We paid them for a 12,000 contact database list of Microsoft Dynamics CRM users. We provided them with our criteria and they came back with a list of more than half that didn't match our target market. Much of the list included contacts for our competitors and companies who do not use Dynamics CRM. We were even sent contacts who use Salesforce, Microsoft’s biggest product competitor.
I had spent a week on the phone with them, much of the time with extremely rude customer service reps and was told that I did not provide them with the correct criteria, which I had several times and kept sending it to them over and over in emails to show them that I had. They accused me of being unresponsive when they tried to contact me, and I had to send them an email full of attachments of all my responses to them. We had not used their list they sent us as it provided no value to us and I finally said I would send it back to them, and they can issue us a refund as it was clear that they were not going to be able to accommodate us. They told us that they do not issue refunds. Great policy, right?
Finally, the manager (Richard Prathap) said that he was going to help us, and he would replace the contacts. Days later, (the whole time, mind you, we thought they were working on our list), the manager backed out and asked me to send him AGAIN the email that proves I sent them my original criteria. So, he did not replace the list.
In the PO, part of the agreement is they guarantee an 85% delivery rate. We had a 52% bounce rate. I had to pull each hard bounce out of our system and send it back to them; a pain, but it is standard. They replaced the bounces with 3,000 contacts, again, more than half outside our criteria. I don’t have time to keep arguing with them, so I took the list and imported what I could. Of those 3,000, 971 were actually usable, and 720 were hard bounces which gave us a 47% bounce rate. I had to go back in and pull all of the bounces out and send it back, and they responded with the following:
We have sent these emails to our Campaign team and the report is attached, we have opens and unsubscribe for the e-mails sent across. The Unsubscribe is because of the content which was not intended to the this client.
[email protected] // open
[email protected] // Unsubscribe
Let me know the type of campaign you are sending.
Their attached report means nothing to us, as I sent them our report of how their list performed in our system. 47% Bounce Rate! Unacceptable. Also, unsubscribe has nothing to do with Hard Bounces. They continue to argue and not provide us with what we paid for.
Another frustrating point about working with this company is when I let them know that they did not provide the correct service to us, Richard responded with “Please understand that there are lots of man hours spent on generating the list”. That is their job, right? Is he aware of how many hours I have had to put into getting this sorted out, which is why we requested their services to begin with? To save time and get results.
Short of getting our money back I do not want to do business with them. I just hope that this will deter others from using their services and having to go through the same.
SilverSkySoft, Inc. Reviews
We paid them for a 12,000 contact database list of Microsoft Dynamics CRM users. We provided them with our criteria and they came back with a list of more than half that didn't match our target market. Much of the list included contacts for our competitors and companies who do not use Dynamics CRM. We were even sent contacts who use Salesforce, Microsoft’s biggest product competitor.
I had spent a week on the phone with them, much of the time with extremely rude customer service reps and was told that I did not provide them with the correct criteria, which I had several times and kept sending it to them over and over in emails to show them that I had. They accused me of being unresponsive when they tried to contact me, and I had to send them an email full of attachments of all my responses to them. We had not used their list they sent us as it provided no value to us and I finally said I would send it back to them, and they can issue us a refund as it was clear that they were not going to be able to accommodate us. They told us that they do not issue refunds. Great policy, right?
Finally, the manager (Richard Prathap) said that he was going to help us, and he would replace the contacts. Days later, (the whole time, mind you, we thought they were working on our list), the manager backed out and asked me to send him AGAIN the email that proves I sent them my original criteria. So, he did not replace the list.
In the PO, part of the agreement is they guarantee an 85% delivery rate. We had a 52% bounce rate. I had to pull each hard bounce out of our system and send it back to them; a pain, but it is standard. They replaced the bounces with 3,000 contacts, again, more than half outside our criteria. I don’t have time to keep arguing with them, so I took the list and imported what I could. Of those 3,000, 971 were actually usable, and 720 were hard bounces which gave us a 47% bounce rate. I had to go back in and pull all of the bounces out and send it back, and they responded with the following:
We have sent these emails to our Campaign team and the report is attached, we have opens and unsubscribe for the e-mails sent across. The Unsubscribe is because of the content which was not intended to the this client.
[email protected] // open
[email protected] // Unsubscribe
Let me know the type of campaign you are sending.
Their attached report means nothing to us, as I sent them our report of how their list performed in our system. 47% Bounce Rate! Unacceptable. Also, unsubscribe has nothing to do with Hard Bounces. They continue to argue and not provide us with what we paid for.
Another frustrating point about working with this company is when I let them know that they did not provide the correct service to us, Richard responded with “Please understand that there are lots of man hours spent on generating the list”. That is their job, right? Is he aware of how many hours I have had to put into getting this sorted out, which is why we requested their services to begin with? To save time and get results.
Short of getting our money back I do not want to do business with them. I just hope that this will deter others from using their services and having to go through the same.