On April 13 I received an email from Edmunds.com. The email thanked me for subscribing to the Edmunds newsletter. I received it about 9:30 AM EST and I was a little upset. Sure it's easy to get my email and I get a ton of spam, but usually I just unsubscribe and move on. Not this time because most of the spam comes from unscrupulous types, not from a major brand. So I sprung into action.
First thing I did was hit the unsubscribe link thinking it might be a one click unsubscribe. If that link did the job the first time, I probably would have moved on. Unfortunately, Edmunds does not employ a one click unsubscribe. I had to get another email with a link to unsubscribe again. At that point I got a little upset and decided to let Edmunds know.
So I took to Facebook and Twitter. I really wasn't expecting too much other than a place to spread my displeasure with Edmunds quickly. However, they surprised me. They did have their social ears on and reached out to me in Twitter and Facebook very quickly.
A friend of mine who works at Twitter happened to call me that day and said "I found it very funny watching you take on Edmunds." Well as I explained to my friend and to Edmunds there were only two reasons for receiving that unwanted email subscription - a friend added me or Edmunds added me. It could not have been myself.
Well after some time and contacts with me via Facebook and Twitter it turned out that a few years ago I did signup for Edmunds but then unsubscribed. I dont remember why but it seemed that Edmunds added me and a bunch of other previously unsubscribes this past morning in error. Mystery solved....
However, Edmunds turned a bad situation into a decent resolution. I was hopping mad when I got that email in the morning and figured with my social reach I could let as many people as possible know they shouldnt trust Edmunds with their contact information. However, instead of sticking their head in the sand Edmunds reached out to me quickly and cooled off this hothead.
I still don't like their two step unsubscribe, but Edmunds definitely took my issue seriously and resolved it in a professional manner. Nicely done,
PardonMyFrench,
Eric
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