Wrong Email - No Way To Remove?
Posted: Fri Aug 04, 2017 9:23 am
Good day everyone,
I received a phone message from a very irate person who was receiving emails about a service reminder, but she wasn't the person named in the email nor did she have such a vehicle. Apparently, through whatever data-mining process Mitchell used to acquire an address, it was wrong and this lady was the recipient instead. She asked us to remove her from the list or she would be contacting the Attorney General of our State (Ohio) to file a complaint. She also suggested that she would go on social media and report the problem to everyone in her friends list. As you can imagine, I immediately went into damage control mode...
When I went to the customer she had mentioned within my CRM program, I confirmed that the email address associated with the customer in question was indeed incorrect. In fact, I don't have an email address for this customer. To my horror, I found that there was no way I could remove the email from the list.
After a phone call to CRM Technical Support, I discovered (to my dismay) that not only could I not edit or remove the incorrect email from the database, I was "required" to either provide an email address or simply uncheck the box for CRM reminders to this particular customer through other means. I could not personally confirm or assure to the person receiving the emails that she would no longer get them from our "CRM Service Provider". And while unchecking the box would prevent the emails from being sent tomorrow, what would happen if someone "rechecked" the box and she started getting emails again? I can't even fathom what kind of problems she could cause for us...
The computer geek in me see's a real problem with leaving incorrect information in a customer file (which according to the help desk person was actually one option I had - why would anyone want to keep incorrect information ANYWHERE). If I was to leave it (I mean, my customer may not want to give me an email) and check the box was rechecked, this lady would again be getting emails from us. God only knows what kind of havoc she would cause if she really wanted to.
Perhaps I'm missing something which is why I'm brining my concern here. The gentlemen that I spoke with from Mitchell was very professional, but he could not provide the help I believe I needed to assure that this person would no longer be bothered with emails she didn't sign up for.
I received a phone message from a very irate person who was receiving emails about a service reminder, but she wasn't the person named in the email nor did she have such a vehicle. Apparently, through whatever data-mining process Mitchell used to acquire an address, it was wrong and this lady was the recipient instead. She asked us to remove her from the list or she would be contacting the Attorney General of our State (Ohio) to file a complaint. She also suggested that she would go on social media and report the problem to everyone in her friends list. As you can imagine, I immediately went into damage control mode...
When I went to the customer she had mentioned within my CRM program, I confirmed that the email address associated with the customer in question was indeed incorrect. In fact, I don't have an email address for this customer. To my horror, I found that there was no way I could remove the email from the list.
After a phone call to CRM Technical Support, I discovered (to my dismay) that not only could I not edit or remove the incorrect email from the database, I was "required" to either provide an email address or simply uncheck the box for CRM reminders to this particular customer through other means. I could not personally confirm or assure to the person receiving the emails that she would no longer get them from our "CRM Service Provider". And while unchecking the box would prevent the emails from being sent tomorrow, what would happen if someone "rechecked" the box and she started getting emails again? I can't even fathom what kind of problems she could cause for us...
The computer geek in me see's a real problem with leaving incorrect information in a customer file (which according to the help desk person was actually one option I had - why would anyone want to keep incorrect information ANYWHERE). If I was to leave it (I mean, my customer may not want to give me an email) and check the box was rechecked, this lady would again be getting emails from us. God only knows what kind of havoc she would cause if she really wanted to.
Perhaps I'm missing something which is why I'm brining my concern here. The gentlemen that I spoke with from Mitchell was very professional, but he could not provide the help I believe I needed to assure that this person would no longer be bothered with emails she didn't sign up for.