Marg dotdigital

Absolutely diabolical customer care!!We have used dotmailer for 3 years and the account support is non existent. At the end of year 2 many thousands of emails disappeared from my accounts 2 weeks before the annual anniversary in May last year. After months of emailing them and getting intermittent replies, dotmailer eventually offered to increase my annual send from 480,000 to 600,000. All good and I accepted their offer. However, it took from May 2017 until mid February 2018 to get my account amended to 600,000 emails. They broke the contract by not providing the agreed amount of emails in the annual agreement which ended in Spring 2017, and then took over 9 months to sort. We asked for their Complaints Procedure. Nothing. Their Terms & Conditions referred to a Neutral Adviser where there is a dispute. Asked to be referred to Neutral Adviser. Nothing. When the additional quantity was finally given we were sneakily sent a new contract with an auto renewal clause - even though we told them we would not be continuing last year!!. Told them again that we don't wish to continue with such an appalling company. Emailed asking for our account manager to call. Haven't spoken to anyone supposedly looking after our account for many months. BEWARE!!! if you decide to go with dotmailer cancel as soon as your contract starts - and make sure they confirm receipt. Eventually got a response in 2017when I posted on their Facebook page - otherwise you never hear from them!! Absolutely awful!!! Looks like I will have to post on their Facebook page again!!A response!! I will gladly post on here again if dotmailer satisfactorily sort my problem. I will also post on here again if they don't!! Watch this space!!

I would avoid, there are similar solutions at a fraction of the price, literally a quarter of the price. Look around and you will see them.

Be careful when you sign up to Dotmailer. They lock you in to a 12 month contract, meaning you have to wait a year if you aren't happy with the service (which we aren't).Our monthly payments have just shot up from £90 a month to £218 - and we aren't even using the tool. We have had no notification that our monthly charges were increasing, and are still waiting on an answer as to why this is. The credit control customer service is terrible. You can never get through to their team on the phone - it just rings endlessly and asks you to leave a message. I don't think the phone line is manned at all. They take days to reply to an email, and each issue seems to require about 5 different people to deal with it.It also seems impossible for them to keep their admin records up to date. They are still emailing our invoices to a contact who left the company years ago. And for some reason can't manage to copy in our accounts team, despite having asked multiple times. Because of this issue there has been a delay in getting invoices paid - at which point they are very VERY quick to start sending threatening emails!Leaving this review in the hope that someone actually contacts me to deal with these issues - since no one seems to want to talk to me via email or phone.

At no point during the sales process did they mention this was a 24 month contract, 12 months were always discussed and I now find that under a section called "Annual Email Send Plan Bundle" there is a comment about a 24 month contract. Guess I should have read the contract more carefully. Contracts also auto-renew for a further 12 months so be careful.Technical support is poor and not responsivePost GDPR the value of their product is highly questionable....Underwhelmed.........