And if they are – do they even know it?

Since Friday afternoon, I have received 108 notification emails from the social networking site for TV fans (it works by allowing users “check in” to shows they’re watching and share that information with their friends). Turns out, I’m not the only one – a quick Twitter search reveals dozens of others with the same problem. Many of them have deleted their accounts (irony: didn’t stop the notifications), and I personally have now designated all email from GetGlue as spam.

Twitter search @GetGlue customer service meltdown

Twitter users closing accounts due to GetGlue email spam

So how has GetGlue been responding? As of May 24th (Friday) their Twitter account was diligently responding that it was a “known issue” and being worked on by GetGlue engineers. Then the weekend started, and the account went silent.

@GetGlue's Twitter account responding to users

GetGlue's Twitter account - silent since May 24th

No explanation email to users receiving these emails, no timeline for the fix, no proactive communication ANYWHERE, including on the GetGlue website. Keeping in mind that most folks won’t be back to work until Tuesday, I truly wonder what kind of shape GetGlue’s userbase will be in come next week. The only reason I’ve kept my account open is that I want to see how this plays out. At a minimum, there will likely be hundreds of users that the service can no longer reach via email due to spam filters.

In this case, one has to wonder if a poor customer service/crisis plan might actually be responsible for sinking a company. Stay tuned.

UPDATE: at 7:30pm EDT on Sunday May 26th, the PR Manager for GetGlue responded to this on Twitter, letting me know that the issue had been resolved. I invited her to comment on this post.

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1 Comment

  1. I am also a GetGlue user and had the same problem. I have been in Getglue for more than a year (it helps me keep track of my favorite shows) and has never experienced this before. They have always provided good service so I’ll let this mishap slip.

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