service changes baffle customers

[Guest guest]

service changes baffle customers

Wed Apr 3, 8:29 PM ET

Jim Hu CNET News.com

A flurry of changes in 's Web-based services has customers spinning

in confusion over the status of their accounts and preferences.

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Many of the problems began last week, when changed some default

settings governing its e-mail marketing practices. The changes haven't

gone smoothly. Angry customers immediately protested and rushed to switch

their preferences back.

That reaction in turn produced its own unexpected consequences, when some

users of 's e-mail-forwarding feature found themselves

unceremoniously booted from the service.

E-mail forwarding will become a paid service as of April 24, but

customers for now can access it for free as long as they agree to accept

third-party marketing messages. A representative said some members

apparently reset their preferences and triggered their removal from a

third-party list known as Delivers, thus terminating their free e-

mail-forwarding accounts, or POP service.

" If they unsubscribe to Delivers, they no longer have access to POP

forwarding, " the representative said. " If they re- subscribe to

Delivers, they will have access (to POP) until April 24 for free. "

Over the past year, has steadily begun charging for the use of

certain services. Most of these fees fall under the company's data-

storage services, such as a larger e-mail in-box or more storage for

online photos. Company executives have flagged service charges as a

priority, given how severely was hit by the online advertising

collapse.

But during the last few weeks, has undergone widespread changes

that have affected some of its services and altered the site's marketing

practices. In March, said it would charge $29.99 a year to use e-

mail forwarding beginning April 24.

A week later, revised its privacy policy and restructured its

marketing preferences page. Before, people who registered for could

choose not to receive any e-mail correspondence from the company or from

outside parties. Now, users have to check " No " for a dozen product

categories including the permission to receive phone calls or direct mail

at home.

Many people fumed over the switch, claiming had changed its

policies without first notifying them. said the changes would not

take effect until 60 days after the last e-mail notification is sent.

Receiving e-mail from Delivers is one of the options in the

marketing preferences page, but it is checked " No " by default. If a POP-

forwarding user decides not to change the default setting for

Delivers, that person will have free POP forwarding until April 24. But

if before that date a POP-forwarding user changes " Yes " default settings

in any other categories on the marketing preferences page, that person

may inadvertently trigger the " No " default for Delivers and shut

off free POP access immediately.

These changes have caused considerable confusion among users.

Laurie Ham, a housewife from Austin, Texas, who has used 's POP

forwarding for two years, recently changed her marketing preferences. She

said that within two hours she was unable to receive e- mail forwarded to

her from .

" I realize they are making these changes probably because they need the

profits, but frankly, they are only making subscribers irritated, " Ham

wrote in an e-mail. " I have several friends who also use for their

e-mail that are now switching to someone else. "

[Guest guest]

Hi a,

I'm one of those people who did this and haven't been able to receive mail

since. Thanks for the heads up. Now I know how to fix it.

Suzanne

[ ] service changes baffle customers

> service changes baffle customers

> Wed Apr 3, 8:29 PM ET

>

> Jim Hu CNET News.com

>

> A flurry of changes in 's Web-based services has customers spinning

> in confusion over the status of their accounts and preferences.

> Many of the problems began last week, when changed some default

> settings governing its e-mail marketing practices. The changes haven't

> gone smoothly. Angry customers immediately protested and rushed to switch

> their preferences back.

>

> That reaction in turn produced its own unexpected consequences, when some

> users of 's e-mail-forwarding feature found themselves

> unceremoniously booted from the service.

>

> E-mail forwarding will become a paid service as of April 24, but

> customers for now can access it for free as long as they agree to accept

> third-party marketing messages. A representative said some members

> apparently reset their preferences and triggered their removal from a

> third-party list known as Delivers, thus terminating their free e-

> mail-forwarding accounts, or POP service.

>

> " If they unsubscribe to Delivers, they no longer have access to POP

> forwarding, " the representative said. " If they re- subscribe to

> Delivers, they will have access (to POP) until April 24 for free. "

>

> Over the past year, has steadily begun charging for the use of

> certain services. Most of these fees fall under the company's data-

> storage services, such as a larger e-mail in-box or more storage for

> online photos. Company executives have flagged service charges as a

> priority, given how severely was hit by the online advertising

> collapse.

>

> But during the last few weeks, has undergone widespread changes

> that have affected some of its services and altered the site's marketing

> practices. In March, said it would charge $29.99 a year to use e-

> mail forwarding beginning April 24.

>

> A week later, revised its privacy policy and restructured its

> marketing preferences page. Before, people who registered for could

> choose not to receive any e-mail correspondence from the company or from

> outside parties. Now, users have to check " No " for a dozen product

> categories including the permission to receive phone calls or direct mail

> at home.

>

> Many people fumed over the switch, claiming had changed its

> policies without first notifying them. said the changes would not

> take effect until 60 days after the last e-mail notification is sent.

>

> Receiving e-mail from Delivers is one of the options in the

> marketing preferences page, but it is checked " No " by default. If a POP-

> forwarding user decides not to change the default setting for

> Delivers, that person will have free POP forwarding until April 24. But

> if before that date a POP-forwarding user changes " Yes " default settings

> in any other categories on the marketing preferences page, that person

> may inadvertently trigger the " No " default for Delivers and shut

> off free POP access immediately.

>

> These changes have caused considerable confusion among users.

> Laurie Ham, a housewife from Austin, Texas, who has used 's POP

> forwarding for two years, recently changed her marketing preferences. She

> said that within two hours she was unable to receive e- mail forwarded to

> her from .

>

> " I realize they are making these changes probably because they need the

> profits, but frankly, they are only making subscribers irritated, " Ham

> wrote in an e-mail. " I have several friends who also use for their

> e-mail that are now switching to someone else. "