Comments on: FuseMail fail

By: Fusemail support is getting me down

Fusemail support is getting me down — Thu, 15 Sep 2011 11:14:01 +0000

Yes, I envy you for getting out early.

I’ve had very similar experiences yet for some reason I didn’t get out when the warning bells started sounding.

On paper its a great offering but the system is unreliable and the customer service is terrible. Its been a year, I’m out.

By: Callum

Callum — Tue, 05 Oct 2010 16:21:29 +0000

I can absolutely recommend TuffMail. Outstanding performance. I have had 0 issues thus far.

By: emerald

emerald — Sun, 03 Oct 2010 21:29:07 +0000

Very interesting. As a small company being with fusemail for about 1.5 years we today decided to giving them up due to about 5 major full day outages and ‘missing mails’ for up to 12+ hours. As you can imagine this hurts a small company badly when a whole day’s incoming mails go missing and no apologies, pre-warnings or proper post-explanation is given by fusemail support afterwards, which leads me to believe they do not take it very seriously for their clients to lose emails. Surely they should have some kind of back up server to cover themselves during these kind of outages to prevent client mails going missing so that they are retrievable and passed on to us afterwards. I thought this is what this kind of service is for. Perhaps I am wrong. But we never get these day’s worth of missing email back. Very disappointed today again.

By: Callum

Callum — Wed, 25 Feb 2009 19:27:36 +0000

@Andrea Pozzi: I understand the truly unsettling feeling when email simply "disappears". We trust so implicitly in machines that when they fail, and fail quietly, it's a truly disturbing feeling. I've been very happy with TuffMail to date. Very technical, support is solid but not particularly "friendly". The service works and I get virtually no spam, around 5-10 messages a week in both my spam folders. That's just amazing given my previous volumes of around 100 messages per day.

By: Andrea Pozzi

Andrea Pozzi — Wed, 25 Feb 2009 19:05:07 +0000

Wow! We have been with Fusemail for years now. In the last year we have experienced ‘lost’ emails.Tech support has been useless. Company wide we do not trust our email. Reading your blog validated that we were not losing our minds. Thank you for the post and for the TuffMail reference. We will be looking into it immediately.

By: Issac Kelly

Issac Kelly — Tue, 21 Oct 2008 17:16:27 +0000

Thanks Callum

By: Callum

Callum — Tue, 21 Oct 2008 04:25:20 +0000

@Issac Kelly: FuseMail came back on this problem well. Pat and Henry really impressed me with the way they handled it. The follow up was excellent, my problem was resolved, and all was well.

Subsequently, I lost a couple of emails. I use Evolution on Linux, and had trouble with the Expunge feature. I mark the mail for deletion, then hit Expunge to purge it from the server. It would only purge some of the messages marked for deletion, not all of them. I’d have to repeatedly press it, sometimes 5 or 10 times to remove all deleted messages.

During that process, at least twice, I lost very important client emails which were not marked for deletion. It was very unsettling to think that my email system wasn’t 100% reliable.

I spoke to FuseMail about it. They were very pleasant about it, but the bottom line is, they don’t know what happened, have no logs, and can’t say it won’t happen again. They didn’t have an Evolution client machine available, so weren’t able to run any further tests. From a technical perspective, abysmal.

If it were my business I’d have grabbed an Ubuntu CD, installed a copy, created a few test mail accounts, and tried to replicate the problem. Mail not deleting properly and some mail being lost would be a top level priority for me as a mail host. But they basically said “We don’t know what caused it, not sure what we can do.”

So after a while I moved to TuffMail. Their support kinda sucks, they’re real techies not people people, but the service works. Spam filtering is excellent (once you labour through getting it setup properly). I’ve lost no mail, expunge works perfectly, and most importantly, I trust my mail again.

By: Issac Kelly

Issac Kelly — Mon, 20 Oct 2008 16:14:37 +0000

Hi Callum, I’m looking for a review of Fusemail, now that you’ve had a couple of months with them, what do you think? Have you had any more problems? Thanks, I’ll watch this thread, or you can email me at issac at servee dot com

By: FuseMail is Go at Callum Macdonald

FuseMail is Go at Callum Macdonald — Sat, 30 Aug 2008 08:36:07 +0000

[...] Contact « FuseMail fail [...]

By: Callum

Callum — Sat, 30 Aug 2008 01:12:10 +0000

Two responses from FuseMail, now that’s what I call exceptional customer service!

Thanks Henry, you have given me the final push I need, I’m moving my personal mail to FuseMail today. I’ll start the DNS migration right now.

By: Henry Weber

Henry Weber — Fri, 29 Aug 2008 15:59:13 +0000

Hi Callum,

I have been helping you on the sales side of FuseMail as well. If I can help out in any way, let me know. I’m sorry you haven’t had the best experience to date, but between Pat and myself, I’m sure we’ll get things back on track for you.

You should have my direct contact info, so feel free to contact me at your convenience.

Henry Weber

By: Pat

Pat — Fri, 29 Aug 2008 03:37:16 +0000

Hi Callum,

Sorry that your experience with FuseMail has not started off well. I am actually the person that fixed the technical problem that caused this issue. I’m sorry that your issue was not correctly addressed by our first-level technical support. If you ever feel that your questions is not being answered correctly or to your satisfaction you can request that it be escalated for further review.

I’ll convene a short meeting and discuss with our technical support staff what went wrong. Feel free to email me with any questions or feedback!

Thanks
Pat

By: Callum

Callum — Fri, 29 Aug 2008 01:50:19 +0000

Pat, thanks for joining the fray. I was really hoping somebody from FuseMail was going to pick up on the feedback and make contact. I do like FuseMail’s offering, and I can’t find a better deal in the market. I’ll contact you privately to discuss one or two things.