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  Reply # 755948 5-Feb-2013 10:30
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timmmay:
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.


I just wanted to point out that they aren't some evil conglomerate who are undertaking sneaky tactics to get your money. I am not a big fan of auto renewal of items either, but it's so common now to almost be the norm. Spam is a real problem, there are SOME things they could do to minimize their exposure, but honestly they likely won't know about it, and it wouldn't probably get attention unless it was brought to their attention by a reasonable number of people. By all means raise it with them, I have personally found them to be fairly responsive, but workloads for people vary, it's been a number of short weeks and staff are often on leave during this period which means they probably have your email but it's not been dealt with yet. It's not super urgent I imagine.


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  Reply # 755959 5-Feb-2013 10:39
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networkn: Spam is a real problem, there are SOME things they could do to minimize their exposure, but honestly they likely won't know about it, and it wouldn't probably get attention unless it was brought to their attention by a reasonable number of people.


Their approach at present centres on the recipient having whitelisted them and they have a page on their site showing how for some ISPs. If you know that there is something about their email that looks spammy I would be surprised if it needed lots of people to drive the message home.

 
 
 
 


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  Reply # 755961 5-Feb-2013 10:41
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Bung:
networkn: Spam is a real problem, there are SOME things they could do to minimize their exposure, but honestly they likely won't know about it, and it wouldn't probably get attention unless it was brought to their attention by a reasonable number of people.


Their approach at present centres on the recipient having whitelisted them and they have a page on their site showing how for some ISPs. If you know that there is something about their email that looks spammy I would be surprised if it needed lots of people to drive the message home.


No it doesn't. Their approach is to notify you via email. It's not their fault that SOME spam filters detain the email and that SOME people don't find it in their spam folder. This isn't an issue that only consumer have. Do you have any idea how many legitimate emails get marked as spam every single second of every single day?



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  Reply # 755966 5-Feb-2013 10:51
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networkn:No it doesn't. Their approach is to notify you via email. It's not their fault that SOME spam filters detain the email and that SOME people don't find it in their spam folder. This isn't an issue that only consumer have. Do you have any idea how many legitimate emails get marked as spam every single second of every single day?




We must be at cross purposes. I know they send email, they know it gets spam trapped at times, they recommend whitelisting. I took your statement that there were some things they could do to mean that their emails could be improved.

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  Reply # 755972 5-Feb-2013 10:59
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Bung:
networkn:No it doesn't. Their approach is to notify you via email. It's not their fault that SOME spam filters detain the email and that SOME people don't find it in their spam folder. This isn't an issue that only consumer have. Do you have any idea how many legitimate emails get marked as spam every single second of every single day?




We must be at cross purposes. I know they send email, they know it gets spam trapped at times, they recommend whitelisting. I took your statement that there were some things they could do to mean that their emails could be improved.


Sure there are things that everyone can do to HELP minimize the likelihood of being kept out of spam filters, but it's an ongoing process and most organizations don't have the resources to constantly stay on top of things like that, and they certainly won't unless a lot of people complain. Obviously that hasn't happened to date. 




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  Reply # 756052 5-Feb-2013 12:55
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I got a reply from consumer, took a day and a half which isn't too bad. They've cancelled and refunded my membership, so now I can choose whether to subscribe or not.

--
Thank you for contacting us.

Your consumer.org.nz membership cancellation request has been received and processed and $217.00 refunded.

Your online access will continue until the end of March 2013.

Thank you for your past support of Consumer and we hope to see you back.

If we can be of any help in the future please contact us.




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  Reply # 756114 5-Feb-2013 15:07
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jonherries: 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


The good companies will usually provide some form of compensation when this happens, such as a free month subscription. It is an absolute pain when it happens, and a huge waste of time too to resolve it.

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  Reply # 756129 5-Feb-2013 15:58
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How do you end up with multiple billing mistakes?

On the other hand I know that I've saved money by auto payments through never missing the prompt payment discounts.

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  Reply # 757139 7-Feb-2013 21:52
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Same thing happened to me about a year or so ago. They had a special promotion and I didn't want to continue but it auto-renewed.

I wasn't happy because I didn't recall the auto-enew on the subscription form. Complained to them and had subscription terminated.

This organization is always complaining about the slightest transgression from other companies regarding consumer affairs and felt they weren't practicing what they preached. Auto-renew off but as a check box would have been more suitable but, of course, that doesn't bring in the money.

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  Reply # 757141 7-Feb-2013 21:54
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stuzzo: Same thing happened to me about a year or so ago. They had a special promotion and I didn't want to continue but it auto-renewed.

I wasn't happy because I didn't recall the auto-enew on the subscription form. Complained to them and had subscription terminated.

This organization is always complaining about the slightest transgression from other companies regarding consumer affairs and felt they weren't practicing what they preached. Auto-renew off but as a check box would have been more suitable but, of course, that doesn't bring in the money.


Just because you didn't see it, doesn't mean it wasn't there. Again, they aren't the only company doing it, every magazine subscription I have, it asks or automatically turns it on.

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