Bad GetResponse Experience

CDarklock · 07-28-2009, 09:28 AM

Yesterday morning, GetResponse autobilled me for another month of service.

I've been disappointed with GetResponse since their new interface. I did major software product rollouts for a living just a couple months ago, and had been doing it for almost two decades. They did it wrong. I could belabour the point at length, but it would bore you. Suffice to say that a company of this size and reputation should have done a lot better, and could have with little expense or inconvenience.

When I was autobilled, it surprised me. I didn't realise they were going to do that. I had looked in the terms of service when I signed up, and didn't see anything of that nature.

So I contacted support. Response time was slow, even though I was the only one in the queue. Once I explained the situation, support didn't respond for several minutes, then offered to cancel my account and request a refund.

This was about the best that could be expected, and I was pretty happy. Response time could have been better, but I'm not going to complain too much about that.

This morning, I received email from the billing department advising me that I needed to cancel my account two days before billing, per item 12 on the terms of service. Furthermore, I should have known I would be autobilled, and no refund would be provided. (The phrase "processed automatically" must not have translated to "billed repeatedly" when I read the terms.)

I made a somewhat regrettable response including the word "moron." It wasn't profane or abusive, but it was still rude. Can't take back an email after you hit "send," though.

It seems to me that the support department should have known this. It feels like they deliberately made an offer they couldn't honour to get me off the line.

I don't care about the $18. It's no big deal. But honestly, I expect better service. By way of comparison, about 24 hours after I signed up with AWeber, they called me on the phone to ask if I needed any help getting set up. (Okay, it was probably just to see if I gave them a legit phone number, but still.) I'm no longer happy with GetResponse customer service.

Your mileage may vary, as they say. Sometimes you just happen to get the idiots in an organisation all at once, by pure chance, and every organisation has a few idiots. But all the same, it would have cost $18 to have a happy customer... and they chose not to do it. They burned the bridge.

If you're looking to sign up with an autoresponder, I don't recommend GetResponse. I've tried very hard to give them the benefit of the doubt, and they've been very good to some of my friends, but it honestly seems like they're going down the tubes.

russellyndon · 07-28-2009, 10:21 AM

It has happening too regularly this days...

kkchoon · 07-28-2009, 11:13 AM

Try to host your own, I had been using Autoresponse Plus for 7+ months, and I love it!

They should be launching version 4 soon, this is a killer product.

Vortex · 07-28-2009, 01:36 PM

I agree with CDarklok ...

I have had all kinds of issues since they "upgraded". Of course when I say upgraded, I mean in the loosest sense of the term.

Test messages don't work anymore as it keeps reporting that there is a limit of 50 test messages a day. Condsidering it was a new newsletter I was creating and hadn't tested, thats not too good.

Also, when I did manage to get a test message, it was duplicated within itself. Basically, it was as though it had been copy and pasted twice into the body of the same email - again not too good.

Contacting "live support" didn't help either, as they admitted that they had technical issues surrounding both problems.

I've used Getresponse for years, but I think I will change to another povider, or just host an autoresponder myself.

As CDarklok says .. you would have thought they would have made a better job of the new rollout. Not enough testing done ....

Sam101 · 07-29-2009, 04:32 AM

I was not able to edit my autoresponder messages because every few seconds there would be an "autosave" which took something like 30 seconds. There is no info on how to turn off the feature. When I clicked on Live Chat I got a message that "all operators are busy and you will get an answer in something like 832 seconds" Then the chat box continued to repeat this "all operators are busy". Being fed up I came back to editing and whoa the "autosave" did not happen every few seconds!
I only hope that my messages continue to get delivered and opt-in forms keep working.
So not a very enviable experience.
What are your experiences with AWeber and what is the monthly cost? I was told it is very expensive.

garyk1968 · 07-29-2009, 04:41 AM

GR sucks at the moment, lets hope it improves...and soon!

Richnana · 07-29-2009, 10:27 AM

Not only did they auto bill me, they sent me a threatening letter in the mail. I had to call them to let them know that I no longer wanted to use their services. The phone call is another problem. You are on hold listening to their canned messages... took forever to reach a real person.

mydavis3 · 07-29-2009, 06:29 PM

I have held off from going with them for some time now and I'm glad I did. Sorry to see you guys are having problems. Its final I'm going with Aweber.

Punkaj Dube · 07-31-2009, 11:27 AM

I think Awber is better than GR in terms of delivery and customer service. Although I am not very happy with the interface.

momprenuer · 08-27-2009, 08:27 PM

I am very desapointed about Getresponse and now I know that I am not the only one. I decided to switch from ConstantContact (it was getting too pricey) and switched to "Get response" back in June.

Since Constant Contact is so easy to go around I had serious problems with "Getresponse". I emailed customer support and they never got back to me.

After several times of sending them emails to walk me through their interface. I decided to cancell the service.
Two days later I was billed for the monthly payment. I told my credit card company to dispute this charge and since then, the billing department has sent very distastefuls emails. They seems to have an efficient Billing Department but not a good tecnical support.

Now in August, after waisted 2 months without communicating with my customers , I am going back to Constantcontant. I don't recommend them. What a waste of time!

cscarpero · 08-28-2009, 01:19 PM

I guess I'm in the minority here. I actually like the new interface. Delivery seems ok on my end.

briankoz · 08-29-2009, 11:23 AM

Quote:

The phrase "processed automatically" must not have translated to "billed repeatedly" when I read the terms.

I'm not sure if I read this right, but why would you not assume that you get auto-billed based on that phrase? I read it a couple times over and it seems pretty clear that they auto-bill. Services like autoresponders, hosts, ppc/adwords, etc. are always like that. Otherwise, a lot of people would forget and they'd be down a list/website/ads/etc..

I guess I'd have to agree with the above poster and say that I've had the opposite experience 99% of the time. They've always been pretty good on support, new features, etc.. The only exception to that was for about a week or so after the new upgrade happened, there were some issues, support was overburdened, etc..

- Koz

Bayo · 08-29-2009, 05:03 PM

I've used them too for many years and while I don't particularly like the new interface AND the app is buggy I have not had any real issues at all.

Reading the stuff you guys have posted makes me think twice. Maybe I should be considering Aweber now?

I'm going to try their support process out and see what it's like.

I will drop feedback here.

Info Profit · 09-27-2009, 01:35 PM

I as well have had several issues with the new interface, but they seem genuinely interested in my input everytime I call. I really appreciate their helpfulness and plan to stick with them through the transition.

fypnlp · 09-27-2009, 02:27 PM

I had issues with get response...so I moved to traffice wave. so far so good

Charleskidd · 09-27-2009, 07:41 PM

Well hepfully they improve get response, I use aweber and its perfect.

07-28-2009, 09:28 AM	#1
CDarklock AT gmail DOT com War Room Member Join Date: May 2009 Location: Kent, WA Posts: 1,288 Thanks: 427 Thanked 580 Times in 331 Posts Social Networking Contact Info	Bad GetResponse Experience Yesterday morning, GetResponse autobilled me for another month of service. I've been disappointed with GetResponse since their new interface. I did major software product rollouts for a living just a couple months ago, and had been doing it for almost two decades. They did it wrong. I could belabour the point at length, but it would bore you. Suffice to say that a company of this size and reputation should have done a lot better, and could have with little expense or inconvenience. When I was autobilled, it surprised me. I didn't realise they were going to do that. I had looked in the terms of service when I signed up, and didn't see anything of that nature. So I contacted support. Response time was slow, even though I was the only one in the queue. Once I explained the situation, support didn't respond for several minutes, then offered to cancel my account and request a refund. This was about the best that could be expected, and I was pretty happy. Response time could have been better, but I'm not going to complain too much about that. This morning, I received email from the billing department advising me that I needed to cancel my account two days before billing, per item 12 on the terms of service. Furthermore, I should have known I would be autobilled, and no refund would be provided. (The phrase "processed automatically" must not have translated to "billed repeatedly" when I read the terms.) I made a somewhat regrettable response including the word "moron." It wasn't profane or abusive, but it was still rude. Can't take back an email after you hit "send," though. It seems to me that the support department should have known this. It feels like they deliberately made an offer they couldn't honour to get me off the line. I don't care about the $18. It's no big deal. But honestly, I expect better service. By way of comparison, about 24 hours after I signed up with AWeber, they called me on the phone to ask if I needed any help getting set up. (Okay, it was probably just to see if I gave them a legit phone number, but still.) I'm no longer happy with GetResponse customer service. Your mileage may vary, as they say. Sometimes you just happen to get the idiots in an organisation all at once, by pure chance, and every organisation has a few idiots. But all the same, it would have cost $18 to have a happy customer... and they chose not to do it. They burned the bridge. If you're looking to sign up with an autoresponder, I don't recommend GetResponse. I've tried very hard to give them the benefit of the doubt, and they've been very good to some of my friends, but it honestly seems like they're going down the tubes.
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07-28-2009, 10:21 AM	#2
russellyndon Warrior Member Join Date: Jul 2009 Posts: 1 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Bad GetResponse Experience It has happening too regularly this days...
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07-28-2009, 11:13 AM	#3
kkchoon Advanced Warrior War Room Member Join Date: Sep 2007 Location: Online World... Posts: 1,734 Thanks: 20 Thanked 230 Times in 124 Posts	Re: Bad GetResponse Experience Try to host your own, I had been using Autoresponse Plus for 7+ months, and I love it! They should be launching version 4 soon, this is a killer product.
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07-28-2009, 01:36 PM	#4
Vortex Warrior Member War Room Member Join Date: Sep 2008 Location: Manchester, England Posts: 22 Thanks: 0 Thanked 6 Times in 4 Posts	Re: Bad GetResponse Experience I agree with CDarklok ... I have had all kinds of issues since they "upgraded". Of course when I say upgraded, I mean in the loosest sense of the term. Test messages don't work anymore as it keeps reporting that there is a limit of 50 test messages a day. Condsidering it was a new newsletter I was creating and hadn't tested, thats not too good. Also, when I did manage to get a test message, it was duplicated within itself. Basically, it was as though it had been copy and pasted twice into the body of the same email - again not too good. Contacting "live support" didn't help either, as they admitted that they had technical issues surrounding both problems. I've used Getresponse for years, but I think I will change to another povider, or just host an autoresponder myself. As CDarklok says .. you would have thought they would have made a better job of the new rollout. Not enough testing done ....
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07-29-2009, 04:32 AM	#5
Sam101 HyperActive Warrior War Room Member Join Date: Feb 2009 Posts: 178 Thanks: 24 Thanked 11 Times in 7 Posts	Re: Bad GetResponse Experience I was not able to edit my autoresponder messages because every few seconds there would be an "autosave" which took something like 30 seconds. There is no info on how to turn off the feature. When I clicked on Live Chat I got a message that "all operators are busy and you will get an answer in something like 832 seconds" Then the chat box continued to repeat this "all operators are busy". Being fed up I came back to editing and whoa the "autosave" did not happen every few seconds! I only hope that my messages continue to get delivered and opt-in forms keep working. So not a very enviable experience. What are your experiences with AWeber and what is the monthly cost? I was told it is very expensive.
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07-29-2009, 04:41 AM	#6
garyk1968 HyperActive Warrior War Room Member Join Date: May 2009 Posts: 189 Thanks: 22 Thanked 10 Times in 10 Posts	Re: Bad GetResponse Experience GR sucks at the moment, lets hope it improves...and soon!
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07-29-2009, 10:27 AM	#7
Richnana Richnana Join Date: Oct 2008 Location: Sacramento, CA Posts: 88 Blog Entries: 1 Thanks: 1 Thanked 4 Times in 4 Posts	Re: Bad GetResponse Experience Not only did they auto bill me, they sent me a threatening letter in the mail. I had to call them to let them know that I no longer wanted to use their services. The phone call is another problem. You are on hold listening to their canned messages... took forever to reach a real person.

07-29-2009, 06:29 PM	#8
mydavis3 Active Warrior Join Date: Apr 2008 Location: , , USA. Posts: 33 Thanks: 2 Thanked 0 Times in 0 Posts	Re: Bad GetResponse Experience I have held off from going with them for some time now and I'm glad I did. Sorry to see you guys are having problems. Its final I'm going with Aweber.

07-31-2009, 11:27 AM	#9
Punkaj Dube Yours Truly War Room Member Join Date: Oct 2008 Location: Infront of my PC Posts: 119 Thanks: 5 Thanked 2 Times in 2 Posts Social Networking Contact Info	Re: Bad GetResponse Experience I think Awber is better than GR in terms of delivery and customer service. Although I am not very happy with the interface.

08-27-2009, 08:27 PM	#10
momprenuer Warrior Member Join Date: Aug 2009 Posts: 1 Thanks: 0 Thanked 0 Times in 0 Posts	Re: Bad GetResponse Experience I am very desapointed about Getresponse and now I know that I am not the only one. I decided to switch from ConstantContact (it was getting too pricey) and switched to "Get response" back in June. Since Constant Contact is so easy to go around I had serious problems with "Getresponse". I emailed customer support and they never got back to me. After several times of sending them emails to walk me through their interface. I decided to cancell the service. Two days later I was billed for the monthly payment. I told my credit card company to dispute this charge and since then, the billing department has sent very distastefuls emails. They seems to have an efficient Billing Department but not a good tecnical support. Now in August, after waisted 2 months without communicating with my customers , I am going back to Constantcontant. I don't recommend them. What a waste of time!

08-28-2009, 01:19 PM	#11
cscarpero HyperActive Warrior War Room Member Join Date: Apr 2006 Location: , , USA. Posts: 232 Thanks: 2 Thanked 21 Times in 16 Posts	Re: Bad GetResponse Experience I guess I'm in the minority here. I actually like the new interface. Delivery seems ok on my end.
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08-29-2009, 05:03 PM	#13
Bayo BAYO aka Mr B War Room Member Join Date: Jan 2007 Location: Chicago, IL, USA. Posts: 1,009 Thanks: 16 Thanked 39 Times in 33 Posts Social Networking Contact Info	Re: Bad GetResponse Experience I've used them too for many years and while I don't particularly like the new interface AND the app is buggy I have not had any real issues at all. Reading the stuff you guys have posted makes me think twice. Maybe I should be considering Aweber now? I'm going to try their support process out and see what it's like. I will drop feedback here.
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09-27-2009, 01:35 PM	#14
Info Profit Info Profit Warrior Join Date: Sep 2009 Location: Scottsdale, Arizona Posts: 15 Thanks: 0 Thanked 1 Time in 1 Post	Re: Bad GetResponse Experience I as well have had several issues with the new interface, but they seem genuinely interested in my input everytime I call. I really appreciate their helpfulness and plan to stick with them through the transition.

09-27-2009, 02:27 PM	#15
fypnlp HyperActive Warrior War Room Member Join Date: Jun 2009 Posts: 180 Thanks: 75 Thanked 30 Times in 15 Posts	Re: Bad GetResponse Experience I had issues with get response...so I moved to traffice wave. so far so good
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09-27-2009, 07:41 PM	#16
Charleskidd Active Warrior Join Date: Sep 2009 Location: New York Posts: 75 Thanks: 1 Thanked 0 Times in 0 Posts Social Networking	Re: Bad GetResponse Experience Well hepfully they improve get response, I use aweber and its perfect.