Thread

I have tried to contact sales through your online form and also through email for the last two days. Is there something I am doing wrong or can I assume my emails are going into some sort of Junk mail filter? Maybe your replies are going to mine?

I’m not trying to be rude but I have a few clients waiting on the research I am doing to try and recommend a Content Management System for them. I have a list of questions that I need answered and I had hoped to have that sometime this week.

Is there a better part of the week to contact the sales department? Is there an email address I can add to our companies spam filter to receive your correspondence?

Please let me know and thank you for your time.

Greetings—

We respond to all sales emails in a timely manner, often within minutes, usually within hours unless overnight or a weekend.  I apologize if those emails haven’t reached you (or yours haven’t reached us) - if you would like to send a PM to me with your email address, I will try to find your requests and our replies and get them to you from an alternate address. =)

It would also be good to whitelist ellislab.com and expressionengine.com to make sure that the messages are not being junked. =)

Hi krtschmidt,

We sent a response to your initial email 26 minutes after receiving it. I’ll resend it shortly from an alternate account. Please make sure you whitelist ExpressionEngine.com and EllisLab.com in whatever spam/junk mail filters you have.

Thanks!

Thanks for the quick response. I am having my IT dept take care of the mail filtering.  I will PM you when I have that taken care of.

Thanks again for your help!! I’m looking forward to seeing what EE can really do!

My IT dept has gone through it’s logs and only have found the “support@expressionengine” logged. Which is the email I received in response to my posting.

The logs don’t show (according to them) any attempts from your mail server trying to send any other mail and your IP is not blacklisted so I don’t know what’s happening.

How do you suggest that I proceed that would work for you?

Thanks!

Hi, Kurt - Les just re-sent the response, if you have not received it, let me know and I’ll try from an alternate address.

Leslie, if it helps, this is the same kind of email silence I ran into a week ago when purchasing a Commercial license, where you kindly stepped in to take care of the issue.

As you know, that went very well, and was handled by Private Messages on the forum here so we could talk.

However, I _never_ received any email then or later from you or sales, even at the time when you got further involved.  As far as I know, nothing of the kind has ever happened for incoming mail on my prime address which I used.

I made the order sensibly using a separate Gmail address - this worked fine, and instantly.

Afterwards, I switched my forum mail here to use the original prime address as a test.  Although never receiving any sales mail, from the forum this same address has been perfectly reliable from the first and since - including the marathon night where Lisa helped me to find the installation problems.  I still use it.

The spam traps are administered by me, and nothing was lost in them.  Also, tech support often enough speaks of using ‘alternate addresses’ as Lisa has here.

I may have confused matters at the time in privately mentioning to you about very occasional IP blacklist issues on a shared hosting.  But this would not prevent receiving your mail—only you having received mine, and you were clear that you had received mine.

I would respectfully suggest then that something needs to be looked into as far as the EE sales mail.  Good for you folks there, and thus good for us all.

Kind regards,
Clive

Thank you, Clive and Kurt for your assistance.  We’re working on a solution and think we have it, so your comments have definitely helped us to resolve this.  We do apologize for the inconvenience but thank you so much for assisting us in this.

We discovered a small bug in how email sent from sales is setup that affected a small number of people. We implemented a fix so this should be fixed.

Basically the x-envelope header was not being set correctly so some spam and email filters, usually not at the local desktop level, flagged them inappropriately or bounced them. From what we can tell this affected only a small number of emails as most systems don’t even check at that level. We apologize for the inconvenience and thanks for taking the time to let us know something was up.

Thanks, Leslie and Lisa,

That header issues sounds just the right sort of thing.  My Swiss provider would be very sensitive about such, and it would not fall into any spam bucket to find.

Hope you got it, and you are welcome to try a sales email to me to find out—the c.s@s-p address is the one.

Kurt, I hope your investigation goes well - Expression Engine is quite good certainly for many purposes, and you just found out about the support level.

Kind regards,
Clive

Sent two messages to sales via your site form the other week and still no response.
Concerned more information about MSM which at the time was about to be released. Not relevant now with the release but still wouldn’t mind knowing if some form of demonstration is available. Thanks

Hi BlueSkies,

When we update the 30-day online demo and the free Control Panel demo to 1.6 you’ll be able to try the Multiple Site Manager that way. Here is a screencast of how we use the Multiple Site Manager.

You must have registered with us with a different email than the one you used to contact sales as I don’t see emails from your address. You can Private Message me or simply resend the email if you want us to resend the response to you.

If you have more questions regarding the Multiple Site Manager the best thing to do is start a new Pre-sales forum thread. Thanks!

Thanks Leslie,

the email that populated the sales form should have been OK. It fact I was prompted by the lack of response to test it. Did jump in on a thread but couldn’t resist putting in about the demo while I was at it. Thanks for the information, and look forward to trying the demo.

First things first, the timing is great as Paul just informed me that the free Control Panel demo is now live with 1.6 and includes the Sites and Pages modules. This is the backend Control Panel only, but it will give you an idea of how it works. The 30-day hosted demo will hopefully be updated in a day or so.

The email issue wasn’t getting inbound email. We got all the emails people sent. The issue was with the outbound email (our replies). Basically if the x-envelope is mislabeled, high-tech spam systems will bounce and/or deny it immediately as a common spammer trick is to place false headers. So when the from address and the x-envelope do not match, most corporate systems will immediately flag it as spam. The situation was tricky because due to a fairly unique setup we have, our domain name wasn’t even included in the x-envelope, so even whitelisting our domains would not have fixed it.

However, there are situations where the x-envelope and the “from” do not match for good reason, and this was the case with us. Unfortunately anti-spam systems do not care. Since it was only affecting a small portion of email, it wasn’t until this morning that we knew something was up.  Believe me, if even an hour had passed with nobody responding to what we were sending, we would have known something was wrong. But since it was only a small portion of outbound emails affected and the majority of people were responding to our replies, the issue didn’t become evident until people started posting on the forums and emailing us privately (which we really appreciate).

Its been fixed and responses appear to be going through normally now.

Confidence now on the email front—tested and thanks, Leslie.

Regards to all,
Clive