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Tuesday, 20 January 2009

Karoo email.

In an effort to stifle customers  Karoo are now sending out the following email when a customer emails an individual within the organisation (all email addresses munged for obvious reasons).

"Thank you for your email.

So that we can ensure that your query is handled appropriately please
direct it to the relevant contact listed here.

***@***.com <mailto:***@***.com> 

This email has not been read.

Thank you."

Then there is the usual organisational bumph following that.

"This email has been scanned for all viruses by the MessageLabs SkyScan
service.

Please consider the environment before printing this email.

The content of this email and any attachment is private and may be
privileged. If you are not the intended recipient, any use, disclosure,
copying or forwarding of this email and/or its attachments is
unauthorised. If you have received this email in error please notify the
sender by email and delete this message and any attachments immediately.
Nothing in this email shall bind the Company or any of its subsidiaries
or businesses in any contract or obligation, unless we have specifically
agreed to be bound.

KCOM Group PLC is a public limited company incorporated in England and
Wales, company number 02150618 and whose registered office is at 37 Carr
Lane, Hull, HU1 3RE.

118288 - KCOM UK Directory Enquiries. Calls will cost no more than 49p
connection + 14p per minute including VAT from a KC or BT landline. Call
charges from mobiles and other networks may vary. If you are calling
from a mobile you will now receive your requested number via text
message. You will not be charged for the text message."

Ignoring the crap at the end which nobody with any sense takes any notice of, let us consider the first part and why they are sending these email out as auto-replies.

My take on them are that they are designed and created in the hope that genuine customer emails get lost in the noise that such email addresses generate. This then enables them to claim that they never received the email. This has happened to me, and others, several times when being directed to a blanket email address.

While such blanket email addresses make sense for the organisation they make no sense whatsoever for the customer. As always it is the customer that loses out in this deal for the reasons stated in the above paragraph.

One such example was an ongoing conversation I was having with an individual with an @***.com email address. After some 40 odd emails to and fro suddenly the above auto response was generated to which I foolishly duly replied. After a wait of 10 days I then emailed the individual again who said that the previous email i had sent was never seen by her. After some investigation it turned out that the email referred to was 'lost'. Now, we all know that organisation never 'lose' emails but due to the fact that the person  claimed it was there was nothing I could do. I did try emailing the individual again but that ended up creating the never ending  circle of email sent, auto-response returned and so on.

So, if you ever receive one of these auto responses you now know why they do it. After emailing an individual I urge you to ignore what the email says and continue emailing the individual. While this may seem counter productive it will, hopefully, inform them that such a blanket email address is wrong for the customer.

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