Quote:
Originally Posted by DNSB
Good to hear it's working for you. Ain't it fun when they change settings without informing the end user?
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Indeed! Nor is it helped when, at the end of my call to renew my contract with them today, the guy said "oh, I see there's a complaint ticket open regarding your mail. Let me just put you on hold and call them for an update".
He came back and said I'm just putting you through to the email team for their update. And I got what I can only call a jobsworth who said the usual script (about if webmail works then it ain't their problem). He also told me there was no record of me calling on the 24th and being told by the lady then that she'd spoken to the email tech team and they said yes, there was a problem with the server still so all callbacks promised had been delayed until they fixed it but I would get one when it was fixed.
For half an hour he just kept repeating wasn't their problem ... even when I kept repeating go listen to the call on the 24th. So he then switched to "even if I do, she's just told you the wrong information because it's not something we would even look into"!!!! I also pointed out that the help online had the wrong settings on it. Asked him what the pop3 server settings were. He had to google it! So got the same WRONG ones as me. I also pointed out to him that he was giving me IMAP settings, not POP3 so he found the pop3 incoming but couldn't give me the outgoing setting and said he would have to ask someone else for it. When I asked to speak to his manager he put me on hold and came back and said he'd spoken to him and asked if I was a residential or business customer. I said residential. He said his manager suggested I give the Business section a ring!!!! I asked why and he said "because, even though it wasn't their problem either (if my webmail worked), they might be able to help me with the more advanced configuration my programs actually need"!!! I said I didn't need help with configuration, that I knew the configuration, but it wasn't working because they'd already admitted to having a problem with the server I had configured them all to. I asked again about three times if I could speak to his manager. He said he'd just tell me the same thing. So I said then I'd like to hear it from his manager and not him. So he told me to hold on .... then cut me off!! A 1hr 20 minute call!! (although 20 mins at the beginning was with someone else, renewing my contract). He'd also said during the call that he'd worked there for months and would know if there was a problem with email and he hadn't heard of any. I dared to say "maybe that's because you don't seem to listen very well"!!
He didn't call back so I rang again. Got the first agent who said there definitely WAS a record of my call on the 24th and I was due a callback. This guy also couldn't understand the technicalities of it so actually put me through to a member of the email support team. He was astounded when I told him of my previous convo with Mr Hung Up!
So HE talked to the email team and said they've just told me they fixed the problem about 20hrs ago (which is why it started working for me again about 5.15pm yesterday). He also confirmed there was a record of my call on 24th, said he was going to listen to it and send it to Mr Hung Up's manager and get him to listen to it too. And this guy also said, yes sorry, whether your webmail worked or not, if it's a problem with our server, which there was, it IS our problem to help you with it. We have fixed it by switching back to smtp as outoing so that will now be a permanent setting. I told him they need to update their help and he googled it and agreed yes, we do cos they're wrong on there!
I also mentioned the Amazon verification email that is ONLY generated if sending book files via them (it not gmail, not outlook). He said he personally wasn't aware of it but would also raise that with the team because that would indicate some sort of link or agreement with Amazon if it only generated via their servers. Also told him Amazon are also working on it for me and will be pleased to hear at the ebook files are arriving on designated devices (but not without the Amazon email being verified first).
So, progress again. Now the only problem left is if I have to send multiple book files. I, or the designated recipient, will get an Amazon email for each file, which they have to verify within 48hrs otherwise they don't get the file. Also that the email says if they don't want to have to verify in future, to edit their device's email address, which of course I've done several times in testing, but each time it STILL generates the email.
Anyone else experiencing this email when sending a book file to their kindle?