Note:

This blog is now retired. My new site is at: Predictably Irrational.

Tuesday, May 13, 2008

High Tech At Its Best

This is the e-mail I receive, after selecting the link at the bottom of a newsletter that states
"If you do not wish to receive marketing and promotional offers from the unnamed newsletter unsubscribe from this list by sending a blank email to: this-e-mail-address."


Instead, I promptly receive an e-mail that states:
Re: your unsubscribe request
> unsubscribe an-email-address message_id=14961457
> confirm

Sorry, but because an-email-address' is a list administrator of the-unnamed-newsletter you cannot unsubscribe by email.

This is a security precaution, to prevent others from unsubscribing you.

To unsubscribe, you can either use the Lyris ListManager Web interface, or you can send the following command to another-email-address

login (enter your password here)
delete dmreview-m an-email-address


Oh my god - it's just a freaking newsletter from a typical technical review site! I don't _buy_ anything from them. I don't have secured interactions with them, outside of the typical account set-ups with any news or information sites. On top of that, my profile on this site has me unsubscribed from everything they offer.

Bad, bad customer experience. There is no logical reason why unsubscribing should be this hard. I don't know my freaking password because I don't use this site...and my cookie is saved so I'm automatically "in" when I go there. And I go there so I can freaking unsubscribe!

This is so ass-backwards. I get the same feeling when I unsubscribe from dumb recreational things, like cooking, recipe-type newsletters...shopping...etc. and I see a message that it will take 4-6 weeks for the usubscribe to take effect. This isn't snail mail...so what is the deal?

So I try again, following the second e-mail and yet again, I receive an e-mail stating I can't be removed for yet another error.

REALLY? WTF?

So finally, I break down and send an e-mail to the only name that shows up in all of these un-subscription e-mails and I send this:

Hi,

I have been trying several times to unsubscribe from a DMReview
newsletter. It feels like I am tied to a national security program,
where simply selecting the link at the bottom of the newsletter will not
suffice:


(c) 2008 SourceMedia and DM Review. All rights reserved.

If you do not wish to receive marketing and promotional offers from DM
Review unsubscribe from this list by sending a blank email to:
leave-14961457-57255416C@list.sourcemedia.com5416C@list.sourcemedia.com>

To unsubscribe from other SourceMedia lists, contact our Customer
Service department at the phone number or email address provided below.

[http://63.240.127.142/promoart/6734_DMRadioEmail/sm_logo.gif]
SourceMedia
One State Street Plaza, 27th Floor
New York, NY 10004
Phone: (800) 221-1809
Email: custserv@sourcemedia.com


If I select the link from the above piece of the newsletter, I then
receive this reply:

Re: your unsubscribe request
> unsubscribe dmreview-m
> Karen.Cole@sourcemedia.com
> message_id=14961457 confirm

Sorry, but because 'karen.cole@sourcemedia.com' is a list administrator
of dmreview-m you cannot unsubscribe by email.

This is a security precaution, to prevent others from unsubscribing you.

To unsubscribe, you can either use the Lyris ListManager Web interface,
or you can send the following command to
lyris@list.sourcemedia.com

login (enter your password here)
delete dmreview-m
karen.cole@sourcemedia.com



I tried the latter - though pretty cryptic in this day and age of more
descriptive instructions - after going back to the DMReview website to
figure out what my password was (guessed it right the second time) only
to find this reply to my SECOND request (today) for unsubscribing:



Your email address or password did not refer to an administrator.
> login XXXXX

Your entire message is reproduced below:

---

login XXXXX
delete dmreview-m
karen.cole@sourcemedia.com

----------------------------------------------------------

The following lines in your email message did not appear to be Lyris
ListManager commands and were skipped:

> login XXXXX
> -> Your email address or password did not refer to an administrator.
> -> Processing of your message was stopped.

This email message is simply a notification of how Lyris ListManager
understood your email message. If you want to resend your commands,
send them to
lyris@list.sourcemedia.com



This is quite comical, but not a very good user experience. There
really is no reason, especially to a DM Radio newsletter that I
voluntarily signed up for, that it should be this difficult to remove
myself from an newsletter subscription.

I appreciate any insight on how to get this resolved.

Thank you,


Her reply was to simply "Hi, I will remove you."

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