I am very disappointed with MailChimp‘s customer service. I received an email from MailChimp saying:
Your MailChimp account with the username XXX has been disabled. Please contact the compliance team at compliance@mailchimp.com for more info.
This email came a few minutes after PhotoClique‘s weekly RSS enewsletter was suppose to drop. Quickly logging in I discovered that my account was active, but my RSS email setting had been reset and the scheduled enewsletter was not sent. By resetting the RSS feed, I would have to enter each of the articles posted on PhotoClique since the last email by hand to send out the enewsletter.
It took almost two days of back & forth via email until I was able to discover the problem (which I still speculate was not the real issue). At which time I had lost the window to send out the weekly enewsletter and the revenue that it would have generated. I tried to get help through MailChimp’s chat help option, but they can’t address compliance issues. Only by emailing compliance are you able to get any answers from that group.
The reason my account was disabled and the weekly enewsletter not sent, MailChimp said was that my unsubscribe link in the enewsletter was being obscured by extraneous code. I find this very hard be believe as I have not changed or touched the code for the unsubscribe link since launching the enewsletter last July. My speculation is that there was a system glitch that affected by enewsletter and they won’t admit to the problem. The previous week’s enewsletter didn’t go out until 11 hours after scheduled because of some yet undisclosed issue.
I wouldn’t recommend using MailChimp if your email marketing needs are for a commercial venture. The help that they give is confusing and often contradicting. There is no sense of urgency on their part to identify the problem and come up with a solution. Not being able to call and speak to a live person just adds to the frustration.
Peticuliarly vexing was that all questions for a credit or compensation from the lost revenue were completely ignored. While I didn’t expect to get anything, I did expect at least a response (such as it is company policy not to issue a refund or a complicated, convoluted procedure to submit a claim).
This whole experience has left me very unhappy with Freddie Von Chimpenheimer III.
I experienced the same thing. They didn’t even send me a note telling that my account was disabled. My case started when suddenly they said that I have left out unsub tag which is against their Terms. I don’t even know what they are talking about. I did see an unsubscribe link on the test mail I sent. Later they told me that the tag should be hyperlinked. Hey…I’m only using mailchimp template. That means the HTML template is flawed…
Guess I’ll be changing to other providers…
Damn, I just started to feel comfortable with them.
Had mine suspended cause I had 8 people click the spam button, even though i sent my newsletter to over 2000 people. Seems a bit sensetive if you ask me.