Responses

[SlimingPurpleStar]

I have a big bone to pick with the "support" that I am getting fom the consultants. I have written SEVERAL email that have yet to be responded. I emailed the consultants on 12/27 asking them to send me my re-feeding diet and I have not received it. Also, they sent me a general email asking me what my status was. I responded asking them again, for my re-feeding diet and I am STILL waiting for it!! I am so frustrated! {chucks} Is anyone else experiencing this problem?
P.S. I have checked my junk/spam mail.

[Meemsi]

I read this on other boards too. I remember them saying the problem was with their emailing system or somethin, like that your email address is spammed. Can't really remember but you're def not the only one.
Hope it works out for you.

[Secretary]

Hello SlimingPurpleStar and welcome to the forum.

We share your frustration as we have the same problem on the other end of the line. Emails sent to customers are not replied and you go and figure out if there is no reply because the customer is busy or perhaps because the email never reached the customer …
We experience emails that are bounced back, because of many reasons such as 'Email is full', 'Address is not valid', 'Email is not active', 'Your email was refused', and many more.

Please note: Each and every email is replied! Problem is that many emails are blocked for multiple reasons. Some mail servers do not accept messages in HTML, others do not accept emails with links (www.something.com) and others block emails that contain certain words such as "diet".

The bottom line is that we cannot continue to provide a good service with the email system and that is the reason that on December 2007 we have introduced a new customer system that allows direct communication between customer and the consultant without emails. When new customers receive the diet, they receive a link to their personal page on the Internet with a User ID and Password in a similar way you sign in to see your bank statement on the Internet.

The new personal page includes all the documents of the customer: Customer Guide, Recipe Book, and all blood test copies. It also has a place for the customer to record her / his progress, a link to order your follow up blood test and the main feature: A direct messaging system with your consultant.

The pre-December 2007 customers are still using the email system but we intend to convert anyone who remains with us to the new system by the end of March 2008. Currently, we convert all customers who renew their programs.

By April 2008, we hope to have no more issues with customers not getting support because of email issues. Furthermore, the messaging system is built in a way that if a message is not answered in 24 hours, the message is escalated to management.

Meanwhile, since the moderators on this system cannot see your name or other identifying details, please send an email to Consultants at 1stPersonalDiet.com to report the issue and provide them with an alternative email address.

[Unregistered]

WOW!! I actually got a response!! Thank you for responding.
When I signed up for this program I gave two email addresses. The first is my yahoo email and the second is my work email. I get all the "General" emails but I do not get responses to my personal emails. The new system will save lots of heachaches. I will email the consultants again and wait to see if I get a response. (I will also include ANOTHER alternate email address) Is there anything that you can do on your end? Becasue like I said in the earlier email, I need my re-feeding diet. I have needed it for about 2 weeks now.

[Wilma]

Hi Unregistered

The email problems are very frustrating and we hope to get rid of these problems soon with the new system. I suggest that you register to this board and we can then ask the Admin to check your customer ID and try email you.

[SlimingPurpleStar]

I thought I was registered. hmmmm. How do I register?
This is ridiculous! I can't believe how hard it is to get a response from the consultants! it's like pulling teeth!

[1pdadmin]

Hi SlimingPurpleStar

You are registered to the forum. Wilma’s response was to a message posted by “Unregistered ”.

Each and every email is replied. If you do not receive a reply, you may assume that your mail server blocked our email. Unfortunately, many email servers block-incoming emails just because these emails contain certain keywords such as “diet”. This is very frustrating and we are doing our best to reach these customers by re-sending emails from alternative email accounts.

As of December 1, we are implementing a new system, which allows customers to log into our server in order to send and receive messages directly from the consultants without going through emails. All pre-December customers are still using the emails for communication.

We will do our best to help you personally via the email system.

Regards

1PD Admin