RESOLVED: Postmaster Queue Delays

May 6th, 2008 at 12:09 pm

Great - the queues aren’t backed up anymore. No if only the reps that are responding could react to the messages being sent in in an intelligent way. Each time I’ve contacted the Yahoo postmaster regarding my systems, it’s like starting over every time.

“Thank you for your submission, check these urls and fill out this form.”

@#!!#@$%!#$%!%

I’ve already done that, that is why I include the contact history with each submission.

It makes me feel like I’m talking to idiots instead of working an issue to resolution. Is there any way to get someone on the phone to have an intelligent conversation?

Ryan - your thoughts?

May 6th, 2008 at 12:18 pm

John, I’ve found that the best way to deal with front-line, outsourced customer care agents is to be extremely simple and direct.

For example, don’t include any extraneous information, like WHOIS output or traceroutes — that just confuses them. Also, no matter how angry you are, don’t rant at them — that never helps.

Yahoo! is a free service, so free telephone support seems unlikely — especially for the non-customers who tend to write in to postmaster queues, usually to ask for special favors.

There’s an interesting conversation going on about this stuff on some other blogs; looks like I can’t post a link here (it just silently ignores my attempt to submit the comment), but if you follow the website link near my name it should become obvious.

May 6th, 2008 at 12:35 pm

The bar atop the input box in the Compose module has disappeared, so I can no longer use color hilites, spellcheck, etc. Anyone know what’s gone on?

May 6th, 2008 at 1:15 pm

The issue at hand is this - when a response to a question asked by a respondent at Yahoo is submitted, it’s as if this is first contact. I am perfectly capable of having a level headed conversation about this matter as it is affecting too many people simply trying to do their job while using my systems.

I kept the history with the communication to attempt to not have to start over with each reply as it seems I get a reply from a different representative each time. You can understand my frustration as you have had to deal with the frustration of being behind in the request queue.

Frankly, as a company we try to keep our systems configured to best practices documentation from our vendors as well as larger systems in order to attempt to provide the most reliable service possible.

Honestly if there is a particular customer on my system that yahoo mail techs have determined to to be a problem, I’d like to know about it so I can go kick their tech behinds. Right now, I get the run-around providing documentation on how I do things as if I am a criminal without getting any information back regarding what traffic exactly is causing the problem.

I can spend days analyzing log traffic and implementing whatever configuration Yahoo deems as best practice and that’s fine as long as it keeps things running smoothly. Right now my users are complaining to me and I can’t seem to get anything done after 45+ days of this.

May 6th, 2008 at 2:10 pm

Are you aware that there’s a problem with your blog/comments?
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I’m subscribed to three different posts so that my news reader picks up new comments for those posts, but every time you post a new article, it shows up on all three of my comment threads.
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So when I checked my news reader over lunch today, this post, “RESOLVED: Postmaster Queue Delays”, showed up in all three of the comment feeds. So instead of just showing new comments, it’s actually showing me the new posts in each.

May 6th, 2008 at 4:19 pm

Gary (comment #32762), there is a toggle to the right of the Subject line. Switch it to Rich Text (from Plain Text) and you will get that menu bar back. Hey, I don’t know why it is disabled for Plain Text.

May 6th, 2008 at 6:40 pm

I just reciently had the dreaded experience of missing mail! Mail that I sent to other people and that was archived in my sent mail folder at one time is now gone! Not all of it, only some of it but still I am desperate to get it back!

I really need any advice I can get from anyone. I am willing to pay as much money as it takes to get my data back!

Joshua

May 7th, 2008 at 2:29 pm

hello my name is jt i had yahoo mail for a long time ok now i want to tell you when ever i mark an e mail as span it tell me thank you this help’s
up learn what is spam well let me tell you my yahoo mail is not learning nothing still lets the spam in to my email box ryan you need to get a better teacher helpppppppppppppppppppppppppp
jt

May 8th, 2008 at 4:47 am

Ryan,

There is a problem with Yahoo mail that needs to be announced and addressed.

I am getting TS01, TS02, time-outs, ECONNREFUSED errors like you wouldn’t believe.

So, I contact abuse-admin@cc.yahoo-inc.com

What do they do?

Well, the first time they gave me a form to fill out.

The second time, they gave me a pre-programmed cut and paste message saying you’re not getting what you want.

Keep in mind I am trying to address a problem in YOUR system as I am not a spammer.

The third time, they write me back with the same message as the second time.

The fourth time, they say that my connections have been deprioritized and need to be re-prioritized but didn’t say if they would do that.

The fifth time, they write me back some nonsense answer that has nothing to do with my question.

The sixth and last time, they write back saying:
”
We appreciate your reporting it to us as your input helps us to identify ways to constantly maintain and improve our service. Please be assured that we are aware of this problem and hope to have it fixed as soon as possible. We apologize for any inconvenience this has caused you.”

Besides the email address I posted, there is no way to contact members of the Yahoo postmaster team. AOL offers a phone contact. I would rate my experience with the Yahoo postmaster team as TERRIBLE since the responses vary greatly and are seldom accurate.

I plan on discussing this with my friend Josh Baer and with Yahoo execs present at MAAWG.

The fact that my email connections are refused - that is they don’t even have a chance to get into a user’s SPAM box is just ridiculous.

By the way, we tested a brand new set of IPs yesterday and guess what … SAME results!

Contact me at the e-mail address provided if you want to discuss further….

May 8th, 2008 at 5:51 am

I never had any problems and for the last 25 years NEVER had any problems with Windows and am a proud owner of the better than XP Vista. Have a great day!

May 8th, 2008 at 7:37 am

Just to add to the email “confusion”, I subscribed to the premium Yahoo email so that I could get it via POP on my Treo smartphone. Now I can get the email from my account, but when I try to respond to an email on my smartphone, it always gives me a “time out” error. Is this issue a part of the other time out messages mentioned in this thread, or should I submit a service request for sending POP email on my smartphone?d I have experience time out errors when getting my email, but if I send off another “get” command, it usually completes the download. BTW, I did the set up EXACTLY the way it suggested in the instructions.

Jim

May 8th, 2008 at 4:04 pm

Face it Yahoo doesn’t want to talk to us pe-ons, the customers and they put as many road blocks in the way as possible. Their price for competing with Google is our customer service.

May 9th, 2008 at 1:36 am

As stated by John on May 6 - “the techs write me back some nonsense answer that has nothing to do with my question” — I have had that same thing happen to me in the past so many times I gave up. I asked them if they every read their own replies from each other (?)
Now, most recently, my calendar got a spyware or virus on it and flooded my calendar dates with the exact SAME event title, for every date of every month!!!!! I did NOT open it, but reported it to the techs (?). However, they could do nothing. Suddenly, the next day, all of that garbage has disappeared, but they did not know anything about it. I do not trust or believe in Yahoo and used it only as my alias account anyway due to all the trouble I have had with them in the past.
My new solution was easy — Google GMail. I found that I like their calendar better anyway. I should have switched long ago.

May 9th, 2008 at 11:06 pm

Hi, I’m just trying to explore your new site and getting the hang of it, it’s great!!! why??? so much noise about other sites by people and yet so little about yahoo!!! while i’m engaged in the site i sense your great team work, I feel younger, by the time i logout, great keep going

sabby

May 20th, 2008 at 6:12 am

I am having trouble getting into my mail account. I have changed password several times. The program will not let me access my mail. Any suggestions.

May 21st, 2008 at 6:38 am

Not so quick with your posting

You are still having queueing problems with your support staff…we just submitted a request for assistance and got a message that they may not get back to us for ONE WEEK.

The problem is that we are getting email server response errors back from Yahoo indicating you are having resource capacity issues:
REMOTE SERVER NOT RESPONDING
Error with connecting server-socket timeout to connect c.mx.mail.yahoo.com

We’ve watched our legitimate, opt-in email service go from 98%+ delivery success down to 50% this week!

What gives! This is really unprofessional.

May 21st, 2008 at 8:43 am

I have a question about why Yahoo mail is so slow lately. It takes forever to load a new email or to move it to a folder. Sometimes the server is so slow it shuts the action down. I’m on high speed cable. This is worse than dial-up. Is there a cure?

Trevor

May 30th, 2008 at 9:07 am

I agree with John, Yahoo support is horrible and “unintelligent”. Believe it or not a lot of Yahoo’s customers know a thing or two about IT/email systems and I personally feel like Yahoo support is a black hole of lameness with an occasional update on this silly blog if you’re lucky. A lot of us out here in the community deal with customers of our own in some capacity and if we handled our customers the way Yahoo does we’d be out of business. Which brings me to this blog, Yahoo mail needs its own technical update blog where people can go to see if others are experiencing the same problems and where Yahoo can PROACTIVELY UPDATE THEIR CUSTOMERS WHEN THERE ARE TECHNICAL ISSUES. Wow, what a concept, eh?

June 3rd, 2008 at 2:51 am

Yahoo Mail Search is not working on New or Classic versions. I’ve been on Yahoo Mail for years and relied on Search, when I occassionally needed it. If this isn’t fixed in a couple of days…….

June 10th, 2008 at 8:39 am

As others have written above, I have been extremely patient with Yahoo Postmaster Support.

Yet I’m stuck in an endless loop.

They may respond more quickly, but each response is a subsequent form letter and by the fourth step in the process, I’m receiving the very first response once again.

I have tried multiple methods of providing all of the information that Yahoo needs to help resolve these “temporarily deferred issues,” yet not once has it appeared that anyone has ever LOOKED at the information that I’ve given them.

August 5th, 2008 at 1:20 pm

My emails to my contacts who have hotmail.com and msn.com addresses keep getting bounced back to me? Any suggestions? I have contacted customer care/postmaster…no response