Emma is not scoring well with mail-tester.com spam checker due to bad Emma links, no alt text, and being blacklisted on two blacklists

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Emma is not scoring well with mail-tester.com spam checker due to internal issues such as bad Emma links (see subscription links in image below), no alt text for Emma images (including the Emma logo), and being blacklisted on two blacklists. A spam score of 6.5 out of 10 is the best we could achieve with any Emma campaign - including preformatted templates. Please address these issues to increase the scores and delivery of all your customer's campaigns.

Two other issues:
1) the new campaign editor is extremely buggy using Firefox 36.0.1 on a MacBook Pro and we are now paying an extra $75 per month to use Litmus to help debug our campaigns after wrestling with your editor.

2) Our email list sign-up form had a bug in it. Looked great online but didn't load. So, we deleted it and built another one that looked good. If we resend an old campaign, the old broken sign-up form still loads, in spite of selecting the new one in the campaign sender and having deleted the old buggy on.

Here's to squashing bugs - thank you,

Erick

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NEMA, LLC

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Posted 4 years ago

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Andrew Heuback, Official Rep

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Hey Erick. Thanks for bringing up your concerns!

I checked in with our Delivery team on the spam-related questions, and learned a ton of great info! We're not sure why you program is referencing footer links as broken - the two URLs do in fact work, and the third item listed is an email address, which isn’t expected to check out as a link. Looks like those links are all a part of the default footer information of the email, and since the links are indeed valid and working, there's not anything to be fixed there.

When it comes to blacklisting, it means that one or some of our IP addresses are appearing on filtering lists as being of a potentially negative sender. This means that mailings to recipient addresses on servers that subscribe to the lists Emma appears on may bounce and not go through. Only mailings that are sent during the time Emma is listed are affected. Once Emma is no longer listed on the filtering lists, mail will be delivered as normal.

Our Delivery team confirmed that the problems you specially referred to were temporary and have since been resolved. This type of problem is definitely rare, and it's something we take extreme measures to protect ourselves against. Our dedicated Delivery team monitors for any blacklisting events and immediately jumps to action getting our IPs removed from those lists if the situation does occur. Emma averages a 98% delivery rate -- which means we are 2% above the national average. You can count on Emma to be a reliable sender!

I’m happy to also address the other two issues you raise - with regards to #1 (bugs with the editor), please provide as specific examples as you can and I’ll see what insight / solutions I can find. As far as #2 (sign up forms), it does look like campaigns sent prior to March 12th link to an old, since-deleted signup form; when did you deleted this form and create the new one?

I’ll be looking out for your response!

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NEMA, LLC

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The spam delivery score is still 6.5 out of 10. So, the blacklisting has not been resolved as of this morning. Emma deliverability is far below 98% - we recently discovered that by using a different email marketing service (StreamSend) we were able to deliver emails to entire URL systems that Emma has never delivered to like the state of Michigan government staff. It is Emma's coding method that makes the code checker think the links are broken - only the unsubscribe and manage subscription links cause this issue. The Emma campaign editor can not handle table formatting and even the preview window is not rendering remotely similar to Outlook - the most common email viewing program. So, we have been paying an additional $75 per month to check with Litmus and wrestling with Emma's editor because Emma no longer supports the old email editor that accepted copy and paste HTML. The new editor destroys HTML from Dreamweaver. The old buggy signup form that never worked right loading with new emails in spite of our corrections requires us to create brand new campaigns with Emma's buggy editor and run them through Litmus all over again. Emma's bugs are costing us a tremendous amount of time and money. There are mountains of issues with Emma and I suspect that most of Emma's clients have not checked their campaigns on Litmus or deliverability with mail-checker.com. If they did, they'd be as frustrated as we are. There are many good features of Emma, getting good looking emails into people's in boxes is not one of them. Yet, this is the most important role of an email marketing service and I suspect your tech team needs some fresh talent to crush some of the many bugs.
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Andrew Heuback, Official Rep

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Thanks so much for your thoughtful response. I've been working with our Delivery Team to learn more about blacklisting in general and specifically regarding your account. 

While I cannot speak direcrly to mail-tester.com's algorithims for testing links,  I wouldn't put much stock in this as the links are valid. The Blacklisting you're seeing is from SpamCannibal; they do not allow email service providers to delist IP addresses, so we are not able to address this blacklisting; fortunately, ISPs generally discredit a blacklist that doesn't allow delisting of an IP address as they are considered an unreliable sources of data. This blacklisting should not affect delivery. In looking through your mailing history for the past several months, I see that the last 7 campaigns have had great deliverability rates of 98% or higher.

To address your editor concerns:

The table insertion available within the editor is the first release of that feature, and at this point, it's definitely limited to very basic and simple table functionality. In the release notes (http://myemma.com/blog/article/introducing-our-user-forum-drag-drop-editor-tables-and-more-redundant...) on our blog from about a year ago when we released that feature, we acknowledge that there are some known issues with that first iteration of the feature to be aware of. If there are some specific enhancements you'd like to have as a part of the table tool in the editor, we'd love to hear about those from you in separate Emma Community idea posts. Each time one of those comes in, we take it to our product teams for review and update the thread with whether or not we're pursuing that idea and, if so, an idea of the timeframe, if so.

You definitely can still code your own HTML emails in the drag and drop editor, but you're right -- since Dreamweaver is geared for a Web environment, some modifications would be needed to get the code in shape for the more restrictive environment of email inboxes. While our classic editor was more forgiving of code not inline with our guidelines for HTML to be used in an email environment, there likely would have been a magnitude of rendering issues in various inboxes when that code was actually delivered if it wasn't coded up to par with our requirements. We've got all of our guidelines for coding your own HTML for an email environment available online, and if you follow those tips and tricks when writing your own code, you shouldn't have a problem saving that code in the drag and drop editor and your email should solidly render in the wide variety of email clients out there. You can find those guidelines in the "HTML Help" section on this page (http://support.myemma.com/Emma_resources/Account_how-to?v=tags)

You also mention some trouble with a signup form forcing you to create brand new campaigns. That's not an issue I've heard from other customers on. Can you please give me some additional information on the specific signup form causing the trouble and exactly what about the process causes you to create the new mailings? Once I have that, I'll dig in on the issue -- I'm confident that we can get the problem resolved if there's something unique going on there!

I'll keep my eyes out for your reply and appreciate all of your patience as we continue to work through these frustrations!