Complaint Review: Salesnexus LLC - Houston Texas

This issue was caused when the user send an email blast to their customers via our solution and did not realize that the request had been received and then clicked the Send button again.

We recognize that our solution could have made this type of duplication more difficult to accidentally cause or provided a warning to the user.  In fact, we have undertaken an entire revamp of our email marketing interface to improve the system and make it more intuitive.

In this case, because we understand the inconvenience of this situation for the customer, we refunded the subscription fees in full.

We finally came to an agreement which included a partial refund.  While I do not agree with their assessment that last email campaign was iniated by me at least there is closure here and they at least partially stepped up to bat and did the right thing.

I would recommend you be very diligent in the way you send/schedule email campaigns and always be aware of what the system is doing.  The way that I was kept aware was to make sure that my personal email addresses were included in the system so that when I sent out campaigns I personally received copies.

 I have previously stated that while working with Salesnexus in testing, that indeed an accidentally scheduled email did go out three times and it was their systems lack of "user" control that did not prevent this from actually being executed.  I explained that I did attempt to remove the campaign "prior" to when it was scheduled but simply deleting the campaign in the "campaign reports" section did not actually cancel the campaign itself.  In this case, I will take percentage of the blame.  I am explaining that there is no "efficient" way for the user of their system to completely cancel a campaign to large group of contacts with out asking for Salesnexus intervention.

If the complaint was FULLY read and understood, you can plainly see that my CHIEF COMPLAINT  was in regards the the "4th Email" that was sent out by Salesnexus system WITHOUT my doing or authorization.  Again, let me state "The latest (fourth) email was sent by Salesnexus system and I had nothing to do with that.  I did NOT schedule or send.  Keep in mind, I had to email a letter of apology stating that earlier emails were sent my mistake and would never happen again.  I was ensured that this test email would not be sent again.  Salesnexus themselves ENSURED that this email was no longer scheduled to be sent (I have communications from Salesnexus stating this).

Again, while the initial emails were scheduled by myself and had lack of efficient controls for myself to cancel, my Chief Complaint is that Salesnexus for some UNKNOWN reason processed this email once again and the moment I noticed it I sent a EMERGENCY communication asking what was going on with their system and that they must stop this immediately.  I received no immediate response as it was early in the morning when I became aware and by the time they responded most if not all of the emails were already sent.  I have proof of the emails going out as I am a recipient on the list which allows me to see when emails are sent by system and also received many additional complaints along with cease and desist (removal) requests.

To this date, Salesnexus has provided "NO" explanation as to why this "unauthorized" email was sent.  I have responses from Salesnexus stating that they are looking into this issue, including copying the President/CEO of the company in the email chain.  There initial email response to me from the individual that had assured me in past that this email was no longer scheduled explained they had no idea why this was happening.  Here is a copy of the first response:

Mark, I have no clue what is going on. I have sent this to the programmer and to Craig Klein. I also verified that there were none pending after the last one was fixed.

As you can see they had no immediate explanation nor have they ever provided one.  While I will take the blame for my mistakes it is apparent that Salesnexus does not stand behind their product as they mention nothing about their systems "unauthorized" email that was sent.  The most valuable information a company has is it's customer base.  The most damaging event that could possibly occur with a system like Salesnexus is if it affects their clients customers in a negative way.  Given that Salesnexus sent this email communication without my knowledge and without explanation I can not reasonably be expected to "trust" their system nor continue using it and the damages to both by company's reputation and business has been significant.

We had worked the customer for several weeks providing one on one training in how email campaigns work, which normally we charge for but, did not in this case. The client requested that we cancel campaigns the client scheduled and we did so. Our staff also spent time showing the client how to do this properly in the future and how to manage dates and times. There is sometimes a delay of a few seconds when a campaign is scheduled.  The client would repeatedly press the schedule button during this delay which caused the campaign to be repeated.  We specifically showed the client how to avoid this problem in the future several times.  The client continued and this caused emails to go out multiple times as well as at times that you were not planning.

This is an unfortunately situation and we do regret any business disruption or impact suffered by the client.  However we did everything in our power to prevent it and show the client how to avoid these problems. 

We have a series of email exchanges between our support technicians and the client in which the client specifically told our staff that he had "accidentally clicked multiple times" causing the campaign to be sent out in that fashion.  So, the client has admitted in emails to our staff that his "user error" caused the problems he experienced.