Comcast Feedback Loop Reports
January 3, 2008 – 10:24 am
Just before the holidays, (sometime around December 17th-ish) Comcast changed their spam filtering process.
The bad news is that some of you may have experienced a larger than normal hard bounce rate to your recipients who use Comcast, and as a result, saw a lot of your recipients unsubscribed from your list. If you see tons and tons of Comcast bounces from your recent campaigns, contact our customer service team—they’ve got a retroactive kinda fix that can “un-bounce” erroneous unsubs, and get those people back on your list (unless your campaign was the one that caused the block in the first place).
The timing of all this, just before the holidays, wasn’t a very Comcastic thing to do to email marketers, but I guess those guys deal with a lot of spam. Who can blame them. Our customer service team was working all throughout the holidays to track affected IPs, re-route emails, and deal with the erroneous bounces. Whew, that was rough.
The good news from all this is that Comcast now has a feedback loop, and MailChimp is on it. That means from now on, whenever a Comcast recipient clicks his “report this as spam” button upon receiving your email, we’ll get a little notification, and we’ll instantly remove that person from your list to prevent future complaints. Now that’s comcastic! Sorry, I couldn’t resist.
5 Responses to “Comcast Feedback Loop Reports”
I had a rediculous number of bounces on my last campaign in December. How can I avoid having that many hard bounces for the campaign that I will be sending within a few days?
By Kathy on Jan 25, 2008
I’ve had problems with Comcast just from sending my normal every day email to customers who use them. I was blocked at some point, but their customer service people, or whoever I called, just verified a few things and the next day they unblocked me. I often send the same templated email to my customers after appointments, so that was the issue with them. They were super nice to me on the phone and were able to clear it right up. I believe their thinking is, if you actually read the bounce back email with their support #, they will unblock you. That was probably 6-10 months ago.
By Myles on Jan 28, 2008
Kathy, after we got on to Comcast’s feedback loop, the crazy bounce problem stopped. They basically recognize us as “friend” and not “foe” now. So you shouldn’t experience the bounces again. As for the bounced you *did* receive, be sure to contact our customer service team about un-bouncing them (if you haven’t already).
By Ben on Jan 29, 2008
Where can I find the Comcast feedback loop? I’ve looked on their website and put in a call to their customer service (who didn’t know what I was talking about)
We send out correspondence to out customers who are on their network and now we can’t reply to their requests for account information.
Any help would greatly be appreciated.
By Where is signup for comcast feedback loop? on Feb 25, 2008