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timmmay

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  #755620 4-Feb-2013 15:30
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Emailed them last night, no reply so far. If I don't hear tomorrow I'll call them in the afternoon.

mattwnz
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  #755624 4-Feb-2013 15:35
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timmmay: Interesting. I think the lack of notification is the key thing here. They'll probably claim notification was sent by an automated process, which doesn't help if it doesn't arrive.


Perhaps it went into your spam folder? I find that often happens with automated emails, especially if they look spammy. That is one of the problems with spam filtering, as well as when someone else may tag the email as spam.

 
 
 
 


keewee01
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  #755719 4-Feb-2013 18:33
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timmmay: Emailed them last night, no reply so far. If I don't hear tomorrow I'll call them in the afternoon.


Me too (as part of the process of cancelling my subscription)!

mattwnz
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  #755721 4-Feb-2013 18:35
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They are very proactive on twitter, so you could contact them through that.

timmmay

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  #755748 4-Feb-2013 19:36
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Good idea, thanks.

timmmay

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  #755771 4-Feb-2013 20:38
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My email host tech support has tracked the message down. It was rated as spam with a SpamAssassin score of 8, which is well above the threshold which is considered spam. The message is gone, cleared automatically out of my spam folder. I bet this happens a lot.

So they did notify me, but badly, and used an expired card. It's left a sour taste in my mouth, and customer service not replying to my emails hasn't helped either. Once I get hold of them (I'm sure I could call up and get someone immediately) I'll ask them to cancel my subscription and refund the payment.

Bung
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  #755790 4-Feb-2013 21:23
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timmmay: My email host tech support has tracked the message down. It was rated as spam with a SpamAssassin score of 8, which is well above the threshold which is considered spam. The message is gone, cleared automatically out of my spam folder. I bet this happens a lot.



If you don't have a door on your letterbox you'd probably lose a lot of paper mail. Did you bother putting Consumer in your Safe Sender or equivalent list?

 
 
 
 


timmmay

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  #755860 5-Feb-2013 07:24
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Bung: If you don't have a door on your letterbox you'd probably lose a lot of paper mail. Did you bother putting Consumer in your Safe Sender or equivalent list?


No, not until last night. There are only 15 slots in the UI, if I whitelisted every domain I communicate with it'd be hundreds long. All their monthly updates arrive as expected so I saw no need.

TinyTim
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  #755896 5-Feb-2013 09:00
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Bung: 
Did you bother putting Consumer in your Safe Sender or equivalent list?


Apologies for being off topic, but if I want to send you (or some Consumer subscriber) spam, does this mean I just give myself a consumer.org.nz email address and I'll be whitelisted?




 

networkn
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  #755915 5-Feb-2013 09:34
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timmmay: My email host tech support has tracked the message down. It was rated as spam with a SpamAssassin score of 8, which is well above the threshold which is considered spam. The message is gone, cleared automatically out of my spam folder. I bet this happens a lot.

So they did notify me, but badly, and used an expired card. It's left a sour taste in my mouth, and customer service not replying to my emails hasn't helped either. Once I get hold of them (I'm sure I could call up and get someone immediately) I'll ask them to cancel my subscription and refund the payment.


Personally I think you are over reacting. It's common for subscriptions to auto renew, you WOULD have been notified at some stage, but weren't paying attention and you DID get notified they would auto renew you but YOUR spam filter gauged it as spam, not really their fault. You continue to hold them responsible for the whole thing...

networkn
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  #755917 5-Feb-2013 09:35
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timmmay:
Bung: If you don't have a door on your letterbox you'd probably lose a lot of paper mail. Did you bother putting Consumer in your Safe Sender or equivalent list?


No, not until last night. There are only 15 slots in the UI, if I whitelisted every domain I communicate with it'd be hundreds long. All their monthly updates arrive as expected so I saw no need.


Most decent spam filters, filter on content.

timmmay

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  #755922 5-Feb-2013 09:44
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You have a point. Since finding the email was sent I'm less annoyed, but they should know their email gets caught by spam filters and should take steps to minimise this. Spam assassin is one of the most common products used, it tells you what parts of the email make it look spammy. Using an expired credit card is also not on.

I'm also surprised at the complete lack of email response from consumer magazine. If they don't want people to contact them by email they shouldn't advertise their email address. Email shouldn't be a second class communication mechanism.

I've cancelled my membership, which just cancels the auto renewal, it'll run for two years until then.

networkn
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  #755929 5-Feb-2013 09:55
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timmmay: You have a point. Since finding the email was sent I'm less annoyed, but they should know their email gets caught by spam filters and should take steps to minimise this. Spam assassin is one of the most common products used, it tells you what parts of the email make it look spammy. Using an expired credit card is also not on.

I've cancelled my membership, which just cancels the auto renewal, it'll run for two years until then.


I don't agree with your assessment, I look after hundreds of clients with all sorts of spam filters, it's a game of cat and mouse. I'd surmise that most people get their emails from Consumer without issue (I certainly do). There are MANY MANY factors involved in spam filtering. It's arguably more difficult than Antivirus to keep track of. For every person there is, making anti spam rules, there are people trying to get around those rules.

Expired credit card, I suspect this requires more investigation, but I don't think it's likely that it's consumer at fault, they will have a payments company and there will be rules around it, and obviously it's not in breach of rules, I have had a number of things re billed with an expired card, usually a calm email or call sorts it. I suspect if you object to auto renewal, you will want to be more vigilant going forward as more and more it's common.


jonherries
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  #755931 5-Feb-2013 10:02
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This is why I won't sign up for direct debits or any authority over my accounts. I will choose when where and how to pay my debts/accounts.

I learnt this the hard way with companies charging me incorrectly and having to fight them to get "my" money back.

Jon

timmmay

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  #755945 5-Feb-2013 10:19
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networkn: I don't agree with your assessment, I look after hundreds of clients with all sorts of spam filters, it's a game of cat and mouse. I'd surmise that most people get their emails from Consumer without issue (I certainly do). There are MANY MANY factors involved in spam filtering. It's arguably more difficult than Antivirus to keep track of. For every person there is, making anti spam rules, there are people trying to get around those rules.

Expired credit card, I suspect this requires more investigation, but I don't think it's likely that it's consumer at fault, they will have a payments company and there will be rules around it, and obviously it's not in breach of rules, I have had a number of things re billed with an expired card, usually a calm email or call sorts it. I suspect if you object to auto renewal, you will want to be more vigilant going forward as more and more it's common.


Again you have a good point.

I get monthly emails from consumer with no problems at all, which is why I assumed any renewal message would get through. I also tend to skim my spam before I junk it, but real messages are so rare I do it quickly and apparently miss some. I get about 2-4 legitimate messages a year in the junk folder, max, which is why I don't spend much time looking in there.

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