Business ProfileforBrazzell Marketing Agency, Inc.

I had questions about disk quota error messages I was getting. I emailed and received what I felt was 'boiler plate' responses. I had already done all the things that I was being told to do to fix the error. I called and was put into voicemail. No phone calls back. I emailed and asked for a call back. I finally reached someone on the phone and was put through to Gary. I shared my frustrations with him and he said, "You obviously deleted the emails that needed to be deleted. Now I need to get back to my job of Marketing, not answering questions on how to do something that's been taken care of." Talk about POOR Customer Service!

Hello Shanda. You work at ******* **** ****** ******** ** ******************** *******. ******* is paying $84 per year for website hosting with a free website (as long as you continue the hosting with us) and an unlimited number of company email addresses. Congratulations on getting such a great deal! This exact deal is only available where we have website templates already made (currently for Medicare-certified home health, non-medical home care, and physical therapy). But any company can pay us $84 per year for website hosting and the free email system that comes with it. The account is primarily a website hosting account, and the emails are considered a free add-on and something that you can do with the extra storage in your account. Businesses that need a more robust system can point the domain email functions to other paid services such as Gmail, where they can pay $6 per email account to Google and get more storage and more features. We'll be encouraging ProCare to take that option. We don't use voicemail. During business hours, an associate answers the phone and only humans take messages. After hours, a machine take messages immediately with no automated routing. An associate collects the messages and routes them as needed. Shanda, you are leaving a lot of the details out. Your online storage was close to full due entirely to emails. No problem. The system emailed you an automated alert stating needed to delete files or upgrade your hosting. Everything was still functioning. It was just a timely alert that some maintenance was needed. Then you emailed to ask what it meant. We looked into your account and emailed you back and said you needed to delete emails or upgrade the hosting. Later, you emailed to say none of the email boxes are full. In response, we emailed you back that the overall account was full, and that was why you needed to delete emails. Next, you emailed asking how to delete emails. We happily emailed instructions on how to delete emails. Everyone reading this has deleted emails and probably knows how. But, there are some helpful tools in the control panel we were proud to point out. Then you deleted old emails and reduced your file storage to only 17% of your total account size. Good job! All is well. I have a phone message from you dated after all of this. Below I detail that phone call. For general knowledge, when businesses log in to their control panel and the memory is almost full, there is a meter in the right column that turns red and really stands out. If you click it, the control panel takes you to a screen where different categories of memory usage are in a labeled bar graph, so you can see what is taking up all your memory. It's usually emails. If you click that, it takes you to a list of email accounts with the memory each of them is using, so you can start deleting emails strategically. You can also just navigate directly to the emails and get to work, because it's almost always the emails filling up the memory. If you click "Manage" by an email account, you have access to tools that let you delete emails in bulk so you don't have to delete them manually. You can delete the contents of the spam and trash folders there. You can delete emails more than one year old in one swoop, etc. Shanda, then you called and got through to me, Gary Brazzell, owner of Brazzell Marketing Agency and marketing consultant to the president of your company, ******* **** ****** ******** ** ******************** **, Dr. Abel *********. Shanda, I will be calling Dr. ********* after this to discuss your concerns. The message you left is dated in my system as November 15, and you and I did both email and speak shortly after that. At the beginning of your phone call, I logged into your account and confirmed that you had successfully deleted old emails and that you were well below your storage limit. You confirmed that you were aware. You asked why the display did not update immediately after deleting emails. I confirmed that the display on the front end checks storage periodically, and does not update immediately. Then you asked why bars in sub accounts do not go all the way across, even if the total memory for the whole account is full. I explained that the length of bars in sub accounts represents the limits you yourself assigned to those sub accounts. You confirmed that you were aware of the memory usage bar in the control panel home that shows whole account usage. Then you asked what the blue bar labeled email storage meant. I pointed out the email storage label and verified for you it meant email storage. You asked about the ratio of memory showing in the email accounts to the memory showing in the storage meter, and I confirmed that it may not always be exactly the same and explained the technical reasons. You sort of asked why the bar was blue and why it went all the way across it's space, but the questions were getting mumbly, sentences fractured, and the whole conversation was just fizzling. At a couple points in this conversation, I asked what you were trying to accomplish so I could help with accomplishing that. You just ignored me and kept asking about the inner workings of the display. After 15 minutes of this, I finally said to you, "Shanda, we have established that you know how to gauge your account storage, how to verify when it's emails taking up your storage, and how to delete emails. If there is nothing else you want to accomplish, I really would like to be able to get back to work." You still did not say what you were tying to accomplish or ask to stay on the phone. You said "Ok then!" and hung up the phone. Roughly 10% of our clients use our website hosting, and an even lower percentage avail themselves of the bonus free email system built in. If there is a problem where any of these systems become non-functional, we drop everything we are doing until the problem is resolved. Or in cases where it's something the client needs to do because we don't have access or shouldn't be deleting files without consulting them, we drop everything until we have fully informed the client how to handle the problem, and we treat their questions as an emergency. While we endeavor for client satisfaction in all matters, we do have a limited staff of well qualified marketing professionals that spends every day performing the work clients have ordered (brochure design, direct mail campaigns, healthcare technical writing, social media advertising campaigns, search advertising campaigns. website development, streaming radio and podcast campaigns, and much more). We work on a consultation, business-to-business basis. We work very hard to make sure the work you are counting on stays on schedule.