By Jenny Neyman
As some ACS email customers are experiencing lately, there’s a 21st-century update of the old saw, “The check is in the mail,” and that is, “The email is in the spam filter.”
The situation has some email users about ready to consider carrier pigeons, or at least another service carrier — anything to get their messages delivered.
“I’m incredibly frustrated. I can’t wait it out much longer, it’s affecting my business,” said Kelly Johnson, owner of Floral Design Studio, who uses an ACS account for her business email. “I strive to provide the highest customer service I can, and not being able to communicate with them through email — which is very convenient for most people in this day and age. You know, you don’t really pick up phones a whole lot anymore, it’s all done through email — they expect prompt communication and I’m not able to give that to them.”
Johnson said that about three weeks ago she started getting error messages to emails she’d sent, saying delivery of the email was delayed.
“I had never seen this type of message before. It says, ‘Unfortunately, some messages aren’t sent, please try again.’ And then it says, ‘We have limits for how many messages can be sent per hour, per day.’ I’m like, ‘I don’t even know what that means,’” Johnson said.
Right around that time her husband had downloaded an app on her Android smartphone, on which she checks her email, which coordinates with her email account. She figured the app was causing the problem so she had him take it off her phone, but the problem persisted.
There seemed no consistency to it. She’d click send and all seemed well, and sometimes it was. Other times she’d hear from intended recipients that they were not receiving her emails. Maddening in any circumstance, having a breakdown in communication in April is particularly challenging for Johnson’s business.
“I’m smack dab in the very heat of the moment for wedding season. It’s horrible,” she said. “I strive to provide very high customer service and quality and I — unfortunately, for the last several weeks — have really fallen short. No fault of my own, but still have fallen short. It’s become very, very frustrating,” she said.