[Resolved] Support queries

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  • Updated 1 month ago
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[Admin response]: This query has been resolved further down the thread.




Is anyone else finding that ClubBuzz are not replying to emails?  We have been trying to solve our problems with campaign emails for a couple of months and it's very irritating that they just don't reply.
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Sarah Fricker

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Posted 4 months ago

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Youth Under9

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Yes

I have been trying to get thru on email, phone, and this chat for over 6 weeks now and have no one even bother picking up the phone of even acknowledging an email?

The customer service is appalling.
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Sarah Fricker

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Where did you find a phone number?!  It all fell apart when Sarah left.  I think we might well look for another website provider.
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Youth Under9

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this number gets you to a voicemail left by Cellan, but he has never answered. Or for that matter returned a phone call. 

01156971499

Not sure it will help but good luck. 
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ClubBuzz, Admin

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Hi Sarah - we followed up your email of 18 February on 20 February with an offer to walk through by video the Sendgrid set up. The issue was something called SPF records, which prevent bad spam classification. We’re open from 9, so please do give us a ring on 01156971499.

@youth - drop an email to cellan@clubbuzz.co.uk, we can’t see which club is which on the forum so I’ll need to do some investigating.
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Youth Under9

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Hi Cellan

I have forwarded my colleague Gareth Alford from HDCC, which he sent on 11/2/2020

Hope you could please respond to both of us? 

Thanks
Warren du Toit
Huntingdon and District Cricket Club
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Sarah Fricker

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Hi Cellan
This is what you sent in reply:  Hi Sarah,

 

Sorry for the delay in getting back to you, February's normally a busier time for us as most of the hockey club queries come through at once for the second half of the season, however - we can sort that out for you. Generally the campaign emails need to be sent from an email address within the club itself (e.g an info@cuckfieldtennisclub.org.uk address). Do your club have any email addresses which we can set up for the campaign emails? If you're not sure, we've worked with Daily / TSO (who are your domain name provider) and we'd be happy to investigate that for you.  AND THEN NOTHING although I did reply to you.
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ClubBuzz, Admin

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Hi Sarah,

Keen not to do the whole exchange online but here's the email of 20 February we sent:

Hi Sarah,
Thanks for your email. One way to do this might be to set up an email ‘forwarder’ for info@cuckfieldtennis, rather than an actual mailbox. We’ve previously advised clubs to set up an account with forwardemail.net, which will allow you to set up a mailbox that forwards to each committee member. It also has the benefit of being able to integrate with Sendgrid. The other perk with forwardemail.net is that it’s free.

We’d need to set up something called a SPF and DKIM records up in TSO once we’ve set the forwarder up. (Otherwise you’ll end up with the same problems around spam classification).

Let me know what you think - forwardemail.net isn’t the most user-friendly to set up, so we’d be happy to help with this one. An email inbox may be the better option, but there’ll obviously be a small cost implication to this - usually around £4/£5 a month or so.

All the best

Cellan
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ClubBuzz, Admin

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The offer absolutely still stands, if you're happy for us to create a forwardemail.net account, we can get that sorted and link it to your Sendgrid campaigns.
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ClubBuzz, Admin

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@Youth - got your email. Obviously the email relates to migration for the beta site, and we're working through each site that's signed up for the beta, and addressing the bugs as we find them. (thread for details) Obviously the ClubBuzz 2 change is a major one where we've rebuilt the majority of the platform, so we're keen to get it right before we migrate every one over.
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Douglas Mower

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Dear Club Buzz Support.   Thanks for replying to Sarah's question re Cuckfield Tennis Club.
Cellan Griffiths copied me on his first email of the 18th Feb to Sarah, so he should have my contact email.   I have no email of the 20th, although the content you have posted looks interesting.

Let's try and get this resolved.   Would you ask Cellan to contact me directly and we can take this up offline.

Regards
Douglas Mower
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Douglas Mower

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Dear Club Buzz Support.   
Whilst I note this has been shown as resolved for some time, it was only properly resolved yesterday.   

Cellan Griffiths has worked hard to resolve our problem and deserves credit.

It took a long time, probably longer than it should have, but overall, once Cellan was engaged, he saw it through to conclusion.   Thank you.

Regards

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Nick Baugh

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Founder of https://forwardemail.net here.  We've drastically improved our FAQ + visual instructions and service in general over the past few months.  If anyone has issues please let us know.  support@forwardemail.net - Thanks!