tonyalves

Anyone having problems getting answers from support at Imnica Mail?

supreme

YES! I created a ticket 2 days back and there is no response to date. Not even an acknowledgement that my issue is been looked at..

There is one Warrior who responds to most Imnica related threads and sounds like the founder of Imnica.. today I saw he was online and sent him a PM.. 1 hour later he's not responded..

It's really frustrating for me because:

1. once I create a campaign it goes to users as a blank message
2. Their Spam Score is not working giving unfounded scores, prompting that there is no subject line, replyto even when when they are there.
3. I've put my emails on each list... and it takes 6 to 12 hours to recive a campaign (i.e. the blank email)
4. They also show some stats where you have 2 unsubscriptions with ZERO openrate (how is that possible?)
5. There seems to be serious bugs eating up the system BUT worse off there are no humans to respond

What's REALLY Happening to IMNICA?

-- today is the 3rd day and I've missed on a very Key product Launch which means I have i'll have to start counting my losses this month.

Andrew Maclean

I've raised a ticket this morning, and received this email about 20 minutes later:

---
Hi Andrew,
We had a hard drive failure in our main server, which made the system run very slowly. It created a MASSIVE backlog of emails on our server, but this has now been fixed, and we are sending out as quickly as we can.
But thanks to so many emails in the queue, the email sending will take up to 36 hours to get back to normal speed.
We sincerely apologize for the inconvenience and delay.

Kind Regards,
Sagar Mehta
---

I really hope the service will get back to normal again.

-Andy

salegurus

I've been OK, no problems.
The founders a member, Richelo Killian .
Maybe send him a PM if you are not getting service
from support...

tonyalves

I sent Richelo a PM almost 24 hours ago but he has not replied yet.

When I tested one of my forms (which I do once in a while) I didn't get the confirmation email, so I logged a ticket, but this was 2 days ago.

Only today I got 2 replies, one confirming the issue that I had reported and that it was going to be reported to their tech team and the second saying about the same as the one Andrew Maclean posted above.

I did get a couple of replies in between, but the first was asking me to provide the URL of the signup form so they could test it and the second saying that they got the form and were going to test it and get back to me "immediately" but this was almost 24 hours ago.

I am in the middle of a pre-launch and knowing that nobody can subscribe is very upsetting.

cypherslock

They do know about the problem and are fixing it. Richelo doesn't "do" PMs here, which is correct as he's got tickets to reply to. Any time there has been a problem, we've gotten emails about it and it has been fixed. Living in a world of "instant" is not always the best thing.

tonyalves

I would not have started this thread if, when I logged my first ticket I had been told that Imnica Mail knew about the problem and was working on resolving it.

Believe me when I say that I didn't want to start it. Before deciding to start the thread, I sent the PM to Richelo hoping to get an answer quickly as he has done in the past.

While waiting for a reply I even "Googled" for any information regarding any issues with the service and searched the Warrior Forum as well. Only when I couldn't find any information anywhere I decided to post the thread hoping to get some answers... And I think that it worked.

I can understand that unforeseen problems can arise at any time with any businesses.

The important thing is to keep the customers aware of the situation on a timely basis.

Richelo Killian

I am just popping in here quickly to say that we have had some hardware issues, which in turn caused mail to be severely backed up. We're STILL catching up from the failure 3 days ago.

We wanted to send an email informing everyone, but, that would have just caused additional backlog, as well as take ages to be delivered.

Posting on Twitter and FaceBook does not do much, as we have to few customers following us on there.

Once we have the issue sorted, we WILL find a reliable way of letting customers know of issues.

As for response times on tickets ... I know this sucks, but, do bare in mind that we are not 24 x 7, and we're not in the US. We DO cover a LARGE part of the day during the week though, but, during times of crisis, our response times do tend to drop a bit, and I cannot apologize enough for that.

Not only are we fixing this issue as quickly as we can, but, I have already pulled out my checkbook for MORE hardware to help prevent this from happening in the future.

tonyalves

Thank you for taking the time to post the update.

I know how difficult it can be to find time to do anything when faced with a crisis.

Just a small request... Will you mind coming back here when everything is back to normal to let us know?

I am sure that everyone would appreciate it.

I know I will

Blase

This is just my thoughts, I am not bitching
or screaming so chill and take it for what it's worth.

I have been a customer for over a year.
I purchased a one year membership last July.
I purchased a lifetime membership this July.

I have had problems, but they have always been taken care of.
I know Imnica is a start up company.
I see the improvements.
I know I am getting a great deal.
But here is the kicker...

If you call yourself a marketer you must know
there are 3 things you can provide with
a product or service.

1. Quality
2. Service
3. Price

AND YOU CAN ONLY GET TWO OUT OF THE THREE.

Imnica has the PRICE and the Quality I am sure they
would be happy to charge a lot more per month
and hire support staff to answer all of the questions they get,
but are you willing to pay for it? But then there are already
autoresponder companies doing that, isn't there?

Richelo Killian

All slow sending issues has now been 100% resolved.

Please read this for full details: Imnica Mail

tonyalves

Thank you for coming back here and updating us.

I just tested signing up for one of my lists and got the confirmation email instantly.

Again, thanks.

stephabel

May I suggest you refer to your site as "imnicamail" or "imnicamail.com" as imnica.com seems to be completely different and got me spinning foe a few days...

Sam Sinopoli

Unfortunately, this issue of emails either not going out or being discarded by gmail is still happening. I joined imnica mail today and was setting up a campaign and I sent the test email 3 times to myself at a gmail address and none of them ever arrived. I have put in a ticket and I hope to get a response.

I know the price is terrific with imnica, but if the emails can't get through the price doesn't matter.

Patricia Sphar

You can thank Google for the difficulty in emails getting through. Google has begun filtering mails originating from gmail accounts into peoples' spam folders. As usual, Google is screwing things up for marketers of any stripe. Many IM marketers are sending emails from their domain accounts instead. I checked my domain/email info on my host/server and it looks pretty complicated.... Thanks a lot, Google!

blog

Even mail I recieved from Imnicamail suppprt land on my Spam box....How good is Imnicamail?

Richelo Killian

Support email is not sent from our servers. It's sent from help desk server, which is totally separate from our main sending infrastructure.

tonyalves

I am happy with their service even though they had two major issues since I signed-up with them.

However, both issues were related to "Growing pains" which I think is normal for most new services, but both times they resolved the issues relatively quickly.

As for email delivery, what I can tell you is that I had open rates of up to 70% in some of my email campaigns. This I believe indicates that most if not all emails are being delivered to the recipients" inboxes.

Disclaimer: My email lists are still quite small which might account for the high open rates. Also, I was not asked by anyone to place this post.

I hope that this answers your question.

To your success,

Tony Alves

tangosdad

I'm getting answers from support, just not the answers I want to hear. Emails from their server, autoresponder included are going straight into spam folders. They tell me I need to add them to address book in gmail for example. Uh... I don't believe my prospects are going to take the time to do that ahead of time. Right now, I'm not a happy camper.

RozFruchtman

Hi Richelo:

Is that why I have two different Passwords? One for each server? Took me more time than I would like to admit to figure out why I could not log in until I watched a video you had on YouTube with an intro to ImnicaMail. Each time I got a new password it worked for that session and when I came back it did not recognize me.

I got it figured out now... There are two different passwords. One for Support - IF you go into support without logging into the main system. Then another password for my main account, where you set up the campaigns.

I will say, me as a person NEVER using an Auto Responder service is having a great deal of trouble. I'm giving myself up until my next billing which is in a few days to see if I can figure out the service. If not, I am UNHAPPY to say I will have to leave. I had BIG plans for this as the amount of subscribers for the price is QUITE GENEROUS. I'm having problems with the help tutorials NOT having voice. As someone new, and NEVER even creating an auto responder campaign I am lost.

Roz Fruchtman
Say It With eCards

vivi62

The question is if this isnt resolved quickly how many customers will they lose,I am giving it one more try then I will have to make alternative arrangements.
Regards
vivi62