I’ve been investigating switching the WGTM mail servers to SendGrid.com last week, and naturally when you sign up you receive an email fairly quickly welcoming you to the service. I saw someone from the service speak last week, so I knew the service was active, but didn’t expect to get so shafted when trying to actually use and/or pay for the service.
Jan 24th, 2014
My name is Brady and I just wanted to reach out and introduce myself as a contact for you here at SendGrid.
I noticed you’re currently sending on a free account, so I wanted to gain some insight into your current email use and how we can better serve and grow with you. If you would like to learn about the functionalities associated with our different email plans I’d be happy to share those details with you.
Feel free to email me back at your earliest convenience so we can discuss which options might best suit your sending.
I reply later that night with a few questions about the service, looking for guides and some questions about the service.
And no reply, still no reply 5 business days later.
My Reply on Friday,
How long does it usually take for replies for support requests? I tried to upgrade my account 3 days ago and had issues, still haven’t heard anything…
I then attempted to actually upgrade my account from a Free plan to a Bronze plan, the upgrade process was filled with errors and suffice to say my account is still limited to a free plan. I emailed their support contact and haven’t heard anything from them either.
So no money for SendGrid, and no one there to actually reply to any emails.
I tried again to email “Brandy” on Friday 01/28/2014 and still no reply yet.
So when comparing email SMTP services for your company, you might want to give a second thought to SendGrid as no one seems to actually work at the company.
So this is my last chance to actually get some help from them, bad press! Yay.
UPDATED: Sure enough, just like I assumed would happen, less than 10 minutes after I posted, I get a tweet and all my questions answered. So moral of the story is, tweet for support and sales questions, don’t email.
@whogavethem we’re sorry for the inconvenience, we’ve just followed up with you. We appreciate you letting us know.
— SendGrid (@SendGrid) February 3, 2014