Hello there @tkwadmin,
First and foremost, I want to extend our most sincere apologies for the frustration and inconveniences you have faced with MailPoet recently. Having been with us for over a decade, your loyalty is incredibly valued, and it deeply concerns us to hear about your negative experience.
Regarding the Sending Rates and Delays:
We understand how critical timing is for your newsletters, and the issues you’ve encountered are far from the standard we strive to meet. I’m pleased to inform you that the challenges you’ve highlighted regarding the sending rates and newsletter delivery failures were directly addressed in our updates two releases ago. Updating your MailPoet plugin to the latest version should resolve these obstacles and significantly improve your sending experience.
Support Transition:
Your feedback on the lacklustre customer service you’ve received is equally troubling. It’s important to note that MailPoet is amid a transition aimed at overhauling our support structure to ensure faster, more comprehensive assistance for our users moving forward. This shift has unfortunately induced temporary delays in our response times, and I sincerely apologize for any impact this has had on your ability to get the help you need, when you need it.
Next Steps and Gesture of Goodwill:
Given your tenure with us and the difficulties you’ve experienced, we’re eager to not only rectify the situation but also ensure your continued satisfaction with MailPoet. To this end, we’d like to extend a special incentive to you as a gesture of our commitment to your success and as an apology for the recent shortcomings.
Please reach out to us directly through our Pre-Sales and Billing Questions Form. In your message, kindly reference this thread and our team will work closely with you to discuss the specifics of your incentive, and explore any possible refunds or adjustments to your satisfaction.
Your voice is crucial in helping us enhance MailPoet, and we are committed to making this right by you. We genuinely appreciate your patience and understanding as we navigate these transitions to serve you better.
Looking forward to the opportunity to restore your confidence in our service.
Thread Starter
Lori
(@tkwadmin)
Is it safe to assume you are the same Ojoma (OJ) that contacted me on 2/13 after almost 2 weeks of ZERO response from MailPoet support? And are you the same Ojoma that I emailed back on 2/14 AND 2/18 with STILL ZERO response?
This issue, as I’ve said in my email is NOT new and has been going on since November of 2023. So no, there is no good gesture as your company is not to be trusted and has failed to uphold their contract. Your company is deceiving its users time and time again. After 10 years with your company, I will NEVER use your services again and will NEVER recommend them.
You stated, “I’m pleased to inform you that the challenges you’ve highlighted regarding the sending rates and newsletter delivery failures were directly addressed in our updates two releases ago. Updating your MailPoet plugin to the latest version should resolve these obstacles and significantly improve your sending experience.” THIS IS STILL BROKEN! It’s been broken for the last 4 releases. Whoever told you this was fixed clearly lied to you.
So if you are the same OJ, the answer is still no. If you’re not the same OJ let them now. “It’s important to note that MailPoet is amid a transition aimed at overhauling our support structure to ensure faster, more comprehensive assistance for our users moving forward. This shift has unfortunately induced temporary delays in our response times” Your failure to plan accordingly is NOT MY PROBLEM!
Hi @tkwadmin.
If you found a replacement plugin i would like to know which one, and if it works as it should 🙂
Best regards
Jarl
