I think Microsoft is able to distribute the CS load across a wider group of agents as I have had replies in the past from people not on the deliverability teams. That said I would have thought Google could offer some form of escalation beyond the webform. Just used the google postmaster form as our weekly update has just been filtered to spam after previously enjoying a long period of great engagement. Says wait two weeks and see if that works. What is the best practice in this case, not send our gmail users anything for two weeks?
A comment on Microsoft escalation would be that it seems (to me at least) to be separate for outlook/Hotmail/live etc whereas if we have an issue it tends to be across all Microsoft domains in one go. We send from the same IP/domain (although are about to try get a second warmed) would it be possible for any software-based escalation to build up a history on support requests and at some stage have them reviewed by a human? TIA Mark From: mailop <[email protected]> On Behalf Of Brandon Long via mailop Sent: 15 October 2019 22:18 To: Michael Orlitzky <[email protected]> Cc: mailop <[email protected]> Subject: Re: [mailop] Gmail marking email from me as spam On Tue, Oct 15, 2019 at 4:36 AM Michael Orlitzky via mailop <[email protected] <mailto:[email protected]> > wrote: On 10/14/19 9:29 PM, Brandon Long via mailop wrote: > > > On Mon, Oct 14, 2019 at 3:54 PM Michael Orlitzky via mailop > <[email protected] <mailto:[email protected]> <mailto:[email protected] <mailto:[email protected]> >> wrote:. > [snip] > > They don't care if you or anyone else can send/receive mail, ... > > > It seems like Gmail wouldn't last long as an email provider if no one > could send/receive email to it. > I don't believe that either (it's right out of the EEE playbook), but it's not quite what I said. I said "Google doesn't care," and for that the proof is in the pudding. We've been delivering mail to gmail all day every day since it was born. Bazillions of messages over however many years. Had thousands of delivery/spam problems (on both ends) that the world is better off having resolved. And yet, after all those years, messages, and problems -- you're the closest thing to a real human "gmail support" person that I've ever encountered. Even so, the best you can do is to tell this guy that perhaps maybe if he potentially switches hosting providers then probably in all likelihood it could fix his issue in theory with any luck. So while you personally seem like a nice dude and I know you're trying to help, the fact that you ultimately can't (and that begging on mailop is tier 1 support in the first place) just cements my impression that Google as an organization doesn't care. Given the denominator involved, that doesn't actually sound that bad. And what do you think I can do about it? Whitelist his IP? And if so, for how long? I'm sure he's a nice dude and all, but this is the internet, he could be anything. The only thing that actually works in the long term is trying to account for these types of issues in the system, and there's no simple fix here. Otherwise, you're right, Google doesn't do personalized response very much, and certainly not for this. The typical answer is that it doesn't scale... but that's obviously not accurate, the problem is that it scales linearly. Microsoft clearly tries to staff to handle postmaster workload at some scale, and I'm curious sometimes how big a staff that is. That said, they also have a much larger paid product than we do, so maybe the "sender to consumer" support requests aren't that much more on top of the "sender to O365" requests, and they just absorb it. Brandon <https://t.sidekickopen78.com/s1t/o/5/f18dQhb0S7kC8dDMPbW2n0x6l2B9gXrN7sKj6v 5KRN6W56jNpn1p1n7nN3LvrVv2W45jf197v5Y04?si=7000000002240246&pi=00477dce-246b -42bf-aa67-f277cda52fe9> -- This email has been checked for viruses by AVG. https://www.avg.com
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