GetResponse 6.0 Is A Terrible Mess!
Having been a satisfied customer of GetReponse since 2006, I have to say that I’m no longer impressed by its service.
For the sake of people not knowing what GetResponse is, GetResponse is an autoresponder company that provides email marketing services so that marketers can follow up with their prospects/exisiting clients to sell more products and services to them.
I first signed up for GetResponse in mid-to-late 2006 (I forgot the exact date) and have always been a satisfied customer until July 5, 2009 when it did a major upgrade to its system to version 6.0
The Upgrade To Version 6.0
The upgrade was a COMPLETE DISASTER as it turns out that many important features that were previously working were now either not working at all or working only partially.
I was tempted to blog about my frustration with their new upgrade, but managed to suppress my temptations after I’ve reminded myself of the fact that it’s okay to have some bugs in the script when you’re doing a complete system upgrade.
However, in my opinion, this has to happen reasonably.
It is now July 15 as I blog about this (which is 10 days after the major upgrade). 10 days have passed and there are still bugs that affect me and tens of thousands of customers.
This is TOTALLY NOT ACCEPTABLE! These bugs are costing me and other marketers money. Every other day that the bugs are not resolved is money lost!
Though I’ve not done a thorough analysis of the functionality of every single feature they offer, below are some key disappointments that I’ve experienced as a customer. Please note that bugs that have been resolved as of this writing are not included below. I’m ONLY going to report bugs that have not been solved at the time of this writing.
The Frustrating Problems That I’ve Experienced (That Have Not Been Resolved)
1. [[sig]]code for signature that is used in the previous GetResponse is not working in the new GetResponse.
The weird thing is [[sig]] is changed automatically to [[pre signature]] which is also not working. Have to manually change all instances of [[pre signature]] to [[pre sig]] across ALL campaigns to get it to work.
2. Dashboard says “last newsletter” sent out, when in fact it’s not the last newsletter.
3. [[ref]] code is not working.
This is a VERY IMPORTANT feature for tracking how we acquired our subscribers. By knowing where our subscribers came from, we can focus our efforts on the marketing methods that generate the best results, thus giving us the best bang for the buck and time invested.
When querying GetResponse for subscribers that were associated with a particular [[ref]] code, no results were returned. This is true for subscribers acquired BEFORE the upgrade and partially true for subscribers acquired AFTER the upgrade.
I say partially true because for some weird reasons, subscribers acquired AFTER the upgrade sometimes show up and sometimes they don’t.
4. Export via CSV not working properly.
When exporting subscribers’ to CSV format, the results returned under the “ref” column and our own custom fields column are wrong. It’s basically printing the same results from top to bottom.
5. Daily report not working.
Even though I’ve set up a daily report of subscribers that were added to a certain campaign to be emailed to me every day, I did not receive this daily report until only a few days ago. However, even though I’ve now received a daily report, it’s for subscribers added a week earlier and NOT for that actual day.
Essentially, I’m receiving a daily report that’s 1 week old.
Also, the daily report’s “ref” column is blank.
6. Some delivered broadcasts are missing when trying to view their statistics
Statistics such as the open rate and click through rate of a particular message is important in analyzing what kind of subject works and how responsive our lists are. When trying to view the statistics of some of the broadcasts, they were not there.
7. Preload without authorization set to “YES” automatically
Campaigns that were previously set to “NO” preload without authorization is now set to “YES” after the upgrade, making our campaigns prone to be copied by other marketers.
I have contacted support for SOME of the above issues, but they were still not resolved yet. As for number 7, I was so frustrated (because I have a lot of campaigns) that I asked them to manually set the preload without authorization setting back to “NO”.
What I Think Of GetResponse NOW
I seriously think that they could have done a MUCH BETTER job and cause MUCH LESS bugs in their new system. About a month or so before the upgrade to the new system, they conducted a beta test of the new system by inviting existing customers to participate in the test.
With the beta version, they should have discovered most, if not all, of the bugs. With a business as large as GetResponse (mind you they have 93,000+ customers), this is REALLY a shame.
I’m not the typical “complain” guy, but this time GetResponse has gone overboard. I’m not the only one who’s disappointed by their poor service, there are tons more people feeling the same way I do. You can take a look here at this thread from the Warrior Forum.
I should have started with Aweber in the first place 3 years ago. If I did, I wouldn’t be in the position I’m in now.
Right now, if I wanted to switch to Aweber, I’d have to run the risk of losing a lot of folks on my list because Aweber is only allowing me to send out a confirmation message once to my current subscribers.
I used to be a satisfied customer of GetResponse, but not anymore.
Lesson learned: If you’re providing a service that SO MANY people rely heavily upon, be sure that when you release or upgrade the service, you test it thoroughly through extensive beta tests, thereby reducing the number of bugs/errors to an acceptable minimum.
If you’re looking for a professional autoresponder company, go for Aweber. I know I will be for my new business venture with my partner. In fact, I will be signing up for a new account tomorrow or later today.
What are your thoughts when a company as big as GetResponse upgrade its services with bugs all over the place? Do you think it’s acceptable? Better yet, if you’re a customer like me who underwent the major upgrade, what do you have to say about this incident?
Let me know in a comment below…