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Problem with MailChimp & AOL subscribers


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#1 w411

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Posted 02 May 2014 - 01:01 AM

Have been using MC for about 6 months with no problems and about 3 weeks ago started running into delivery problems for AOL subscribers.

 

AOL servers are accepting the campaigns, reporting a successful delivery to MC but we are getting all kinds of complaints from subscribers and advertisers that they aren't receiving the campaigns.

 

MC is saying they are working on the problem and will keep us "in the loop".  They are pretty quick to respond to tickets, unfortunately there is never any useful information in them and no ETA as to a corrected situation.

 

They started by saying it happens once in a while, and lighting rarely strikes twice.  We have campaigns that go out 3 days per week and haven't had any excessive abuse reports.  There have been delivery problems reported on at least half of the last dozen campaigns.

 

AOL will at times try a smart delivery from what I have read if a campaign is questionable, test deliver to subscribers and throttle the delivery to see how a percentage of the list reacts to the campaign.  A few abuse reports and the rest of the emails will get bounced.

 

There are no forums specifically for MailChimp that I have found so if anyone has anything to contribute I would like to hear.  Or even if there are forums that are more specific to a service problem like this, please let me know.



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#2 w411

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Posted 03 May 2014 - 12:57 AM

A "100% sucessfully delivered" campaign to almost 800 subscribers last night with 0 opens/clicks for a list that averages 40% opens and 25% clicks (industry newsletter that goes out 3 times per week):

 

http://d.pr/i/POlv

 

Opened a trouble ticket with them and no response.  It's unfortunate that a lot of companies can get away with no accountability these days.

 

As a reference, here was the campaign previous:

 

http://d.pr/i/QUEQ



#3 w411

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Posted 04 June 2014 - 12:27 PM

Finally got a reply from support:

 

"I hope you're doing well. I haven't heard from you in a while and wanted to make
sure to follow up with you as promised. I am now able to give the 'all clear' and
say that things are back to normal again when sending to AOL across our full
range of IPs.

We appreciate your patience in this matter and please let us know if you need
additional support.
"

 

A month to deal with a ticket, with no phone support option, and no email support on weekends.

 

I switched to Constant Contact almost a month ago, and so far just the customer service alone is worth the slightly higher price.  7 day a week phone & email support, every person I have talked to so far was very educated about their product and answered every question I had when making the transition.






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