I have always spoken highly of Aweber and have referred numerous clients to them. I’m afraid I have to retract my recommendation of this email service provider. I just spent a good part of today & yesterday dealing with an absurd email list management issue. An email from Aweber notified my client that as of immediately, verified double opt-in will be mandatory for their entire account.
Aweber Wrongly Accuses Dietitians of Spamming
The email goes on to explain that they “have been receiving numerous complaints regarding your specific account.” I found this comment to be absolutely ridiculous. As a nutrition community run by healthcare professionals, my client has never sent out any spam. Why am I sure of this? Because I manage all of their marketing initiatives. All newsletter subscribers signup to receive nutrition tips in the form of a newsletter. Their founder is a well-respected dietitian and frequently appears on TV. Her articles are regularly published on various media such as Reuters, USAToday etc…
0.2% Complaint Rate is Too High?
Being the largest online nutrition community run by Registered Dietitians, their list is obviously a fair size. The 0.2% complaint rate (as reported by Aweber’s own reports) is hardly alarming. In hopes of quickly resolving this issue, I called Aweber as soon as I received the notice.
After speaking with 2 representatives, a tier 1 support rep and his supervisor, I realized that my call was futile. Even before I had a chance to ask questions, the supervisor cuts me off. She declared that Aweber had made double opt-in mandatory for my client’s account. This action was not going to be reversed. All this even before I found out the possible root cause of the spamming accusations!
Take It or Leave It
Throughout the call, both reps cited a specific list name as the culprit. But this list does even not belong to my client! When challenged, they quickly accused other lists instead. The supervisor then firmly stated that there is no room for negotiation and that this move was ordered by their CEO Tom Kulzer. She continued to point out that we have no choice but to accept their mandatory measure. Her tone was offensive and dictated that my client had already been sentenced and we can either take it or leave it.
Still Have No Clear Answer
Instead of trying to resolve the issue, the supervisor avoided my questions. Up until this moment, I still do not know which list is supposedly causing the issue. Of the 4 lists cited:
– 1 does not belong to my client
– two are inactive test lists with 1 member (me!) and zero broadcasts
– the last one is an active list with 0.2% complaint rate & a 1% undeliverable rate
My client is very unhappy, so am I. Aweber is obviously not interested in keeping this business relationship with a legitimate healthcare organization. So I won’t waste anymore time trying to prove our innocence.
Can anyone recommend a good email service provider? Perhaps an ESP with more professionalism. Most importantly, someone credible who is willing to work with a customer to resolve issues when they arise?