Spam from InformationWeek: What Part of "No" Don't You Get?

Among the truths I believe should be self-evident is that when a customer says "No, thank you, I don't want any more," the provider should acknowledge this and stop marketing to the customer.

I know this doesn't always happen, but my expectations are higher for providers in the technology industry, particularly so for publishers whose content includes newsletters on IT policies and best practices, as well as network and data security.

Which is why I am so absolutely frustrated with Information Week and their publisher, United Business Media. Several years ago I made the mistake of accepting a free subscription to the paper version of InfoWeek and giving them my email address. It's been impossible to extricate myself from their calling and mailing lists ever since. I cancelled my paper subscription a couple of years ago, which resulted in ongoing written renewal campaigns, emails, and finally a series of nearly-stalking phone calls. It got so that I recognized the phone number and refused to answer their calls. Finally, they stopped calling me.

However, this seems to be like the Hotel California: You can check out anytime you like but you can never leave. Recently I found myself on several UBM mailing lists, including one for Dark Reading, which is focused on database security. This e-newsletter includes the standard CAN-SPAM unsubscription notice, which takes me to a webpage that allows me to unsubscribe. I then get a message that I will be unsubscribed shortly, but I may still receive one more weekly newsletter.

This has been going on for months. I have completed the unsubscribe process no less than 4 times, to no avail. In fact, yesterday I commented on Chad Barr's blog about this process.

Just for spite, a paper renewal form for Information Week showed up in my mailbox yesterday (please tell me they are kidding). And guess what showed up in my email today! That's right--another copy of the Dark Reading newsletter.

So what started out as something I was mildly uninterested in has turned into communications that really irk me, to the point where I am now blogging about them by name. I wonder if the UBM folks actually track and read comments in the blogosphere about themselves--or are they too busy trying to figure out how to ignore legitimate requests to unsubscribe to their publications?

The lesson for the rest of us is listen to your customers. No, means no--not yes or maybe or I was only kidding. Not listening to what your customers are telling you is the best way to turn a "No, not now" into "No, not ever, in your wildest dreams."

Comments

[Nathan]

Me too! Stupid filthy spammers. They email, snail mail, and call me, and I've never encouraged them in any way.

[Jay]

I must have said no and filled out their unsubscribe link over 10 times in the last 6 months and still I get a email from them almost weekly. Although they promise to stop within 10 days. Informationweek sucks.

[Aaron]

Ditto. Been going on for a year now. It started when I actually accepted the invitation, applied for my "free subscription" and they responded that I was not "qualified" to recieve it, but could purchase one. I said no and have been harrased via email ever since... Unsubscribed countless times.

[Justin]

I was in a similar situation - I had tried everything yet the spam continued. I finally reported them to the FTC and the BBB. They responded to the BBB complaint and the spam stopped immediately!

[Mikey Cooper]

They're getting around the usual unsubscribe model that legitimate operations use by assigning nearly every email you'll receive a new category. "Research Study", "Industry Report", "Marketing Communication", "News about the link between monitors and dental caries". The unsubscribe link at the bottom of each email only unsubscribes you from that category of email and there's no option/link on the page to unsub from ALL emails.

A UMB-wide unsubscribe method does exist. It's just buried in their Privacy notice page:
http://www.ubmtechllcoptout.com/ars/optout1.do?mode=optout&forward=optoutpagespecial&T=CT&F=5907&K=PVYPGE

Hopefully that gets me off their radar forever. I'm sick of getting spam/phone calls from these a-holes.

[Vb]

Thanks for this post. I'm sick of getting spam from them as well. Hopefully the link posted by Mikey will stop this once and for all.

[Ian Bowman]

Same problem here and it pisses me off so much. Thanks for this post and I'll try Mikey's link.

[AG]

Thank you, Mikey!!

[AG]

Actually, when I tried Mikey's link, it kept giving me error messages when it tried to process my request.

[Bob Aman]

Same here. Fortunately Gmail just marks it all as spam now.

[Ben PC]

Thank you Mikey (and of course Linda). Worked for me. Well, the link did. Now to see whether the unsubscription request is honoured...

[Vikram Desai]

I say, let's try and find out the e-mail address of their CEO and auto-forward every incoming mail from InformationWeek to him/her.

[David]

Gawd, they are unbelievable! Be sure to forward all their emails and cc: yours to them to spam@uce.gov. I tried the UBM unsubscribe link that Mikey gave, but entering my email returned, "We are unable to process your order at this time. Please contact customer service at (800) 577-5356.
We apologize for this inconvenience." Maybe I'll hire a telemarketing co. to call that number every 5 minutes for the next year.

[Tom]

I have been trying to get off their lists for over 3 years now, and finally gave up and just send them to spam. But I assure you that I will NEVER EVER buy anything from them or use their products. That is the lesson that all Spammers can take away from this. All you do is piss off and lose potential customers (and their friends and family!)

[john]

I am BEYOND the point of sick to death with these a-holes. I have just set up a rule in my mac mail as described here http://email.about.com/od/macosxmailtips/qt/How_to_Block_a_Sender_in_Mac_OS_X_Mail.htm except instead of auto delete it redirects the mail to spam@uce.gov as David pointed out.

Now every piece of spam will bypass my inbox and go straight to the FTC. I recommend everyone do the equivalent of this because (1) you'll never have to see that address in your inbox and (2) a river of spam will flow directly to the FTC who may then act upon it.

[Pat]

I can't believe how many times I have tried to unsubscribe from these spammers. But here is what you do...forward their emails (just once) to your technology colleagues and warn them of this practice.

They used to live by referrals,this can help kill that process. Keep blogging about their spam as much as you are able. Go grassroots!

[Union Square]

I encourage everyone to file a BBB complaint - not that it will help.

http://www.bbb.org/new-york-city/business-reviews/publishers-periodical/cmp-media-inc-in-manhasset-ny-18346

I have been trying for over 3 years to unsubscribe from their email and magazines. I took the extraordinary step of emailing their editor and every published email address on their website.

I was told my information was "suppressed" in their system. I continue to receive their publications.

They are slow to respond to complaints - taking advantage of the 30 day response time the BBB allows.

Their CPO sent me the below response - I love how she feels I am better served remaining on these lists, despite her company's utter incompetence.

As a side note I just received (and promptly shredded) the latest EE Times. Way to go morons!

---------------------------------

Dear Mr. :

Nothing in the law requires that UBM delete your email addresses from out suppression lists. To the contracry, we believe that you are better served by remaining on the lists. From time to time, UBM may partner with a reputable sponsor to provide what we hope is useful information to individuals in the form of webinars, co-branded programs, and the like. The partner will often send an email invitation to its own lists. We ask the partner to run our suppression lists prior to its campaign so that we can honor the opt out requests of people, like you, who are no longer on our lists but may be on the partner's list.

The CAN SPAM law leaves enforcement to regulators and states' attorneys general for several reasons. First, the aggravation that an individual may sustain from legitimate B2B email, though problematic, is simply not sufficient to envoke the powers of the courts. Regulators may, however, use that power in the cases of repeated or egregious practices. Second, and equally important. an individual has a variety of tools to block unwanted email from his or her email box. We hope that we have resolved the problem and that Mr. Cooper does not have any opportunity to use those spam filters for UBM, but suggest that he consider the mechanism just to be sure.

We do regret the inconvenience and agita that our emails have caused. I invite Mr. Cooper to contact me directly if he continues to receive emails from UBM LLC or if he can produce the mailing labels from unwanted print materials.

Ruth Day

CPO, UBM Inc.