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Report: #455826

Complaint Review: Lyris - Emryville California

  • Submitted:
  • Updated:
  • Reported By: Denver Colorado
  • Lyris 5858 Horton Street, Suite 270 Emryville, California U.S.A.
  • Phone: 800-768-2929
  • Web:
  • Category: Websites

Lyris HQ Totally Killed Our List, HORRIBLE Customer Service, Hard To Use, Ineffective Emryville California

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My company sighed up with Lyris HQ with an intention to improve our email deliverability and thus grow our business. We signed a contract that included 12 months of service, and we got started right away.

From the onset, we countered severe difficulty with manipulating the system. The customer service reps and the person assigned to "help" with the integration process didn't understand how to effectively deploy this system. It took months just to set up a dedicated IP address, a job that should take about 24 hours tops.

We also had significant delays in the deployment phase that were attributed to technical integration - our staff couldn't even understand how to integrate their system in with our current websites.

Finally, after several months of going back and forth, we requested to terminate the contract due the system under performing. We were then presented with an "upsell" to buy more customized support (which we did) and it still didn't get the result we were after.

At the end of it, we still could not get everything sorted, so we asked to terminate. They then said we were locked in, and we would have to pay the remainder of the contract out immediately if we terminated!

That equates to over $18,000 charged immediately for us to stop using a system that doesn't work. What's more, we found several other companies that offer better services and better deliverability for less than $200 per month - a fraction of the $2,000 per month we were paying Lyris.

If you want to waste your money on a system that won't perform, gives inaccurate statistics, provides crap service, and is so technically bass-ackwards that it frustrates the hell out of your IT department, then Lyris is your answer.

Stella
Denver, Colorado
U.S.A.

This report was posted on Ripoff Report on 05/27/2009 12:50 PM and is a permanent record located here: https://www.ripoffreport.com/reports/lyris/emryville-california-94608/lyris-hq-totally-killed-our-list-horrible-customer-service-hard-to-use-ineffective-emry-455826. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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