| Salesnexus LLC |
| Salesnexus LLC Unauthorized Emails damaged reputation lack of control poor programming Houston, Texas |
| 18th of Aug, 2011 by User817703 |
| Contracted with SalesNexus in December 2010 for their CRM online service. I originally paid $2159.00 for one user annual license, including the Quick Start assistance in helping setup/customize layout. Their CRM software programming, without my authorization, sent out improper email to most if not all of my entire email database (thousands) stored in their CRM system. In the recent past there was a problem where 3 emails were sent out by mistake of which their system has no efficient way for me (client) to stop. The worst of all was when their own system through fault of bad programming or human error on behalf of one of SaleNexus employees dramatically hurt my business reputation where I have lost not only solid reputation but many customers that refuse to be communicated with in future. The worst thing a CRM system can do is to improperly send information to the customers recorded in the system without consent of the CRM system owner. SalesNexus could not provide an explanation for why this event took place other than stating they did not understand why it happened. I requested a refund of costs associated with the fees paid to SalesNexus for the Quick Start setup help program and first years fees for single licensed user, did not receive a response (did not ask for further damages for initial offer of settlement but now must resort to filing lawsuit). |
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We had worked the customer for several weeks providing one on one training in how email campaigns work, which normally we charge for but, did not in this case. The client requested that we cancel campaigns the client scheduled and we did so. Our staff also spent time showing the client how to do this properly in the future and how to manage dates and times. There is sometimes a delay of a few seconds when a campaign is scheduled. The client would repeatedly press the schedule button during this delay which caused the campaign to be repeated. We specifically showed the client how to avoid this problem in the future several times. The client continued and this caused emails to go out multiple times as well as at times that you were not planning.
This is an unfortunately situation and we do regret any business disruption or impact suffered by the client. However we did everything in our power to prevent it and show the client how to avoid these problems.
We have a series of email exchanges between our support technicians and the client in which the client specifically told our staff that he had "accidentally clicked multiple times" causing the campaign to be sent out in that fashion. So, the client has admitted in emails to our staff that his "user error" caused the problems he experienced. |
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