iContact’s Lack of Customer Service
In an age when people have so many choices, I am still amazed when I come across less than stellar customer service.
My client has been using iContact for the last 17 months (back when they were Intellicontact). We’ve been having problems since we signed up with Intellicontact iContact with processing the credit card my client keeps on file. There is always some kind of error message IDPT: 9003 card not valid foolishness. It’s funny though that the payment goes through and I have to call them to have it straightened out. This has been going on 9 out of the 17 months my client has been with them.
This month was no exception, I had to call to have it straightened out. So I’ve spoken to my client and we will be switching over to Aweber. Why have we decided to jump ship now? Well aside from it being terribly annoying to call and have the account fixed it’s equally a waste of valuable time. However, last night when I tried to send a message for my client we couldn’t. The sending function had been disabled yet again! UGH!!
This morning I called to have the problem fixed and spoke to Darrel who provided less than stellar customer service. I explained to him that this has been an ongoing problem. His response: “He’s sorry. It’s fixed now.” My next question was to ask him where was the message we tried to send out last night. He doesn’t know. He doesn’t see it. “You’ll have to resend the message.” What?!!!! It’s just gone?!!
I explain to him how ridiculous it is that I have to redo a message that should have been sent the first time around. I again let him know how troubling it is to call all the time to get the account straightened out and now a message has just disappeared. I explained to him that we will have to look for another company because this is just not working and no one seems to care enough to try and figure out why. His response: “Okay that’s your choice.” Ahhhh,,, yes it is and that’s exaclty what we are going to do. Where is the customer service? How about trying to figure out what the problem is before losing a client. No Darrell would much rather be lazy and let a customer move on to a competitor. I feel sorry for the owners of iContact if this is the best they could find to represent them. I really have nothing more to say about the situation. I’m off to sign my client up for Aweber, I’ve heard great things about them…Hope they don’t disappoint me.
One Response to “iContact’s Lack of Customer Service”
August 23rd, 2008 at 4:51 pm
Yamisi,
Saw your blog posting and just wanted to check in to make sure everything is going okay with your client you moved over to AWeber. Please don’t hesitate to drop me a line. Thank you for choosing AWeber!
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