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Unapproved Email Censorship
Recently, I started receiving emails from friends both overseas and Interstate, advising that their emails sent via my webhost, were being rejected? Mmmm ... something fishy here I thought. I contacted my webhost, who shall remain anonymous, and requested that they investigate this complaint. They responded within 24 hours and requested a copy of one of the emails that had been rejected. That was easy to comply with and I jetted it back to them. Then came dumb reply number 1: "Our system automatically filters out emails containing certain words and/or phrases. In the example you supplied, the offending word was Safelist" I SAW RED and blue and pink and black! I was FUMING! Out of the blue, they had implemented a new email policy without telling anyone about it, and arbitrarily applied it to all email accounts on their system. Grrrrrrrrr .... I emailed them back when I had calmed a little, and requested they take the block off my email addresses as it is NOT up to them to CENSOR MY EMAILS! Dumb reply number 2. "Sorry, but our system does not allow for individual accounts to be exempted. If you would like a refund, please let us know." I rolled my sleeves up, took a DEEP BREATH, and jetted the following back to them. ==========================================================
Hello again Steven. You suggested a refund? Wouldn’t that mean giving up my Hosting Account with you? If it does, that is something that I have NEVER considered doing, nor ever will. I am VERY happy with your hosting services and the benefits you offer as a result of my association with your company over the years.
It is a pity that this current issue with your ‘across-the-board’ censorship policy, has adversely affected my email accounts to the point that I WILL have to undertake extensive and time consuming efforts to re-establish lost Safelist accounts, ezine subscriptions, other advertising that I have paid for, etc., AND alter links on multiple websites, etc., to ensure that I cover every possible avenue to protect my investments. It is impossible for me to gauge how much revenue I may have lost as a result of your Policy, so I won’t even bother taking that into consideration, but I am sure there WOULD have been some loss, not to mention the missed contact opportunities that I would never have received, because the contents of the emails would have said, “I saw your Ad in your recent Safelist posting …” BOOM! GONE! NEVER received by myself. ALL of this only relates to YOUR ANTI-SPAM POLICY concerning the word ‘safelist.’ I am predicting there are many more ‘trigger’ words in your email Policy that would result in me not receiving, what I CONSIDER to be, VALID EMAILS for the Industry that I am in – Internet Marketing.
Steven, a refund is NOT required, thank you, but I would definitely appreciate some form of COMPENSATION for the time and effort that I am now FORCED to undertake, due to the unrequested and non-approved censorship of my emails imposed by your company. Other hosting accounts that I have been given, employ a more ‘user friendly’ approach to their anti-spam policy. They give you a CHOICE as to whether or not you want to activate it. Perhaps your Company could look into following suit sometime in the future. It would be an improvement on your otherwise excellent hosting service. If COMPENSATION is an alternative that your Company is willing to consider, I would respectfully suggest that my Premium Hosting Account be extended for a period of 5 years at NO CHARGE. On today’s values, that is a mere $299.00 and I would accept this as being FULL COMPENSATION for my up-coming loss of time, effort, inconvenience and the possible past loss of income, etc. I would appreciate it Steven, if you could please present this to your management, and also to please convey to them, on my behalf, my absolute frustration and bewilderment that this has all occurred and seemingly can’t be addressed in any other form, e.g. exempting my email account from unwarranted and unrequested bulk censorship. Thank you for your handling of my enquiries up to now Steven, and I trust that this current suggestion of mine receives a favourable response and outcome. Kind regards, John Halls – Australia
WITHOUT PREJUDICE
=========================================================== Following is their response: Dear John Halls, Hi, my name is Tim and I am the Director of Customer Support. We have whitelisted your e-mail address so all your e-mails should come through now. You will now need to manage any spam that may come through on your own. In a couple weeks we should also have individual spam control available that allows you to make these type of changes yourself. Sorry for all the inconvenience this had caused. Gee willikers! They did what I originally asked them to do which they said was impossible! Perhaps the compensation angle got them off their butts and motivated them into action? Perhaps they realized that what they were doing was wrong? Either way, I got what I wanted and others in the same boat did as well. It proves, the pen, (or in this case the email), is mightier than the sword! |
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