Yahoo Support - Final straw
Jan. 25th, 2006 01:56 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
zahrynI've reached the end of my tether...I have been having the same problem for the past 6 months or so. Everytime I send information in response to a request from a potential client with a yahoo.com address, the email I send them is automagically sorted into the recipients bulk folder and deleted. This is a big problem when the majority of the requests I receive ask for an email response with pricing and service examples, it's really causing me a headache.
I refuse to do the obvious and ask these people to put my email address in their addressbook for what is (oftentimes) a single request and never goes further than that. I checked out everything I could find on solicited information on the Yahoo support website and finally discovered a piece that instructed me to send a copy of the information to the abuse address so they could review it and then remove our company from the spam filter.
I wrote to the abuse address 3 months ago, explained my problem briefly, forwarded one of my emails with attached information and requested a review. 2 weeks later I realised I hadn't had a response, so I forwarded my original email back to the same address requesting an update.
I got a response almost right away, with a case number in the subject that said "It is not immediately clear what assistance you are requesting, pleas reply to this email with full details of the issue you are experiencing" it was signed "Adam."
'Fair enough' I thought, I was't particularly long-winded when I wrote the first time, only outlining the bare bones of the problem. I replied to that email and cut-n-pasted my original documentation into the reply. I went into great detail about exactly what was happening and why it was a problem, then sent it back to 'Adam.'
One week later I wrote again requesting an update, again forwarding the message I had sent back to Adam. I got another reponse back right away, same case number in the subject saying "We're sorry, but the email you forwarded to us does not contain all of the headers of the original email, without the full headers we will be unable to process your request for information." It then had an automated part giving me chapter and verse on how to find and copy the message headers. This one was signed "Chris"
I got right to it, copied all of the headers, Adam's orginal response, and the most recent communication into my reply. Another week went by, still nothing, I emailed again, this time addressed to both Adam and Chris, same case number in the subject, asking for an update. That afternoon I got another email, this time from 'Josh' and with a different case number in the subject saying "We're sorry, but the email you forwarded to us does not contain all of the headers of the original email........"
I was fairly spitting by this time, wrote back to Josh, Adam & Chris, both case numbers in the subject line, again stating my request, copying all appropriate headers and text into my reply re-stating that really I wasn't trying to be trouble, all I wanted was to have my company removed from their spam list/blocker, whatever. I put all my contact information at the bottom with a note that if anything I had written was unclear or didn't make sense I would appreciate them giving me a ring and I would explain it all to them.
Last week I got a response from "Jeff," a different case number in the subject line yet again, saying that they were "looking at the information I had sent and would be in touch soon." The following day I got another reply from Jeff with the 3rd case number in the subject line saying "We have reviewed the information you sent, and at this time we are unable to investigate your report of abuse due to the lack of any headers in the email you forwarded to us" and if I wanted them to be able to investigate more fully, I could follow the same damn instructions again to copy all the headers into my message.
In my defence, I was having a bad day already, but my response (to Jeff, Josh, Adam and Chris, with all 3 case numbers in the subject line) began "You people are sucking the life right out of me, Why are you making this so difficult?..." and then I briefly, but concisely re-capped everything that had so far happened, whilst attaching all of my previous correspondance with them, headers and all, to the email.
Everything went very quiet for the next week until today. This morning I got a reply from "Michelle"
saying that if my company was being blocked by the Yahoo spam filter/list/blocker/whatever, there was really nothing to be done about it, since the only reason we would even be in that filter was if someone had marked my email spam and reported it to Yahoo. She then went on to say that if I wanted to have the recipients add my address to their addressbook it would prevent my emails being 'bulked.'
*Grrr* but at least I finally had a sensible response, even if it wasn't the one I wanted. I spent all morning setting up a complicated database in Startel to log my information requests and which ones were sent to yahoo.com email addresses, now it'll flag all of those so I can call them the following morning and ask them to check their bulk folder for my information. I wrote back to Michelle, thanking her for her help and telling her she could close all 3 cases, I didn't need anything else.
This afternoon, I got home, set-up my laptop, linked to my work email and started the download of information requests.
Three of them were feedback requests from Yahoo Abuse...for all 3 case numbers, asking for my input on the handling of my help request.
I can't help but laugh. I think I'd better not reply.
Z xx
I refuse to do the obvious and ask these people to put my email address in their addressbook for what is (oftentimes) a single request and never goes further than that. I checked out everything I could find on solicited information on the Yahoo support website and finally discovered a piece that instructed me to send a copy of the information to the abuse address so they could review it and then remove our company from the spam filter.
I wrote to the abuse address 3 months ago, explained my problem briefly, forwarded one of my emails with attached information and requested a review. 2 weeks later I realised I hadn't had a response, so I forwarded my original email back to the same address requesting an update.
I got a response almost right away, with a case number in the subject that said "It is not immediately clear what assistance you are requesting, pleas reply to this email with full details of the issue you are experiencing" it was signed "Adam."
'Fair enough' I thought, I was't particularly long-winded when I wrote the first time, only outlining the bare bones of the problem. I replied to that email and cut-n-pasted my original documentation into the reply. I went into great detail about exactly what was happening and why it was a problem, then sent it back to 'Adam.'
One week later I wrote again requesting an update, again forwarding the message I had sent back to Adam. I got another reponse back right away, same case number in the subject saying "We're sorry, but the email you forwarded to us does not contain all of the headers of the original email, without the full headers we will be unable to process your request for information." It then had an automated part giving me chapter and verse on how to find and copy the message headers. This one was signed "Chris"
I got right to it, copied all of the headers, Adam's orginal response, and the most recent communication into my reply. Another week went by, still nothing, I emailed again, this time addressed to both Adam and Chris, same case number in the subject, asking for an update. That afternoon I got another email, this time from 'Josh' and with a different case number in the subject saying "We're sorry, but the email you forwarded to us does not contain all of the headers of the original email........"
I was fairly spitting by this time, wrote back to Josh, Adam & Chris, both case numbers in the subject line, again stating my request, copying all appropriate headers and text into my reply re-stating that really I wasn't trying to be trouble, all I wanted was to have my company removed from their spam list/blocker, whatever. I put all my contact information at the bottom with a note that if anything I had written was unclear or didn't make sense I would appreciate them giving me a ring and I would explain it all to them.
Last week I got a response from "Jeff," a different case number in the subject line yet again, saying that they were "looking at the information I had sent and would be in touch soon." The following day I got another reply from Jeff with the 3rd case number in the subject line saying "We have reviewed the information you sent, and at this time we are unable to investigate your report of abuse due to the lack of any headers in the email you forwarded to us" and if I wanted them to be able to investigate more fully, I could follow the same damn instructions again to copy all the headers into my message.
In my defence, I was having a bad day already, but my response (to Jeff, Josh, Adam and Chris, with all 3 case numbers in the subject line) began "You people are sucking the life right out of me, Why are you making this so difficult?..." and then I briefly, but concisely re-capped everything that had so far happened, whilst attaching all of my previous correspondance with them, headers and all, to the email.
Everything went very quiet for the next week until today. This morning I got a reply from "Michelle"
saying that if my company was being blocked by the Yahoo spam filter/list/blocker/whatever, there was really nothing to be done about it, since the only reason we would even be in that filter was if someone had marked my email spam and reported it to Yahoo. She then went on to say that if I wanted to have the recipients add my address to their addressbook it would prevent my emails being 'bulked.'
*Grrr* but at least I finally had a sensible response, even if it wasn't the one I wanted. I spent all morning setting up a complicated database in Startel to log my information requests and which ones were sent to yahoo.com email addresses, now it'll flag all of those so I can call them the following morning and ask them to check their bulk folder for my information. I wrote back to Michelle, thanking her for her help and telling her she could close all 3 cases, I didn't need anything else.
This afternoon, I got home, set-up my laptop, linked to my work email and started the download of information requests.
Three of them were feedback requests from Yahoo Abuse...for all 3 case numbers, asking for my input on the handling of my help request.
I can't help but laugh. I think I'd better not reply.
Z xx
