirms subscription, they will see the custom confirmation URL (if there is one set) automatically and immediately.

    Again we are truly sorry for the inconvenience this caused you, and the feedback from our customers led our management teams to decide to revert it back to its original state and work on alternative methods to combat any abuse of this feature.

    Thank you for sticking with us!
    {{ DiscussionBoard.errors[9731609].message }}
    • Profile picture of the author nizamkhan
      Originally Posted by abbyhartz View Post

      I wanted to update this thread and let you know that our team has decided to revert the recent change of the custom confirmation page back to its original state. There are to be no extra steps after the subscriber confirms subscription, they will see the custom confirmation URL (if there is one set) automatically and immediately.

      Again we are truly sorry for the inconvenience this caused you, and the feedback from our customers led our management teams to decide to revert it back to its original state and work on alternative methods to combat any abuse of this feature.

      Thank you for sticking with us!
      Much relieved after knowing this update. It's great to know that the final decision was made in favor of the customers, rather than those few who abuse the system/feature. As a customer, I truly appreciate it. Thanks to Abby and GetResponse team
      Signature
      [FREE DOWNLOAD] My list of 101 FREE Tools and Services for Online Marketers!
      {{ DiscussionBoard.errors[9749944].message }}
  • Profile picture of the author AuthenticFX
    Thank you, Abby.

    Erron
    {{ DiscussionBoard.errors[9732857].message }}
    • Profile picture of the author abbyhartz
      Originally Posted by AuthenticFX View Post

      Thank you, Abby.

      Erron
      My pleasure, Erron. Thanks for sticking it out with us, truly, and thank you for giving us the chance to discuss it here.
      {{ DiscussionBoard.errors[9733105].message }}
      • Profile picture of the author Jezreel Pigott
        Wow, well I have to say Abby you guys have some seriously awesome customer support. To have intercepted this discussion before it got out of control with angry complaints and not only diffused the situation cool and calmly but also LISTENED to your customer and chose to act in their best interest. I can't tell you how refreshing that is. Great Job!
        {{ DiscussionBoard.errors[9733472].message }}
        • Profile picture of the author abbyhartz
          Originally Posted by LeadGenContent View Post

          Wow, well I have to say Abby you guys have some seriously awesome customer support. To have intercepted this discussion before it got out of control with angry complaints and not only diffused the situation cool and calmly but also LISTENED to your customer and chose to act in their best interest. I can't tell you how refreshing that is. Great Job!
          Thank you! That's great to hear!
          {{ DiscussionBoard.errors[9734722].message }}
  • Profile picture of the author fulfilledlife
    That's good news!

    Abby thanks for keeping us updated.
    Signature

    Try not to become a man of success, but rather try to become a man of value - Albert Einstein

    {{ DiscussionBoard.errors[9733539].message }}
  • Profile picture of the author accactg
    Great share Erron and Thanks for solution Abby!!!
    Please keep it up...
    Signature

    All About Wireless Accessories For Everyday Use: Specs, Reviews, and Opinions
    Pluglesstech

    {{ DiscussionBoard.errors[9734237].message }}
  • Profile picture of the author kuku
    It's nice that Abby is here to "confess" (after the "hit"), but I don't think it makes it any better.
    I think the managers of Abby could do better (no offense meant!). The attitude is simply wrong.

    1. Why do we have to suffer for others' mistakes? We don't. But that's less problematic than the next one.

    2. Ok, you had to shut down a feature. Understandable. Why hide it? Why not let us know about it? Don't tell me you couldn't reach me. You abandoned us on the field by hiding it from us. That's the worse decision you could take (I refer to you, the manager(s) in charge).

    Finally, I'm not sure it's not gonna happen again, and I only ask for one thing:
    As soon as you shut down a feature or change it - let me know. I'll do my stuff to deal with it at that time. That's all.

    P.S
    I feel you (GetResponse) make a lot of effort to provide the best and that you're indeed interested in my business. Don't throw it away with such events (referring to point #2).
    {{ DiscussionBoard.errors[9734251].message }}
    • Profile picture of the author OTrap
      Originally Posted by kuku View Post

      1. Why do we have to suffer for others' mistakes? We don't. But that's less problematic than the next one.
      This does imply that they recognized this as significant suffering for the marketers on the up-and-up. I don't think we can necessarily make that claim, and as such, I'd give them the benefit of the doubt here.

      Originally Posted by kuku View Post

      2. Ok, you had to shut down a feature. Understandable. Why hide it? Why not let us know about it? Don't tell me you couldn't reach me. You abandoned us on the field by hiding it from us. That's the worse decision you could take (I refer to you, the manager(s) in charge).
      I do agree that this is a problem. Open disclosure and clear communication are key in a business relationship, and this might have been the biggest ball-drop of this situation.

      Originally Posted by kuku View Post

      Finally, I'm not sure it's not gonna happen again, and I only ask for one thing:
      As soon as you shut down a feature or change it - let me know. I'll do my stuff to deal with it at that time. That's all.
      This isn't an unreasonable expectation, I don't think. I'd wait to make sure it doesn't become a pattern before doing anything rash.
      {{ DiscussionBoard.errors[9734468].message }}
    • Profile picture of the author abbyhartz
      Originally Posted by kuku View Post

      It's nice that Abby is here to "confess" (after the "hit"), but I don't think it makes it any better.
      I think the managers of Abby could do better (no offense meant!). The attitude is simply wrong.

      1. Why do we have to suffer for others' mistakes? We don't. But that's less problematic than the next one.

      2. Ok, you had to shut down a feature. Understandable. Why hide it? Why not let us know about it? Don't tell me you couldn't reach me. You abandoned us on the field by hiding it from us. That's the worse decision you could take (I refer to you, the manager(s) in charge).

      Finally, I'm not sure it's not gonna happen again, and I only ask for one thing:
      As soon as you shut down a feature or change it - let me know. I'll do my stuff to deal with it at that time. That's all.

      P.S
      I feel you (GetResponse) make a lot of effort to provide the best and that you're indeed interested in my business. Don't throw it away with such events (referring to point #2).
      I totally understand your points, however it was never the intention to punish all GetResponse customers for the abuse of a few. The teams were under pressure to work quickly to try and combat the problem, wanting to ensure that the delivery of confirmation messages were not negatively affected. The abrupt change was sparked by the irregularly high amount of “unwanted” confirmation messages, sent by people counting on clicks redirecting to damaging and abusive websites.

      Indeed in the haste, customers were not directly notified of the change, and for this we apologize, and understand the trouble that caused. Afterward, taking all of the feedback into consideration, and seeing how it affected our customers, the management teams decided to revert the change and work on alternative methods to combat this problem.

      It has been well communicated the necessity to inform customers before such changes are to occur, and I have every belief that this is how future changes will be handled.

      I thank you all for allowing me in this space to help explain GetResponse changes, updates, and answer any questions.
      {{ DiscussionBoard.errors[9734713].message }}

Trending Topics